In response to the recent discussions and complaints regarding the service quality of residential care homes for the elderly (RCHEs), a spokesman for Social Welfare Department (SWD) said that the department was looking into the complaints. Also, the SWD is considering a series of measures to enhance the service quality of private RCHEs and to strengthen the monitoring and complaint-handling mechanism.

    The SWD's spokesman reiterated the Government's concerns about the quality of life and the psychological well-being of elderly people living in RCHEs. As the licensing authority of RCHEs, the SWD will continue to ensure that the elderly are properly taken care of, and will live happily and with dignity in RCHEs.

    "The SWD's licensing requirements or guidelines cover many aspects of the service quality of RCHEs, including food quality and meal arrangements, bathing skills and arrangements, manpower requirements, and nursing and personal care. Regarding the unsatisfactory practices as highlighted in the complaints, the SWD has contacted the complainants for more information, and the inspectorate teams of the Licensing Office of Residential Care Home for the Elderly (LORCHE) are taking follow-up action. If it is proven that such practices do exist, the SWD will take necessary action against those RCHEs involved," the SWD's spokesman said.

    Apart from following up the complaints, the LORCHE inspectors will continue to conduct surprise visits to RCHEs to strengthen monitoring. In addition, the SWD will continue to collaborate with the Department of Health in enhancing staff training and quality of care of RCHEs, with the view to ensuring that elderly residents in RCHEs will receive proper care in a suitable environment.

    Also, the SWD will consider introducing a series of measures aimed at enhancing monitoring, promoting self-discipline among the private RCHE sector, and raising public awareness of consumers' rights, with a view to enhancing public confidence in private RCHEs.

    Since 1996, the SWD has successfully prosecuted 38 cases involving RCHEs breaching the licensing requirements.

    The SWD seeks the co-operation of the community, residential care services users and their family members in reporting to the SWD on RCHEs, which are suspected of breaching the licensing requirements. It will carry out investigations into complaints received.  

    SWD's complaints hotlines are 2961 7211 or 2834 7414.  

Ends

August 5, 2005