The Feedback Collection System for Public Hospitals
Dear Hospital Authority,
This is a student study group from Baptist University taking a General Education course for undergraduates in which students investigate various government policies and projects. Our team is doing a project related to the health management function in e-Health application.
As a concerned citizen of Hong Kong and due to the needs of our university research. I'm writing to ask the following questions under the Code on Access to Information.
1.How does the HA distinguish a formal complaint from an expression of dissatisfaction of a patient?
2.According to the annual reports(on Appendix 7, page 200), 114 complaints were received on General Out-patient Clinics.How were these patients’ complaints handled? What were the outcomes?
https://www.ha.org.hk/ho/corpcomm/AR2019...
3.Through what procedures would the complaints reach the Public Complaints Committee?
4.Could you provide summary of the feedback collected from this online form:
https://www.ha.org.hk/visitor/ha_visitor... such as the number of users, the types of feedback?
5.The Public Complaint Committee only handled 220 cases in 2019-20. Could you let us know under what circumstances will a complaint be handled by the committee?
https://www.ha.org.hk/ho/corpcomm/AR2019...
Referring to a 2007 study on automated review of electronic health records to assess quality of care for outpatients with heart failure
(https://www.acpjournals.org/doi/full/10....), it seems feasible to assess doctors’ performance through automatic review of eHealth records.
1.How does the government (Hospital Authority) assess doctors’ performance when treating heart failure patients regarding the issues addressed in the study?
Thanks in advance for your assistance.
Yours sincerely,
Li Jiaxuan
Hong Kong Baptist University
Kowloon Tong, Hong Kong
This is to acknowledge receipt of your e-mail message.
(The above is generated by an auto-reply programme)
Hospital Authority ([1]www.ha.org.hk)
=====================================
謝謝閣下的電子郵件。
（以上為電腦自動發出的訊息）
醫院管理局 ([2]www.ha.org.hk)
=====================================
谢谢阁下的电子邮件。
（以上为电脑自动发出的讯息）
医院管理局 ([3]www.ha.org.hk)
________________________________
***************************************************************************
Disclaimer
This Email may contain privileged and confidential information and is
solely for the use of the intended recipient. If you are not the intended
recipient, you must not print, copy, distribute or take any action in
reliance on it. If you have received this Email by mistake, please notify
the sender and then delete this Email from your computer. The Hospital
Authority does not accept liability arising from Email transmitted by
mistake.
Although this Email and any attachments are believed to be free of virus
or other defects that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free, and no responsibility is accepted by the Hospital
Authority for any loss or damage in any way arising from its use.
All views or opinions expressed in this Email and its attachments are
those of the sender and do not necessarily reflect the views and opinions
of the Hospital Authority.
***************************************************************************
References
Visible links
1. file:///tmp/www.ha.org.hk
2. file:///tmp/www.ha.org.hk
3. file:///tmp/www.ha.org.hk
Dear Miss Li,
Thank you for your Application for Access to Information dated 3 October
2021.
As the processing of your request involves consultation with the
departments concerned, we are unable to provide you with the information
sought at this stage. You will be advised further in relation to your
request on or before 22 October 2021.
Should you have any questions in the meantime, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
-----Original Message-----
From: Li Jiaxuan <[FOI #811 email]>
Sent: Sunday, October 3, 2021 4:44 PM
To: [Hospital Authority request email]
Subject: 公開資料 request - The Feedback Collection System for Public
Hospitals
------------------------
EXTERNAL EMAIL: This email originated from outside of HA. Do not click any
links, open any attachments, or reply unless you trust the sender and know
the content is safe. Use the "Report Phishing Email" function to report
suspicious emails.
------------------------
Dear Hospital Authority,
This is a student study group from Baptist University taking a General
Education course for undergraduates in which students investigate various
government policies and projects. Our team is doing a project related to
the health management function in e-Health application.
As a concerned citizen of Hong Kong and due to the needs of our university
research. I'm writing to ask the following questions under the Code on
Access to Information.
1.How does the HA distinguish a formal complaint from an expression of
dissatisfaction of a patient?
2.According to the annual reports(on Appendix 7, page 200), 114 complaints
were received on General Out-patient Clinics.How were these patients’
complaints handled? What were the outcomes?
[1]https://www.ha.org.hk/ho/corpcomm/AR2019...
3.Through what procedures would the complaints reach the Public Complaints
Committee?
4.Could you provide summary of the feedback collected from this online
form:
[2]https://www.ha.org.hk/visitor/ha_visitor...
such as the number of users, the types of feedback?
5.The Public Complaint Committee only handled 220 cases in 2019-20. Could
you let us know under what circumstances will a complaint be handled by
the committee?
[3]https://www.ha.org.hk/ho/corpcomm/AR2019...
Referring to a 2007 study on automated review of electronic health records
to assess quality of care for outpatients with heart failure
([4]https://www.acpjournals.org/doi/full/10....),
it seems feasible to assess doctors’ performance through automatic review
of eHealth records.
1.How does the government (Hospital Authority) assess doctors’ performance
when treating heart failure patients regarding the issues addressed in the
study?
Thanks in advance for your assistance.
Yours sincerely,
Li Jiaxuan
Hong Kong Baptist University
Kowloon Tong, Hong Kong
-------------------------------------------------------------------
This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.
請將此電子郵件地址用於對此請求的所有回复：
[5][FOI #811 email]
Is [6][Hospital Authority request email] the wrong address for 公開資料 requests to 醫院管
理局? If so, please contact us using this form:
[7]https://accessinfo.hk/zh_HK/change_reque...
免責聲明：本訊息及其後的回應將會在網上公開。以下是我們的私隱及版權政策：
[8]https://accessinfo.hk/zh_HK/help/officers
如果您認為此服務對於資訊詢問自由權（FOI）官員很有用，請讓您的網絡管理員從
您組織的FOI頁面鏈接到我們。
-------------------------------------------------------------------
--------------------------------------------------------------------------
***************************************************************************
Disclaimer
This Email may contain privileged and confidential information and is
solely for the use of the intended recipient. If you are not the intended
recipient, you must not print, copy, distribute or take any action in
reliance on it. If you have received this Email by mistake, please notify
the sender and then delete this Email from your computer. The Hospital
Authority does not accept liability arising from Email transmitted by
mistake.
Although this Email and any attachments are believed to be free of virus
or other defects that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free, and no responsibility is accepted by the Hospital
Authority for any loss or damage in any way arising from its use.
All views or opinions expressed in this Email and its attachments are
those of the sender and do not necessarily reflect the views and opinions
of the Hospital Authority.
***************************************************************************
References
Visible links
1. https://www.ha.org.hk/ho/corpcomm/AR2019...
2. https://www.ha.org.hk/visitor/ha_visitor...
3. https://www.ha.org.hk/ho/corpcomm/AR2019...
4. https://www.acpjournals.org/doi/full/10....
5. mailto:[FOI #811 email]
6. mailto:[Hospital Authority request email]
7. https://accessinfo.hk/zh_HK/change_reque...
8. https://accessinfo.hk/zh_HK/help/officers
Dear Miss Li,
Further to my reply dated 12 October 2021, please find below the Hospital
Authority (HA) Head Office’s responses to the items you requested:
Item 1
The HA’s definition of complaint is dissatisfaction with the HA’s services
expressed by patients/the public (or proxies).
Items 2, 3 and 5
The HA operates a two-tier system in handling complaints from patients and
the public. The first-tier system is in place in all public
hospitals/clinics to deal with first-time complaints against their staff
or services provided. A reply will be given to the complainant to convey
the investigation findings and address the complainant’s concerns. If the
complainant is not satisfied with the outcome of the hospital’s handling,
he/she can appeal to the Public Complaints Committee (PCC) for a review.
The PCC is established under the HA Board to independently consider and
decide on all appeal cases which fall within its Terms of Reference. It
comprises members from different sectors of the community who are neither
executives nor employees of the HA. As a result of their independent
status, all complaint cases are considered fairly and impartially, and the
PCC’s decision represents the final decision of the HA on a particular
complaint.
Item 4
The public can provide feedback to the HA through different channels, viz.
the online feedback form, by mail/email/fax/phone and in person. The HA
does not compile the summary of the feedback specifically collected from
the online feedback form. According to paragraph 1.14 of the Code on
Access to Information, the Code does not oblige departments to create a
record which does not exist. For an analysis of all feedback received by
the HA in the financial year of 2019-2020, please refer to Appendix 7 on
P. 200 of HA’s Annual Report 2019-2020
([1]https://www.ha.org.hk/ho/corpcomm/AR2019...).
Item 6
In the HA, there is an established mechanism for assessing an employee’s
performance through the Staff Development Review. It involves a structured
process of managing and developing people. It is a key to achieving the
mission of the HA and that of hospitals. It also provides a focus on the
future development of staff based on the achievement of results and
overall performance. The performance assessment on doctors is based on
results attained of agreed objectives and evaluation of Core Competency
(the set of knowledge, skills and attributes required for effective
performance). The Core Competency set of doctors are categorised into four
main groups, namely (1) Functional, (2) Personal, (3) People & Team, and
(4) Organisation Effectiveness. With clearly spelled out Core Competency,
staff can understand the performance expected of them and how they can
perform more effectively.
If you have any questions about this reply, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
From: [Hospital Authority request email]
Sent: Tuesday, October 12, 2021 10:28 AM
To: 'Li Jiaxuan' <[FOI #811 email]>
Subject: Application for Access to Information (Li Jiaxuan) 公開資料
request - The Feedback Collection System for Public Hospitals
Dear Miss Li,
Thank you for your Application for Access to Information dated 3 October
2021.
As the processing of your request involves consultation with the
departments concerned, we are unable to provide you with the information
sought at this stage. You will be advised further in relation to your
request on or before 22 October 2021.
Should you have any questions in the meantime, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
-----Original Message-----
From: Li Jiaxuan
Sent: Sunday, October 3, 2021 4:44 PM
To: [2][Hospital Authority request email]
Subject: 公開資料 request - The Feedback Collection System for Public
Hospitals
------------------------
EXTERNAL EMAIL: This email originated from outside of HA. Do not click any
links, open any attachments, or reply unless you trust the sender and know
the content is safe. Use the "Report Phishing Email" function to report
suspicious emails.
------------------------
Dear Hospital Authority,
This is a student study group from Baptist University taking a General
Education course for undergraduates in which students investigate various
government policies and projects. Our team is doing a project related to
the health management function in e-Health application.
As a concerned citizen of Hong Kong and due to the needs of our university
research. I'm writing to ask the following questions under the Code on
Access to Information.
1.How does the HA distinguish a formal complaint from an expression of
dissatisfaction of a patient?
2.According to the annual reports(on Appendix 7, page 200), 114 complaints
were received on General Out-patient Clinics.How were these patients’
complaints handled? What were the outcomes?
[3]https://www.ha.org.hk/ho/corpcomm/AR2019...
3.Through what procedures would the complaints reach the Public Complaints
Committee?
4.Could you provide summary of the feedback collected from this online
form:
[4]https://www.ha.org.hk/visitor/ha_visitor...
such as the number of users, the types of feedback?
5.The Public Complaint Committee only handled 220 cases in 2019-20. Could
you let us know under what circumstances will a complaint be handled by
the committee?
[5]https://www.ha.org.hk/ho/corpcomm/AR2019...
Referring to a 2007 study on automated review of electronic health records
to assess quality of care for outpatients with heart failure
([6]https://www.acpjournals.org/doi/full/10....),
it seems feasible to assess doctors’ performance through automatic review
of eHealth records.
1.How does the government (Hospital Authority) assess doctors’ performance
when treating heart failure patients regarding the issues addressed in the
study?
Thanks in advance for your assistance.
Yours sincerely,
Li Jiaxuan
Hong Kong Baptist University
Kowloon Tong, Hong Kong
-------------------------------------------------------------------
This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.
請將此電子郵件地址用於對此請求的所有回复：
[7][FOI #811 email]
Is [8][Hospital Authority request email] the wrong address for 公開資料 requests to 醫院管
理局? If so, please contact us using this form:
[9]https://accessinfo.hk/zh_HK/change_reque...
免責聲明：本訊息及其後的回應將會在網上公開。以下是我們的私隱及版權政策：
[10]https://accessinfo.hk/zh_HK/help/officers
如果您認為此服務對於資訊詢問自由權（FOI）官員很有用，請讓您的網絡管理員從
您組織的FOI頁面鏈接到我們。
-------------------------------------------------------------------
--------------------------------------------------------------------------
***************************************************************************
Disclaimer
This Email may contain privileged and confidential information and is
solely for the use of the intended recipient. If you are not the intended
recipient, you must not print, copy, distribute or take any action in
reliance on it. If you have received this Email by mistake, please notify
the sender and then delete this Email from your computer. The Hospital
Authority does not accept liability arising from Email transmitted by
mistake.
Although this Email and any attachments are believed to be free of virus
or other defects that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free, and no responsibility is accepted by the Hospital
Authority for any loss or damage in any way arising from its use.
All views or opinions expressed in this Email and its attachments are
those of the sender and do not necessarily reflect the views and opinions
of the Hospital Authority.
***************************************************************************
References
Visible links
1. https://www.ha.org.hk/ho/corpcomm/AR2019...
2. mailto:[Hospital Authority request email]
3. https://www.ha.org.hk/ho/corpcomm/AR2019...
4. https://www.ha.org.hk/visitor/ha_visitor...
5. https://www.ha.org.hk/ho/corpcomm/AR2019...
6. https://www.acpjournals.org/doi/full/10....
7. mailto:[FOI #811 email]
8. mailto:[Hospital Authority request email]
9. https://accessinfo.hk/zh_HK/change_reque...
10. https://accessinfo.hk/zh_HK/help/officers
Dear Dr Wang,
Thank you for your email dated 22 October 2021.
As the processing of your request involves consultation with the
departments concerned, we are unable to provide you with the information
sought at this stage. You will be advised further in relation to your
request on or before 11 November 2021.
Should you have any questions in the meantime, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
From: Simon H WANG <[email address]>
Sent: Friday, October 22, 2021 1:53 PM
To: [Hospital Authority request email]
Cc: [email address]
Subject: Follow up on a request of info (The Feedback Collection System
for Public Hospitals)
Dear Ms Chu
Referring to the
request [1]https://accessinfo.hk/zh_HK/request/the_...
Could you address the question more directly:
Referring to a 2007 study on automated review of electronic health records
to assess quality of care for outpatients with heart failure
([2]https://www.acpjournals.org/doi/full/10....), it seems feasible to
assess doctors’ performance through automatic review of eHealth records.
How does the government (Hospital Authority) assess doctors’ performance
when treating heart failure patients regarding the issues addressed in the
study?
Please reply to the accessinfo email address and cc me.
Thanks.
Yours sincerely
Dr Simon Wang, Ph.D., FHEA
Lecturer in English
Language Centre
Hong Kong Baptist University
Kowloon Tong, Hong Kong
Phone: (852) 34117044
[3]http://lc.hkbu.edu.hk/staff_simon.php
[4]Writing for the Public Project
--------------------------------------------------------------------------
Disclaimer
This message (including any attachments) may contain confidential
information intended for a specific individual and/or purpose. If you are
not the intended recipient, please delete this message and notify the
sender and the University immediately. Any disclosure, copying, or
distribution of this message, or the taking of any action based on it, is
prohibited as it may be unlawful.
In addition, the University specifically denies any responsibility for the
accuracy or quality of information obtained through University E-mail
Facilities. Any views and opinions expressed in the email(s) are those of
the author(s), and do not necessarily represent the views and opinions of
the University. The University accepts no liability whatsoever for any
losses or damages that may be incurred or caused to any party as a result
of the use of such information.
--------------------------------------------------------------------------
***************************************************************************
Disclaimer
This Email may contain privileged and confidential information and is
solely for the use of the intended recipient. If you are not the intended
recipient, you must not print, copy, distribute or take any action in
reliance on it. If you have received this Email by mistake, please notify
the sender and then delete this Email from your computer. The Hospital
Authority does not accept liability arising from Email transmitted by
mistake.
Although this Email and any attachments are believed to be free of virus
or other defects that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free, and no responsibility is accepted by the Hospital
Authority for any loss or damage in any way arising from its use.
All views or opinions expressed in this Email and its attachments are
those of the sender and do not necessarily reflect the views and opinions
of the Hospital Authority.
***************************************************************************
References
Visible links
1. https://accessinfo.hk/zh_HK/request/the_...
2. https://www.acpjournals.org/doi/full/10....
3. http://lc.hkbu.edu.hk/staff_simon.php
4. https://sites.google.com/a/hkbu.edu.hk/w...
Dear Dr Wang,
Further to my reply dated 29 October 2021, please find below the Hospital
Authority (HA) Head Office’s response to your follow-up request:
Individual doctors’ performance is assessed in accordance with clinical
governance and the prevailing human resources policy and practices. The
governance would regularly review the service performance and patient
outcomes with reference to international benchmarks as appropriate or when
necessary.
If you have any questions about this reply, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
From: [1][醫院管理局供索取資料的電郵]
Sent: Friday, October 29, 2021 12:34 PM
To: '[索取資料要求電郵#811]'
<[2][索取資料要求電郵#811]>
Cc: 'Simon H WANG' <[3][電郵地址]>
Subject: Follow up on a request of info (The Feedback Collection System
for Public Hospitals)
Dear Dr Wang,
Thank you for your email dated 22 October 2021.
As the processing of your request involves consultation with the
departments concerned, we are unable to provide you with the information
sought at this stage. You will be advised further in relation to your
request on or before 11 November 2021.
Should you have any questions in the meantime, please do not hesitate to
contact me.
Yours sincerely,
Sandy Chu(Miss)
Access to Information Officer
Hospital Authority Head Office
(Tel.: 2300 6568/2300 6555)
From: Simon H WANG
Sent: Friday, October 22, 2021 1:53 PM
To: [4][醫院管理局供索取資料的電郵]
Cc: [5][電郵地址]
Subject: Follow up on a request of info (The Feedback Collection System
for Public Hospitals)
Dear Ms Chu
Referring to the request
[6]https://accessinfo.hk/zh_HK/request/the_...
Could you address the question more directly:
Referring to a 2007 study on automated review of electronic health records
to assess quality of care for outpatients with heart failure
([7]https://www.acpjournals.org/doi/full/10....), it seems feasible to
assess doctors’ performance through automatic review of eHealth records.
How does the government (Hospital Authority) assess doctors’ performance
when treating heart failure patients regarding the issues addressed in the
study?
Please reply to the accessinfo email address and cc me. Thanks.
Yours sincerely
Dr Simon Wang, Ph.D., FHEA
Lecturer in English
Language Centre
Hong Kong Baptist University
Kowloon Tong, Hong Kong
Phone: (852) 34117044
[8]http://lc.hkbu.edu.hk/staff_simon.php
[9]Writing for the Public Project
--------------------------------------------------------------------------
Disclaimer
This message (including any attachments) may contain confidential
information intended for a specific individual and/or purpose. If you are
not the intended recipient, please delete this message and notify the
sender and the University immediately. Any disclosure, copying, or
distribution of this message, or the taking of any action based on it, is
prohibited as it may be unlawful.
In addition, the University specifically denies any responsibility for the
accuracy or quality of information obtained through University E-mail
Facilities. Any views and opinions expressed in the email(s) are those of
the author(s), and do not necessarily represent the views and opinions of
the University. The University accepts no liability whatsoever for any
losses or damages that may be incurred or caused to any party as a result
of the use of such information.
--------------------------------------------------------------------------
***************************************************************************
Disclaimer
This Email may contain privileged and confidential information and is
solely for the use of the intended recipient. If you are not the intended
recipient, you must not print, copy, distribute or take any action in
reliance on it. If you have received this Email by mistake, please notify
the sender and then delete this Email from your computer. The Hospital
Authority does not accept liability arising from Email transmitted by
mistake.
Although this Email and any attachments are believed to be free of virus
or other defects that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free, and no responsibility is accepted by the Hospital
Authority for any loss or damage in any way arising from its use.
All views or opinions expressed in this Email and its attachments are
those of the sender and do not necessarily reflect the views and opinions
of the Hospital Authority.
***************************************************************************
References
Visible links
1. mailto:[醫院管理局供索取資料的電郵]
2. mailto:[索取資料要求電郵#811]
3. mailto:[電郵地址]
4. mailto:[醫院管理局供索取資料的電郵]
5. mailto:[電郵地址]
6. https://accessinfo.hk/zh_HK/request/the_...
7. https://www.acpjournals.org/doi/full/10....
8. http://lc.hkbu.edu.hk/staff_simon.php
9. https://sites.google.com/a/hkbu.edu.hk/w...
