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Patient Relations Office

Welcome to the Patient Relations Office. Please note the following information about our service:

  1. This office handles patients' requests for assistance, feedback or complaints regarding the hospital services. On receipt of a case, we will provide appropriate advice or assistance. We may liaise with the department head or staff concerned to follow up the subject and reply to you if necessary.

  2. We also welcome your appreciation to our service and will convey your positive feedback to the staff and department concerned.

  3. Our service hours are from 9:00a.m.-1:00p.m. and 2:00p.m.-5:30p.m. on Monday to Friday. We are closed on Saturdays and public holidays. You can contact us in person, by mail, fax, phone or e-mail.
    Address: Rm. 43066A, 2/F, Old Block, Prince of Wales Hospital, 30-32 Ngan Shing Street, Sha Tin, N.T.
    Tel. no.: 3505 2433
    Fax no.: 3505 4696
    E-mail address: pwh_enquiry@ha.org.hk

  4. With reference to the Hospital Authority complaint handling guidelines, the approximate time required for handling a case is as follows:
    General feedback or complaints Within 6 weeks
    Complex complaints (e.g. cases involve multiple departments or hospitals) Within 3 months

  5. If the case involves a patient's personal information, we will relay the investigation result to the patient directly for protection of personal privacy. The information can only be disclosed when the patient's consent is obtained.

  6. The HA operates a two-tier system in handling patient and public complaints. If the complainant is not satisfied with the hospitalˇ¦s outcome of investigation, he/she may consider contacting the HA Head Office or the Authorityˇ¦s Public Complaints Committee for appeal:
    Address: Hospital Authority Building
    147B Argyle Street, Kowloon
    Tel. no.: 2300 7125 (Public Complaint Hotline)
    2300 6748 (Public Complaints Committee)

  7. List of Patient Groups in the Prince of Wales Hospital

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