OPERATIONAL RESPONSE: Operational response should include Reporting/Investigation, Cleaning/Prevention, and Communications. These responsibilities are equally important, requiring designated Associates and Coordinators. If multiple guests or Associates are ill, designate a Guest Illness Coordinator and an Associate Illness Coordinator to ensure they are as comfortable as possible, have been offered medical attention, that their physical needs have been met if possible, to facilitate communications with family members, liaise with medical personnel, and, very importantly , that documentation is properly completed, i.e. Illness Report Form, Illness Report Log, Communication Log, and any other forms the Hotel designates. A department head or senior manager is recommended for this assignment. Reporting/Investigating: • An Illness Report Form should be completed immediately when a guest or Associate complains of a suspected food-borne illness. • An Illness Investigation Form should be completed as soon as possible to enable a complete investigation of the cause. • A Food History and Operations Checklist Form should be completed in full, using a separate form for each guest or Associate that becomes ill if an Outbreak has occurred. This is vital to establish whether there has been a breakdown in food safety operations and enable the hotel to correct any problems. If our food-safety operations are compliant with best practices, the checklist will help in preparing a final response to the guest, rebutting claims or legal actions, and showing a thorough investigation occurred if questioned by the local Food Safety / Health Authority. • If food samples are to be taken, follow the Food Sample Collection Techniques in this section. • Complete and File all relevant Incident Reports or Claim Forms. Cleaning/Operational: If an isolated incident, Housekeeping will clean any areas where the ill guest or Associate was located or became ill, wearing appropriate PPE (gloves, disposable plastic apron, and mask recommended). See BODY FLUID SPILLAGE procedures. Thorough cleaning, safely done on the recommended schedules, will bring an outbreak under control due to the short duration of symptoms and its incubation period. Food borne illness almost always involves vomiting and/or diarrhea. All Associates assigned to cleaning details need to be fully knowledgeable about the procedures for BODY FLUID SPILLAGE in this manual and will follow those procedures.
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