Mercy Health System’s Crisis Communication Game Plan: Response Preparation for a New Era
“Crises” can span the spectrum of severity from natural disasters to disease epidemics to disgruntled patients, and healthcare organizations are particularly susceptible to their impact. The onus falls on hospital marketing and public relations teams to put out the proverbial fire—informing staff, patients, and the press about the issue and performing damage control where necessary. Today’s digital environment is both a help and a hindrance, providing an instant means for communication but also increasing the scope and speed with which messages (good or bad) can travel.
Mercy Health System has developed an efficient system for preparing for and dealing with impending crises, using key tabletop exercises for response standardization, dedicated media monitoring personnel for improved reaction time, and systemwide training to ensure a crisis can be averted or mitigated whenever or wherever it arises.
Order this on-demand program to learn answers to key questions, such as:
- How do you identify the appropriate expert on your team to cope with a specific crisis scenario?
- What tools can be used to prepare your facility, and how can that preparation be standardized across the entire system?
- What are some specific talking points you can have on hand should a situation arise?
- What is the composition of an effective crisis management team?
- What potential crises are now more imminent with the implementation of social media policies and protocols?
- New Crises for a New Era
- Surviving in the wild west of social media
- HIPAA considerations
- Real-time service reviews
- Social media as a tool for crisis mitigation and/or service recovery
- The dangers of digitizing
- EHR security risks
- Feeding the media beast
- Press inquiries and proactive statements
- Key Tools for Preparation
- Tabletop exercises (both interdepartmental & market-specifc)
- Custom crisis management guide books
- Pre-arranged talking points
- Structuring Your Crisis Management Team
- Identifying the experts
- Preparing for response
Meet the Speakers
VP of Marketing and Public Relations
The Mercy Health System
Media and Public Relations Specialist III
The Mercy Health System
Webcast system requirements and program materials:
To fully benefit from the webcast experience, please note you will need a computer equipped with the following:
Internet: 56K or faster Internet connection (high-speed recommended)
Streaming: for audio/video streaming, Adobe Flash plug-in or Safari browser on iOS devices
Prior to the webcast, you will receive an e-mail with detailed system requirements, your log-in information, presentation slides, and other materials that you can print and distribute to all attendees at your location.
COULDN'T LISTEN LIVE?
No problem. The on-demand version is now available! Use it as a training tool at your convenience—whenever your new or existing staff need a refresher or need to understand a new concept. Play it once or dozens of times. A $279 value!
Participation in the webcast is just $279 per site. All materials must be retrieved from the Internet.