SOP Doctor on Call request / Procedure for Handling Sick Guest
SOP Number: FO – 37
Department: Front Office – General
Date Issued: 07-May-2017
Time to Train: 30 Minutes
Doctor on Call Standard procedure:
As the first point of contact the Telephone operator / Guest service agent should check with the guest what problem he is facing.
Take down the caller’s name, room number or location of the scene, type of sickness or injury, inform the Front Office Manager or Duty manager immediately.
If guest requires hospitalization then an ambulance is to be called, or alternatively a hotel vehicle may be offered depending upon the situation / condition of the guest.
If the guest request to call a doctor to the hotel then:
The Manager on duty / Security head are to be advised about the request for the House Doctor.
Always call doctor who is known to the hotel.
Check from doctor how much his consultation fee and the same to be communicated to the guest.
- If the doctor is not an House doctor then let the doctor and the guest communicate to finalize on the charges after his visit.
Also inform the doctor about guest problem and only connect to the guest if asked by the doctor.
Check for timing he can come in to hotel.
Inform the guest about the approximate time the doctor can come and visit him.
When doctor arrives at the Hotel, 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 want to pay the doctor's consultation charge form his room account then the same need to be posted on to his folio as a 'Paid out'.
Guest Relation staff should follow up with a courtesy call to the guest the following day to check the guests 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 purpose.
At all times the Hotel staff are to show empathy towards the guest.
Training Summary questions:
Q1. How to handle doctor on call request from guests?
Q2. Whom should accompany the doctor to guest room?
Q3. Can the doctors consultation charges posted to the guest account?
Q4. What should be done in case the doctor had prescribed medicines after consultation?