ebola: preparation & practice · call center scripting 10:00 am email to call ctr mgrs call...
TRANSCRIPT
![Page 1: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/1.jpg)
Ebola: Preparation & Practice
Paul Baltes
Communications Director,
Nebraska Medicine
![Page 2: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/2.jpg)
Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
2
![Page 3: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/3.jpg)
Agenda:
▪ What happened▪ How we responded▪ Why you should care
Learning Objectives:▪ How to be agile in the face of a crisis▪ How to create the basics of a plan
![Page 4: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/4.jpg)
4
![Page 5: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/5.jpg)
Global Travel:The next “Special Pathogen” is out there
5
![Page 6: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/6.jpg)
▪ Academic health network
▪ 2 hospitals, 809 beds
▪ 40 clinics
▪ Close affiliation with University of
Nebraska
▪ 13,000+ employees between
Nebraska Medicine and UNMC
▪ Known primarily for oncology and
organ transplant
![Page 7: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/7.jpg)
The Nebraska Biocontainment Patient Care Unit▪ Completed in 2005▪ Built to treat exposure to special
pathogens (bioweapons, flu, airborne infectious diseases)
▪ 10 beds (5 patient rooms)▪ Separate air handling▪ Locked and sealed▪ Trained staff of 35-40
![Page 8: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/8.jpg)
Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
8
![Page 9: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/9.jpg)
![Page 10: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/10.jpg)
![Page 11: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/11.jpg)
11
![Page 12: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/12.jpg)
Preparation is a team sport
The time is now:
▪ What is your risk?
▪ Who’s going to be affected or care?
▪ How will you:
▪ Communicate
▪ Drill
You cannot simultaneously prepare
for and react to a crisis or disaster
![Page 13: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/13.jpg)
Preparation is a team sport
How we prepare:
▪ Drills
▪ Incident command structure
▪ Flow of communication
▪ Familiarity with decision makers
▪ VISION
![Page 14: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/14.jpg)
Preparation is a team sport
![Page 15: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/15.jpg)
![Page 16: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/16.jpg)
July Aug. Sept. Oct. Nov.
“…some things are afoot.”
Dr. Sacra
arrives
Dr. Sacra leaves
AshokaMukpo arrives
Mukpoleaves
Dr. Saliaarrives
Dr. Saliapasses
State Dept. visit
Activation: 2014
![Page 17: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/17.jpg)
17
![Page 18: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/18.jpg)
18
Who is your PR pilot?▪ A single point of contact ▪ Trusted advisor▪ Master of methods
▪ News ▪ Social ▪ Internal▪ Marketing
▪ Understands your communications culture
▪ Not necessarily the same as a spokesperson
![Page 19: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/19.jpg)
19
![Page 20: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/20.jpg)
20
![Page 21: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/21.jpg)
Audience Considerations
▪ External▪ General public
▪ News & social media▪ Health care: CDC, public health, other hospitals, referring practices▪ Call center
▪ Internal▪ Employees, physicians, students ▪ Patients ▪ Visitors ▪ Boards of directors
There’s no such thing as “Internal Communications”
![Page 22: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/22.jpg)
Methods:
▪ Simultaneous media advisory and internal message
▪ Continuous updates via established communications vehicles (internal and external)
▪ Letter to patients
▪ Letter to BCU staff▪ “You are making us proud…”
▪ “…you truly are leading the world. You exemplify everything about our promise of Serious Medicine Extraordinary Care”
▪ “With our sincere respect and gratitude…”22
Ebola Response
![Page 23: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/23.jpg)
Audience Timing How/Method Responsibility Completed?
Staff/MDs 10:15 AM Email+mgr CMO
Board of Directors/ Regents 10:10 AM Email + phone CEO/admin asst.
Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt
Elected officials 10:30 AM Phone Gov’t relations
Current inpatients 10:20 AM Paper letter Staff RNs hand deliver
News media 10:30 AM Email release Media Relations
Referring health systems 10:30 AM Email CEO
Community non-profits 10:30 AM Email COO
Ebola Response
![Page 24: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/24.jpg)
Ebola Command
Center, Sept. 5
Communications
team is at the table
with administrative
and clinical
leadership
Ebola Response
![Page 25: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/25.jpg)
Ebola Response: Internal Why:
▪ Respect for colleagues and the work they do
▪ What information do they need to:
▪ Feel safe
▪ Do their job or education
▪ Be able to answer questions
How:
▪ Established channels
▪ E-newsletter
▪ Intranet resources (Q&A, message points, clinical resources)
▪ Email updates
▪ Manager cascade
▪ Employee forum
![Page 26: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/26.jpg)
“Alternative” Communications
26
Plan for predictable “what if” scenarios
▪ What if our patient takes a turn for the worse?
▪ What if a staff member becomes ill?
▪ What if this happens:
![Page 27: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/27.jpg)
Ebola Response: Internal = External
![Page 28: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/28.jpg)
![Page 29: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/29.jpg)
Ebola Response: Internal = External
![Page 30: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/30.jpg)
30
After activation: 2015 - present
▪ Monitoring
▪ International outreach
▪ Training
▪ Education
▪ Preparation
![Page 31: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/31.jpg)
31
After activation: 2015 - present
![Page 32: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/32.jpg)
After activation: 2015 - present
![Page 33: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/33.jpg)
How many people have died of Ebola Virus in 2019?
▪ None
▪ 2,181
▪ 1
▪ 3,264
33
Pop Quiz:
![Page 34: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/34.jpg)
34
“New cases are down to 15 a week from a high of 128 in April, but outbreaks are still popping up in remote and dangerous mining areas.”“People don’t see this as an emergency.”
-NY Times Oct. 18, 2019
![Page 35: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/35.jpg)
What has changed in five years?
▪ Expectation of instant information
▪ Internal communications audit
▪ Input from colleagues
▪ Analysis of how we communicate
▪ Implementation of recommendations
35
After activation: Communications
![Page 36: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/36.jpg)
Takeaways:▪ You cannot simultaneously prepare for and react to a crisis
▪ Internal communications = external communications; secrets are obsolete
▪ Your entire organization is your PR department
▪ Media relations: think like a reporter, think like a human
▪ Plan for what’s next
36
![Page 37: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/37.jpg)
Homework (due at the end of the week):▪ What are 2 or 3 “real risk” potential crises for your organization?
▪ Operational
▪ Reputational
▪ Computational
▪ Do a quick (and honest!) assessment of your level of readiness
▪ Make an appointment with your 1-up and discuss:
▪ Where your org comes up short
▪ What you should do about it
▪ Who can help
37
![Page 38: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/38.jpg)
38
In closing…
![Page 39: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/39.jpg)
39
![Page 40: Ebola: Preparation & Practice · Call center scripting 10:00 AM Email to Call Ctr mgrs Call Center mgmt Elected officials 10:30 AM Phone Gov’t relations Current inpatients 10:20](https://reader035.vdocuments.mx/reader035/viewer/2022063009/5fc0c3e47af989252e7c939a/html5/thumbnails/40.jpg)
40