3.
A Guide to Avoiding Pitfalls in Service Selection
1. Assessment Before Selection:
Communicate with professionals at RSPs
to develop a personal care plan based on health status—avoid buying services
blindly.
2. Verify Service
Qualifications:
Use VISE or
SWD’s Elderly Information Website to confirm whether the provider is qualified
to deliver the required services, especially extended items.
3. Arrange a trial period:
Negotiate a short trial (e.g., 1–2 weeks) to experience service
quality before signing a longer-term agreement.
4. Beware of extra charges:
If a provider recommends add-on services outside the scheme (e.g.,
premium nutrition meals, self-paid rehab devices), discuss with family or a
social worker first to confirm necessity.
Application Process and VISE User Guide
1. Application Process
1. Receive invitation:
SWD issues an invitation letter in Central Waiting List order,
including an application form and a list of RSPs in the applicant’s district.
2. Prepare documents:
o Copy of Hong Kong Identity Card
o Household income proof (if
willing to declare)
o Proof of relationship with
co-residing family members (e.g., household registration document, marriage
certificate)
3. Submit the application
(choose one method):
o Online submission: log in to
VISE, complete the form, upload electronic documents
o Postal submission: mail the
form and hard-copy documents to the CCSV Office address
o In-person submission: submit at
the above address or designated SWD offices
4. Approval and voucher
issuance:
o Standard applications: approval
within 2–4 weeks; an e-voucher number will be
issued via VISE (no paper vouchers)
o Applications requiring income
verification: results notified within 10 working days after
documents are received, followed by voucher issuance
2. VISE Step-by-Step Guide
(1) Registration and login
· First login: use HKID number +
temporary password from the invitation letter; change to a personal password
afterwards (family assistance recommended)
· Forgot password: use the
“Forgot Password” function via mobile verification, or contact the office to
reset
(2) Key functions
· Co-payment estimation: enter household income and household size to check the
corresponding co-payment level
· Provider search: filter by district, service type, and service items; view contact
details, availability, and user feedback
· Service confirmation: confirm the service package with the chosen provider in the system
and generate an e-agreement
· Usage tracking: check monthly voucher usage, service records, and next month’s
remaining balance
(3) Technical support
If assistance is needed, call the office (3107 3013)
or request help from community volunteers for on-site guidance.
3. Common Application Errors and Remedies
1. Missing documents:
if SWD requests additional documents, submit within 7
working days; otherwise, the application will be paused.
2. Incorrect information:
if household income or number of co-residing members is entered
incorrectly, contact the office promptly to amend to avoid affecting the
co-payment level.
3. No action after
approval:
after receiving approval, the
applicant must confirm a service provider within 1 month,
otherwise the voucher number may be temporarily frozen and must be unfrozen via
application before use.
Service Use and Rights Protection
1. Rules and Limits
1. Provider limit:
within the same calendar month, services may be purchased from up
to two RSPs (e.g., 1 centre-based + 1 home-based). No more than two.
2. Spending limit:
total service cost must not exceed the chosen monthly voucher
value; any excess must be paid out-of-pocket. Unused balance cannot
be carried forward to the next month.
3. Service change
procedure:
to change service items or
providers, give at least 7 working days’ notice via VISE or in
writing to the original provider and SWD to avoid breach-related charges.
4. Suspension and
resumption:
if services are suspended due to
hospitalisation or travel, notify SWD in advance; resumption requires
reconfirmation of the service package.
2. Quality Monitoring and Complaint Channels
1. Routine monitoring:
o Regular review: review service
outcomes with the provider every 3 months and adjust the care
plan
o Record keeping: keep service
records (e.g., care logs, receipts) for quality evaluation
2. Complaint procedure:
o Step 1: communicate with the
provider-in-charge and request improvements
o Step 2: if unresolved, call the
CCSV Office (3107 3013) or submit a complaint via VISE
o Step 3: SWD will respond within
10 working days and follow up on the outcome
3. Satisfaction surveys:
SWD periodically issues questionnaires; older adults should
provide honest feedback to help improve service quality.
3. Key Points on Rights Protection
1. No Forced Consumption:
RSPs must not force older adults to buy additional
services/products; report immediately if this occurs.
2. Transparent Pricing:
charges must match the amounts confirmed in VISE; providers must
not arbitrarily increase fees and must provide written breakdowns.
3.
Remediation for Service Interruption :
if a provider interrupts service due
to its own reasons, it must assist the older adult to contact alternative
providers and bear corresponding responsibilities.
4. Emergency Arrangements:
agree with the provider on emergency contacts and response
procedures to ensure timely action when health conditions change suddenly.
FAQs and Handling Special Situations
1. Frequently Asked Questions
1. Q: Can CSSA recipients have the co-payment waived?
A: CSSA recipients are automatically placed in the 5%
co-payment level. No separate waiver application is required, and no
reimbursement claim from the Social Security Field Units is needed.
2. Q: Can the voucher be transferred to family members?
A: No. The voucher is strictly for the applicant’s
personal use. Transfer is invalid and will lead to disqualification if
discovered.
3. Q: Can the voucher still be used after moving to another district?
A: Yes. Notify SWD to update the residential address and
reselect RSPs in the new district.
4. Q: If the older adult passes away, what happens to the unused voucher?
A: The family must notify SWD to cancel eligibility. Any
unused balance for that month is not refundable and cannot be inherited.
