Certified Hospital Emergency Coordinator (CHEC) Training Program. Emergency Communications and the Media. Objectives. Alerts and Notifications-ASPR

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1 Certified Hospital Emergency Coordinator (CHEC) Emergency Communications and the Media Objectives After completing this lesson, you should be able to: Describe the alert and notification methodologies and emergency communication equipment commonly used in hospitals. Recognize the difference between internal and external alert and notifications. Discuss Media management strategies. Alerts and Notifications-ASPR Recipients shall build or complete development of an operational redundant communication system that is capable of communicating both horizontally between healthcare providers and vertically with the jurisdiction incident command structure (ASPR Cooperative Agreement, 2007) 1

2 Hospital Preparedness Program Measure Manual, Implementation Guidance for the HPP Program Measures Indicator #4: The HCC has demonstrated the capability of a redundant means of communication for achieving and sustaining situational awareness. Interpretation: As IT becomes central practice, healthcare organizations must become increasingly vigilant about preparations for continuity of operations when normal IT and communication functions are disrupted. The HCC should help members develop plans and checklists to recover and restore IT and communication delivery systems, voice/data networks, and clinical and business applications/data before unacceptable loss occurs. This includes the implementation risk mitigation and recovery strategies, and the development of technology recovery plans and the creation of redundant communication systems. Communications-Joint Commission Standard EM As part of its Emergency Operations Plan, the hospital prepares for how it will communicate during emergencies Communications-CMS CMS 2016 EM Standard We are requiring facilities to develop and maintain an emergency preparedness communication plan that complies with both federal and state law. Patient care must be well-coordinated within the facility, across healthcare providers, and with state and local public health and emergency management agencies and systems to protect patient health and safety in the event of a disaster. 2

3 Alerts and Notifications Who needs to be notified? What technology will you use for notification? When should they be notified? Where are alert and notification procedures and equipment located? Why do they need to be notified? How are alert and notification procedures and equipment tested? Who needs to be notified? Internal Hospital Incident Command Staff CEO or Administrator on-call Members of the Hospital Emergency Management Committee Security Staff Switchboard/Dispatch Staff Patients (in and outpatients) visitors, and families Others? Who needs to be notified? External Law Enforcement Public Works Emergency Medical Services Public Health Vendors Media Emergency Management Agency Fire Coordinating Hospitals Hospital Association Other Hospitals 911 3

4 What technologies are used for notification? Internal Hospital Alert Systems Call Down Lists External 911 Emergency /Fax 800 MHz Radios HAM/Amateur Radio REDUNDANCY, REDUNDANCY, REDUNDANCY!!! Hospital Alert Systems Pager Call trees Overhead page Bulletin board Intranet Switchboard Push To Talk/Radios Others? Internal Systems HAM Radios Amateur Radios, or HAM radios often work when everything else has failed Some hospitals have HAM radio capability HAM requires licensed operators HAM radio groups have agreed to assist the states in emergencies 4

5 Other External Alert and Notification Systems In addition to external alert and notification systems provided by ASPR funding, hospital may also have access to additional technologies that may include: Reverse 911 systems Satellite Phones Communications GO-Kits Others? When should they be notified? Develop trigger points to include in Emergency Operations Plan For example, If a tornado/severe weather warning is issued, incident command system will be activated Talk to external partners (EMA, public health, etc) to find out when in an event they would need to be notified Where are alert and notification procedures and equipment located? Emergency Operations Plan Consider posting relevant contact information near alert and notification technologies Many technologies are located in the Emergency Department, others are in the Hospital Command Center or other Administrative Areas. 5

6 Why alerts and notifications? Required by regulatory standards Communications are always problematic Allows internal and external staff to support the response efforts How are alert and notification procedures and equipment tested? Exercise, Exercise, Exercise! Test alert and notification in every exercise and drill Think about testing alert and notification during evening or weekend hours Use exercises as opportunities to train staff on equipment, check accuracy of contact information, and time it takes to notify and alert external partners More Problems with Communications Desire to know Media Public Need to know Healthcare providers and other responders Local, State, and Federal Agencies 18 6

7 19 Media Use Public Warning and Information Instructions for evacuation Shelter in place instructions Locations where to seek assistance Secondary Treatment Facilities Neighborhood Emergency Health Centers Calming and reassurance Support Role Supplies that are needed Blood donations, etc Media Use Must use caution to control message May result in unwanted or unneeded donations Require resources to manage donations Think about the source before you issue a statement Print media vs. broadcast media 20 The public must receive a single, clear message A redundancy of persons authorized to talk to the media must be created, preferably well in advance of any disaster. In addition, they should work closely with one another 7

8 Persons involved in any portion of the incident must be responsive and helpful to the media During communication, the nature of the content that is released must be carefully controlled. The individual communicating with the media must always tell the truth but should resist giving every detail The face that is shown to the media must be one of concern. 22 The authorized individual communicating with the media (generally a Public Information Officer-PIO) must remember not to panic, especially under media pressure Get formal training to handle and speak to the Media (EMA PIO Course) 23 Avoid the phrase no comment, recalling that when facts are scarce, words soon take their place ; remember to give only facts you can verify or have first hand knowledge of 24 8

9 Listen to the question carefully Establish a prior relationship with local media Treat local and national media equally Don t be afraid to ask to start the interview over Use the time you have after a disaster when the public is attentive to put out public service announcements and informative campaigns Summary Know what procedures and equipment are available in the hospital, and the community Ensure redundancy by utilizing several different notification procedures Maintain accuracy and utility of alert and notification system through frequent exercises Ensure proper planning for handling the Media during a disaster or emergency situation Certified Hospital Emergency Coordinator (CHEC) Emergency Communications and the Media Questions? 9