Performance Pledge

Services Provided
Performance Standards and Targets
Effective Monitoring
Service Environment
The Role of the Public
Right to Appeal
Where to go for Further Information
Other Services
Activities to improve service standard

Services Provided

This performance pledge covers:
1. a) Services provided in times of emergency
2. b) Services provided in times other than emergency
3. c) Service response time

(a)Services provided in times of emergency:
1. (i) Emergency Call Out - If assistance is required at a site where an incident or disaster occurs, we will deploy an Emergency Response Task Force (ERTF) to the scene to provide medical assistance by giving paramedic care to the injured. The standard time to arrive at the scene is 45 minutes.
2. (ii) Typhoon Manning - When typhoon signal No. 8 or above is hoisted, we will deploy officers to the Fire Services Communication Centre to act as Departmental Liaison Officers responsible to co-ordinate the rescue work carried out by various departments. Our members will report to the Ambulance Depots / Stations of the Fire Services Department and help set up first aid posts to provide first aid treatment for members of the public who are in need. We will also augment the ambulance service of the Fire Services Department by providing additional ambulance crews at designated Depots / Stations.
3. (iii) Ambulance Service - An emergency ambulance on stand-by at the New Territories East Regional Office in Hin Tin will provide reinforcement for the Fire Services Department at the scene of emergency whenever emergency calls are received from it between 3 p.m. and 11 p.m. daily.
(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. It responded to a total of 9,864 calls in 2019. A total of 52,345 hours of services were provided.
2. (ii)FA & Ambulance Services in CP Duty
  
  AMS provides first aid and ambulance services in country parks and cycle track 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 2019, 2,319 numbers of casualties were treated at Country Park & Cycle Track.
3. (iii)FA Coverage
  
  AMS will, on request, provide first aid coverage for non-profit-making organizations. To allow sufficient time for processing such applications, applicants should forward their applications to AMS Headquarters at least 14 clear working days in advance and state clearly the information required, e.g. date, time, venue and estimated number of participants at the function. The target reply time is 10 clear working days. Nevertheless, depending on different circumstances (e.g. major functions that are likely to attract a large population), individual applications will be considered at even shorter notice.
  
  AMS cooperates with the Hong Kong Police Force and other government departments in providing on-the-spot first aid coverage for major activities such as the fireworks displays and the New Year Eve Count-down Carnival. During these kinds of functions the control room at AMS Headquarters will be manned in order to exercise the overall control in handling any emergency situation that may arise. In 2019, AMS provided 256,947 man-hours for such coverage.
4. (iv)Training for Civil Servants
  
  We organize basic courses on first aid and resuscitation for civil servants. On request, first aid talks 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 2019, a total of 4,669 participants were awarded a certificate of Basic First Aid.

Types of Services	Target Response Time
Emergency Call Out
Deploy an Emergency Response Task Force (ERTF) to the scene to provide paramedic care for the injured	45 minutes
Other Services
Approve applications for the provision of first aid coverage from non-profit-making organizations	10 working days
Approve applications for the provision of chargeable first-aid talks non-profit-making organizations	10 working days
Acknowledge receipt of membership applications	10 working days
Notify ineligible membership applicants in writing	1 month
Invite eligible membership applicants for an interview	2 months
Written Enquiries and Complaints
Acknowledge receipt	3 working days
Interim reply	10 working days
Formal reply	1 month

Recruitment

Members of the public who wish to become an AMS member should submit a completed application form directly to the AMS Headquarters at 81 Princess Margaret Road, Ho Man Tin, Kowloon. An acknowledgement letter will be sent to applicants within 10 working days. Applicants who are ineligible will be notified in writing within one month while those who are eligible will be invited to attend an interview within 2 months. In 2019, 921 applications were received and processed whereas 307 new recruits successfully completed the basic recruit training.

(d)Environmental Protection

We undertake to carry out our services and operations in an environmental-friendly and responsible manner in order to keep Hong Kong clean and tidy. Our major environmental initiatives include:
1. (i)ensuring that requirements of all applicable environmental protection ordinances and regulations are fully met;
2. (ii)promoting the use of email communications among staff and members. A digital platform called e-garden was set up in June 2004 for members to communicate among themselves;
3. (iii)uploading training notes and departmental orders to the e-garden to minimize printing and the use of paper.

Effective Monitoring

The Chief Staff Officer (CSO) will monitor if our services meet the standards. Questionnaires will be used to collect the public's opinions and the results published annually.
Service Environment

We commit to providing timely and efficient services for the public.
The Role of the Public

If members of the public have any suggestions or comments on the way our services are provided, they can forward them to the Chief Staff Officer. Despite the best efforts we have put up, we understand that there may be some areas we have not fully met. If this is the case, please feel free to write to us to ask for a full explanation. In case a formal reply cannot be given immediately, we will first give an interim reply within 10 working days. Alternatively, you can contact the Senior Operations & Training Officer concerned, who will, whenever necessary, arrange an appointment for you to meet the appropriate staff.
Right to Appeal

If you are still not satisfied with the reply, you may appeal in writing to the CSO of AMS at 81 Princess Margaret Road, Homantin, Kowloon.
Where to go for Further Information

Any member of the public who wishes to obtain information concerning topic such as home safety and first aid may approach the Resource Corner at Room 105, 1st Floor, AMS Headquarters. For information on the range of services provided by us, they can obtain it through a 24-hour inquiry hotline (2762 2033) operated by an Interactive Voice Response System or by visiting our website at http://www.ams.gov.hk
Other Services

Our members assist the Department of Health in administering the daily running of 19 methadone clinics throughout the year.

In 2019, a total of 244 members received training to become an inoculator. They are ready to provide vaccination service for the public for the prevention of seasonal and infectious diseases.
Activities to improve service standard

At present, there are 44 members in the AMS Psychosocial Response Team. Possessing psychosocial first aid knowledge and skills, they areresponsible for assisting people suffering from emotional shocks caused by major disasters and calamities.

To cope with the policy of the Hong Kong Special Administrative Region Government, AMS will continue to conduct fire prevention training. In 2019, a total of 189 members became qualified Fire Safety Ambassadors.