Head Office and Cluster Reports
總辦事處及醫院聯網工作匯報
54
Hospital Authority Annual Report 2013-2014
Strategic intent:
Enhance partnership with patients and
community
Patients and community partners were engaged throughout service
improvement in public hospitals. A pilot hospital-based patient
experience and satisfaction survey was conducted in seven major
acute hospitals. An information system was also developed to
manage patient complaint and feedback.
HA adopts patient-centred approach in communication with
patients and carers. 30 patient resources stations or information
kiosks were set up in phases in all hospital clusters to facilitate
information sharing on peer support for patients and carers. Around
300 hospital volunteers were trained. Guidelines were promulgated
to facilitate visually impaired persons with guide dogs to access
public hospitals and clinics.
A proactive approach was adopted to maintain rapport and
communicate with the media and community stakeholders to keep
them abreast of the latest development in HA policies and services.
During the year, 339 media activities were organised, 540 press
releases issued, 230 articles contributed to various media platforms,
1,800 media enquiries and 180 community enquiries handled.
Community roving exhibition was organised at 16 locations in the
territory to arouse public awareness on infection control.
策略目標：
加強與病人和社區的夥伴關係
我們與病人和社區建立夥伴關係，以改善公立醫院
的服務。醫管局進行「個別醫院病人經驗及服務滿
意度先導調查」，涵蓋七間主要急症醫院。我們也
發展了一個投訴及意見電腦管理系統，收集及分析
病人的投訴和意見。
醫管局病人及照顧者的溝通，著重以病人為本。我
們在所有醫院聯網分階段設立
30
個病人資源站或
資訊角，病人及照顧者分享同路人支援的資訊。約
300
名醫院義工完成了培訓，加強溝通技巧。我們
推出了視障人士在導盲犬引領下進出醫院╱診所的
指引，制訂統一安排。
醫管局推行積極策略，加強與傳媒及社區持份者聯
繫和溝通，讓他們得悉政策和服務的最新發展。
年內，總辦事處共舉辦
339
次記者會及傳媒活動、
發出
540
份新聞稿、向不同傳媒平台發出
230
份文
稿，以及處理了
1,800
項傳媒查詢和
180
項市民查
詢。我們亦在全港
16
個地點舉行了巡迴展覽，加
強市民的防疫意識。
