Tip of the week: Develop a crisis management strategy
Contemporary Long-Term Care Weekly, July 16, 2009
No facility is completely safe from negative events, adverse outcomes, fires, elopements, or unhappy staff. Despite best made plans, perfect policies, and competent staff, every facility is at risk for negative headlines. How the negative publicity is handled by facility management determines whether the facility can emerge from negative publicity with its reputation intact.
Creating a crisis management strategy will prepare a facility for handling undesirable conditions in an efficient manner. Strategy ideas include:
- Designate a spokesperson
- Prepare written statements in response to various events
- Disclose information to staff, residents, and families, thus building trust
- Do not address media on the spot and without all the facts
- Do not provide the names of victims or suspects
- Avoid giving opinions and speculating
- Avoid responding to innuendo and rumors
This is an excerpt from HCPro’s book, Satisfied Customers Seldom Sue, by Carol Marshall, MA.
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