Ombudsman's three strategic focuses deliver results and tangible benefits to community
The following is issued on behalf of the Office of The Ombudsman:
The Ombudsman, Mr Jack Chan, today (July 2) presented the 2024-25 Annual Report of The Ombudsman to the public. The Office exceeded all its service targets in handling enquiries, complaints, reassessment and review of complaints in the reporting year.
Mr Chan said, "Since assuming office on April 1 last year, I have championed three strategic focuses: (1) enhancing mediation to effectively and swiftly resolve public complaints; (2) fostering interdepartmental collaboration to provide highly efficient and quality public services; and (3) cultivating a positive and proactive complaint culture within the community. These three initiatives are designed to improve the quality of public administration, deliver tangible benefits to our citizens, and encourage the Government and citizens to foster a more stable, harmonious and progressive society for all."
In the reporting year, the Office concluded an all-time high of 555 cases by mediation, nearly tripling the number of the previous year and accounting for 33.5 per cent of the cases pursued. Given that the average time taken to resolve a complaint by way of mediation was only 10.87 days, it significantly expedited the process of redressing grievances for the public.
On the front of fostering interdepartmental collaboration, the Office completed three direct investigation operations and processed 141 complaint cases during the year in this connection.
The Office has stepped up efforts to cultivate a positive complaint culture. In addition to the annual Ombudsman's Awards Scheme, the Office issued 41 appreciation letters to 16 departments and organisations, and presented 19 appreciation certificates to complainants during the year, recognising their contribution to the enhancement of public administration. For the first time, the Office hosted seminars for universities and tertiary institutes, with a total of 13 seminars held at tertiary and secondary institutes throughout the year to promote a positive complaint culture. The Office is in active preparation for establishing the Hong Kong International Ombudsman Academy to provide appropriate training for government departments and public organisations, enhance the professional capabilities of staff of the Office, and promote exchanges and co-operation between the Office and overseas ombudsman institutions.
The Office completed eight direct investigation operations and 40 full investigations during the year, delivering a total of 254 recommendations, 37 per cent more compared to that of the previous year, for improvement of public administration. All the recommendations were accepted by the government departments or organisations concerned, including some having been pursued and implemented. From November 2024 onwards, the Office started making observations in cases concluded after inquiries to highlight the improvements that had been or could be put in place more speedily. As at March 31, 2025, 106 observations had been made and were well received by the government departments or public organisations concerned.
In the reporting year, the Office received 4 402 complaints on various topics and completed 4 664 cases (including some carried over from the preceding year), of which 3 009 were assessed and closed and 1 655 pursued and concluded.
The full text of the Annual Report can be viewed or downloaded from the Office's website at www.ombudsman.hk.
Ombudsman's three strategic focuses deliver results and tangible benefits to community Source: HKSAR Government Press Releases
Chinese medicine sector fully supports residents affected by Tai Po Wang Fuk Court fire by providing free Chinese medicine consultation services
The Health Bureau (HHB) announced today (December 14) that free Chinese medicine (CM) consultation services will be provided to residents affected by the fire at Wang Fuk Court in Tai Po starting tomorrow (December 15). In addition, various CM services will also be deployed to fully address their medical needs.
Free Chinese medicine consultation services
To ensure the affected residents receive more comprehensive medical support, free CM consultation services will be launched starting tomorrow. Under the co-ordination of the Primary Healthcare Commission (PHC Commission) and the Chinese Medicine Unit of the HHB, 150 CM practitioners have participated in the free CM consultation services, covering more than 170 service points. Starting from tomorrow until February 28, 2026, all residents of the eight blocks at Wang Fuk Court (including foreign domestic helpers) can receive up to three free CM consultation services, including the provision of medication and related treatments based on their clinical needs, through the arrangement of the District Health Centres/ District Health Centre Expresses (collectively referred to as DHCs) across all 18 districts in Hong Kong. The scope of free CM consultation services covers health conditions that may arise after the fire, such as emotional changes, insomnia, palpitations; coughing, wheezing, dry throat, and itchy throat; physical weakness, fatigue, loss of appetite, dyspepsia; as well as pain and musculoskeletal injuries.
Affected residents with medical needs can call the hotlines or visit any DHC in person to seek assistance, regardless of their current place of residence. Those who are registered DHC members may also contact their respective DHC directly. The hotlines have been posted on the websites of the PHC Commission and the DHCs. Case managers of the DHCs will pair them with CM practitioners participating in the free CM consultation scheme based on their individual situation and preferences.
The Chinese Medicine Hospital of Hong Kong
All residents of the eight blocks at Wang Fuk Court (including foreign domestic helpers), and all individuals injured in the fire and admitted to public hospitals under the Hospital Authority (HA) can receive full fee waivers at the Chinese Medicine Hospital of Hong Kong (CMHHK) until December 31, 2026. The waivers cover all government-subsidised services of CMHHK, including General Clinic, Specialised Clinic, Allied Health Services, day-patient services, as well as special Western medicine diagnostic procedures and medications (discharge medication collection). Relevant individuals can identify themselves to CMHHK and provide basic personal information (including name, identity card number and residential address) during consultations to facilitate the arrangement.
Chinese Medicine Clinics cum Training and Research Centres located in 18 districts
Following the fire, the Chinese Medicine Clinics cum Training and Research Centres (CMCTRs) under the HA promptly provide support in Sha Tin District, Tai Po District, and North District through enhancing CM services, arranging rescheduling of appointments, and re-dispensing of Chinese medicines.
Starting from December 2, the 18 CMCTRs have been fully supporting all residents of the eight blocks at Wang Fuk Court (including foreign domestic helpers). They are eligible for full medical fee waivers until December 31 2026, covering government-subsidised CM outpatient services, including general consultation, acupuncture and bone-setting/tui-na. Relevant individuals can call the CMCTRs during their service hours or make an appointment via the "18 CM Clinics" mobile application. They shall identify themselves to the CMCTRs and provide basic personal information (including name, identity card number and residential address) upon registration to proceed with the arrangement. The CMCTRs will provide priority booking for the affected residents. In addition, the Integrated Chinese-Western Medicine Services under the HA's public hospitals/ambulatory care centres/out-patient clinics (currently available for six selected disease areas) will also waive service fees for relevant individuals.
Information about the 18 CMCTRs can be found on the HACMK website.
The HHB expresses gratitude to the CM sector and non-governmental organisations for their dedication to providing various CM support to the affected residents. The Government will continue to co-ordinate various medical services to support the physical and mental health needs of the residents.
Source: AI-found images
