Long-Term Care Toolkit, Appendix C: Communications

The communications document supports rapid and accurate communication both internally and externally. This section describes the elements of a basic communication plan, which is updated annually and whenever needed due to changes in contact information. Internal notification and partner communications should be conducted according to the emergency operations plan (EOP). Key considerations in evacuations include, but are not limited to:

• Staff: Notification to internal and external staff of potentially unsafe situation(s) at the facility. If evacuation activities are possible, an "evacuation standby" notification should be made as soon as possible, so that units may begin an appropriate assessment of supplies and collecting belongings and records.
  • If an incident occurs that may require activation of the EOP, the person who first recognizes the incident will immediately notify their supervisor or the senior manager on site (see Annex A for Emergency Notification of Administrator/Director).
• Resident families: Notification of families of evacuation destinations.
• Medical providers: Notification to medical providers that their residents are being evacuated and of the destination facility.
  • Pharmacy
  • Durable medical equipment
  • Hospitals
  • Clinics
• Partners: Notify as needed, based on emergency and needs of emergency.
  • Health care coalitions
  • Emergency managers
  • Business partners/parent company
  • Health Regulations Board
  • Ombudsman
  • MDH HRD
• Public safety: Communication links to facilitate coordination with public safety agencies (security and traffic control), EMS and other transport providers (buses, etc.), and fire agencies (lifting assistance).
• Media: Public information reflecting the capabilities and situation of the facility.

Long-term care facility information

Below are some questions to consider when developing communication plans pertaining to sharing LTC facility information. These questions are not exhaustive; instead, they are intended to initiate and facilitate a conversation around necessary aspects of the communication plan.

• How does the facility determine which authorities to notify in the event of an emergency?
• How do the authorities vary in different types of emergency situations?
• How are occupancy levels communicated to local and state authorities during an emergency?
• How are facility needs, including supplies and staffing, communicated to local and state authorities during an emergency?
• How does the facility convey to local and state authorities its ability to help others?
• How might the means of communication differ depending on the emergency or the authorities being notified?
• What redundant means of communication exist for providing this information?

Sharing emergency plan information

Below are some questions to consider when developing a plan pertaining to sharing emergency plan information. These questions are intended to initiate and facilitate a conversation around necessary aspects of the communication plan.

• What information from the emergency plan will be shared with residents and their families/representatives?
• Who will make the decision about the type of information provided?
• What format will be used to provide this information (e.g., fact sheet, brochure, website)?
• Will the information be reviewed with residents and families/representatives?
• When will this information be provided to residents and families?
• How will the facility/agency reissue this information when it is updated?

For internal communications, the facility maintains a contact list of all staff, including telephone numbers and email addresses (if available). This contact information may be used whenever it is necessary to notify staff of a threat or emergency that may impact or involve them. Set a regular schedule to update staff on critical information related to the emergency. Additionally, maintain contact lists for entities providing services under arrangement; residents' physicians; other in-kind facilities; the Office of the Long-Term Care Ombudsman; and current volunteers (see contact Excel documents).

Internal communication equipment can include:

• Overhead paging system
• Handheld radios
• Cell phones with texting and tele-video capability
• Landline phones including voice-over-IP
• Social media and message boards
• Public information officer
• Runner
• Other

It is also important to communicate with external partners to:

• Gather information relevant to the incident
• Share information regarding the facility’s status, activities and needs

The facility will report incidents as required to jurisdictional authorities, e.g., report a fire to the local fire department.

External communication equipment

Primary communication:

• Landlines
• Cell phones with texting

Alternate communication:

• Handheld radios
• Satellite phones
• Internet
• Other

Public information officer (PIO)

The facility should identify a trained staff person to release information to the public during and after a disaster. Unless otherwise specified, it will be the facility’s incident commander (IC).

Providing information regarding facility needs and occupancy

This facility follows the local response protocols when responding to requests for facility status and bed availability. [Insert the name of the web-based or other coordinated information system used in your county, if your facility participates] is the method used by our facility to communicate with the [Insert lead county agency for medical health response]. Through this system, the facility/agency responds to bed polls, reports facility status, and receives or gives other information.

Sharing information on the emergency operations plan with residents and families

In the event of an emergency, family members/representatives of residents will be notified and briefed on the status of the facility and the condition of their loved one as soon as it is feasible. In case of an emergent situation, where time and conditions do not allow communication with residents' families in a timely manner, we may use the Ombudsman, department of public health staff, the American Red Cross “Safe and Well” website, our website, and other methods as available to provide information on status of residents and the facility/agency.

The facility provides information to all residents and family or representatives regarding our emergency operations plan (EOP). This is done routinely as part of our admission orientation and periodically during  residents' time with the facility/agency. The method we use to share this information is [enter description of the format of this information sharing and provide a sample in the appendices, if a written handout].