Feedback System of 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.In general, how do the public hospitals collect feedback from patients regarding the doctors’ services?
2.Through what channels can the patients file complaints, praise the doctors and assess the doctors’ service quality?
3.Are there any questionnaires for the patients to evaluate their medical experience?
4.How do the hospitals assess the performance of the doctors?
5.What are the procedures for a patient to file a complaint? And in what ways were patients informed of these procedures?
Thanks in advance for your assistance.
Yours faithfully,
Sunny SHU
Undergraduate student
Hong Kong Baptist University
Kowloon Tong, Hong Kong
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Hospital Authority ([1]www.ha.org.hk)
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醫院管理局 ([2]www.ha.org.hk)
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医院管理局 ([3]www.ha.org.hk)
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Dear Mr Shu,
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)
Dear Mr Shu,
Further to my reply dated 12 October 2021, please find below the HA Head
Office’s responses to the items you requested:
Items 1, 2 and 5
The public can file a complaint, appreciation or feedback to the Hospital
Authority (HA) through different channels, viz. the online feedback form,
by mail/email/fax/phone and in person.
The HA operates a two-tier system in handling complaints from patients and
the public, details of which are posted on the HA’s website. The
first-tier system is in place in all public hospitals/clinics to deal with
first-time complaints against their staff or services provided. Patient
Relations Officers are appointed in each hospital to handle patient/public
complaints/feedback/appreciation on services of the hospital. 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 3
The HA has been conducting Patient Experience Surveys (PES) since 2010 to
better understand patients’ experience and proactively collect their
feedback for service enhancement. Members of the public are welcome to
browse the latest Report of the PES posted on the HA’s website
([1]www.ha.org.hk) (“Corporate News” → ”Special Reports”) or accessible
via
[2]https://www.ha.org.hk/visitor/ha_visitor....
Item 4
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 10:25 AM
To: 'Sunny SHU' <[FOI #810 email]>
Subject: Application for Access to Information (Sunny Shu) Freedom of
Information request - Feedback System of Public Hospitals
Dear Mr Shu,
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)
