Hospital Authority announces an incident on Patient Billing and Revenue Collection System

The following is issued on behalf of the Hospital Authority:

     The Hospital Authority (HA) spokesperson today (March 28) announced an incident involving a malfunctioning of the Patient Billing and Revenue Collection System:
     The HA Head Office received a report from a hospital on March 21 that there was a patient enquiry regarding a discrepancy in the waiver of hospital fees. Upon receiving the report, HA Head Office immediately conducted a review of the records in the Patient Billing and Revenue Collection System.  It was confirmed the bill concerned was generated on March 11.
     Following a further review of the operational records and an initial investigation, it was revealed that a system error occurred on March 11.  The fee waivers for 226 patients had not been reflected in the System in a timely manner, hence the patients concerned had unnecessarily received a hospital bill.  The 226 patients concerned, who had all been granted the fee waiver, are currently receiving Community Nursing Service in 13 public hospitals (see list below).
     Upon confirmation of the incident, HA Head Office and the 13 hospitals have immediately coordinated to start contacting the 226 patients to explain the incident and also to apologise for the inconvenience caused.  If patients have already settled the bill, refunds will be arranged by the hospitals immediately and cheques mailed out. Those who have yet to settle the bill will be advised to ignore it.  As at today (March 28), all the patients concerned have been contacted.  Among them, 14 patients have settled the bill and will be receiving a refund.
     The HA is deeply concerned about the incident and will conduct a thorough investigation to prevent similar incidents in the future.  The Authority also extends its apologies to the affected patients.

     List of the concerned public hospitals:
Alice Ho Miu Ling Nethersole Hospital
Caritas Medical Centre
Haven of Hope Hospital
Kowloon Hospital
Kwong Wah Hospital
North District Hospital
Our Lady of Maryknoll Hospital
Princess Margaret Hospital
Pok Oi Hospital
Pamela Youde Nethersole Eastern Hospital
Tuen Mun Hospital
United Christian Hospital
Yan Chai Hospital

Ends/Wednesday, March 28, 2018
Issued at HKT 17:37