Consumers are getting more and more health-conscious, and they are splurging on preventive medical services, despite their high costs, such as preventive vaccination and health checks. But rising demand has also sent complaints under this category spiralling upwards. In the first 11 months of this year (2017), the Consumer Council has received more than 400 cases relating to vaccination, a whopping increase of 16 times over 23 cases for the whole of last year (2016). Consumer grievances were largely due to unstable supply of vaccines.
According to the complainants, some medical organisations failed to provide the vaccination service as originally scheduled on grounds of suspended supplying one registered vaccine by the pharmaceutical manufacturers. Some of the health checks were found being bundled in monthly payment to boost sales. There were even complaints that some staff of medical centres allegedly exaggerated the consumers’ health problems to lure them into purchasing additionally unnecessary medical check-ups.
The Council is of the view that medical organisations should pay attention to the stability of vaccine supply, as they bear the responsibility to ensure consumers who have purchased the service, receive their vaccination in a timely and orderly manner. They should mitigate the impact on consumers as much as possible by notifying them when there is a shortage of vaccines. Medical check-ups, in addition, fall within the realm of professional medical service based on clinical diagnosis and needs. Consumers are reminded to consult a doctor before deciding on health checks, and furthermore to ensure that there will be a doctor or qualified practitioner in attendance to explain the laboratory report in order not to be misled by non-medically based opinions, into wasting money and time on unwarranted medical check-ups and treatment.
Case One: Inadequate Customer Volume Planning & Unstable Vaccine Supply
Through introduction of a Mainland intermediary, the complainant joined a cervical cancer vaccination plan priced at $4,500 with Centre A in Hong Kong. The plan involved 3 separate vaccinations on a strict time cycle – the second shot will follow the initial injection in 2 months and the third in 6 months. Following the first 2 vaccine shots, she duly made an appointment for the third shot but soon afterwards, the centre suddenly announced that the manufacturer was unable to deliver the vaccine and instead offered, for consideration of the customers, few options including refund, postponement, change of service plan, or vaccination to be provided at its branch centre overseas.
Besides being worried about the delay in the third shot that could compromise the vaccine effectiveness, she was dissatisfied that she had incurred costs for booking air tickets and hotel accommodation. She considered that since she had paid in full in advance, Centre A should provide the service promptly or alternatively arrange for the vaccine to be shipped over to Hong Kong. Upon the conciliation of the Council, the centre explained that due to regulatory hygiene requirements, the vaccine, a controlled pharmaceutical, could not be unilaterally transferred abroad to its Hong Kong office. Finally, it was agreed that Centre A would refund the portion of the cost for the vaccination still outstanding.
Case Two: Is Health Check Package by Installments Good Value for Money?
Under the persuasion of a salesman on the phone, the complainant agreed to buy from Company B a health check package on a monthly installment of $435 for one year. The company staff arranged to meet the complainant at a busy and noisy MTR station for the signing of the document, but left the meeting without giving her any copy of contract or receipt. Later she was shocked to find, in her credit card monthly statement, the company had in fact charged her 3 sums of $435 ($1,305 in total) per month. It transpired that the package she purchased was made up of 3 different sets of medical check-ups, thus the triple charge. In spite of this, she was further persuaded to purchase a 3-year plan, at a total cost of $46,980, which purportedly would be valid for use permanently, and transferable for use to other people including her children, to which she agreed and continued to pay duly each month.
One day she received a mobile message from someone claiming to be from Company B inviting her to visit Centre X for service as the complainant had accumulated a large portion of the service still unused. Again she was asked to buy more health check services from Centre X or faced forfeiture of the unused portion of the service. The complainant declined and tried immediately approaching Company B many times but to no avail. The Council contacted the person in charge of Centre X who denied the centre and Company B belonged to the same company but that nevertheless he would agree to undertake further discussion with the complainant on arrangements for the use of the service remaining.
Case Three: Allegedly Exaggerating Health Risks to Induce Needless Check-Ups
Through group online purchase, the complainant purchased a health check package for $598 from Company C which recommended him to buy additional test items for cancer index and ultrasound at a cost of $3,700. When he went to the company for the laboratory report, the staff there told him that the test data on his liver function effectiveness were way too low, repeatedly using such wording "abnormal" and "soonest" to describe the severity of his health situation requiring immediate further tests. Shaken and believing it to be true, the complainant consented to the purchase of more tests at a cost of 5,520.
Afterwards, the complainant consulted a medical doctor who told him his liver condition was not serious, noting that the Company C report data were of "no clinical significance". Dissatisfied with the company's exaggerated claims, he sought the Council's assistance; the company subsequently agreed to refund $3,480, the cost of 4 unused test items.
Consumers should take heed the following tips when choosing preventive medical services:
Vaccination Plans
- Consult a medical doctor on your personal needs, the effectiveness of the vaccine, vaccination arrangements and age suitability, before any decision.
Health Check Service
- Be on the alert when receiving unsolicited sales calls claiming to offer Government subsidy scheme, or respond to the Government's appeal or to relate to some other "Associations" on health check services. Verify with the organisations involved and compare them for their service, prices and scope in detail;
- Avoid noisy and crowded surroundings or hasty conditions when signing any documents. Consumers should ask for their copies for discussions with the family members or doctors to seek their opinions before any decision is made. After signing the documents ask for the contract and the receipt for retention;
- Seek the opinion of the doctor to decide what specific tests you need taking into consideration your condition based on assessment of your age, past medical record or family medical record, etc;
- Invasive examination of too excessive in nature could pose risks to your health; again consult a medical doctor on the suitability of the health check and for an explanation of the report.
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