covid-19 communications plan | metro north hhs · 2 | page table of contents ... metro north...

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COVID-19 Communications Plan

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Table of Contents

Table of Contents ................................................................................................................................ 2

1 Overview ................................................................................................................................ 3

2 Objectives .............................................................................................................................. 3

3 Stakeholders .......................................................................................................................... 3

4 Target audiences ................................................................................................................... 4

5 Key communication tools ....................................................................................................... 6

6 Key messages ....................................................................................................................... 7

7 Communication action plan .................................................................................................. 12

10 Communication challenges and risks ................................................................................... 18

11 Supporting documents ......................................................................................................... 19

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COVID-19 Communication plan

Developed by: Metro North Communications

Date: March 2020

1 Overview Metro North Hospital and Health Service (MNHHS) is currently preparing for a potential increase of COVID-19 related presentations and admissions across the hospital and health service. This is likely to coincide with seasonal influenza. As such, a top-line communication plan has been developed in preparation for tier one, two and three scenarios. This communication plan will be continually reviewed and adjusted as the situation continues to develop.

2 Objectives

• Establish Metro North as a central source of truth on all issues related to COVID-19, both internally and externally;

• Instil confidence amongst our inpatients, outpatients and visitors at Metro North facilities in relation to COVID-19 through informative, regular and supportive communication;

• Ensure staff and contractors across Metro North are educated, informed and supported in their roles in relation to COVID-19, across the changing nature of the situation;

• Facilitate strong stakeholder relationships to ensure aligned, accurate communication and engagement to support a broader COVID-19 response to ensure the general public is well-informed.

3 Stakeholders • Communications and Partnership working party

o Head – ED Operations – Jackie Hanson o Strategy and Planning contact – Zarina Khan o MN Communications – Matthew Stevenson o MN Communications – Christine Atkinson o MN HIC – Elizabeth Rushbrook o Emergency response team – MN EMBC o ED Planning and Strategy – Colleen Jen o ED COHD – Tami Photinos

• Metro North Board

• SHECC

• HEOC

• SET and OLT

• Chief Health Officer/Department of Health

• Strategic Communications Branch

• Brisbane North PHN

• Consumers

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4 Target audiences

ANTICIPATED COMMUNICATIONS MESSAGE BY AUDIENCE

TIER ONE

TIER TWO

TIER THREE

INTERNAL STAKEHOLDERS

Clinical staff including medical, nursing and allied health

• Adequate PPE and hand hygiene reminders

• Staff updates re: patient/s affected and HHS response

• Staff updates re: revised processes and procedures in line with changing needs e.g. treatment


• Staff updates re: working conditions/changed processes/Changed working locations (if required) and HHS response

• Communication of additional safety measures

Internal MNHHS staff across all facilities inclusive of RBWH, TPCH, Cab/Kilcoy Hospital, Redcliffe Hospital and Community & Oral Health as well as contractors, which may include cleaning and waste disposal teams, volunteers, hospital suppliers, construction workers and staff working on-site for other reasons;

External Patients and visitors to the hospital, inclusive of inpatients and outpatients returning for appointments

External Broader stakeholders across the health network as communicated to by the Brisbane North PHN, as well as schools and day care facilities as communicated to by the Department of Education and Department of Communities. This group includes but is not limited to: Queensland Police Service, Local Councils, Health Alliance, Brisbane North PHN, GPs, Community Pharmacies, Aged Care, Red Cross, Australian Defence Force (Enoggera), Queensland Ambulance Service, Private Hospitals and NGO services.

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Administration staff in clinical areas or public-facing staff



• Staff updates re: revised processes and procedures in line with changing needs




Administration staff in corporate areas (back of house)



• Staff updates re: revised processes applicable to some – working from home


• Staff updates re: working conditions/changed processes and HHS response

• Communication of additional safety measures for those continuing at work

Operational staff • Adequate PPE and hand hygiene reminders


• Staff updates re: revised processes and procedures in line with changing needs




Volunteers • Adequate PPE and hand hygiene reminders

• Information for visitors and public

• HHS response

• Changes to process or conditions

• Information for visitors and public

• HHS response



EXTERNAL STAKEHOLDERS

Patients and visitors

• Communication re: visitation to facilities – outpatient services proceeding/relocation of services

• Fever clinic locations • Communication re:

safety and security in attending facilities

• Communication re: presentations with suspected COVID-19

• Communication re: any changes to appointments (e.g. outpatients)

• Fever clinic locations • Communication re:

presentations with suspected COVID-19

• Relocated or postponed services

• Communication re: any changes to appointments (e.g. outpatients)

• Communication re: visitation of patients

• Communication re: presentations with suspected COVID-19

• Relocated or postponed services

Broader health stakeholders

• Communication re: current approach to outpatient services (e.g. continuing)

• Fever clinic locations • Advice re: process for

suspected COVID-19 • HHS response

• Communication re: current approach to outpatient services (e.g. rescheduling/on hold/continuing)


suspected COVID-19 and updated community information

• HHS response

• Communication re: current approach to outpatient services (e.g. rescheduling/on hold/continuing)


suspected COVID-19 and updated community information

• HHS response

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5 Key communication tools COMMUNICATION CHANNELS BY STAKEHOLDER

TIER 1 TIER 2 TIER 3

INTERNAL STAKEHOLDERS Clinical staff including contractors

• Direct comms via staff forums and line manager discussions

• Intranet • Staff email • Posters

• Direct comms via staff forums and line manager discussions (for staff at work)

• Intranet • Staff email • All-staff text message re:

advising late/last minute changes




Operational staff including contractors

• Direct comms via line manager discussions

• Posters • Letters (delivered in

person)

• Direct comms via line manager discussions/key stakeholders


person) Text message

• Direct comms via line manager discussions/key stakeholders


person) • Text message

Clerical staff including contractors

• Direct comms via staff forums and line manager discussions

• Intranet • Staff email • Posters







EXTERNAL STAKEHOLDERS Patients and visitors

• Direct comms to patients re: appointment rescheduling – phone calls and/or email and/or text message

• Posters • Internet page • Social media

• Direct comms to patients re: appointment rescheduling – phone calls and/or email and/or text message

• Phone hotline/dedicated number

• Posters • Internet page • Social media • Traditional media via QH

• Direct comms to patients re: phone calls and/or email and/or text message

• Phone hotline/dedicated number

• Posters • Internet page • Social media • Traditional media via QH

Broader health stakeholders

• Direct comms via organisational contact and/or relevant group (PHN/Department of Communities/ Department of Education)

• Email • Internet page

• Direct comms via organisational contact and/or relevant group (PHN/Department of Communities/Department of Education etc.)

• Email • Internet page • Traditional media via QH

• Direct comms via organisational contact and/or relevant group (PHN/Department of Communities/Department of Education etc.)

• Email • Internet page • Traditional media via QH

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6 Key messages Additional key messaging to be developed, noting, these messages are constantly evolving. A top-line summary of current key messaging is below:

AUDIENCE AIM KEY MESSAGES

TIER ONE

Staff – clinical Current advice, personal safety, preparedness

• Staff safety and wellbeing remains of utmost priority for Metro North

• Metro North is equipped and ready to take on increased presentations and/or admissions of those with COVID-19

• Keeping you informed is important - up to date clinical guidelines, infection control guidelines, PPE requirements and additional resources can be found here: https://qheps.health.qld.gov.au/metronorth/coronavirus

• Metro North is committed to supporting staff in their role with processes continually reviewed and resources updated to assist in this process.

Staff - operational Personal safety, preparedness



• Keeping you informed is important - up to date infection control guidelines, PPE information and additional resources can be found here: https://qheps.health.qld.gov.au/metronorth/coronavirus


Staff – clinical area admin

Personal safety, preparedness



• Keeping you informed is important - up to date infection control guidelines, PPE information and additional resources can be found here: https://qheps.health.qld.gov.au/metronorth/coronavirus


Staff – corporate area admin

Personal safety, preparedness



• Keeping you informed is important - up to date COVID-19 fact sheets and additional resources can be found here: https://qheps.health.qld.gov.au/metronorth/coronavirus


Volunteers Personal safety, preparedness

• Staff, volunteer and public safety and wellbeing remains of utmost priority for Metro North


• Keeping you informed is important – we will work with you to ensure processes are reviewed in line with your role, ensuring your safety

• Up to date information for the public, and your use, can be found here: https://www.health.qld.gov.au/clinical-practice/guidelines-procedures/diseases-infection/diseases/coronavirus

•

https://www.health.qld.gov.au/clinical-practice/guidelinesprocedures/novel-coronavirus-qld-clinicians

https://www.health.qld.gov.au/clinical-practice/guidelines-procedures/diseases-infection/diseases/coronavirus

https://qheps.health.qld.gov.au/metronorth/coronavirus




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General public (including Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse people and people with low literacy)

Instilling confidence/ system response

• Public safety and wellbeing remain of utmost priority for Metro North

• Metro North is equipped and ready to take on increased presentations and/or admissions of those with COVID-19, while ensuring safety and security amongst other inpatients, outpatients and visitors

• Metro North is prepared to scale up facilities as needed, to ensure increased capacity in its hospitals for those who need care

• COVID-19 is not the first health emergency we have dealt with, with Metro North demonstrating experience and effectiveness operating in these types of environments previously.

Staff - all Awareness and reassurance

• Metro North is committed to staff health and wellbeing and your safety is our top priority

• Your commitment to helping Metro North prepare for COVID-19 is appreciated and valued

• Metro North is well-prepared to keep staff, as well as our patients and visitors safe and we will ensure our procedures are continually reviewed and adjusted as needed

• One of our main priorities is ensuring we have capacity in our emergency departments and our intensive care units. We are currently sourcing additional medicines and equipment and will redirect staff if required

• We recognise that being part of the response to COVID-19 could be stressful. We encourage you to seek support through Benestar (1300 360 364) or your manager should you need it, as well as staying up to date with the latest information via our Intranet page.

• Planning is in place to ensure we can continue to deliver services at this time of heightened activity, and we will continue to keep you posted on this.

Staff – clinical (frontline)

How frontline healthcare workers can prepare

• Frontline healthcare workers should be prepared to test or treat patients with a suspected or confirmed diagnosis of COVID-19

• Our role at Metro North is to ensure our frontline healthcare workers feel prepared and supported in their roles during this time

• Details on clinically recommended PPE, infection control guidelines and other vital information to support frontline healthcare workers is available at https://www.health.qld.gov.au/clinical-practice/guidelinesprocedures/novel-coronavirus-qld-clinicians

General public (including Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse people and people with low literacy)

Information the about coronavirus outbreak

• Metro North, in conjunction with Queensland Health, is constantly gathering all the facts about COVID-19. As this is a new virus and we are continually updating information and advising the public as this changes.

• One of the best ways to stay up to date is via the Queensland Health website

• Novel coronavirus (COVID-19) is a respiratory illness, which means it affects the parts of your body you use to breathe: your nose, throat and lungs. If you’re sick with novel coronavirus (COVID-19), your symptoms might include: • Fever • Cough • Sore throat • Fatigue • Shortness of breath.

• Everyone’s body is different, and people will have slightly different symptoms when they have same virus – as well as varying degrees of illness.

General public (including Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse people and people

Actions to protect yourself and the community

• We all have a role to play in preventing the spread of COVID-19 • If you have travelled overseas or have been in contact with a

recent confirmed or suspected case of COVID-19, you must self-quarantine and may also be required to present for testing should you have symptoms



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with low literacy)

• For those unaffected, the best way to prevent the spread of COVID-19 is to ensure proper hand washing and cough and sneeze etiquette

• Stay informed and up to date, with tips and tricks to keep you healthy available at the Queensland Health website: https://www.health.qld.gov.au/clinical-practice/guidelines-procedures/diseases-infection/diseases/coronavirus

High risk groups (travelers)

Additional considerations

• The people most at risk of having COVID-19 are those who have been travelling in the past 14 days, where they might have come into contact with someone with the virus, or people who know they’ve come into contact with a person who has COVID-19

• People who have travelled or have been in contact with a case, may be required to self-quarantine for a period of time. If you have been travelling, you will receive advice upon re-entering Australia

• As the Australian borders are controlled by the Federal Government, the most up-to-date advice for travellers and requirement for self-quarantine is available on the Commonwealth Department of Health website

• If you have been travelling and feel unwell please contact 13 HEALTH or your doctor

• To protect workers at healthcare facilities and other patients, if you suspect you may have been exposed to COVID-19 please call ahead of any appointments so staff can prepare for your visit

• If you’re sick with symptoms of COVID-19 and you have a facemask, you should wear this when you go to medical appointments. This is to protect others from contracting COVID-19 from you.

TIER 2

Patients/ stakeholders/ general public

Instilling confidence/system response

• Queensland has an increasing number of people with COVID-19. • To ensure we have capacity for more people needing urgent care,

and more space for isolation areas within hospitals, we have postponed non-urgent surgeries for the interim. Once the influx of COVID-19 cases lessens these surgeries will be rescheduled.

• Metro North is working through this with those involved to ensure the highest level of patient care across our facilities

• Frontline healthcare workers may be redirected from their regular duties to the COVID-19 response

• We are being stringent in ensuring every possible step is taken to prevent the transmission of COVID-19 within our hospitals

• Clinicians involved in testing or treating patients with a suspected or confirmed diagnosis of COVID-19 must wear the clinically recommended personal protective equipment (PPE)

• Staff, leave and shift management strategies may be implemented for frontline healthcare workers required to wear PPE for extended periods

General public Information about coronavirus outbreak

• TBC as changes occur

General public Actions to protect yourself and the community

• To minimise the spread of COVID-19, you need to be prepared for quarantine and social distancing measures during a viral pandemic. These measures may include closures/temporary cessation of:

• schools, childcare centres, universities and TAFEs • public transport • workplaces • sporting and recreational facilities such as pools • shops and other public places • community events



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• Proper hand washing and cough and sneeze etiquette should be maintained during this period

High risk groups (including older Queenslanders, immunocompromised people, people living in areas with a significant outbreak and any other groups as required)


• Social distancing is a good way to minimise the spread. If you think you are at a higher risk of contracting COVID-19, you can consider avoiding large gatherings of people.

• Due to the large number of locally transmitted cases of Coronavirus in X, we are advising everyone in this area to practice social distancing.

Staff - all Personal safety, HHS response

• Staff safety and wellbeing continues be a priority across Metro North – as such, there may be changes to your role, working arrangements or the personal safety steps you are required to undertake.

• Your manager will discuss any changes with you on a case by case basis, with information continually updated here: https://qheps.health.qld.gov.au/metronorth/coronavirus

• We remain equipped and ready to take on increased presentations and/or admissions of those with COVID-19


Frontline healthcare workers How to prepare • Frontline healthcare workers must be familiar with testing or

treating patients with a suspected or confirmed diagnosis of COVID-19.

• Your manager will discuss changes with you directly. Updated COVID-19 information is also continually updated here: https://qheps.health.qld.gov.au/metronorth/coronavirus

TIER 3

General public Instilling confidence/ system response

• Queensland continues to see an increasing number of people with COVID-19

• To ensure we have capacity for more people needing urgent care, and more space for isolation areas within hospitals, we will continue to contact those with non-urgent requirements to reschedule or postpone these appointments

• Metro North is committed to the highest level of patient care across our facilities, with staff trained and ready to handle COVID-19 presentations at our hospitals

• We are being stringent in ensuring every possible step is taken to prevent the transmission of COVID-19 within our hospitals

General public Information the about coronavirus outbreak/actions to protect yourself

• As COVID-19 continues to spread, social distancing and avoidance of large group events and gatherings should be avoided

• Those with symptoms should continue to self-quarantine and/or seek medical advice from 13 HEALTH

• The Queensland Health/Metro North website remains the most up to date source of information on COVID-19

High risk groups (including older Queenslanders, immunocompromised people, people living in areas with a significant outbreak and any other groups


• Social distancing is a good way to minimise the spread. If you are at a higher risk of contracting COVID-19, avoid large gatherings of people.

• Additional messages to be agreed - TBC



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as required)

Staff - all Personal safety/HHS response

• Staff safety and wellbeing continues be a priority across Metro North – many staff are working remotely while our frontline staff may have taken on changes in their role, due to increasing COVID-19 presentations

• Staff may still experience changes to their role due to increasing presentations – your manager will discuss these with you

• We want to keep you informed, with information continually updated here: https://qheps.health.qld.gov.au/metronorth/coronavirus

• We remain confident in our approach to dealing with COVID-19 and are grateful for the commitment our staff have made during this time


• Should you need support, it is available via Benestar and we encourage you to reach out during what is recognised as a challenging time for our staff.

• Know that your commitment and contribution is appreciated. Staff – frontline (clinical/operational) Personal

safety/HHS response

• Frontline healthcare workers must be familiar with testing or treating patients with a suspected or confirmed diagnosis of COVID-19

• Our COVID-19 management plans are being reviewed and updated – your manager will discuss these with you and keep you informed

• Details on clinically recommended PPE, infection control guidelines and other vital information to support frontline healthcare workers is available online

• Should you need support, it is available via Benestar and we encourage you to reach our during what is recognised as a challenging time for our staff

• Know that your commitment and contribution is appreciated


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7 Communication action plan Agreed spokespeople:

• Dr Liz Rushbrook, Health Incident Controller and Executive Director Medical Services

• Alanna Geary, Health Incident Controller and Executive Director Nursing and Midwifery Services

• Shaun Drummond, Chief Executive

• Jackie Hanson, Executive Director Operations

• Directorate executive directors as delegated by HIC or ED Ops

Rostered MN Communications staff member will work directly with the Health Incident Controller for approvals as required.

Consumer review required for public and patient focused material.

Aim Communication Tool/ Activity

Audience Spokesperson Responsible When Approver STATUS Go Live/Notes

PREPARATION PHASE AND TIER 1

Inform staff Messages from HIC MN staff Liz Rushbrook Communications Daily HIC Ongoing

Inform staff Intranet page with resources

MN staff Liz Rushbrook Communications Established 1 Feb

HIC Updated regularly

Inform patients

ED discharge fact sheets

Patients N/A Communications, IMS

1 Feb HIC Completed

Inform patients

Posters in two languages

Patients N/A Communications 30 Jan CHO Completed

Inform staff Promote intranet via e-bulletin

Staff N/A Communications 30 Jan HIC Completed

Inform patients

Script for switchboard

Patients Switch operators Communications 1 Feb HIC Completed Updated March 3

Inform staff about leave

Factsheet on HR guidance

Staff N/A Communications, HR

3 Feb ED HR Completed 3 Feb 2020

Inform staff Staff forums Staff Liz Rushbrook, James Smith

Communications, Public health

February HIC Completed

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Support airport screening

Staff factsheet Health staff at airport

N/A Communications 7 Feb HIC Completed

Inform staff ED triage flowchart ED staff N/A Communications, clinical advisor

February HIC Completed Updated as criteria change

Inform staff Appropriate use of PPE factsheet

Clinical staff N/A Communications, clinical advisor, IMS

February HIC Completed Has been updated multiple times

Inform staff PPE donning and doffing factsheet

Clinical staff N/A Communications, clinical advisor, IMS

February HIC Completed

Hand hygiene information

WHO handwashing posters on intranet

Staff, patients, visitors

N/A Communications 16 Feb HIC Completed


Factsheets Incoming travellers

Liz Rushbrook Communications As needed HIC Completed


Traveller form (translated)

Incoming travellers

Liz Rushbrook Communications As needed HIC Completed

Infection control

Contact logs for staff and visitors

Staff and visitors

N/A Communications 4 March HIC Completed

Infection control

Memo, factsheet and flyer on pathology testing criteria

Clinical staff Liz Rushbrook Communications 9 March HIC Completed

Infection control

PPE appropriate use video

Clinical staff Infection control Communications, Infection Control

16 March HIC Completed

Establish a source of truth

Communication plan Staff, patients, community health providers, partners, community

N/A Communications March ED Operations Completed – to be updated as situation changes

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Inform partners

Establish weekly email from EDOps to partners

Private hospitals, RACFs, GPs, ADF, Red Cross, QAS, PHN, pharmacies, local and district disaster management groups, unions, local government, NGOs

Jackie Hanson Communications Weekly from 9 March

EDOps Completed Emails being sent to partners every Friday.

Inform partners

PHN update PHN members N/A Communications 16 March HIC Completed

Inform managers

Manager information pack – factsheets, posters, HR guidance, key messages

Line managers and staff

N/A Communications and HR

March ED HR Completed

Inform staff of HR changes

Factsheets re changes to duties, leave changes

Line managers and staff

ED HR Communications and HR

March ED HR Completed

Inform volunteers

Volunteer information pack – factsheets, key messages for patients/ visitors

Volunteers, patients, visitors

N/A Communications March HIC Completed

Information for residents & families

Residential care letters & factsheets

Residents at Brighton, Halwyn, Cooinda

Tami Photinos/ Liz Rushbrook

Communications & COHD

March HIC Completed

Inform patients

Virtual ward information sheet

Patients N/A Communications March HIC Completed

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Inform staff of risk

Factsheet for staff and families about risk

Staff and families


Community information

Hand hygiene factsheet for community pharmacies

General community

N/A Communications March HIC Not currently required

Not required


Posters for GPs – general information, where to go, testing etc

General community

N/A Communications March HIC Not currently required

Not required – HHS communicates locations with GPs via partner update and PHN


Factsheets for aged care residents, staff and families

Aged care residents, staff and families


Patient information

Website – factsheets, changes to services, fever clinic locations etc

Patients, community

N/A Communications, Clinical Advisor

March HIC Completed

Staff information

Website – what to do if you can’t come to work/ are unwell

Staff N/A Communications, Clinical Advisor, HR

March HIC Completed

GP information

Website – fever clinics, testing/admission criteria, changes to services etc

GPs N/A Communications, Clinical Advisor

March HIC Completed

Outpatient information

Letters, SMSs, phone scripts for staff re changes to services

Patients Hospital Eds Communications March HIC Completed

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Inform community & patients

Script & on hold messaging for switchboard

Patients and community


Operational staff information

Factsheets about cleaning, linen, food services, waste management, PPE

Operational staff


Inform CALD and ATSI patients and communities

Translated/ simplified posters, factsheets

Patients from CALD and ATSI communities

N/A Communications, A&TSILT, Cultural Coordinator

March HIC Completed

Inpatient information

Factsheet to be delivered with menu on safety in hospital

Patients N/A Communications, food services?

March HIC Not currently required

At risk / time sensitive patients

Factsheets about personal safety, changes to services, reassurance of continuity of care

Patients N/A Communications March HIC Completed

Inform contractors / agency staff

Factsheets, letters to inform non-permanent staff about personal safety, changes to duties etc

Agency nurses, VMOs, contractors

N/A Communications, HR, EDNMS

March HIC Not currently required

Inform community

Social media, advertising and signage about community testing centres

General public N/A Communications March/ April HIC Completed

TIER 2 (TBC IF NEEDED)

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Inform staff Posters, website, signage, letters, factsheets re change of services, change of duties, PPE, personal risk etc

Staff N/A Communications March HIC Completed

Inform staff Information about what to do if schools close

Staff N/A Communications, HR

TBC HIC Completed – forms part of workforce FAQs

Inform community

Social media, advertising, media & website re changes to services, location of fever clinics etc

General community

N/A Communications Ongoing Communications/HIC Ongoing

Inform patients

Letters, SMS, posters, media, social media, advertising, website re changes to services, cancelled surgeries etc

Patients Communications March/April HIC Completed Letters and scripts developed for cancellation and resumption of services

Inform patients

Posters for ward closures or restrictions

Patients & visitors

N/A Communications TBC HIC Completed

Inform GPs and partners

Posters, letters, media, social media, website, advertising etc re changes to services, location of clinics

GPs, community healthcare, partner organisations, aged care, pharmacy, local and district disaster management groups

ED Operations Communications weekly HIC Ongoing Weekly partner update via email, PHN updates and social media and website

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Residents Letters to residents and families about changes to services, quarantine, PPE, hygiene etc.

Aged care and disability care residents

ED COH Communications March HIC Completed

Inform Staff Vidcasts MN Staff Shaun Drummond, Jackie Hanson and various Metro north Executives

Communications Ongoing from March 2020

Shaun Drummond Ongoing Daily for 4 weeks and weekly ongoing

Inform political stakeholders

MP Briefing Federal and State MPs, Mayors

N/A Communications Weekly from March 2020

HIC Ongoing

Inform Staff COVID newsletter MN staff CE Communications Weekly from mid March 2020

HIC Ongoing

TIER 3 (TBC IF NEEDED)

TBC

10 Communication challenges and risks

Risk Likelihood Impact Mitigation strategy

Communication overload

can be a major challenge

during an emergency

response.

High High During a pandemic it is important to coordinate communications

and be mindful of volume. Ensure key messages are aligned

with lead agency messages (Queensland Health and

Department of Health (Commonwealth)). Email fatigue is an

issue every organisation faces and it is best practice to utilise

existing communications channels to ensure staff do not start to

unsubscribe from all-staff emails or disengage from

organisational content.

Conflicting information

from different

departments and hospital

and health services,

rumours online and

within health service.

High High Streamline messages from the state level to HHS level will help

to minimise conflicting information and advice. During health

emergencies, it can be difficult to determine what information is

most recent or how new guidance is different from previous

versions, therefore in an emergency response, directing staff

and stakeholders to the one website or intranet page

established and maintained daily by the lead agency,

Queensland Health, ensures information is up-to-date and

manageable. This also helps to build trust and dispel rumours.

There is strong confidence in our healthcare services with

doctors and nurses considered very trust worthy sources of

information. To ensure confidence remains high, people must

be able to easily find and understand, consistent and

coordinated information and advice. This applies equally to the

communication with frontline staff and clinicians. They not only

need to know the most up-to-date information to inform their

practice, they are essentially the face of the health system.

Scepticism over whether

we are prepared as a

health service.

Moderate High There are varying levels of understanding about coronavirus in

the community, and varying levels of concern. Misinformation is

also creating challenges. The balance of messages is required

to ensure the community are well informed throughout the

outbreak, without creating undue panic or stress. As such,

information will be communicated to staff from SHECC/ HEOC/

IMT and Queensland Health. Local teams on the ground will be

provided key messages in local meetings in case asked by

other staff. This helps to dispel any myths or rumours.

Concern over safety. A

pandemic may require

minimally disruptive

actions (e.g. increasing

hand washing), but other

behaviours may be

difficult or evoke strong

emotions, raise concerns

or fuel controversy (e.g.

quarantines and school

and public facility

closures).

High High All public health communications to be managed by Queensland

Health as determined by the Chief Health Officer as the single

source of truth. Any additional spokespeople required will be as

agreed by MNHHS.

Staff perception that

there is not enough

protective equipment

(PPE) and they are not

safe at work

High High Ensure there are enough stocks of PPE required, and to

reiterate this in staff communications as well as reassuring staff.

11 Supporting documents Available as appendices:

• Stakeholder communication list – internal and external (being developed)

• MNHHS COVID-19 team contact list (Communication team and HEOC staff)

• Communications channel database – logins for easy reference

• HHS comms teams and department contact list

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