A strategy for real time improvement (RTI) in communication during the H1N1 emergency response

Abstract

Objective. To develop and implement a strategy that would enable the Emergency Operations Centre (EOC) to assess the effectiveness of communication strategies and guide real time improvements within the life cycle of the emergency. Design, setting and participants. An anonymous internet-based questionnaire featuring multiple choice and open text questions was administered to stakeholders of the EOC of a regional tertiary hospital. Main outcome measures. The outcomes were perceptions of sufficiency and relative usefulness of various sources of information on Pandemic (H1N1) 2009, including differences between local, state-wide and authoritative worldwide information sources. Results. A total of 328 responses were received over two rounds of questionnaires. Email communication from the Health Incident Controller (HIC) was the most useful source of information (74% found it very useful, compared with authoritative international websites at 21% (Centers of Disease Control) and 29% (World Health Organization)). A total of 94% felt this strategy contributed to improvements. Free text responses also helped the EOC and HIC to tailor communication methods, style, content and tone during the response. Conclusions. Real time improvement is a useful strategy for implementing change to practice during the life cycle of the current emergency and has broader applicability than Pandemic (H1N1) 2009. Local stakeholders demand local content for their information feed and messages from a trusted local leader are the most superior forms of communication. What is known about the topic? Communication is crucial in the successful response to an emergency situation, with a link to the quality of the response. What does this paper add? The use of online surveys, in particular the ability to make improvements immediately during the collection of responses, has not been previously reported in the literature. The key component of this is the ability to implement improvements during the life cycle of the current, rather than the next emergency. What are the implications for practitioners? Those managing an emergency response, whether in relation to Pandemic (H1N1) 2009, or indeed any other emergency or disaster, should consider internet-based questionnaires as a method for obtaining rapid feedback and making real time improvements to their communication tone, style and methods.