食物中毒处理流程课件.pptVIP

Marketing Conference 2001\Day2.ppt Marketing Conference 2001\Day2.ppt Food Borne Illness 食物中毒处理 食物中毒 食物中毒是因食用中毒食品引起的一类疾病，也称食源性疾病 大多数食物中毒由各种致病的细菌、病毒和寄生虫（即生物性危害）引起，少数由食品中的各种有毒物及有害化学物质（即化学性危害）引起 如何处理食源性疾病投诉？ 第一个接到客人投诉电话的员工： 报告上级 表达关怀 询问讯息 完成表格 表达关怀 Mr/Ms XX, I’m sorry to learn of your allergy/upset stomach. XX先生/女士，很抱歉得知你身体不适。 How are you feeling now? 你现时感觉好一点吗？ 询问讯息 As we take hygiene and food safety very seriously, I hope you can assist us. Is this convenient time for you to talk? 我们非常重视食品卫生安全，如果方便的话，希望您能帮助我们。 If not: is there a convenient time I can call you back? 如客人当时不便：您什么时候方便，我再与您联系 相关讯息 Diarrhea 腹泻 Vomiting 呕吐 Headache 头疼 Stomachache 肚子疼 Fever 发烧 Nausea 恶心 Others (Please specify) 其它 I understand you dined with us last night. 我明白你昨晚在本酒店用餐。 What symptoms do you have? 你现时有什么症状？ 相关讯息 Date of Symptoms began: 症状开始日期 Time: 时间 When did they begin? 症状什么时候开始的？ Do you still have these symptoms now? If yes, leave it blank. If no: When did the symptoms cease? 现在还有没有此症状？如有，不用填写下列项目； 如没有，什么时候症状停止的？ Date of Symptoms ended: 症状停止日期 Time: 时间 相关讯息 Was Medical Attention received? 是否有看医生？ If yes, Dr/Clinic name: 如有，医生/医院名字 Have you visited a doctor and received medical attention? 有没有去看过医生和接受药物治疗？ Pls provide us with the name of the clinic or doctor? This may be required in the course of our investigation. 可否给我医生或医院名称？这样可以易于调查 Did the clinic collect any specimen and what are they? 医院有没有收集你什么样本进行化验呢？ Did the doctor mention the result of specimen culture? If yes, What is the result? 医生有告知并讲解化验结果吗？ Were specimens (stool, urine, blood) taken? 样本（大便，尿液，血液）化验 If yes, results: 如有，结果是： If no specimens were collected for culturing, did the doctor provide a diagnosis? 如没有进行样本化验，医生的诊断是什么？ 相关讯息 Diagnosis: 诊断 Did the doctor prescribe any medication? 医生有开给你什么药吗？ Treatment: 治疗 Mr/Ms XX, thank you for your feedback, I will get our FB Manager to contact you shortly. XX先生/女士，感谢您提供的信息，我会以最短的时间让餐饮部负责人与您联系的。 餐饮部 – 跟进人员