Performance Pledge

  1. Services Provided
  2. Performance Standards and Targets
  3. Environmental Protection
  4. Effective Monitoring
  5. Service Environment
  6. The Role of the Public

Services Provided

This performance pledge covers:

a) Services provided in times of emergency
b) Services provided in times other than emergency
c) Service response time


Performance Standards and Targets

  1. (a) Services provided in times of emergency:

    1. Emergency call-out: If assistance is required in times of incident or disaster, we will deploy the Emergency Response Task Force (ERTF) or other team members to the scene to provide medical assistance by giving paramedic care to the injured.
    2. Typhoon duty: When Tropical Cyclone Signal No. 8 or above is hoisted, we will deploy members to designated ambulance depots of the Fire Services Department to support ambulance services, and designated temporary shelters of the Home Affairs Department to provide first aid treatment for members of the public in need.
    3. In addition, in the event of "extreme situations" or large-scale incidents, ambulances will be deployed to provide emergency evacuation services for affected people.

    Country Park Duty

  2. (b) Services provided in times other than emergency

    1. (i) NEATS
      AMS provides non-emergency ambulance transfer service (NEATS) 7 days a week (including public holidays) from 0800 hours to 1800 hours. In 2023, the AMS responded to a total of 9,455 calls.
    2. (ii) FA & Ambulance Services in Country Parks
      AMS provides first aid and ambulance services in country parks on Sundays and public holidays from 1000 to 1600 hours. First aid posts are set up at designated points assigned by the Agriculture, Fisheries & Conservation Department. In 2023, 208 numbers of casualties were treated in country parks.
    3. (iii) First aid bicycle service
      AMS provides first aid bicycle services in cycle track on Saturdays, Sundays and public holidays. The services hour are from 10:00 am to 06:00pm. In 2023, 2,267 numbers of casualties were treated in cycle tracks.
    4. (iv) FA Coverage
      The AMS will, on request, provide first aid coverage for government departments or non-profit organizations. The control room at the AMS headquarters will be activated in order to exercise the overall control in handling any emergency situation that may arise.
      FA & Ambulance Services in CP Duty
    5. (v)Training for Civil Servants
      We organize basic courses on first aid and resuscitation for civil servants. On request, first aid courses are also provided for a fee for staff and members of non-profit-making organizations. Normally the target reply time is 10 clear working days. Upon successful completion of these courses, participants will be awarded a certificate. In 2023, a total of 5,967 participants were awarded the Basic First Aid Certificate.

  3. (c) Service response time

    Types of Services
    Target Response Time
    Approve applications for the provision of first aid coverage from non-profit-making organizations 10 working days
    Approve applications for the provision of first-aid talks non-profit-making organizations 10 working days
    Acknowledge receipt of membership applications 10 working days
    Written Enquiries and Complaints
    Acknowledge receipt 10 working days
    Formal reply 1 month (The investigation may take longer in specific circumstances)

  4. Environmental Protection

    The AMS is responsible for augmenting the HKSAR's regular medical and health service to help maintaining the quality of the medical service for the well-being of the people of Hong Kong. We provide our services through a well-trained, professional and committed force. In carrying out our activities and operations, we are committed to enhancing our environmental protection performance by a series of measures.

    Environmental Protection

Effective Monitoring

The Chief Staff Officer (CSO) of AMS will collect opinions from the public through different channels, so as to strives for continuous improvement in the provision of quality services to the public.

The Role of the Public

If members of the public have any complaints, suggestions or comments about our services, you are welcome to contact us. An interim reply will be given within 10 working days. If necessary, our staff will arrange an appointment for an interview.