RM-FO-DM-008 Medical Assistance & Clinic 医疗救治
Objective 目的:
In a medical emergency happened in the hotel, it is the Duty Manager's responsibility to make on the spot decisions based on guest's condition together with the personnel concerned so that could ensure the timely medical assistance extended to the guest.
在酒店客人出现医疗紧急状况时，宾客服务经理有责任根据病人的具体情况做出及时的处理，以便客人可以得到及时的医疗协助。
Policy 政策：
It is the policy of Millennium Chengdu that any medical emergency of hotel guests must be handled properly with the involvement of GSM.
新东方千禧大酒店的政策是:所有酒店客人的紧急医疗状况，宾客服务经理都要参与适当地解决。
Procedures 程序：
1. A courtesy call to be made by the Duty Manager to extend hotel concern once knows that some of the hotel guest is ill.
当得知有酒店客人生病时，宾客服务经理须打电话问候客人，以表达酒店对客人的关注。
1)When making the phone call, the Duty Manager should greet the guest with identifying himself/herself.
打电话时，宾客服务经理应首先表明身份，并致以客人以问候。
2) Then, inquire guest about current situation, and ask if he/she would like to go to the hospital to get the treatment since we could send some hotel personnel to escort him/her to go there if needed. If the guest wants to go to the hospital, the Duty Manager could assign a GRO to escort the guest to the hospital.
询问客人的病情，并询问客人是否需要到医院进行治疗，如果需要的话，酒店可以安排人员陪同前往。如果客人需要去医院，宾客服务经理应安排宾客服务主任陪同客人前往。
2. In the event of hotel guests' injury or serious sickness on the premises, the Duty Manager should approach the scene immediately.
在酒店客人受伤或病情严重时，宾客服务经理应该尽快赶往现场。
3. Base on guest situation, Duty Manager should ask the guest for the decision that if the ambulance should be called for. If yes, the DM should take action immediately.
根据客人的具体状况，宾客服务经理需要征询客人的意见是否需要叫救护车。如果需要的话，宾客服务经理需要马上进行安排。
1) Call the ambulance with the detailed information of hotel location, contact number of the Duty Manager, guest situation and expected arrival time of ambulance, etc.
联系救护车，告知酒店的具体的地址，宾客服务经理的联系电话，客人的状况，并问清救护车预计抵达的时间。1) Inform Concierge to block a service lift for ambulance staff use.
通知礼宾部为急救人员准备好电梯。
2) The Guest Service Manager should instruct a security officer to stand-by at the back entrance of the hotel to pick up the ambulance and escort the doctor and ambulance staff to the scene.
宾客服务经理应该安排一个保安人员在酒店后门接急救人员并将他们引领到现场。
3) Remain at the scene and keep calm.
留在现场，保持冷静。
4) Offer assistance to the doctor and the ambulance staff.
协助医生和急救人员进行救治工作。
5) A GRO is needed to escort guest to hospital upon necessary (if guest has no friend around or has language barrier).
如果需要的话，由一名宾客关系主任陪同客人到医院（如果客人无朋友陪同或有语言上的障碍）。
6)The contact should be kept between the Duty Manager and GRO assigned for notifying the guest situation. And the Duty
Manager should be informed about:
-Name of Hospital (bed no., ward, etc)
-Name of Senior Nurse or Doctor in charge
-Expected date of release
宾客服务经理和宾客关系主任之间要随时保持联系，以通报客人的情况。宾客服务经理需要了解：- 医院的名称，及病房和病床号码
- 主管医生和护士
- 出院日期
7) If the guest is terminally ill or dead, the RM/GM should be notified immediately.
如果客人病危或死亡，需要马上通知驻店经理和总经理。
4. Inform Front Office Manager of all emergency medical cases.
通知前厅经理有关的紧急医疗事件。
5. Amenities should be followed up, and delivered to the guest room for greeting.
慰问品应在合适的时候安排送到客人的房间，以表酒店的问候。
6. Issue the Incident Report accordingly as well as note down the cases in the Duty Manager Logbook.
填写事故报告，并将事件以及其处理结果记录在宾客服务经理记录本上。