Best Practices in the Healthcare Industry
Identifying organizational needs and existing gaps in emergency communication are the first steps in establishing a comprehensive emergency notification process
- By Greg Smith
- May 01, 2017
Hospitals and medical centers
face a number of challenges
related to ensuring a safe environment
for patients, staff,
and visitors. Health care facilities
must therefore plan and prepare for
emergencies of all kinds, including bomb
threats, active shooters, hostage situations,
infectious disease epidemics, and inclement
weather or natural disasters.
The U.S. Department of Health and Human
Services recently released a guide for
health care facilities on how to prepare for
an active shooter incident. The report, titled
“Incorporating Active Shooter Incident
Planning into Health Care Facility Emergency
Operations Plans,” explains that having
emergency notification reporting methods
and lockdown procedures in place are important
to ensuring everyone’s safety.
The guide goes on to emphasize the importance
of developing an emergency notification
system that can alert everyone across
facilities when an emergency occurs. According
to the report, “while there is a sense in
the popular culture that a clear warning may
induce panic, research shows that people do
not panic when given clear and informative
warnings. Research also shows that people
want to have accurate information and clear
instructions on how to protect themselves in
the emergency.”
Most organizations acknowledge the
need for an emergency alerting system, but
putting together something comprehensive
can be an overwhelming process as it involves
multiple disciplines within the health
care environment.
“Organizations may have email, they
may have overhead paging, but then you get
to the point of saying ‘how do we begin this
whole process of looking at emergency mass
notification,” says Peter Lester, national account
manager for healthcare at Alertus
Technologies.
Boston University, affiliated with Boston
Medical Center and located in the heart
of Boston, faces a number of unique challenges
that led emergency management personnel
to seek a campus-wide notification
solution. Steve Morash, director of Emergency
Response Planning at Boston University,
explains that the first step in the process
of establishing an emergency mass notification
system was sitting down to determine
the university and medical center’s needs
and priorities.
“We needed to develop a common operational
picture among our two organizations.
Establishing both clear processes and communication
between the two entities would
be essential in establishing a solid emergency
notification plan and solution. Boston Medical
Center receives a lot of urban trauma
cases, which means we need to let people
know what’s going on from a safety perspective,”
said Morash. “This is something we
take very seriously for our nurses, our doctors
and our patients.”
Morash also discusses the pros and cons
of often relied upon on paging systems associated
with call directories. Many hospitals
use call directories to issue emergency notifications
to staff; however, Morash explains
that these directories are not comprehensive
and often exclude individuals such as
patients and visitors. “You’re going to have
people on your campus and in your hospitals
who are not on those call directories, and
how do you let those people know what’s going
on,” he said.
To solve these challenges, Boston University
and Boston Medical Center turned
to Alertus Technologies for a comprehensive
unified facility notification system that
would allow them to instantaneously issue a
facility-wide emergency notification.
“The Alertus solution allows us to connect
multiple command centers so that if
someone issues an alert for an emergency,
either at the university or the medical center,
the message can be set to go to all or select
individuals so that everyone is informed of
the situation,” said Morash. “Among most
organizations that common operational picture
becomes very important.”
Boston University is also in the process
of building the National Emerging Infectious
Diseases Laboratories (NEIDL),
which is dedicated to the development of
diagnostics, vaccines and treatments to
combat emerging and reemerging infectious
diseases. These high-containment areas and
buildings also require special emergency notification
solutions.
“In our high-containment labs, we have
no real way of notifying our workers in those
labs of what may be happening at the university,”
said Morash.
The medical center has since installed 30
wall-mounted Alert Beacon’s in the NEIDL.
These devices sound, flash and display a message
when an emergency notification is dispatched,
which has established better communication
and coordination between the
university and the medical center.
Carolinas HealthCare System, a network
of hospitals located throughout North and South Carolina, is another example of a medical institution that
found an innovative way to establish an effective, automated Code
Red emergency mass notification system. Upon initial review, Carolinas
HealthCare System found that its system was complex and
consisted of a manually intensive process. “When we analyzed it,
the time it took from alarm to overhead page and email notification
was too long, and the message was not consistent and concise,” said
Bret Martin, director of Fire, Life Safety, and Utilities at Carolinas
HealthCare System. Many medical centers follow “defend-in-place”
procedures, which means patients aren’t immediately evacuated in the
event of a fire alarm, and trained staff is directed to respond as soon
as possible to the alarm origination. So, concise, timely notification is
a very important factor in an emergency situation.
In an effort to elicit a quicker response, Carolinas HealthCare
System partnered with Alertus to create a solution that would monitor
the fire alarm panel, receive fire alarm events, and activate an immediate
emergency alert.
“The system had to have the capability to read a truncated message
from the fire alarm panel, convert it to an intelligible plain text
language, and distribute it through all the multi-modality means of
communication that we currently used—one of which was digital,
in-house paging,” said Martin. This would allow for immediate,
comprehensive emergency notification to all emergency response individuals
through multiple alerting devices including smart devices,
text messaging, email, pagers, and computer pop-up screens.
Text-to-speech was another component that Carolinas HealthCare
System needed to make its emergency communications more effective.
“We wanted the Alertus system to use existing overhead paging
systems in each of the facilities so that it would broadcast the
Code Red message in accordance with the criteria established by
our authorities having jurisdiction,” said Martin. “All of these components
were critical to making sure that the system increased the
reliability, responsiveness and accuracy over what we had with a
manual process.”
Identifying organizational needs and existing gaps in emergency
communication are the first steps in establishing
a comprehensive emergency notification process.
From there, building a system with components
that meet those needs will help organizations develop
a more secure and methodical process for
notifying everyone in an emergency.
This article originally appeared in the May 2017 issue of Security Today.