Ombudsman probes HA medical aid loan service over strict procedures

The Office of the Ombudsman has initiated an investigation into the Hospital Authority’s loan service for medical aids such as wheelchairs and walking sticks, following complaints about its cumbersome and overly strict procedures.

Ombudsman Jack Chan Jick-chi raised concerns over the difficulties in borrowing and returning equipment, noting that borrowers must pay a deposit of up to HK$3,500 per item.

If the deposit receipt is unable to be presented, the HA will withhold the refund, a policy which Chan warned could trigger disputes and financial hardship for families.

Under the HA’s system, assistive devices such as wheelchairs, walking sticks, and frames are available for loan to patients and their caregivers to support recovery and daily activities.

However, it is learnt that the authority’s procedures for borrowing and returning these devices are unnecessarily complex.

For instance, only the person who paid the deposit can reclaim the money in person at the hospital, and they must present the original receipt, even if they provide proof that the equipment was returned undamaged.

“In this light, I have decided to launch a full investigation into the HA’s current procedures and mechanisms for assistive device loan services to identify any areas for improvement,” Chan stated.

“Pertinent recommendations will be made for the benefit and convenience of the public,” he added.

(Cheng Wong)