(1) Notification and Communication B. Hospital Communications: (a) Phone and cellular circuits are frequently overloaded in disasters, possibly rendering them useless. Therefore, 2-way radios and satellite phones should be available as backup communication methods for key hospital personnel. (b) A communications plan should be developed in advance for disaster and emergency situations (such as a radiological terrorist event) that outlines the audiences, procedures, and key messages. The plan should be exercised similar to the overall hospital response plan. CDC has a CD-Rom available that outlines the steps for developing a communications plan, called CDCynergy ERC. You can contact Judith Courtney at jcourtney@cdc.gov for a copy of the disc. Training information is also available at http: //www.cdc.gov/cdcynergy/emergency/. (c) External stakeholders are the key audiences for communications. These include: (c-1) First Responders, EMSFire, and , Police who are vital to protecting the hospital's resources and are priority stakeholders. (c-2) Media who can play a key role in providing accurate information and therefore possibly reducing the number of concerned individuals who come to the hospital. (c-3) Victims and potential victims. (c-4) Family members. (c-5) Community members. (c-6) Local medical facilities. (c-7) Health departments. (c-8) Local elected officials. (c-9) Local hospital and disaster volunteers. (d) Ensure that all messages are consistent, immediate, accurate, and open. Key message topics include: (d-1) If you think you are exposed.... (d-2) If you are injured.... (d-3) Likely effects of radiation contamination include.... (d-4) To avoid contamination.... (d-5) Available resources, experts/contacts for medical information include... (e) Develop a media relations plan that: (e-1) Builds relationships with reporters to ensure accurate and timely reporting. Hospitals should invite the media to participate in pre-planning activities and drills. This is a two-way learning opportunity: media learns about strategic factors in a disaster and medical personnel learn how to work with the media. (e-2) Includes media in the community planning process so they understand the hospital's contingency plans. (e-3) Designates a spokesperson and spokes-hospital if multiple hospitals are involved in the incident response. Any spokesperson should have prior training in media relations. (e-4) Focuses on what the hospital is doing rather than the disaster. Questions not related to the hospital's response should be referred to state or local emergency management agencies. Hospital personnel should not contribute to the misinformation by discussing topics outside their areas of expertise. (e-5) Designates who is coordinating and integrating information going out to the public. (e-6) Informs the media of local and national experts and contacts. (e-7) Ensures back-up communication equipment and power sources. (f) Develop prepared information packets in advance. Remember that unique messages are called for in an incident involving radiation. (g) Practice rumor control by monitoring the local media reports and addressing and correcting "misinformation" immediately. Rumors will arise to fill gaps in information, so if the hospital does not speak about an issue, someone else will. (h) Be certain that the hospital is linked to the community's emergency alert system (stations are required to have equipment to broadcast emergency alerts). The emergency alert system has fallen into disuse, but it is available for this type of communication. Hospitals can contact their county's emergency management agency director to develop a Reverse 911 ® program that allows the 911 center to categorize a geographic area and broadcast a specific recorded message to that area. (i) Develop a press plan since it is an essential component of any community disaster plan. Credibility is key to effective crisis communication. Spokespersons should remain calm, be empathetic and avoid discussing issues outside their areas of expertise