It is the mission of the Hong Kong Fire Services Department (FSD) to save those in distress and protect the community. To strive for continuous improvement, FSD gauges different views by fostering exchange with overseas counterparts to align with international standards. It also taps the views of local stakeholders through various channels such as the Public Liaison Group, Business Liaison Groups of different business sectors, the Fire Safety Ambassador Scheme / Building Fire Safety Envoy Scheme, seminars and visits, as well as District Councils and the Legislative Council, the media and other government departments. Internally, the management maintains close communication with the staff through regular meetings with staff associations and dialogues with the frontline officers.

ENHANCING SERVICE THROUGH INNOVATION

Apart from the continuous improvement of existing services, FSD also explores new services through innovation. In terms of rescue operations and regulation, in view of the use of special drilling techniques for the first time in Hong Kong in the construction of part of the sub-sea tunnel of the Hong Kong – Zhuhai – Macao Bridge, and the need to ensure the safety of the workers, FSD assisted the Labour Department and the Highways Department in formulating regulatory guidelines and contingency plans for the workers. It also provided special training for the staff and developed specific equipment for rescue operations. More details can be found in Getting in Gear for Deep and Shallow Waters.

FSD also proactively explores new measures to provide appropriate first-aid service to patients. For example, intravenous adrenalin treatment in emergency resuscitation can enhance the survival of patients of cardiac arrest. This complex first-aid procedure was previously performed only by doctors in hospitals. In 2016, FSD overcame the difficulty and implemented the administration of intravenous adrenalin by ambulance personnel for patients before they are conveyed to hospital.

In addition, the Guidebook for the Compliance of Fire Safety Directions Issued by FSD illustrates with graphics the relevant regulations and requirements in a clear and simple way. This makes it easy for owners of old buildings to follow the regulations and enhance fire safety.

PROMOTING A CULTURE OF EXCELLENCE AND CARING FOR THE STAFF

FSD is committed to promoting a culture of service enhancement and encouraging staff to pursue continuous learning. It also values staff’s opinions and responds positively to them. For example, under the Scheme on Optimised Arrangements for the Rest Areas, a more comfortable rest area and better replenishments are provided for frontline officers working at the scene of an incident. This has won unanimous praise from the staff. The Scheme not only raises the level of occupational safety and health and the morale of the frontline staff, but also enhances their ability to perform rescue work over extended hours.

On the training front, a brand new, world class Fire and Ambulance Services Academy was opened in 2016. It is fully equipped with various simulation training facilities to enhance the ability of the trainees to deal with the situation on site. More details can be found in Team up for the Cradle of Elites.

FSD embraces new challenges and continuously improves its services with remarkable achievements. The success is attributed to a robust mechanism of continuous improvement and a culture of service excellence.