1. 11
Crisis Management

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Learning Objectives
After this lecture, you should be able to complete the following Learning Objectives:
Define commonly used terms, abbreviations, and acronyms.
11.2 – Identify the steps required to protect your facility from a crisis.
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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.
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4. 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.

5. 11.1 - Define commonly used terms, abbreviations, and acronyms.
Key Terms
Define commonly used terms, abbreviations, and acronyms.

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Key Terms
concurrent phase
crisis
endemic
epidemic
external crisis
internal crisis
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7. Key Terms medical malpractice never event pandemic post-event analysis
preventive phase
recovery phase
sentinel event

8. Introduction

9. 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.

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

11. Preparedness Planning
Program management
Organize, develop and administer your preparedness program
Identify regulations that establish minimum requirements for your program
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12. Preparedness Planning
Gather information about hazards and assess risks
Conduct a business impact analysis (BIA)
Examine ways to prevent hazards and reduce risks

13. Preparedness Planning
Write a preparedness plan addressing:
Resource management
Emergency response
Crisis communications
Business continuity
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14. Preparedness Planning
Write a preparedness plan addressing:
Information technology
Employee assistance
Incident management
Training

15. 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

16. 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

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

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

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

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

22. 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

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

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

25. 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

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

27. 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

28. 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.