Category: Public relations

Transparency in organizations is important

Posted on by Brian Lee

2016_Summer_Olympics_logoTime and time again, businesses and organizations make decisions without publicly providing the rationale, and that usually riles up their audiences (e.g. stakeholders, customers, shareholders, etc.). This is one reason why transparency is important.

Now let’s look at the upcoming Olympics in Rio.

Seven years ago, the members of the International Olympic Committee (IOC) voted for Rio to host the 2016 Olympic Games over Chicago, Madrid and Tokyo. I was not alone in being stunned by the decision. Sure, South America has never played host to an Olympics, but the other cities were better suited for such a monumental task.

In the first round of voting, Madrid was first with 28 votes, and Chicago was last with 18 votes. I’ve read speculation that Chicago didn’t get many first-round votes because everyone assumed the city would win, and voters were trying to help the other cities save face.

Now that fateful day could have some major repercussions.

Forget the Zika virus. Rio’s major obstacle to a successful Olympic Games is Rio itself. A recent New York Times op-ed paints a picture of how far behind construction is, the crime near the Olympic arenas, the lack of leadership and the budget shortfall. How worried are you if you are an Olympic athlete or a fan that plans on attending?

To this day, IOC members have not revealed why they voted the way they did. Being transparent removes foul play and corruption from the equation. When you explain how you came to a decision, however difficult, you’ll at least achieve informed consent.

In a time when we’ve seen leaders from FIFA get charged with corruption, transparency in sports–and all industries–is more important than ever.

Capacity Building in Healthcare

Posted on by Brian Lee

INTRODUCTION

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Image courtesy of kengmerry at FreeDigitalPhotos.net

Capacity building, a process of individual and institutional development that leads to higher levels of staff skills and a greater ability to perform useful research, is a trend many hospitals and healthcare providers are adopting. At its core, capacity building is about improving effectiveness at the organizational level. This ranges from dealing with crises (e.g. Zika, Ebola) to identifying ways to promote social services.

HOW CAPACITY BUILDING HELPS COMMUNITIES

For communities, the outcomes of a healthcare provider’s capacity building should include more involvement in problem solving, increased access to resources and a sense of how to best co-exist.

Community members often will become healthier, showing signs of optimism and trust and a focus on unification. Rather than saying “nothing works,” healthy communities embrace a “we can do it” attitude.

HOW HEALTHCARE PROVIDERS CAN START A CAPACITY BUILDING PROGRAM

To start a capacity building program, you must start with internal buy-in from top-down. Make sure you include internal audiences in the process, speak in a language they’ll understand and engage them as early as possible. Also, be explicit about the benefits of the program, identify and manage risks and listen to any concerns.

Next, make sure you have the resources and readiness to sustain a campaign for an indefinite amount of time. Consider applying for a capacity building grant; projects that may be eligible for grants include strategic planning, board development and staff training.

Lastly, seek out external stakeholders, such as community leaders, educators and vendors. Invite these stakeholders to a few capacity-building events, including visits to project sites. Stay in communication with them through social media and e-newsletters.

What to do When a Physician Makes a Mistake

Posted on by Brian Lee

INTRODUCTIONdoctor-563428_1920

Everyone makes mistakes, but unfortunately when physicians err, the consequences are usually more severe. As a result, having a crisis communications plan to cover this type of scenario, however unlikely, is essential for hospitals and clinics. These plans are designed to protect and restore public confidence in an individual and the organization itself.

WHY HAVE A CRISIS COMMUNICATION PLAN

When a crisis occurs, you usually don’t have any time to think–you’re too busy responding and reacting. A pre-written plan helps establish a mutually agreed upon process and course of action for hospital staff (e.g. CEO, legal, HR, etc.) to follow, if a physician mistake occurs.

Your plan also should have pre-written messages and an assigned spokeperson(s), which also will help your organization be faster and more proactive in working with the media and other audiences.

WHAT ACTIONS TO TAKE IN A HEALTHCARE CRISIS

So a mistake has been made, now how to react? Follow the action items in the crisis communications plan.

Your first audience should be internal. Show staff that the hospital or clinic is taking the situation seriously, be transparent with your course of actions and kill the rumor mill.

It’s also important to acknowledge the situation publicly. Do not deny it, and avoid saying “no comment” (which implies guilt). Remember, the victim in this scenario is the patient, not the physician.

Don’t let others shape the story. You want to stay ahead of it by explaining what happened and explaining what you plan to do (e.g. additional training, new safety procedures, etc.) to make sure the incident doesn’t happen again.

In your statement, you should apologize. The incorrect thinking is that apologizing leads to a lawsuit (read this study that shows “the link between litigation risk and the practice of disclosure and apology is tenuous”). Saying “I’m sorry” shows the physician and hospital are remorseful, which is important.

More often than not, the public is willing to forgive, especially if you follow these steps.