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The Ombudsman announces results of direct investigations
On 5 February 2026, the Ombudsman, Mr Jack Chan, announced the completion of a direct investigation operation into the effectiveness of administrative support provided for complaint handling by the Secretariat of the Medical Council of Hong Kong (“MCHK”) under the Department of Health (“DH”), and the DH’s regulatory role. The Office of The Ombudsman (“the Office”) made 21 improvement recommendations to the authorities.
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It has come to the attention of the Office that in October 2025, some media reported on a 15-year delay by the MCHK in handling a complaint concerning an infant left with cerebral palsy, while the MCHK Secretariat (“the Secretariat”) was unable to explain the delay. The MCHK stayed the proceedings permanently on the grounds that too much time had passed for the medical practitioner under complaint to be given a fair hearing. The incident raised significant public concern from all sectors. Subsequently, further media reports emerged alleging that the MCHK had delayed handling complaints involving the death of a woman after childbirth, and the death of a patient after taking prescribed medication. All the above cases were outstanding for nearly 10 years or even longer. The public is therefore extremely concerned about any inadequacies in the mechanism and process of the MCHK and its Secretariat for handling complaints.
Mr Chan said, “The Office shares the wide community concern about whether a proper and effective mechanism and process are in place for handling complaints against medical practitioners. We, therefore, initiated a direct investigation operation into DH. During our investigation into the Secretariat under the DH’s establishment, the Office also found systemic issues and inadequacies in the management and operation of the MCHK’s complaint-handling and monitoring mechanism. Given the Office’s duty to enhance the quality and standards of public administration, promote administrative fairness, take into account significant public interest and respond to community concerns, we also give a detailed account of relevant findings and observations in this report. We endeavour to promote and facilitate the Government’s review of any room for improvement in existing legislation, systems, administrative support and resource allocation, thereby ensuring that the MCHK can effectively fulfil its statutory functions on handling complaints against medical practitioners.”
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Source: The Office of the Ombudsman Hong Kong, China
