omplaint handling is a science and an art. While Hong Kong has become a city of complaints, public organisations and enterprises are all inundated with complaints, and HA is no exception. Taking care of a large number of patients every day, hospital frontline staff will inevitably encounter complaints.

Several guest speakers shared their experience at the conference titled "From Complaints Culture to Cultured Complaints" held by the Hospital Authority head office (HAHO). A speaker encouraged our colleagues to adopt a proactive rather than reactive approach in handling complaints. Some pointed out that, instead of our customers, patients were partners with healthcare providers in the fight against diseases.

The conference and workshop were held during 17-18 November at HAHO. "Attendees shared the view that complaints could provide opportunities for service improvement. The best way out was to proactively resolve complaints through teamwork. By fostering a good partnership with our patients, we could make a positive impact on our society." said Dr Sunny Liu of PYNE.