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The Ombudsman, Mr Jack Chan, today (5 November) announced the launch of a full investigation into the procedures and mechanisms currently employed by the Secretariat under the Boards and Councils Office of the Department of Health (“DH”) in handling complaints in relation to healthcare incidents and the registration of healthcare professionals.

Mr Chan said, “The Administration’s handling of public complaints in relation to healthcare incidents affects the development and professionalism of the sector and is closely linked to the lives and health of the general public.  The Boards and Councils Office under DH provides administrative support to the relevant boards and councils.  However, complaint information indicates that such administrative support may involve significant delays and therefore be ineffective.  In this light, I have decided to launch a full investigation into the procedures and mechanisms employed by the Secretariat in supporting the Board’s handling of complaints in relation to healthcare incidents and registration of healthcare professionals, to identify areas for improvement and to put forward appropriate recommendations.”

Mr Chan added, “We are also deeply concerned about the recent media reports alleging an unexplained significant delay of 15 years of the Secretariat of the Medical Council of Hong Kong under DH in handling a serious healthcare incident.  We will conduct a series of in-depth investigations into the DH’s regulatory role and responsibilities on supervising the healthcare sector in handling complaints related to healthcare incidents, as well as the support provided by the relevant offices under DH and its effectiveness, to identify systemic inadequacies and provide recommendations for concrete improvement.”

The Ombudsman welcomes views from members of the public on this topic. Written submissions should reach the Office of The Ombudsman by 5 December 2025:

Address: 30/F, China Merchants Tower, Shun Tak Centre, 168–200 Connaught Road Central, Hong Kong

Fax:        2882 8149

Email:    bnco-dh@ombudsman.hk

Office of The Ombudsman

For media enquiries, please contact the External Relations Section at enquiry@ombudsman.hk.