Crisis Management Communication Plan
Katherina Fabi
HCS/350
February 4, 2014
Djuanique N. Slaughter, MPA, RHIT

Crisis Management Communication Plan Crisis is defined as an unexpected, sudden turn of events or set of circumstances requiring an immediate human response. The word crisis comes from the Greek root word krisis, meaning “turning point.” There are different types of crisis: developmental, situational, and adventitious crisis. In health care settings, most crises are situational. For example, while working in the Intensive Care Unit (ICU), a client who was awake and alert two hours ago, suddenly became unresponsive. The client was assessed for responsiveness. The client was not breathing and pulseless. Immediately, a code blue was paged overhead, and the team rushed over. The team consists of the primary nurse, emergency physician, respiratory therapist, critical care nurse, recorder, and the emergency medical technician (EMT). The House Supervisor and charge nurse are also available to direct traffic and assist with the code blue. Each team has their own roles and responsibilities during a code. A team leader is usually the critical care nurse until the emergency physician arrives, and he or she takes over the role as team leader. The team leader designates the recorder, the nurse who is administering the intravenous medications, someone doing the compressions, and someone giving breath to the client. Each one working together as a team to resuscitate the client. It is important to remember during the code, communication with one another is critical. The team leader is clear, concise, and complete in giving his or her instructions or directions to the rest of the team. The critical care nurse needs to communicate to the recorder the name of the medication and the dosage of the medication given. The recorder documents the sequence of events in real time. The emergency physician intubates the client and continues to give instructions and directions. The EMT is doing the compression and needs to switch role after two minutes with the primary nurse. Meanwhile, the House Supervisor notified the family and physician of the client to inform them of the condition of the client. The family is on their way. The client was resuscitated, and he is connected to the respirator. The son and his wife arrived first. He appeared confuse and speechless when he first laid eyes on his father. He didn’t know what to do or who to call. He asked why he was called first and not his sister who handles their father’s affairs. The primary nurse explained to the son that his father named him the designated spokesperson in case of emergency. He was the contact person. The son was relieved and understands. He calls his sister and she is on her way. To help reduce stress during a crisis, provide information. Each family member’s health and well being is affected by the communications and actions of the health care team during a hospitalization (Davidson, 2009). In a stressful situation, most people hear only a fraction of what has been said. Repeat information and direction more than once. A calm approach can help clients and family relax in a stressful situation. Allow time to answer question. In this case, the son was provided information regarding what lead to his father’s condition now. The information was repeated several times when the sister arrived with her husband and uncle, the client’s brother. The nurse was calm and professional when speaking to the family answering their questions. Another way of reducing stress is processing strong feelings. Allow clients or family to express their feelings, thoughts, and worries when experiencing stress. Listen carefully and ask gentle, probing questions. Each family member was expressing themselves in their own way. The son was expressing that he had never seen his father this way. He remembered his father as an active person. The sister, who remains calm, stated that her father has advance directives, and a copy is in the chart. There is no copy in the chart or old chart. She was a little distress because she wants to make sure that she follows her father’s wishes and directions. The sister was asked in a calm manner if she can bring a copy of the advance directives to place in the chart. The third way of reducing stress in crisis situation is anticipatory guidance. The term is used to describe the process or sharing information about a circumstance, concern, or situation before it occurs. Knowing what lies ahead can often prevent the development of a crisis (Hoff & Hallisey, 2009). Give honest communication, but sensitivity to the client’s experience is critical. Do not offer more than what the situation dictates. In this case, the family was asking for the condition and prognosis of the client. The nurse gave her honest opinion and communicated that to the family. The client was critical but stable for now and the nurse is not at liberty to say the prognosis of the client. The family accepted the explanation and understands. To resolve potential communication challenges note changes in expression, body posture, and tone of voice as client communicate to you, summarize content so that you and client arrive at the same place, same time with an understanding of major issues, and give truthful information to build trust with clients in crisis. People experience a crisis as life changing, stressful, and traumatic. It challenges a person’s sense of self and place in the world. “Crisis can be private involving one person, or public involving large numbers of people” (Arnold & Boggs, 2011).

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* References * Arnold, E., & Boggs, K. U. (2011). Interpersonal relationships: Professional communication skills for nurses (6th ed.). St. Louis, MO: Elsevier/Saunders. * Davidson, J. (2009). Family-centered care: meeting the needs of patients' families and helping families to critical illness. Critical Care Nurse, 29(3), 28-34. * Hoff, L. A., Hallisey, B., & Hoff, M. (2009). People in crisis: clinical diversity perspectives (6th ed.). New York, NY: Routledge. *