Analysis on practical cases of tour guides: handling of sudden illnesses during tourism

A friend who works for a tourism company in Shaanxi told me about an accident that happened while she was leading a group tour. She took a group to travel to the "five cities" in East China (i.e. Nanjing, Shanghai, Hangzhou, Suzhou and Wuxi). There were 72 people in the team, including 22 children, which was relatively large. When we arrived at the third stop, Hangzhou, and were about to go sightseeing, something unexpected happened. One of the tourists, an old man in his sixties, suddenly fell ill. He was sent to the hospital for examination and was diagnosed with late-stage cancer. There was a possibility of death at any time. The hospital asked him to notify him. family members. Faced with this sudden change, she made a prompt decision and asked the doctor to take good care of the patient and wait for the arrival of his family members. Every day, she works with another person to get and change medicines. She never takes care of a patient alone until her family members arrive. After careful treatment, his condition was stabilized and he was taken back by his family. She didn't mind at all when the patient was scolding her during the treatment process, because serving tourists came first, not to mention that the tourists were terminally ill. At the same time, it did not delay the travel of other tourists, making this trip a successful conclusion. Later, when the patient passed away, the company went out of its way to express condolences. The patient's family was very grateful, and a good relationship was established between the company and the customer.

[Analysis]

1. From the handling of this incident, it is not difficult to see that when a patient becomes ill or develops an illness, he or she must be sent to the hospital for treatment in a timely manner, and tourists are required to stay; 1 to 2 people should take care of the patient together with the tour guide, and never go alone to get medicine or take care of the patient. As a patient, if there is a problem, you cannot explain it clearly. In addition, the travel agency should be contacted to inform the family members. If the illness is serious, the family members can take care of them personally. At the same time, we will discuss with the local travel agency not to suspend the tour activities and allow other tourists to continue traveling. After the tourism activity is over, tourists who unfortunately died during the tourism activity should go to the deceased's home to express condolences in a timely manner. This is also a reflection of the travel agency's after-sales service, which is conducive to closer cooperation between the travel agency and customers, thereby stabilizing the customer base. In this case, the above-mentioned handling methods were timely and appropriate, which not only brought the tourism activity to a successful conclusion, but also strengthened the relationship between the travel agency and customers and improved the reputation of the travel agency.

2. When tourists suffer from common diseases, tour guides must visit them promptly and express condolences. After obtaining the consent of the patient, the patient's relatives or the tour leader, the tour guide should help the tourists call a taxi and make necessary explanations to the driver (which hospital to go to, and whether a taxi is needed to wait at the hospital). If a full escort is available, the full escort can be asked to assist in accompanying the patient to the hospital. However, regardless of whether the tour guides accompany the patient to the hospital, they must promptly understand the patient's condition and the doctor's diagnosis, and inform the tour group leader.

3. If a tourist suffers from an emergency or serious illness, tour guides should do the following: First, contact the hospital in a timely manner and report to the travel agency. Under the guidance of the competent department, timely organize medical personnel to carry out rescue operations. During the entire rescue process, the tour group leader and the patient’s relatives must be present at the scene, and the travel agency should also send people to the scene to take care of it. Second, learn more about the patient's physical condition, medical history, symptoms and treatment before and after the onset of the disease from other tourists traveling with the patient, and keep detailed written records for reference by the hospital. If the patient is critically ill and his or her family members are not present, the opinions of the doctor and tour group leader should be respected, and the tour group leader should contact the patient's family and urge them to come as soon as possible. Third, when a patient needs to be hospitalized for surgery, the consent of the patient's relatives or tour leader should be obtained. When the patient is rescued and out of danger but still needs to be hospitalized, the tour guide himself or the travel agency should visit him or her to help the patient solve their daily life problems and help the patient. Handle relevant procedures and other related matters. Normally, the patient's hospitalization and medical expenses are borne by the patient himself.