Fire services meeting high
standards of excellence
Hong Kong Fire Services Department

Exemplary Services@Gov
2011

The captivating and heart-breaking scenes of firefighters risking their own lives to save others from a sea of flames have earned these real-life heroes the highest respect from the public.

Behind the scenes of these brave acts, the Hong Kong Fire Services Department (FSD) continuously works to improve its rescue services and realise its vision of bringing world-class rescue skills to those in danger.

Given their role in protecting Hong Kong's residents, why should these firefighters look beyond their local responsibilities and reach out to the rest of the world?

A world-class vision

The FSD's customer service motto is "Adapting to the times to provide better service". To follow this vision of customer service standards, the department needs to adopt a global outlook to understand the international fire services environment, prepare for new challenges and strive to enhance its rescue services, said Mr Ricky Lo, Deputy Chief Fire Officer.

"Shortly after the earthquake in Taiwan, we identified the need to set up a special rescue team. It is equally important for us to observe the latest international rescue technology trends and developments. We aspire to deliver the best services locally and globally," added Mr Lo.

With this in mind, the FSD strives to continue improving its rescue services. Over the past two years, the department provided training for over 5,000 frontline firefighters, strengthening their skills in mountain, high angle, road and swift water rescue operations. It has also sent rescue teams overseas to learn and share state-of-the-art search and rescue skills. To be prepared in disasters that require specialised skills, the FSD has set up "specialised teams" including the Urban Search and Rescue Team and HazMat Task Force.

Equipped with the appropriate skills, the department now stands ready to provide necessary support for almost any situation. During a building collapse on Ma Tau Wai Road, the FSD managed to mobilise resources to save over 40 people within 20 hours; a rescue team was deployed within 24 hours to participate in the rescue effort in the mainland following the Sichuan Earthquake.

Developing first-rate skills

State-of-the-art equipment alone cannot bring the FSD in line with international standards. The FSD recognises that strengthening paramedics' rescue skills through training is also crucial to developing a top-notch rescue team.

To monitor the quality of frontline paramedics' services, the department launched the "Paramedic Services Quality Assurance System". Unlike the original system, which relied on handwritten records and sampling of patient treatments, the new system digitises patients' records to avoid the errors caused by illegible handwriting.

Since introducing this new quality assurance system, the number of cases reviewed has increased to 100% - the highest in the world.

With its strong commitment to excellence and enhancing its services, the FSD has won the public's recognition and support.

Highlights of the FSD's customer service initiatives

  • Introducing the "Paramedic Services Quality Assurance System" by digitising patient records; achieving a 100% review rate and enhancing the quality of frontline services.
  • Enhancing team rescue skills; establishing a Urban Search and Rescue Team and HazMat Task Force under the "specialised teams" model and strengthening frontline fire-fighters' rescue skills.
  • Promoting "Fire Safety Performance-Based Design"; publicising a pragmatic and flexible fire prevention approach to meet the community's changing needs.

The FSD is devoted to its fire fighting and rescue duties.The FSD's customer service motto is 'Adapting to the times to provide better service'
The FSD is devoted to its fire fighting and rescue duties.The FSD's customer service motto is "Adapting to the times to provide better service".
Collapse rescue operation
Collapse rescue operation
Swift water rescue training
Swift water rescue training
High-angle rescue training
High-angle rescue training