When the Patient is a VIP Talk Trauma 2011

1 What do these people have in common? 1

2 2 When the Patient is a VIP  The Role of Corporate Communications  Your Role as Health Care Providers  Rules of Engagement

3 Our Role  PROTECT the reputation of the hospital  PROMOTE the reputation of the hospital 3

4 Our Role  We act as your gatekeeper  We will provide assistance to patients or families with regards to media relations (signing patient consent forms, getting a spokesperson, advice, etc.)  Make sure patients and their families are aware they have options 4

5 Anonymous Patient  If the patient/ family do not want to speak with media or have information about their care released patient can be made anonymous BUT:  With social media (Facebook, twitter, youtube) we speak with patient/family about other ways in which patient info is provided by family member, neighbour, school etc.  Social media makes it difficult to control information being released by someone other than hospital 5

6 Patient agrees to speak with media We will:  Provide patient/family with advice on dealing with the media  Facilitate where and when interview occurs and make sure that media does not disrupt other patients  Ensure that patient consent has occurred and that patient understand that comments and images, once on internet, are beyond control 6

7 Your Role  Redirect all media inquiries to us  Call us if media show up on hospital property  We are available 24/7! 7

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10 Rules of Engagement 1.Patient or decision maker have the right to refuse any release of information. 2.All requests by media must go through the communications department. 3.Patients/family members must sign a consent form before speaking with media. 4.Media must be escorted by someone from our department at all times. 5.All condition updates must go through our department and media are only entitled to a one word condition update. 10

11 One word condition updates  GOOD – vital signs stable and normal. Indicators are excellent.  FAIR – Vital signs stable and within normal limits. Patient may be uncomfortable. Indicators are favorable.  SERIOUS – Vital signs unstable and not within normal limits. Patient may be unconscious. Indictors are unfavorable.  CRITICAL – Vital signs unstable and not within normal limits. Major complications and indicators are unfavorable – death may be imminent.  DEAD – Media are informed of death only after nursing staff confirm family are notified.  DISCHARGED – no other information including date of discharged is to be provided. 11

12 When we won’t release information  Media does not have name  Name is wrong  Appears to violate a law  Interferes with a police investigation  Likely to have an adverse affect on the patient in the judgment of a physician or other person involved in the direct care of the patient 12

13 Thank you! Contact LHSC Corporate Communications ext visit 13