11 Crisis Management

continued on next slide Learning Objectives After this lecture, you should be able to complete the following Learning Objectives: 11.1 - Define commonly used terms, abbreviations, and acronyms. 11.2 – Identify the steps required to protect your facility from a crisis. continued on next slide

continued on next slide Learning Objectives After this lecture, you should be able to complete the following Learning Objectives: 11.3 – Explain the benefits and challenges of preventive crisis management policies and procedures. continued on next slide

Learning Objectives After this lecture, you should be able to complete the following Learning Objectives: 11.4 – Enumerate the various types of crises and potential impact of each. 11.5 – Complete a crisis management policy/procedure.

11.1 - Define commonly used terms, abbreviations, and acronyms. Key Terms 11.1 - Define commonly used terms, abbreviations, and acronyms.

continued on next slide Key Terms concurrent phase crisis endemic epidemic external crisis internal crisis continued on next slide

Key Terms medical malpractice never event pandemic post-event analysis preventive phase recovery phase sentinel event

Introduction

Crises As the administrator, in a crisis, you are the one everyone will look to for direction and leadership and to keep the facility running as smoothly as any other day.

Preparation 11.2 - Identify the steps required to protect your facility from a crisis.

Preparedness Planning Program management Organize, develop and administer your preparedness program Identify regulations that establish minimum requirements for your program continued on next slide

Preparedness Planning Gather information about hazards and assess risks Conduct a business impact analysis (BIA) Examine ways to prevent hazards and reduce risks

Preparedness Planning Write a preparedness plan addressing: Resource management Emergency response Crisis communications Business continuity continued on next slide

Preparedness Planning Write a preparedness plan addressing: Information technology Employee assistance Incident management Training

Preparedness Planning Testing and exercises Test and evaluate your plan Define different types of exercises Learn how to conduct exercises Use exercise results to evaluate the effectiveness of the plan

Preparedness Planning Program improvement Identify when the preparedness program needs to be reviewed Discover methods to evaluate the preparedness program Utilize the review to make necessary changes and plan improvements

Benefits and Challenges of Preventive Crisis Management 11.3 – Explain the benefits and challenges of preventive crisis management policies and procedures.

continued on next slide What does the Plan do? Maps out, step by step, the policies and procedures that the individuals within the organization can: Effectively and efficiently Legally and ethically Prevent a crisis, whenever possible continued on next slide

What does the Plan do? Empower your staff to respond to the event and support recovery for the facility, patients, and visitors

Types of Crises 11.4 – Enumerate the various types of crises and potential impact of each.

Types of Crises Internal crisis External crisis Never event Malpractice Inappropriate or inadequate care External crisis Hurricane, earthquake Accident with large numbers of casualties

Levels of Crises Endemic Epidemic Pandemic Spreads through small area, such as a community Epidemic Spreads over a larger area, such as throughout a state Pandemic Spreads through a very large geographic area

Crisis Management Policies 11.5 – Complete a crisis management policy/procedure.

Crisis Management Triad Preventive Before the event Concurrent During the event Recovery After the event

Preventive Internal crises can be prevented with policies and procedures in place to ensure both patient and staff safety. Using checklists Training and reinforcement of specific patient safety protocols

Concurrent Care for your staff as well as patients and visitors Keep things organized and calm Communicate clearly and with respect

Recovery Evaluate the impact of the disaster on the community or patient population Assess the health status and basic needs of the affected population Determine if there are reasonable, general concerns about specific groups or individuals Evaluate response and recovery efforts to determine any alterations to plan

Summary Creating a crisis management plan ahead of any and all potential disasters, using reports of events that have happened at other facilities, will support management and secure their ability—and your ability as the administrator—to guide everyone through the crisis under the best possible circumstances.