Objective

Handle guest illness reports with care, speed, and accurate documentation while avoiding admissions of fault.

Scope

All FOH and MoD when a guest reports possible illness related to our restaurant by phone, in person, online, or email.

Use When

• Guest reports feeling sick after dining here
• Guest alleges foodborne illness
• Third party contacts us about an illness claim

Quick Checklist

• [ ] Thank guest and express concern without admitting fault
• [ ] Capture details in Illness Report
• [ ] Notify MoD immediately
• [ ] Secure documentation and begin internal review
• [ ] Follow up within 24–48 hours

Step‑by‑Step

1. Initial response
   • “I’m sorry to hear that. Thank you for letting us know. Let’s document the details so our team can review.”
2. Record details
   • Name, phone, email
   • Date and time of visit
   • Items consumed and symptoms
   • Others affected? Medical care sought?
3. Escalate
   • Notify MoD at once. MoD continues all guest communication.
4. Document
   • Complete the Guest Illness Report Form and store it in the designated location.
5. Investigate
   • Check food safety logs, temps, employee health logs, and similar recent reports.