The Ombudsman on Tuesday said it launched an investigation into the Hospital Authority's assistive device loan service.

Jack Chan said the service is beneficial to the public, but data has shown that procedures for borrowing and returning such devices are "rather cumbersome and overly stringent".

For instance, when an item is returned, the one who pays the deposit has to bring along the receipt in order to receive a refund in person, and others cannot do so on their behalf.

Moreover, a refund will not be granted if there is no receipt.

"The office has noted that the Hospital Authority's current loan arrangements may cause varying degrees of inconvenience to patients and their families and carers," a statement read.

"Given the significant number of borrowers and a deposit as high as HK$3,500 for each assistive device, denying refunds due to missing receipts would not only lead to conflicts but also imposes a financial burden on patients and their families."

The public can submit their views on the issue by July 10.