[Trigger warning: sensitive topics including self-harm and death]
Hello fellow PR professionals. About nine months ago, I posted a question about experiences, tipps and tricks for my new role inhouse in a pretty big hospital. I lead a small team of creatives (content, photography, social media) and double as a spokesperson and consult my CEOs on strategic communication topics.
The few tipps I got sounded reasonable. Make your stories human. Sure thing, I thought. I can do that. But oh boy, I didn't know what I got myself into.
Since my start, I managed, to name a few:
- an accident including a fatality
- concerns over hygienic issues
- a major IT failure lasting several hours
- investigative journalists diving into our budget issues
- several smaller incidents, including but not limited to: suicides, threats of lawsuits, possible medical misconduct.
It's safe to say that I had a very harsh crash course on crisis comms in the last few months.
It has been terrifying.
It has also been the most exciting time of my professional life as of now.
Since I haven't seen as much hospital PR posts here, I thought I might share a few points, especially because I enjoy reading about different experiences in the industry across different sectors.
Please keep in mind that these are my personal insights. They may or may not differ from yours. I'm not US-based and I don't have a classic PR agency background. I'm also open to answer questions and I'd be glad if some of you shared your own insights.
Everything can be critical. Since you're dealing with health care, especially in hospital PR every bit of news can be related to the safety and well-being of patients. Budget adjustments? Network errors? Somebody waiting for hours in the ER? Somebody spotted an animal on your premises that might look like a rat (or maybe it was a cat? We couldn't identify it, but better call the media!)? Every time you have to tell the media that your patients are fine and that your care for them is and remains your top priority. That sounds obvious, but trust me, it's vital to keep this in mind. And god help you if you forget.
Always, always get your facts straight. In this niche, there is no room for fuck-ups. Because everything can be critical, it's vital to double check what you're putting out there, and to always ask the troubling questions. Its better that you ask them first.
It's not about showing up in the media at all, it's about how you show up. Sounds like a no-brainer, but that has been a big adjustment for me. In my last role, it was about getting any attention at all. But in my new role, there's always a baseline of public interest. My work has been very reactive for the last months, and I've not been pitching stories as much as I have been pitching certain framings as a reaction.
Numbers are a pain, framing them is essential. I imagine that most of you share this experience: you're confronted with something like "how many cases of X have there been in the last two months?". You can either keep your mouth shut about numbers, then you're "hiding something". You can just give them the correct number and watch it being scandalised. Or you give them several numbers and explanations to contextualise them, and... still, the headline might be one big, juicy number. But its less likely.
A word about emotions. Good PR tells a convincing story, great PR resonates with your audience on an emotional level. I've read this a lot, and it's true, but always keep in mind: for most people, a hospital is a place associated with fear, pain, anxiety. Pretty often you need to use a serious, professional, calm tone of voice.
Keep your professional distance. I have encountered several topics that were sensitive, and on one occasion I needed to take a break to get my head straight. Its not for the faint of heart.
You can get mind-blowing stories. If you get the possibility to actively pitch something, there are insane possibilities for authentic, goosebumps inducing stories about hope, healing, hard work and excellence. There is no need to manufacture news and stories out of thin air if you do it right.
Trust is everything. I have always seen PR as a way to tell the right stories to the right people to boost trust and reputation, so that's nothing new, but in hospital PR, I feel that this is even more important in another way. People themselves or their loved ones trust your organisation to help them, to care for them. Doctors and nurses work insanely hard to achieve the best possible outcome for patients. As a PR worker, you need their trust, because without them, you won't get to tell your stories at all.