2022 Stronger - PH342 - Changing the Narrative in Our Region During the Pandemic - On Demand
Unlike many other hospitals in March 2020, images of patients on gurneys lining hospital corridors and reports of drug, personal protective equipment and ventilator shortages were not our story. Yes, the pandemic was headed our way, but we had knowledge that could potentially prevent our health system and the region from being overwhelmed by COVID-19. Local media, however, were making incorrect comparisons and asking all the wrong questions. News reports of anxiety and stress swirling around us ultimately impacted patient care and outcomes. Our academic medical center leadership made a time-critical decision to resolve the threat posed by the distribution of incorrect information by launching urgent, strategic and evidence-based daily communication in a bold new way. There was no time for more traditional platforms or messaging. Historical competition was ignored. Opposing hospitals and media were brought together for a daily interactive news conference. Two years into the pandemic, awareness, loyalty and preference scores at our academic medical center are up 4.8 points (Net Promoter Score measured by NRC, comparing March 2020 to January 2022).
- Other Healthcare Professionals
- Identify three important components with distinct value-added metrics to ensure success in crisis communications management.
- Explain five essential methods to adapt unique crisis communications to your health messaging.
Steven Stites, MD, Chief Medical Officer, The University of Kansas Health System, Kansas City, KS
Jill Chadwick, MA, Director of Media Relations, The University of Kansas Health System, Kansas City, KS
Marcia Francis, PR, Assistant Director of Marketing – Digital Media and Strategy, The University of Kansas Health System, Kansas City, KS
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Vizient, Inc. designates this enduring material for a maximum of 0.50 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
Other Healthcare Professionals (General CE Credit)
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- 0.50 AMA PRA Category 1 Credit™
- 0.50 ANCC
- 0.50 General CE – Attendance