A behind-the-scenes look at the hospital’s crisis response
Scott & White Healthcare recently faced one of the worst situations our community and the nation have seen in recent times. Our success with the public and media response was due largely to detailed planning, the thoughtful application of multiple media channels, and practice, practice, practice. When tragedy struck the Fort Hood Army base in central Texas on Nov. 5, we were ready.
Here are some of the “rules” we followed in executing a comprehensive communications response to the Fort Hood tragedy.
Golden Rule #1: Be prepared
Scott & White has a comprehensive crisis response plan in place, one that we periodically test by running crisis simulation drills that involve everyone identified as part of the crisis response team—from the most senior leaders on down.
In my nearly two years at Scott & White, the hospital has conducted several such crisis response drills. And we have had actual crises arise to test our emergency response planning. One such time was the evacuation of patients to our hospital from the Houston area during Hurricane Ike.