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Service of 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, Sundays and Public Holidays. You can contact us in person, by mail, fax, phone or e-mail.
    Address: 1/F, Shatin Hospital
    33, A Kung Kok Street, Ma On Shan, Shatin, N.T.
    Tel. no.: 3919 7504
    Fax no.: 2647 7850
    E-mail address: (Shatin Hospital)

  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.