[This Event Has Been Postponed. Send us an email to find out when these sessions have been rescheduled and to pre-register.]
Join us for two complimentary webinars on Tuesday, March 23, 2010 (details below)
To reduce risk of business interruption; to protect your people and your brand.
Preparedness is the key.
“Uncertainty in illness” is a universal source of anxiety across cultures and ages. Public health emergencies, such as pandemics, disease outbreaks, and other complex scenarios can increase fear, distrust, somatic reactions, and other behaviors in ways that can impact service delivery and clinic operations. Such behavioral reactions can occur in both consumers and staff requiring awareness and preparedness to minimize business disruptions and to ensure everyone’s safety. As a retail convenient care clinic, have you considered these issues and risks?
The current H1N1 pandemic has served to demonstrate some of these behavioral changes. The same emotional and behavioral reactions that may complicate or disrupt health care service delivery at community hospitals and public flu or vaccination centers are also likely in a retail health care delivery environment. A surge in the number of “worried well,” competition for what may be perceived to be a limited number of vaccines or medications, as well as anger and fear, can quickly change the disposition of a single customer, as well as a group, crowd or mob. As a retail convenient care clinic, what are you doing now to be prepared?
Given the unpredictable nature of the flu, the constantly changing news about the availability of the vaccine, the recent recall of the pediatric vaccine, concerns about whether the virus will mutate, and the media influence, it makes good sense to prepare your staff to handle the behavioral and emotional challenges. These challenges can create risks through disruption of operations, legal claims, and customer service, as well as damage to your brand. As a retail convenient care clinic, is your staff prepared to manage the behavioral implications?
Novel health threats come with a host of behavioral challenges. Predicting and preparing for how these challenges will impact care and clinic operations are important action steps in readying organizations for public health emergencies that may affect your community. As a retail convenient care clinic, have you taken the necessary action steps to be prepared?
Action Steps
In preparing for the behavioral challenges associated with public health emergences, it is important that clinics, and others in the flu vaccine distribution chain, base and build their operational plans with accurate behavioral assumptions.
- Leaders and decision‐makers should be aware of behavioral risks associated with fear, anxiety, and anger that arise at clinics and pharmacies. It is important to revisit safety, security, and violence prevention plans and policies within the organization and with key stakeholders.
- Clinic managers should anticipate potential adverse individual and crowd reactions and formulate plans to effectively manage such risks.
- Frontline clinicians and practitioners can benefit from awareness of those behaviors that can complicate diagnosis and treatment, as well as skill development in verbal de‐escalation, hostility and rage management (HARM) and Psychological First Aid (PFA), to assist a distressed or disturbed customer.
As a CCA member, join us for two complementary webinars presented by XBRM’s Managing Director, Steve Crimando. A behavioral-focused public health emergency strategy is essential to the Convenient Care Industry, as well as all types of health care organizations. These two informative sessions will help you minimize business disruptions and safely address the emotional and behavioral challenges associated with pandemics, as well as common and complex recurring health crises.
- The Executive Overview: Behavioral Psychology in Pandemics is geared to the decision-makers and management of the organization, discussing essential elements for a successful flu and pandemic emergency response strategy.
When: Tuesday, March 23, 2010 | 2:00PM (EST)
- To pre-register for this event, please send us an email-
- The Practical Overview: Behavioral Psychology in Pandemics is intended for the frontline clinicians, practitioners and management of the retail convenient care clinic organization, and will help you learn to recognize, avoid and defuse anxiety, fear and anger.
When: Tuesday, March 23, 2010 | 2:45PM (EST)
-To pre-register for this event, please send us an email-
While both sessions speak to the necessity of developing the awareness and the skills, essential to any health care organization’s successful flu response strategy, needed to recognize, avoid and defuse anxiety, fear, anger and violence, the focus of each will be tailored to address the particular interests of executives and practitioners.
A behavioral-focused public health emergency strategy is essential to the Convenient Care Industry, as well as all types of health care organizations, so sign up today for these CCA-sponsored complementary webinars.
About the presenter
Steven Crimando is an expert who provides high-level support to organizations including the New York City Department of Health & Mental Hygiene, U.S. Public Health Service, Guardian Life Insurance/HMO, Federal Bureau of Investigation (FBI), Federal Emergency Management Agency (FEMA), U.S. Department of Homeland Security, and the United Nations. XBRM is a crisis management and preparedness consulting practice specializing in the human factor in disaster and emergency preparedness, and is a CCA member organization. XBRM’s scope of practice includes responding to economic and financial turmoil, disasters and terrorism, workplace violence and other crisis situations. XBRM helps prepare an organization’s decision-makers, employees, and first responders by providing education, training, resources, and software products to accurately address emotional and behavioral responses across all phases of emergency management.
