Copyright Emory Healthcare 2014 All Rights Reserved.

Transcription

1 This document is provided as a courtesy to those interested in Emory Healthcare and does not constitute medical or any other advice and does not create any physician-patient relationship. Also, Emory Healthcare does not endorse or recommend any specific commercial product or service. This document is provided solely for informational purposes only and no part of it may be used for any other purpose. The Emory Healthcare Ebola Preparedness Protocols full site/materials Disclaimer is available at These documents are subject to change based on developing epidemiology in the country. Updated 11/10/ :34 AM Copyright Emory Healthcare 2014 All Rights Reserved.

2 Internal Communications Melanie De Gennaro Corporate Director of Communications

3 If you learned that the first patients with known Ebola Virus Disease to ever set foot on American soil were coming to your hospital in three days, who would you tell first? 3

4 OUR INTERNAL AUDIENCE IS OUR FIRST AUDIENCE 4

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6 FIRST SEVEN DAYS Thursday, July 31: System-wide announcing arrival of patient to EUH in coming days Friday, August 1: Town halls in the afternoon and evening Letter to EUH patients in English and Spanish Talking points for call center Saturday, August 2: EUH staff and MD town hall in the morning A.M. recap of situation; announce EUH is getting a second patient P.M. after the first patient s arrival Internal and external websites launched School of Medicine Dean message to chairs supporting the decision Sunday, August 3: System-wide with website link, precaution information, thank you message, etc. English/Spanish patient letter and call center talking points revised to be more current Monday, August 4: Link to Ebola internal website included in allstaff news beat compilation Post on the Ask John Blog (blog for President & CEO) thanking staff/pride in the organization Tuesday, August 5: All leader announcing next round of town halls EUH/EUHM staff and physician announcing next round of town halls All staff and physician announcing arrival of second patient, reminding staff about protecting patient information and referring staff to the Ebola website for more information Wednesday, August 6: All staff and physician with West Africa travel guidelines Town halls at EUH and EUHM for staff and physicians 6

7 WORK IN LOCKSTEP External communications team Clinical team Operations team Executive team Human Resources 7

8 CONSTANT THEMES Facts about Ebola Safety of patients and staff Staff members are trained and prepared Privacy This is why we exist Emory Healthcare pride Gratitude 8

9 s Town Halls Rounding Talking points/scripts Designated Internal website TOOLS OF THE TRADE 9

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11 PATIENTS AND THE COMMUNITY Letters to inpatients Educational video on CCTV External educational website Patient screening signage Response to s and calls with concerns Protocols website 11

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14 DON T FORGET TO RECOGNIZE! Thank you s from John Fox, President & CEO Meeting with President Obama Thank you reception Recognition system 14

15 EMORY HEALTHCARE PRIDE Blog Media coverage NBC special Meeting the president 15

16 Ebola Virus Communications and Media Relations: A Team Effort Janet Christenbury Director of Media Relations

17 EMORY EBOLA TIMELINE Emory announces it will treat Ebola patients. Trump sends alarmist tweets. Media focuses on Nancy Writebol s arrival. Emory continues to educate the public Ribner discusses the role that supportive care and ZMAPP play in fighting and treating the virus. Brantly releases a statement and thanks Emory for its excellent care. The New York Times posts an editorial supporting the treatment of health care workers in the United States. Aug 1 Aug 2 Aug 5 Aug 6 Aug 8 Aug 9 Kent Brantly arrives at Emory. Media and social media coverage increases dramatically. Sanjay Gupta reports live from Emory. Emory doctors Ribner, Varkey, and Isakov express their confidence in containing the virus and explain Emory s safety protocols. News media and the public support the decision to treat patients, but remain cautious. Susan Grant s Washington Post op-ed is published. Dramatic shift in tone and content of Ebola conversation. Media, public, and alumni praise Emory on social media and on traditional media platforms. Susan Grant appears on NBC Nightly News. Slide prepared by McGinn and Company.

18 EMORY EBOLA TIMELINE Ribner, Isakov, Lyon, and Varkey speak to Time magazine. The story was published in print and video format. Emory holds press conference on the departure of Kent Brantly. Ribner speaks to the media. Aug 10 Aug 18 Aug 21 Sept 5 Nancy Writebol quietly leaves Emory Hospital to spend time with her family. NBC airs a special on Ebola preceded by a week of promotional coverage. Slide prepared by McGinn and Company.

19 THE EMORY TEAM Emory University Hospital core team Guiding principles Communication flow and process Internal Communications External Communications Designated media spokespersons

20 MANAGING RELATIONSHIPS Centers for Disease Control and Prevention Georgia Department of Public Health Samaritan s Purse SIM USA Patients family members Other medical centers Photo: James Gathany, Centers for Disease Control and Prevention

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22 THE MEDIA Local and national Social media Challenging issues News conferences Communication flow and process Internal Communications External Communications

23 LESSONS LEARNED Guiding principles Discipline Stay in your lane Trust