SOP Doctor on Call Request / Procedure for Handling Sick Guest
Doctor on Call Standard procedure:
As the first point of contact, the Telephone operator / GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... service agent should check with the guest about what problem he is facing.
Take down the caller’s name, room number, or location of the scene, type of sickness or injury, and inform the Front Office ManagerManager is a person in the hotel operations who is assigned to manage or supervise a group of employ... or Duty manager immediately.
If the guest requires hospitalization then an ambulance is to be called, or a hotel vehicle may be offered depending upon the situation/condition of the guest.
If the guest requests to call a doctor to the hotel then:
- The Manager on duty / SecuritySecurity is the prevention of theft; fire; and other emergency situations in the workplace. head is to be advised about the request for the House Doctor.
- Always call the doctor who is known to the hotel.
- Check with the doctor how much his consultation fee is and the same is to be communicated to the guest.
- If the doctor is not a House doctor then let the doctor and the guest communicate to finalize the charges after his visit.
- Also, inform the doctor about the guest’s problem and only connect to the guest if asked by the doctor.
- Check for timing so he can come into the hotel.
- Inform the guest about the approximate time the doctor can come and visit him.
- When the doctor arrives at the HotelA Hotel or Inn may be defined as an establishment whose primary business is providing lodging facili..., the Duty Manager / Guest Relation Executive is required to escort the doctor to the guest room for assistance.
- After consultation, if a prescription is given to buy medicines, then arrange for the same using either the hotel car or taxi and charge the expenses to the guest account as ‘Paid Out’.
- If the guest wants to pay the doctor’s consultation charge from his room account then the same needs to be posted on his folio as a ‘Paid out’.
- Guest RelationsThe establishment of personal rapport and goodwill with guests through service and attention to indi... staff should follow up with a courtesy call to the guest the following day to check the guest’s condition.
- As per the hotel policy, complimentary Fruits/flowers may be sent to the guest.
- Duty Manager / Manager on Duty should log such information on the manager’s log book and front office log book for record purposes.
- At all times the Hotel staff are to show empathy towards the guest.
SOP Doctor on Call Request / Procedure for Handling Sick Guest
Test Your Knowledge
What is the first action a guest service agent should take upon receiving a medical call from a guest?
Check with the guest about the specific problem or symptoms they are facing.
Which two management roles must be informed immediately about a guest's injury or illness?
The Front Office Manager or the Duty Manager.
What three details must be recorded when a guest reports a medical issue?
The caller's name, the room number (or scene location), and the type of sickness or injury.
If a sick guest requires hospitalization, what two transport options may the hotel provide?
An ambulance or a hotel vehicle.
Who must be advised of a guest's request for a House Doctor?
The Manager on Duty or the Security Head.
When a guest requests a doctor visit, when should the staff communicate the consultation fee to them?
Before the doctor is called to the hotel.
Who is responsible for finalizing charges if the visiting physician is not a designated House Doctor?
The doctor and the guest.
Under what condition should hotel staff connect a doctor directly to a guest via telephone?
Only if specifically requested by the doctor.
Who is tasked with escorting a visiting doctor to the guest's room upon arrival at the hotel?
The Duty Manager or a Guest Relation Executive.
How should the hotel assist a guest who needs to fulfill a medical prescription?
Arrange for collection using a hotel car or taxi.
If a guest pays for a doctor's consultation through their room account, how is the charge posted in the system?
As a 'Paid Out'.
When should Guest Relations staff perform a courtesy call to check on a sick guest's condition?
The following day.
What specific complimentary amenities may be sent to a guest following a medical consultation?
Fruits or flowers.
In which two logs must the Duty Manager record information about a doctor-on-call request?
The Manager's log book and the Front Office log book.
What specific professional behavior is required of staff at all times when handling guest medical situations?
Empathy.
Concept: Health Emergency
Definition: A situation involving cardiac arrest, respiratory arrest, unconsciousness, or acute distress.
What information must be obtained about a guest's emergency contact during a medical incident?
The 'In case of emergency' number from the registration card or the local company representative.
In the event of a guest's death, what is the protocol regarding the victim and the scene before the medical team arrives?
Do not move the victim or anything at the scene.
Who is responsible for sealing a guest's room after a death is confirmed by the medical team?
The Security Manager.
What piece of medical equipment should be placed on standby during a medical emergency for potential evacuation?
A wheelchair.
Training Summary questions:
Q1. How to handle doctor on-call requests from guests?
Q2. Who should accompany the doctor to the guest room?
Q3. Can the doctor’s consultation charges posted to the guest’s account?
Q4. What should be done in case the doctor had prescribed medicines after consultation?
Patreon Only SOP Download
SOP Number: Front Office SOP – 26
Department: Front Office – General
Date Issued: 07-May-2017
Time to Train: 30 Minutes
