酒店内门诊服务程序

酒店内门诊服务程序
酒店内门诊服务程序
Objectives目标
*To ensure that the guest receives professional treatment in case of illness
确保客人接受专业的治疗以防止疾病。

Policy Statement
政策阐述
*It is the policy of the hotel to establish written procedures for guests who request a doctor or require hospitalization.
该项政策是酒店为要求得到医生照顾或需要住院治疗的客人建立一套手写的程序。

Procedures – In House Clinic
程序——酒店内门诊
1.If the guest requests to see a doctor, during opening hours of the clinic, page theNurse from the In-House Clinic
如果客人在内部门诊的开放时间内要求看医生，为其在内部门诊做安排。

rm the AM which guest requests to see a doctor and that you have paged the nurse
告知经理助理，要求看医生的客人及你已经为其安排护理。

3.The GSO will pick up the nurse and escort her to the guest room
客服主任将挑选护士并陪同其到客人房间。

4.The fee for the consult and medicines can be charged to the guest room.
咨询和医疗费用将记入房费。

5.If the guest requests to see a doctor, when the clinic is closed, the GRO will confirm with the guest if the doctor needs to come to the hotel or if the guest wants to go to the hospital.
如果客人要求在门诊已经下班时看医生，客服主任将要确定客人是否需要医生到酒店或客人愿意是否愿意到医院。

6.In case the guest requests for a doctor to come to the hotel, the hospital who is in charge of the in house clinic has to be contacted
如果客人要求医生到酒店，酒店应该立即通知负责家庭门诊的医院。

7.When the doctor arrives at the hotel, the GSO will escort the doctor to the guestroom.
医生到达酒店后，宾客关系主任应该陪同医生到房间。

8.If the guest needs to be hospitalized, the AM will be responsibility to ensure that the guest is transported to hospital by either taxi, limousine or ambulance.
如果客人需要就医，经理助理应该负责确保客人由出租车、轿车或救护车运送。

9.If staffing permits and the guest would like, assign a staff member fluent in both English and Chinese to accompany the guest.
如果客人和员工双方皆同意，则安排拥有流利英语和汉语能力的员工陪同客人。

10.a)Explain to the guest the hospital’s policy regarding payment of accounts
向客人解释酒店相关收取费用的政策。

Obtain a medical authorization form from Front Desk ,PBX, Security or AM manual. Have the guest sign the form prior to departing the ( Hotel Name )hotel for the Hospital (sample attached).
从前台、保安部或经理助理取得医疗授权许可表。

在离开酒店去医院之前，要求客人签字（附样本）。

b)copy of this form should accompany the guest to the hospital.
复印的这份表格应该随客人同行。

c)After the guest received treatment, the doctor should notify the MOD of the total charges and whether the guest paid for them or if they are being billed to our hotel. If they are being billed to the hotel, a miscellaneous charge needs to be completed and posted to the guestroo
m account (sample attached). When posting in Fidelio for explanation, type: Medical Treatment.
客人接受治疗以后，医生应该向总办主任通知其总费用，并且说明是客人还是酒店支付费用。

如果由酒店支付费用，各种费用应该被详细地记入客房费用（附样本）。

同时，将其记入计算机系统，类型为：医疗。

d)Should the guest decide not to go to the hospital or change and want to go to another hospital, it is the AM’s responsibility to advise the doctor immediately regarding this change.
如果客人决定不去医院或者改去其他医院，经理助理有责任建议医生立刻执行此变化。

Remember the following:
牢记以下条款：
1. It is the AM’s responsibility to coordinate all dealings between the doctor and the hotel guest.
经理助理有责任协调医生和客人之间的相关问题。

2. It is the AM’s responsibility to ensure the medical authorization form is filled out by the guest going to the hospital.
经理助理有责任确保，客人在就医前已经填写了医疗许可表格。

3. It is the AM’s responsibility to advise the doctor in the event that the guest changes his/her mind and advise guest of the charges that will be incurred.
经理助理有责任建议医生，由于客人改变其主意将可能产生的费用。

Keep the following in mind:
牢记以下事项：
When a guest has requested a doctor , the doctor may have to stop what he is doing or has to get up, get dressed and go to hospital or come to our hotel The doctors that Service our hotel many times give up their own personal time to treat our guest, therefore it is important that the guest is sure he wants the doctor and that once the doctor is called or goes to a location to deliver treatment that the guest is there also.
当客人要求就医时，相关医生应该停止手头正在做的一切事情，着装前往医院或酒店。

为酒店多次服务的医生应该放弃个人私事为酒店客人采取治疗。

因此确定客人需要就医、医生将被通知或医生将前往客人约定的地点。

Procedures 程序
1.Procedure will be that bills incurred will be sent immediately to the Front Desk for charging to the room account only when the guest does not, or neglects paying at the hospital.
程序是：只有当客人不愿意或者忽视在医院负费时，发生的费用的帐单将立即被送至前台以记入客人房费。

2.Appropriate forms must be available at all hours for admission and kept with the Front Office Manager, Security Manager and AM Book, so the doctor on call can easily obtain when required.
相应的表格必须现在任何时候能得到前台经理、保安部经理、经理助理的许可，以确保医生在需要时能及时被传唤。

3.Chaperone is necessary only when the duty nurse is off duty in the evenings. When required, the doctor should contact Front Office Manager, Security Manager or AM.
只有在当班护士晚间下班时，陪护才是有必要的，医生应该联系前台经理、保安部经理、和经理助理。

4.To avoid delays or misunderstanding, the Manager handling the case should make sure that the guest is sent to the designated hospital as advised by the Doctor.
为了避免延迟治疗和误解，经理应该确保客人被送到由医生指定的医院。

感谢您的阅读！。