1、Food Poisoning Emergency plan 食物中毒应急预案,1、Ensure the safety of the employees and guests.保障广大宾客和员工的生命安全。 2、Ensure that once accident, be able to take effective measures in time and lower the risk.确保一旦发生事故，能及时采取有效措施，将风险降到最低。,Training Target 本次培训的目标,1. Any employee find that in areas of the hotel guests
2、/staffs have food poisoning incidents happened or received complaints related content, should be immediately call:任何员工发现在酒店区域内的宾客员工有食物中毒事件发生或接到相关内容的投诉，均应立即致电： The hotel operator “0”or 0335-3430888 service centre 总机“0”或03353430888服务中心1.1If staffs in the scene, he should offer help and emergency measu
3、res for guests. including ：员工若在事发现场，则应为客人提供力所能及的服务和紧急处理措施，包括：1.1.1Please keep the scene intact and suspicious food. Dont throw the rest of the food away and dont wash the tableware. 保护好现场和可疑食物，病人吃剩下的食物，不要急于倒悼，食品用工具、容器、餐具等不要急于冲洗 1.1.2In order to health department sampling and testing, keep the guests
4、 excrement. 病人的排泄物（呕吐物、大便）要予以保留，以便卫生部门采样检验,Staff 酒店员工,Staff 酒店员工,1.1.3Appease poisoning person, relatives and friends, avoid rioting or panicking.安抚中毒人员及其亲属朋友，尽量避免引起骚乱或恐慌。1.1.4 In the hands of enough, can help patients to quiet, ventilation, facilitate rescue area, and at the same time to pay attent
5、ion to the crash site designated personnel for protection, isolation, the whole process of self pay attention to safety, avoid secondary infection.在人手充足的情况下，可将病人搀扶到安静、通风，便于救护的区域内，同时要注意指定人员对事发现场进行保护、隔离，整个过程注意做好自我安全防护，避免二次传染1.1.5 To do the above until the arrival of the team hotel ERT.完成上述工作直至酒店ERT小组的
6、到来。,1. As soon as you get the relevant contents of the alarm or distress call:一旦接到相关内容的报警或求救电话：1.1Sure poisoning personnel identity (guests or staffs)、number、place、Major clinical manifestations. etc.确定中毒人员身份（客人或员工）、数量、地点、主要临床表现等。 1. Immediately notify the following people to the scene：立即通知下列人员赶赴现场：A
7、、Duty Manager 当班大堂副理B、Duty Security Supervisor当班保安主管C、Duty engineer当班值班工程师D、Hotel Doctor酒店人力资源部医生护士,The hotel operator 酒店总机,E、Food inspector 餐饮部食品检验人员F、Director of F&B 餐饮部负责人G、Western-style food executive chef 中、西餐行政总厨H、 Director of HR 人力资源部负责人（若中毒疑似中毒人员为酒店员工）The above personnel receive notice in th
8、e hotel, should be the firstrush to the scene.上述人员在接到酒店通知后，均应第一时间赶至酒店事发现场,The hotel operator 酒店总机,Service center staff should contact with the following:如有需要，总机在DM的通知下，还将负责联系以下人员： 职务Title Extension分机 Mobile手机A、 GM总经理乐中成先生 2088 13933661701B、 FC财务经理 2188 18630300106C、 EH行政管家 2588 18630300169D、 FOM前厅部经
9、理 2388 18630300176E、 DOS销售总监 2788 18630300110F、 EGD工程部总监 2888 18630300109G、 SM保安部经理 2988 15076008728H、秦皇岛港交通卫生监督所（电话3092717/3093917 夜间：3094117） Record in emergency report for reference.在紧急事件记录上做记录，作为参考,1.After DM receive the notice of operator or others:酒店值班经理在接到总机或其它人员的通知后：1.1 Take a picture On the
10、 scene.携带照相机到场1.2到场后组织、协调ERT成员和事发部门当班员工对病人进行必要的救助，情况危急时可请示酒店GM拨打“120”急救电话求救和卫生局电话报告案情，同时建议GM启动酒店危机管理程序。1.3Learn about the event of the parties of the specific process and the relevant information and put on record, including:了解事件的具体经过及当事人的相关信息并记录在案，包括：The patient identity information, Ifthere is nee
11、d and is responsible for the contact病人身份信息及其家属信息，如有需要并负责联系。1.3.2What patients eat food and dining after病人所食食物种类及就餐经过,DM 酒店值班经理,DM 酒店值班经理,1.3.3Identify where else food/drink was consumed by guests other than in the hotel.病人来酒店就餐前的相关进食情况1.3.4Collect and record the guests Clinical manifestations who ea
12、t the same food with the patient. And the detailed record of relevant identity information and the necessary contact way.收集记录酒店也曾食用病人所食食物的酒店其他客人员工（即共同饮食史人员）的临床表现，并详细记录相关身份信息和必要的联系方式1.3.5Collect the duty service personnel, the cook, the record related identity information and the necessary contact wa
13、y.收集记录当值服务人员、厨师等相关身份信息和必要的联系方式1.3.6 Approved by GM, Coordinate with the financial department prepare relevant treatment costs请示GM同意后，协调财务部门准备相关治疗费用1.3.7Take the patient to the hospital and look after him until his relatives coming.安排、协调相关人员对病人入院进行护理和所必要的工具（担架、轮椅等），直至其亲属的到来1.3.8Follow up the event an
14、d contact with GM or Crisis management team members in time.密切跟进事态进展，随时与酒店GM或酒店危机管理小组成员进行沟通1.3.9The whole thing record in detail.详细记录整个事件处理经过,Duty Security Supervisor 当班保安主管,1.1Received alarm, with emergency bag rush to the scene.接到报警信息后立即携带应急包赶赴现场1.2When arrive, keep the scene intact.到达现场后安排人员对相关区域
15、进行封锁、隔离，可采用警戒线或屏风等方式进行，驱散围观闲杂人员，保护好现场1.3Participate in the initial rescue person do well relative protection measures. Prevent the poisoning or pollution.提醒参与初期救护的人员做好相关防护措施(佩带口罩、一次性手套等)，防止二次中毒污染1.4Assist DM work, including video、photo、record, etc.协助DM相关取证工作，包括摄像、照相、录音等工作,Duty Security Supervisor 当班
16、保安主管,1.5Appease the patient and family, friends, prevent things further.安抚病人及其家属、朋友，防止事态进一步扩大1.6Dredge related lanes, so that the ambulance enter into hotel easily.必要时安排外围保安员疏通相关车道，方便救护车辆进入1.7Cooperate with the hotel food inspector, health bureau to what patients eat food sources, cook processing pr
17、ogram and record the related personnel information, call the above person when necessary to specified place with investigation of evidence.配合酒店食品检验员、卫生局对病人所食食物来源、加工程序等进行跟踪并记录相关人员信息，必要时可召集上述人员到指定地点进行配合调查取证。1.8Assist DM deal with the whole event.协助DM处理好整个事件的善后工作1.9The detailed record of the event and
18、send Loss and incident report to IHG.详细记录整个事件处理经过并出事件报告至集团总部,Duty Engineer 值班工程师,1.1Receiv alarm information and rush to the scene immediately 接到报警信息后立即赶赴现场1.2Assist DM dispose the whole event and rehabilitation related work 协助DM和其他同事处理整个事件和相关善后工作,Hotel Doctor/Nurse 酒店医生护士,1.1After receiving the rep
19、ort, Carrying related first-aid medicine rush to the scene .接到电话报告后，立即携带相关急救药品赶赴事发现场1.2Arrive on the scene, check the patients life characteristics, and provide professional advice and treatment to ERT.到现场后，对病人进行必要的生命特征检查，并及时给出专业性建议和治疗方案至ERT小组成员1.3According to the situation, to ensure safety on the
20、premise of implementing emergency care to patients , when necessary, use chopsticks or fingers excite pharyngeal throw up the poisonous food. 根据检查情况，在确保安全的前提下对病人实施紧急救护，必要时可使用筷子或手指刺激病人咽部，帮助催吐排出毒物1.4Speed up the toxin clear of the patients body, Professional conditions allow, you can take symptomatic
21、treatment and special treatment methods treatment help the patient.除加速体内毒物清除外，专业条件允许的情况下，可采取对症治疗和特殊治疗等方法积极救治病人1.5If you need medicine in the treatment of patients should be before collecting blood, urine, TuXie content specimens for inspection如需用药治疗，在治疗前应采集病人血液、尿液、吐泻物标本以备送检 1.6上述工作直至将病人送入医院后或“120”医护
22、人员的到来时结束,Food poisoning basic symptoms食物中毒基本症状,The most common symptoms are severe vomiting, diarrhea and abdominal pain. For diarrhea and vomiting and occurrence dehydrate symptoms, such as dry mouth, orbital subsidence, the elasticity of the skin to disappear, body cold, pulse, blood pressure, thi
23、n, finally can cause shock. So must give patients added moisture, conditional input saline. Light symptoms person need have a rest in bed. If only the stomach uncomfortable, drink boiled water or dilute salt water, and then to help the pharyngeal spits. If you discover that severely shock symptoms (
24、such as brothers hair is cool, blue in the face, blood pressure drops, etc), should immediately recumbent, try to drive up of lower limbs and please the doctor for treatment.食物中毒者最常见的症状是剧烈的呕吐、腹泻，同时伴有中上腹部疼痛。食物中毒者常会因上吐下泻而出现脱水症状，如口干、眼窝下陷、皮肤弹性消失、肢体冰凉、脉搏细弱、血压降低等，最后可致休克。故必须给患者补充水分，有条件的可输入生理盐水。症状轻者让其卧床休息。
25、如果仅有胃部不适，多饮温开水或稀释的盐水，然后帮助其咽部催吐。 如果发觉中毒者有休克症状（如手足发凉、面色发青、血压下降等），就应立即平卧，双下肢尽量抬高并速请医生进行治疗。,Food Inspector 酒店食品检疫员,食物中毒前期处理措施：1.1After receiving the notice, immediately carry professional tools to the scene接到报告电话通知后，立即携带专业工具赶赴现场1.2Immediately seal poisoning food or suspicious poisoning food and retentio
26、n samples, provide them for the health department laboratory investigation立即封存中毒食品或可疑中毒食品与留样食品一并提供给卫生部门进行化验调查 1.3Seal contaminated food utensils and equipment.封存被污染的食品用具和设备1.4Recover the sold poisoning food or suspicious poisoning food 追回已售出的中毒食品或可疑中毒食品 1.5If foreign pollutants, should also find out
27、 the pollutants and its source, quantity, to etc, and the scene ERT team take advice temporary measures如有外来污染物，应同时查清污染物及其来源、数量、去向等 ,并现场建议ERT小组采取临时措施1.6If the poisoning food or suspicious poisoning food also supply for other guests, we should follow up also led to food poisoning如中毒食品或可疑中毒食品已同时供应给其他客人
28、，应跟进是否同样导致了食物中毒 1.7When you find that poisoning is expanding, you should be immediately suggest ERT team members report to the relevant local health department.当发现中毒范围仍在扩展时，应立即向ERT小组成员建议立即上报当地相关卫生部门,Food Inspector 酒店食品检疫员,1.8Collect the patients excrement, to prepare for inspection.采集病人排泄物（呕吐物、大、小便）
29、等标本，以备检查 1.9If you doubt someone poisoning, you can suggest ERT call 110 before approved by GM.若怀疑认为投毒，建议ERT小组请示GM后拨打“110”报警 Warning: The rest food of the patient, dont pour out! Dont clean the tableware of the food！ Collect the patients excrement, to prepare for inspection. For sure the food in a r
30、eliable basis for poisoning. 警告：病人吃剩下的食物，不要急于倒悼，食品用的工具、容器、餐具等不要急于冲洗，病人的排泄物（呕吐物、大便）要保留，以便卫生部门采样检验，为确定食物中毒品提供可靠的依据；,Food Inspector 酒店食品检验员,Food Poisoning Processing Measures食物中毒后期的处理措施：2.0In determining the cause of poisoning food，we can deal with the poisoning food. 在确定了引起中毒的食物种类后，即可对引起中毒的食物及时进行处理2.1
31、The patients excrement can available 20% or 5% of the lime milk LaiSu solution disinfection病人的排泄物可用20%石灰乳或5%的来苏溶液进行消毒2.2Places of poisoning disinfection安排人员对中毒场所采取相应的消毒处理：2.2.1Seal contaminated food and equipment, and cleaning and disinfection封存被污染的食物及用具，并进行清洗消毒 2.2.2Food poisoning of microorganisms
32、, thorough cleaning and disinfection contact with food poisoning the tableware, containers, utensils and storage of food in the refrigerator, Food poisoning of microorganisms, thorough cleaning and disinfection contact with food poisoning the tableware, containers, utensils and storage of food in th
33、e refrigerator, personnels hand disinfected .对微生物性食品中毒，要彻底清洁，消毒接触过中毒食物的餐具、容器、用具以及贮存食品的冰箱、设备，加工人员的手也要进行消毒处理 2.2.3For chemical food poisoning, want to use hot buck thoroughly clean contact with food poisoning or may have come in contact with the vessel, tableware, appliances, etc, and on more than a s
34、uspicious food thoroughly clean up, put an end to poisoning hidden trouble对化学性食物中毒，要用热碱水彻底清洁接触过中毒食品或可能接触过的容器、餐具、用具等，并对乘余的可疑食物彻底清理，杜绝中毒隐患,F&B Manager 餐饮部经理/餐厅经理,1.0Arrive the scene, survey and understand the situation.立即赶赴现场，调查、了解事件进过1.1For safety, stop immediately before the patient eat all the food
35、 sold, unless in the official formal notice to get health bureau rear can go on sale.为安全起见，立即停止之前病人所食用的所有食物的出售，除非在得到卫生局的官方正式通知后方可继续出售1.2Recover the poisoning food sold or suspicious poisoning food 追回已售出的中毒食品或可疑中毒食品 1.3Survey poisoning food or suspicious poisoning food quality, storage conditions, co
36、oking method, and heating temperature, time, etc and write report调查中毒食品或可疑中毒食品质量、存放条件，加工烹调的方法和加热的温度、时间等情况并写出书面报告1.4Arrange the cashier keep the patients point for menu.安排收银员妥善保管病人的点菜单以备查1.5Collect the department contact suspicious food the employees of the relevant information and, when necessary, t
37、o call for department of health survey, obtain evidence收集本部门凡接触可疑食品的从业人员相关信息，必要时负责召集以备卫生部门调查、取证,Head chef/Executive chef 各厨师长行政总厨,1. Stop all suspected food processing and seal for future reference立即停止所有疑似食品的加工并封存备查2. Cooperate with food and beverage manager and food inspector for suspected of poiso
38、ning food quality, storage conditions, processing, cooking method, and heating temperature, time and other study investigation, analysis, and form a written report to the food and beverage manager配合餐饮部负责人和食品检疫员对可疑中毒食品质量、存放条件，加工烹调的方法和加热的温度、时间等情况进行认真调查、分析，并形成书面报告至餐饮部经理3. Keep suspicious of receiving f
39、ood poisoning checklist to for reference保留可疑中毒食品的收货清单以备查4. On that day the kitchen called processing suspicious food poisoning the officer on duty, at any time with the department of health related survey召集当日厨房加工可疑中毒食品值班人员，随时配合卫生部门的相关调查,Steward Manager 管事部经理,1. Confirm the tableware of suspicious fo
40、od models.确认盛装可疑食品的餐具型号2. Follow up related cleaning and disinfection program whether accord with the standard, serious investigation and analysis , finally write report to the F&B Manager.跟进相关清洁、消毒程序是否符合标准要求，认真调查分析并形成书面报告至餐饮部经理3. Called the steward employees who responsible for cleaning and disinfe
41、ction tableware.召集负责当批次餐具清洗、消毒的管事部员工，随时配合卫生部门的相关调查4.After health department investigate and gathering for evidence,卫生部门调查取证结束后，负责对相关餐具进行彻底消毒,Purchasing Manager 采购部经理,1. Provide the relevant suspicious food purchase documents. 提供相关可疑食品的采购单据2. Provide vendor Information Detail List提供供货商的相关资料3. Before
42、the Health bureau has not in formal notice, stop from the relevant suppliers continue to purchase suspicious food, consider to temporarily replace suppliers to purchase food.在未得到卫生局的官方正式通知前，暂停从相关供货商继续采购可疑食品，可考虑暂时更换供货商进行采购,Receiving Department 收货部,1. Keep the suspicious of receiving material of food
43、for inspection.保存相关可疑食品的收货资料以备查2. Cooperate with the kitchen staff, food inspector, intensify the suspicious food receiving acceptance strength.配合厨房工作人员、食品检疫人员，加大对可疑食品的收货验收力度,FIN 财务部,1. Approve by GM, ensure the on time fund supply.在获得酒店GM同意后，保障相关资金到位2. Responsible for contacting with insurance comp
44、any for related claim.负责与保险公司联系相关索赔事宜,PR Manager 公关经理,Approved by the hotel GM, be responsible for the whole event outward media response and various interpretation work.在酒店GM的授权下，全程负责整个事件引发的对外媒体应答和各项解释工作Warning: Not approved by the hotel GM, prohibit anyone from publishing any comments or information to media. 警告：酒店任何人员在为得到酒店GM的授权下，不得擅自对媒体发表与此事有关的任何言论或信息 HR人力资源部 Responsible for collecting related people Health certificate to prepare for inspection. 1、 负责搜集涉及此次相关人员的健康证明以备卫生部门检查 If severely for hotel staff, will be responsible for connection to his family 2、若中毒者为酒店员工，将负责联系其家属,Thank You,
