The Office of the Ombudsman has found that cumbersome application processes are preventing caregivers from accessing vital respite services, leading to an underuse of available resources.

Respite services managed by the Social Welfare Department (SWD) offer short-term day or residential care for the elderly and people with disabilities living at home.

These services are designed to give full-time carers a necessary break to relieve stress and prevent burnout.

However, an Ombudsman investigation found that many service providers require in-person interviews or home visits before a formal application can even be submitted.

The office said this pre-screening step creates a significant barrier for those in urgent need of support.

It found that the utilisation rate of respite services for the elderly is only 50 to 60 percent, and only 10 to 20 percent for people with disabilities.

Ombudsman Jack Chan said these figures indicate that existing resources are being underutilised, and he recommended streamlining the application process to better support caregivers.

"Would it be possible to use telephone conversations? We can allow the applicants to talk to the staff of the centres via telephone. That will also eliminate one obstacle," he said.

"We also propose advanced registration. Thereby, applicants will, in advance, apply to the unit that they feel comfortable with and to share information so that, in advance, the service centre will already approve the applicants to using the service.

"When the carrier needs the service urgently, they can just go right to the centre."

The report highlighted additional barriers, including some service units demanding applicants undergo extra medical examinations - beyond the standard SWD form - at their own expense.

Furthermore, the Vacancy Enquiry System for Respite Services and Emergency Placement often contains incorrect or outdated information, leaving applicants without reliable access to available spots.

The Ombudsman urged the SWD to review all medical examination requirements imposed by providers and to ensure timely updates to the vacancy system.

In a statement, the SWD said it had accepted all of the Ombudsman's recommendations and was actively implementing follow-up actions.

Addressing the low utilisation rates, the department explained that respite services are "of a standby nature" and that "their actual demands are highly volatile and difficult to predict."

It stated that offering more placements than are typically used ensures availability for emergency needs.

Regarding the particularly low rates for disability services, the SWD acknowledged the current calculation method may underestimate actual usage due to fewer "casual vacancies" than expected.

The department pledged to review how it calculates vacancy rates to better reflect true demand.
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Last updated: 2025-10-09 HKT 15:56