Resource for Internal Staff Communications during COVID-19

By The SHSMD Team posted 04-14-2020 11:10 AM

Revere Health is a network of clinics located in Utah that provide primary and specialty care. They do not offer inpatient services. Lexi McCausland, the communications manager for Revere Health, took the time for an interview with SHSMD to discuss the resources she and her team of three have created to support internal communications during COVID-19.

Lexi and Revere Health kindly agreed to share their resources with the SHSMD community. 

Revere Health created a SharePoint site with resources such as:

The workflow is one of the most downloaded resources. To supplement it, Revere Health also has a channel on Microsoft Teams for people at the screening points to coordinate and ask one another questions. Staff members can also use Teams to reach out to a patient’s provider when they present to the screening desk with symptoms.

McCausland also created a white paper on engaging the deskless workforce. She recognized that worldwide, people who sit at a desk all day for their work are a minority and wanted to ensure that at Revere, internal communications were aligned to deskless workers’ needs as well. Though she developed it before COVID-19, it has been especially valuable for the COVID-19 response. 

Asked what she’s proudest of or most moved by during the crisis, McCausland described the way that her team came together for mutual support. For example, one team member left an encouraging note for another, some bring in individually wrapped treats for the team. 

Other Internal Communications Resources

Learn how Tanner Health System launched #TannerHeroes and #TannerUnited to build camaraderie and show support to its health care teams, as part of the AHA’s “Stories from the Front Lines” campaign.

Recognizing staff is an important part of internal communications and several hospitals and health systems have shared their approach during COVID-19.

The Public Relations Society of America (PRSA) provides tips on internal communications.

PR News Online reminds communication professionals that internal communications can make or break an organization’s reputation during a crisis.

Managers are essential for internal communications to be effective. A 2018 SHSMD Connections conference session described how to improve communication with and by managers.

The International Association of Business Communicators describes the importance of creating a “third culture” for virtual collaboration when large numbers are working from home.

If your hospital or health system has a COVID-19 response story or resources to share with the community, please email SHSMD. To share in the community discussions, SHSMD members can visit the MySHSMD discussion groups.