酒店內門診服務程序
Objectives目標
xto ensure that the guest receives professional treatment in case of illness
確?？腿私邮軐I的治療以防止疾病。
Policy Statement
政策闡述
*It is the policy of the hotel to establish written procedures for guests who request a doctor or require hospitalization.
該項政策是酒店為要求得到醫生照顧或需要住院治療的客人建立一套手寫的程序。
Procedures – In House Clinic
程序——酒店內門診
1.If the guest requests to see a doctor, during opening hours of the clinic, page theNurse from the In-House Clinic
如果客人在內部門診的開放時間內要求看醫生，為其在內部門診做安排。
2.Inform the AM which guest requests to see a doctor and that you have paged the nurse
告知經理助理，要求看醫生的客人及你已經為其安排護理。
3.The GSO will pick up the nurse and escort her to the guest room
客服主任將挑選護士并陪同其到客人房間。
4.The fee for the consult and medicines can be charged to the guest room.
咨詢和醫療費用將記入房費。
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.
如果客人要求在門診已經下班時看醫生，客服主任將要確定客人是否需要醫生到酒店或客人愿意是否愿意到醫院。
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
如果客人要求醫生到酒店，酒店應該立即通知負責家庭門診的醫院。
7.When the doctor arrives at the hotel, the GSO will escort the doctor to the guestroom.
醫生到達酒店后，賓客關系主任應該陪同醫生到房間。
8.If the guest needs to be hospitalized, the AM will be responsibility to ensure that the guest is transported to hospital by either ta*i, limousine or ambulance.
如果客人需要就醫，經理助理應該負責確?？腿擞沙鲎廛?、轎車或救護車運送。
9.If staffing permits and the guest would like, assign a staff member fluent in both English and Chinese to accompany the guest.
如果客人和員工雙方皆同意，則安排擁有流利英語和漢語能力的員工陪同客人。
10.a)E*plain to the guest the hospital’s policy regarding payment of accounts
向客人解釋酒店相關收取費用的政策。
Obtain a medical authorization form from Front Desk ,PB*, Security or AM manual. Have the guest sign the form prior to departing the ( Hotel Name )hotel for the Hospital (sample attached).
從前臺、保安部或經理助理取得醫療授權許可表。在離開酒店去醫院之前，要求客人簽字（附樣本）。
b)copy of this form should accompany the guest to the hospital.
復印的這份表格應該隨客人同行。
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 e*planation, type: Medical Treatment.
客人接受治療以后，醫生應該向總辦主任通知其總費用，并且說明是客人還是酒店支付費用。如果由酒店支付費用，各種費用應該被詳細地記入客房費用（附樣本）。同時，將其記入計算機系統，類型為：醫療。
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.
如果客人決定不去醫院或者改去其他醫院，經理助理有責任建議醫生立刻執行此變化。
Remember the following:
牢記以下條款：
1. It is the AM’s responsibility to coordinate all dealings between the doctor and the hotel guest.
經理助理有責任協調醫生和客人之間的相關問題。
2. It is the AM’s responsibility to ensure the medical authorization form is filled out by the guest going to the hospital.
經理助理有責任確保，客人在就醫前已經填寫了醫療許可表格。
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.
經理助理有責任建議醫生，由于客人改變其主意將可能產生的費用。
Keep the following in mind:
牢記以下事項：
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.
當客人要求就醫時，相關醫生應該停止手頭正在做的一切事情，著裝前往醫院或酒店。為酒店多次服務的醫生應該放棄個人私事為酒店客人采取治療。因此確定客人需要就醫、醫生將被通知或醫生將前往客人約定的地點。
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：只有當客人不愿意或者忽視在醫院負費時，發生的費用的帳單將立即被送至前臺以記入客人房費。
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.
相應的表格必須現在任何時候能得到前臺經理、保安部經理、經理助理的許可，以確保醫生在需要時能及時被傳喚。
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.
只有在當班護士晚間下班時，陪護才是有必要的，醫生應該聯系前臺經理、保安部經理、和經理助理。
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.
為了避免延遲治療和誤解，經理應該確?？腿吮凰偷接舍t生指定的醫院。
篇2：第一醫院門診服務中心職責
第一醫院門診服務中心職責
1、分診導醫。為初診病人檢診、分診，指導病人掛號、就診，幫助老弱病殘和行動不便的患者。
2、方便門診。為病人開具各種檢查申請單，為常規服藥的慢性病人開具常用藥。提供健康咨詢、檢驗單釋疑等服務。皮膚科安排專人負責本項服務職責。
3、驗章與咨詢。病歷、病假證明等的驗章及醫保、新農合等相關政策的咨詢服務。
4、便民服務。為病人提供輪椅、開水、茶杯等。
5、藥物咨詢。由藥劑科協助為門診配藥病人提供用藥說明，釋疑用藥注意事項、方法，指導病人合理用藥。
6、退費咨詢與審批。由門診收費處負責各種退費，做好解釋、審核工作，按照醫院規章制度，嚴格辦理退費手續。
7、投訴受理。接待各種投訴，認真聽取，詳細記錄，做好解釋、說明工作，并視情況分別移交醫務科、護理部、審計監察科等相關職能科室進行處理。
8、親情陪護。為老、弱、殘且無家屬陪護的病人提供門診全程陪護服務。
9、愛心通道。為老、弱、殘且一般情況較差的病人開通“愛心通道”，優先就醫。
10、門診其它服務。
篇3：醫院上墻制度:門診診室服務規范
醫院上墻制度：門診診室服務規范
1.準時到崗，掛牌上崗，態度親切和藹，語言文明禮貌，服務主動熱情。
2.做好健康宣教，對病人有高度的責任感和同情心，有問必答，為病人排憂解難。
3.認真履行崗位職責，耐心傾聽病人主訴，認真進行體格檢查，輔助檢查、診斷、醫囑合情合理。
4.完善病人病歷首頁，完整填寫病歷記錄（包括就診日期或科別、主訴、現病史或病史、體格檢查情況、輔助檢查、診斷、處理醫囑等）。
5.醫師簽名應字跡端正、印章清晰，不得出現難以辨認或他人代簽名現象。
6.出具醫療診斷證明書時應符合病情，不出具虛假診斷證明書。
7.嚴格執行操作規程，做好防護工作。
8.保護病人隱私，對異性病人進行檢查時，要嚴格執行有關規定。