145.How will you deal with someone who is seriously ill?（如何处理游客生病的问题？）

★Never offer medicine to tourist.

★If the tourist agrees, send him/her to the hospital immediately.

★Report the case to the offi ce. Make sure that the tourist is well cared for in the hospital.

★If an operation is needed, you must contact the tour leader to get the approval of his/her direct relatives upon the request of the hospital.

★If the tourist has to leave the group and cancel the rest of the trip, all questions concerning travel insurance claims and the possibility of a refund for the unused portions of the trip should be directed to his/her travel agent.

★After the group leaves, you should still offer assistance to the tourist and make sure that he/she leaves the city safe and sound.

★Keep a record.

☆导游不得擅自向游客提供药品。

☆经游客同意，立即将其送院治疗。

☆向旅行社汇报事件进展并与医院保持联系，以确保病人得到良好照顾。

☆如需手术，导游应协助院方通过领队获得游客直系亲属的同意并签字。

☆如游客因病必须离团并取消剩余行程，告知他/她可以与自己的旅游代理人取得联系，商量旅游保险索赔和旅游合同中未产生费用的退款事宜。

☆旅行团离开后，导游应继续为住院游客提供相应帮助，直至游客安全离开。

☆做好事件记录。

【备注】现在病人入院，基本都会由懂英文的医生和护士照料，没有语言沟通问题。大城市还有外国人开的医院。签证也一般在私人护照上，不用分离，如涉及签证到期应向当地公安局出入境管理处寻求帮助。游客可以使用信用卡结算费用，基本不用导游或旅行社垫付。游客来华前基本都买了旅游保险，回去后可与保险公司交涉。导游应提醒领队保留所有就诊原始凭据，并协助领队完成出险经过和情况说明。