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
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 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)
-----Original Message-----
From: Sunny SHU <[FOI #810 email]>
Sent: Sunday, October 3, 2021 4:36 PM
To: [Hospital Authority request email]
Subject: Freedom of Information request - Feedback System of 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.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
-------------------------------------------------------------------
This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.
Please use this email address for all replies to this request:
[1][FOI #810 email]
Is [2][Hospital Authority request email] the wrong address for Freedom of Information
requests to Hospital Authority? If so, please contact us using this form:
[3]https://accessinfo.hk/en/change_request/...
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://accessinfo.hk/en/help/officers
If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
--------------------------------------------------------------------------
***************************************************************************
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:[FOI #810 email]
2. mailto:[Hospital Authority request email]
3. https://accessinfo.hk/en/change_request/...
4. https://accessinfo.hk/en/help/officers
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)
-----Original Message-----
From: Sunny SHU
Sent: Sunday, October 3, 2021 4:36 PM
To: [3][Hospital Authority request email]
Subject: Freedom of Information request - Feedback System of 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.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
-------------------------------------------------------------------
This is a request under the Code of Access to Information facilitated via
the accessinfo.hk website.
Please use this email address for all replies to this request:
[4][FOI #810 email]
Is [5][Hospital Authority request email] the wrong address for Freedom of Information
requests to Hospital Authority? If so, please contact us using this form:
[6]https://accessinfo.hk/en/change_request/...
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[7]https://accessinfo.hk/en/help/officers
If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
--------------------------------------------------------------------------
***************************************************************************
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. http://www.ha.org.hk/
2. https://www.ha.org.hk/visitor/ha_visitor...
3. mailto:[Hospital Authority request email]
4. mailto:[FOI #810 email]
5. mailto:[Hospital Authority request email]
6. https://accessinfo.hk/en/change_request/...
7. https://accessinfo.hk/en/help/officers
