Crisis Management Plan

Transcription

1 Crisis Management Plan Response to: Contaminated Flu Shot Strain Heather Hudson Steed Johnson Katie Mchugh COMM 481

2 Table of Contents Purpose and Objectives..Page 1 Publics..Page 2 Procedure for Notifying Publics.Page 2 Crisis Communication Team...Page 3 Media Spokesperson Page 4 Emergency Personnel and Local Officials.Page 5 Key Messages.... Page 6 Problem Questions.Pages 7 8 Sample Press Briefing..Page 9 Key Media Page 10 Equipment and Supplies.. Page 11 Preventative Actions.... Page 12

3 Purpose and Objectives Purpose: To be prepared to efficiently handle any situation that may come about within Centra Southside Community Hospital. To have our patient s best interests in mind when it comes to their health and safety in mind at all times. To eliminate any and all doubts that our future patients may have in regards to treatment at our facility. Objectives: To effectively communicate with patients and their family members that will be directly affected by this event. To notify the public of the situation immediately after those who were directly affected are made aware. To always maintain Centra Southside Community Hospital s standards while handing the situation professionally and to the best of our ability.

4 Key Publics Center for Disease Control and Prevention Board Members at the Hospital Investors of Centra Southside Community Hospital Donors of Centra Southside Community Hospital Town of Farmvillle, VA People who received the standard flu shot People who received the contaminated flu Shot Family Members of those who received the contaminated flu shot People who haven't received the shot yet Legal Representative Employees of Centra Southside Community Hospital Media Family Members of Employees Centra Lynchburg General Hospital Suppliers to Centra Southside Community Hospital Flu shot distributors

5 Procedure for Notifying Publics When a crisis occurs it is necessary to notify all parties involved. Two important parties are the Internal and External Publics. For this, a spokesperson should be appointed to inform them of the exact situation and how it will affect them personally. At Centra Southside Community Hospital, we truly value honest and immediate communication with all those we value. Internal Publics Centra Southside Community Hospital Board Members Centra Southside Community Hospital Employees Doctors Nurses Administrative Staff Centra Southside Community Hospital Stakeholders Family Members of Employees at Centra Southside Community Hospital Patrons who received the standard flu shot Family members of those who received the contaminated flu shot Patrons who received the contaminated flu shot Center for Disease Control and Prevention Legal Representative

6 At Centra Southside Community Hospital, we believe that internal publics should always be notified first. In this particular case and in many other cases the highest members of the internal publics should be notified about the crisis first. They are the ones who have the most influence and make big decisions for the organization. Following the highest members of the internal publics, one is able to go down the list. After notifying all internal publics, they then must stay up to date on the crisis by use of personal contact. External Publics Family Members of Centra Southside Community Hospital Employees Media Town of Farmville, VA People who have not received the flu shot yet Investors of Centra Southside Community Hospital Donors of Centra Southside Community Hospital Centra Lynchburg General Hospital Suppliers to Centra Southside Community Hospital Flu shot distributors Our external publics will be notified immediately after our internal publics are. Please know that our external publics are just as important to us at Centra Southside Community Hospital as the internal publics are. Due to the complexity of the situation those internally affected must be informed first. With a crisis of a contaminated flu shot our hospital will keep everyone up to date with the details of this crisis through our

7 website at: In addition to updates on our website, a press release will be held by the proper spokespersons based on the crisis. This press release will be aired live on Channel 12. The Farmville Herald will have information released about the crisis as well.

8 Crisis Communication Team Legal personnel from Centra Southside Community Hospital s legal team CEO William Bass Representative from the Center for Disease Control and Prevention Representative from the Department of Health and Human Services

9 Media Spokesperson

10 Emergency Personnel and Local Officials

11 Key Messages On October 12, 2014, a flu clinic was hosted here, at Centra Southside Community Hospital. We regret to inform you all, the public, that a full contaminated shot was given to those who were seen during the hours of 12PM and 2PM. Many of those who received these contaminated shots returned to the hospital within 24 hours and showed signs of severe flu symptoms. On their arrival, the patients were checked into the hospital with all fees being waved and their family members were immediately contacted. In respect for those who were affected by these contaminated shots, we will not be releasing any names to the press at this time. We now ask that all those who

12 received a flu shot during the hours of 12PM and 2PM on October 12, 2014 (whether symptoms showing or not) please return to the hospital for an examination by our staff. With this all being said, for those of you that received a flu shot at any other time, other than during the hours of 12PM and 2PM on October 12, received the correct flu shot and will be unaffected by this situation. We as the staff and board of directors here at Centre Southside Community Hospital are very sorry and frankly embarrassed by this mistake, but we are still continuing to do what we do best and that is treating those in need of help. On October 12 th, 2014 Centra Southside Community Hospital hosted a flu shot clinic that was free and open to all Farmville citizens. Those who received this full contaminated shot came back with severe symptoms of the flu such as high fevers, vomiting, etc. Everyone that received contaminated shot during the timeframe needs to return to Centra (if they are not there already) to be treated properly. Employees of Centra will also immediately call all patients that received correct flu shots that day and let them know what happened, that their flu shot was not contaminated, but wanted to make sure they knew the situation was under control.

13 Problem Questions 1.) How serious were the reactions to this incorrect strain of the flu shot that was given to people? The reactions to the strain of the flu shot that was the incorrect one were high fevers and vomiting. Each patient that had this type of a reaction was given immediate proper care by our physicians here at Centra. The patients were kept under close watch until their fevers returned to normal and their stomach issues subsided while being kept hydrated with multiple IV fluids. 2.) Are flu shots not being tested by the Center for Disease Control and Prevention before being distributed to hospitals? Influenza vaccine production and distribution are primarily private sector endeavors. The Department of Health and Human Services and Center for Disease Control and Prevention do not have the authority or legal capabilities to control influenza vaccine distribution nor the resources to manage such an effort. It is up to that private sector prior to distributions to ensure that each shipment of the flu shot vaccine is correct. 3.) Why should people continue to be patients of Centra Southside Community Hospital? One of our main values offered to our patients is to provide quality service. The patients that were given an incorrect strain of the flu shot vaccination were taken care of immediately after our facility became aware of what happened. The patients that were not directly affected by this incorrect strain of the flu shot were contacted as soon as possible to be informed and made aware of what had happened, but more importantly to reassure them that they were not going to experience any negative side effects. Our

14 value of giving quality service is one that we at Centra see as vital for our patients. A situation like this has never happened before at our hospital and we will do everything that we possibly can to ensure that it is never repeated again. 4.) Have other hospitals had this type of a flu shot incident happen this flu season or was it just Centra Southside Community Hospital? According to our representatives from the Department of Health and Human Services as well as the Center for Disease Control and Prevention, there have been no other reports of hospitals being distributed flu shot vaccines containing the erroneous strain. 5.) What precautions will the hospital take for future flu shot clinics held for patrons in order to not let something like this happen again?

15 Sample Press Briefing Good evening. My name is William Bass and I am the CEO of Centra Southside Community Hospital. First and foremost, I would like to thank all of you for being here tonight to discuss this matter, which is now being taken care of and under control. On October 12, 2014, Centra Southside Community Hospital offered free flu shots to the community of Farmville, Virginia. During the hours of 12PM and 2PM that day, the inaccurate strain of the flu shot was given to patients. Unfortunately, this was not realized by my staff nor myself until the next day. Those who received the shot, during this two hour span, returned to our hospital with severe signs of the flu virus. It was then that our well trained staff realized the mistake that we as a company had made. My staff and myself immediately took action.

16 Those who received the inaccurate strain of the flu shot during that two hour period, were admitted into urgent care. All patients immediately began treatment for the flu virus. Admittance fees were waived along with all treatment and boarding. Out of the 12 people that Key Media

17 Equipment and Supplies The following are all the equipment and supplies that will be needed for the Centra Southside Community Hospital Press Conference: Laptops Fax Machines Printers Pens Paper Cameras Phones Podium Microphones Extension Cords Batteries Food and Beverages (Optional)

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19 Preventative Actions