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What to Say When the News is Bad: Crisis Communications

What to Say When the News is Bad: Crisis Communications June 3, 2020

Marketing, research and business development consultant in healthcare, human services and senior living.

Updated for the novel coronavirus, SARS-CoV-2 & COVID-19

Healthcare news hasn’t been very good – especially these days. The congregate long term care sector has never been a darling of the media; reporters love a story about vulnerable people who are injured or abused, nursing home and assisted living owners who are “fat cats”, pharmaceutical executives who are seen as pariahs, as well as insurance companies, which are perennial targets for “exposes.”

The recent past is marked by challenges, consolidations, .mergers, sales, bankruptcies and closures.

And now the COVID-19 crisis. A very high percentage of infections and deaths have been reported in nursing homes, assisted living residences, care homes and congregate care facilities in the US, the UK and other developed countries. In the US,  the data for nursing homes is frightening. And in the UK, the picture painted by the data is even more bleak.

How should managers handle this crisis?

The first thing is that every residential, social and healthcare organization needs a crisis communications plan and every manager needs to know how to “frame” bad situations to mitigate their perceived impact.

Also, the sector needs to lead and communicate, rather than stay quiet and quiescent.

Protect your brand!

Download the insights and guidelines you need here. 

There are far too many occasions where a “situation” escalates into a serious problem because the managers and providers aren’t prepared with systems and skills.

If you need or want assistance, please contact Stackpole & Associates – contactus@stackpoleassociates.com

 

Marketing, research and business development consultant in healthcare, human services and senior living.

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