Guest injury handling process

Legal analysis: 1. When a guest is injured, call 120 for first aid as soon as possible (call 120 according to the severity of the injury). From the perspective of respecting life, put the safety of the guest first , appease the guest's emotions, actively cooperate with the treatment, and all the treatment fee documents are controlled by the branch. This is the hotel's responsibility and is also a prerequisite for the settlement of the case.

2. Soothe the guest's emotions, express empathy, and provide corresponding humanized services (such as delivering fruits, visiting the hospital). From the guest's perspective, you tell them that the most important thing at the moment is to recover first. , as for other branches, they will try their best to fight for her.

3. Guidance on accident responsibility: express euphemistically in a timely manner. The hotel is not solely responsible for the accident, but the guest himself is also responsible; we should not let the guest think from the beginning that "full compensation" can be made, only You can "try your best" and lower your psychological expectations. For example: Our bathroom has a "Slip with caution" sign to make the guest aware that she also needs to bear some responsibility; if the person who slipped and fell is a child, then as a parent, you have the responsibility and obligation to take care of the child to prevent accidents; The same is true if the accident is caused by a drunk guest accidentally injuring himself.

4. Observe the situation of the guest room: Understand the situation of the guest room at the first time, such as the real-name registration situation, the age gap between the two parties, etc. Some guests may have "unspeakable secrets" and do not want both parties to make the matter bigger. At this time Branches can be more targeted when dealing with them. Understand the needs of guests, chat about household matters, and relax the atmosphere.

5. Collection of claim settlement materials: The store manager reads the insurance claim settlement guidelines immediately (query method: Company in website - Department Window - Legal Department - Business Operation Guide - "Insurance Claims Settlement Guidelines" to query the insurance company , telephone report, policy number), contact the insurance broker, conduct on-site surveys, take photos and collect evidence according to relevant requirements, and retain relevant necessary materials (invoices, medical records, etc.).

6. Accompany the guest to seek medical treatment to prevent the guest from "disguising" the treatment plan during the medical treatment process, such as conducting physical examinations in other areas that are not consistent with the actual injury. Try to communicate with the doctor while avoiding customers, explain the situation, and hope that the doctor will make a truthful diagnosis.

7. Cost issue: Based on the cause of the accident/guest situation, it can be judged whether the branch will pay the treatment fee in advance or the guest can be guided to pay by himself depending on the situation. If bed rest is required, please seek hospitalization as much as possible to avoid occupying a hotel room for a long stay. The room charges incurred cannot be claimed by insurance. Because hospitalization expenses, medical expenses, nursing expenses, lost work expenses, and nutritional expenses are all covered by insurance claims. Among them, nutrition fees and nursing fees must be written on the medical record by a doctor. For missed work fees, the customer must provide his income certificate or tax payment certificate. If the customer is self-employed, it can be converted according to his local average annual income. For details, please consult the insurance company. people.

Legal basis: Article 1179 of the "People's Republic of China and Civil Code" Whoever infringes upon others and causes personal injury shall compensate for medical expenses, nursing expenses, transportation expenses, nutrition expenses, Hospital food subsidy and other reasonable expenses for treatment and recovery, as well as reduced income due to missed work.

If disability is caused, assistive device fees and disability compensation shall also be compensated; if death is caused, funeral expenses and death compensation shall also be compensated.