A friend who works in a travel limited liability company in Shaanxi told me about an accident that happened when she was traveling. She took the tour group to five cities in East China (namely Nanjing, Shanghai, Hangzhou, Suzhou and Wuxi). The group consists of 72 people, including 22 children, which is relatively large. At the third stop in Hangzhou, when I was about to travel, something unexpected happened. Among the tourists, an old man in his sixties suddenly fell ill and was taken to the hospital for examination and diagnosis. He was diagnosed with terminal cancer and could die at any time. The hospital asked to inform his family. In the face of this sudden change, she decided to let the doctor take good care of the patient and wait for the arrival of his family. She takes medicine and changes medicine with another person every day, and never takes care of the patient until her family arrives. After careful treatment, his condition was stable and he was taken back by his family. She doesn't mind the patient's scolding during the treatment, because serving tourists is the first priority, let alone tourists who are terminally ill. At the same time, it did not delay the trip of other tourists, which made the tour a successful conclusion. Later, when the patient died, the company also went to express condolences, and the patient's family members were very grateful, which enabled the company to establish a good relationship with its customers.

[analysis]

1. From the handling of this incident, it is not difficult to see that when the patient is sick or ill, he should be sent to the hospital for treatment in time and invite tourists to stay; 1 ~ 2 people take care of the patients with the tour guide. Never take medicine or take care of patients alone. If there is a problem, it is not clear. In addition, you should contact the travel agency to inform your family. If the illness is serious, you can let your family take care of it personally. At the same time, discuss with the local agency that tourism activities can not be suspended, so that other tourists can continue to travel. After the end of the tourism activities, tourists who died in the tourism activities should go to the home of the deceased in time to express their condolences. This is also the embodiment of the after-sales service of travel agencies, which is conducive to the close cooperation between travel agencies and customers, thus stabilizing the sound field of tourists. In this case, the above measures are timely and appropriate, which not only brings the tourism activities to a successful conclusion, but also strengthens the relationship between travel agencies and customers and improves the reputation of travel agencies.

2. When tourists suffer from common diseases, tour guides should visit them in time and express their 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 instructions to the driver (where to go and whether a taxi is needed to wait in the hospital). If there is a full-time escort, please accompany the patient to the hospital. However, whether the tour guide accompanies the patient to the hospital or not, it is necessary to know the patient's condition and the doctor's diagnosis result in time and inform the team leader.

3. When tourists suffer from acute or serious illness, tour guides should do the following: First, contact the hospital in time, report to the travel agency, and organize medical personnel to rescue them in time under the guidance of the competent department. During the whole rescue process, the team leader and relatives of fellow patients must be on the scene, and the travel agency should also send someone to take care of them. Second, learn more about the patient's body, medical history, symptoms and treatment before and after the onset from other tourists traveling with the patient, and have detailed written records for hospital reference. If the patient is seriously ill and his family members are not present, we should respect the opinions of doctors and tour group leaders, who will contact the patient's family members and urge them to come over quickly. Third, when patients need hospitalization, they should obtain the consent of their relatives or group leaders. When the patient is rescued from danger but still needs hospitalization, the tour guide himself or the travel agency should visit him to help him solve his daily problems and help him handle relevant formalities and other related matters. In general, the hospitalization and medical expenses of patients are borne by patients.