Urgent Call for Telehealth Overhaul in Hong Kong!

On August 20, 2025, Hong Kong’s Consumer Council sent shockwaves through the healthcare community, demanding a complete revamp of the city’s telehealth services. With rising concerns over inconsistent regulations, unclear provider responsibilities, and ambiguity in insurance coverage, the council is calling for immediate action!

As telehealth options—ranging from remote consultations to health monitoring—explode in popularity, especially post-COVID-19, the need for a robust regulatory framework has never been more urgent. A comprehensive investigation conducted by the Consumer Council from May to October last year revealed unsettling gaps in the system.

Startling Findings That Demand Attention!

The investigation surveyed 833 medical professionals and 14 telehealth providers, scrutinizing digital platforms from 19 service providers and polling 840 consumers. The results showed that nearly half of public and private healthcare institutions in Hong Kong now offer telehealth options.

However, Chairman Clement Chan Kam-wing highlighted significant oversights: telehealth platforms established by patient organizations and private insurers lack proper regulatory oversight—a risk that could jeopardize consumer safety.

Troubling Patterns Revealed!

Among the major findings were regulatory inconsistencies and unclear liabilities. Alarmingly, four out of 19 service providers denied that their offerings were diagnostic or therapeutic, despite issuing medical certificates and prescriptions. Additionally, several traders attempted to absolve themselves of responsibility for patient harm, leaving consumers vulnerable.

The Urgent Need for Reform!

Council member Selwyn Yu Sing-cheung raised concerns over Hong Kong's lax certification regime, which has led to ambiguities in service information, limited choices, and potential privacy breaches. Alarmingly, only one in three self-developed telehealth platforms had accreditation for privacy protection. This stark contrast to stricter regulations in countries like the U.S. highlights the necessity for uniform quality standards.

Empowering Consumers with Information!

To protect consumers, Chan emphasized the importance of upfront information about doctor specialties, consultation schedules, and pricing. Consumers deserve transparency to make informed decisions about their healthcare.

Proposals for Improvement!

The council is advocating for revised telehealth guidelines, clearer responsibilities, and a vetted whitelist of certified providers. Collaboration across sectors—combined with public education campaigns—could pave the way for significant improvements in service quality and accountability.

Consumers Are Speaking Out!

Between January 2020 and June 2025, the council handled seven telehealth-related complaints, with troubling reports of undelivered services. One patient faced a deceptive charge of HK$550, having initially paid HK$400, only to learn that it was merely a booking fee.

The Future of Telehealth!

As Hong Kong's integration with the Greater Bay Area continues to grow, the demand for telehealth services is expected to soar. However, reform is essential to ensure that the expansion of these services prioritizes consumer safety and service quality!