# Presentation: 741528

## Promising Strategies for Communicating with Community Providers 

**Dan Baden, M.D.**
- Clinician Communication Team Lead
- Emergency Communication System
- Office of Communication
- Centers for Disease Control and Prevention
- U.S. Department of Health and Human Services
- Atlanta, GA

## COCA

- Clinician Outreach and Communication Activity
- 84 partner organizations
- Regular conference calls
- Two-way communication

## CDC Clinician Registry

- ~ 40,000 members
- Updates on changes and new information
- Over 800,000 messages delivered

## The following changes or additions were made to CDC guidance and 

- information during the period of July 18 to July 25, 2003.  If you have any
- questions on these or other clinical issues, please call our Clinician’s
- Information Line at 877-554-4625:
** **
**WEST NILE VIRUS**
- _ __http://www.cdc.gov/ncidod/dvbid/westnile/surv&controlCaseCount03.htm_
- As of July 24, there were 12 confirmed cases of West Nile virus in humans
- in eight states: Alabama (1), Colorado (1), Iowa (1), Minnesota (1), Ohio (1),
- South Carolina (1), South Dakota (1), and Texas (5).
- _http://www.cdc.gov/ncidod/dvbid/westnile/clinical_guidance.htm_
- Provides West Nile virus-related information and guidance for
- clinicians and public health professionals
** **
**SARS**
- _http://www.cdc.gov/ncidod/sars/testresultsc.htm _
- Fact Sheet for Clinicians: Interpreting SARS Test Results from CDC and
- Other Public Health Laboratories*.  This guidance was changed to note that *
*some persons do not test positive for the SARS-COV until more than 28 *
*days after onset of illness.  Previously this period was described as 21 days.*

## Clinician Specific Web Pages

- Smallpox, SARS, WNV
- Standard format for all topics
- Rapid access, <5 minutes in/out
- Links to other resources

## Slide 6

## Clinician Information Line

- (877) 554-4625
- 24/7 service
- Staffed by clinicians
- Links to S&L HD
- Links to CDC Clinicians
- Smallpox, SARS, Monkeypox, WNV

## Satellite Broadcasts

- Targeted at Clinicians
- Live and archived versions
- CME option
- Mechanism for answering questions

## Other Resources

- Epi-X
- Health Alert Network

## CDC Communications Leadership Team

**CDC Communications Leadership Team**

**Information Management Team (IMT)**

**Web Team (WT)**

**Communication Monitoring and Research Team (CMRT)**

**EMERGENCY ****COMMUNICATION:**
**Communication Teams **

**Department of Health and Human Services**
**Assistant Secretary for Public Affairs**

**Hotline Team (HT)**

**Health Education Team (HET)**

**Public Health Communications Team (PHCT)**

**Media Team (MT)**

**Clinicians Communications Team (CCT)**

**Federal Governmental Communications Team (FGCT)**

**Sept. 2003**

- Director’s Emergency Operations Center (DEOC)
**Emergency Communication Coordination Center (EC****3****)**

**Notes:**
Communication Leadership  – Provides recommendations for overarching communication strategy and tactics for emergency communication,  leads/manages ECS, serves as primary liaison  with Dept. of Health and Human Services Office of Public Affairs, and other relevant federal agencies for unified communication strategy
Information Management – Develops and obtains clearance for all emergency health communication products, and acts as a conduit for information that ECS teams disseminate to various audiences through multiple channels
Media – Manages all emergency communications and interactions with the news media
Communication Research – Provides CDC leadership with prospective information and feedback from key audiences to use in shaping emergency communication information and messages
Web – Designs and posts emergency information on CDC’s emergency Web site, provides feedback from Web site users for use in shaping future Web-based emergency communication
Public Response Hotline – Formats information for use by public response hotline, disseminates information and resource references to the public using emergency 800 number, gathers feedback from public inquiries, in order to give feedback to CDC leadership to help shape future emergency communication information and messages
Community Health Education – Disseminates information to communities affected by public health emergencies, gathers information from affected communities, in order to provide feedback to CDC leadership to help shape future emergency communication information and messages (e.g. identify and correct misconceptions, strengthen public confidence and promote behaviors that protect public health)
Public Health Workforce Communication – Disseminates crisis communications and pursues related public health workforce outreach activities, gathers feedback to provide feedback to CDC leadership to shape future emergency communication information and messages
Clinician Communication – Develops, maintains, and uses outreach channels to the clinical community, develops clinician communication products, gathers feedback from clinical community for CDC leadership to shape future emergency communication information and messages
Policymaker Communication – Disseminates policy-related emergency communication content through appropriate channels, ensuring that policymakers will have information needed to properly prepare for, and respond to, public health emergencies.
EC3 – During and emergency event, ECS IMT + lead CIO designee in DEOC with investigation/response teams to: Coordinate and produce Share knowledge, Avoid redundancy, Identify gaps and needs, Triage needs, and Provide on-site consultation 

## Communication Activity ECS - SARS

- Triaged and handled 10,166 press calls
**  ****12 press releases;**
**   ****21 telebriefings/news conferences**
- The Public Response Hotline answered 34,229 calls and received 3,450 emails
- 17 million page views on CDC SARS web site
-   Highest: nearly 4 million page views Apr. 20-26

**Monday, March 17, 2003 – Saturday, July 12, 2003**

**Notes:**
Following is a sampling of communications activity for the period of Monday, March 17, 2003 through Saturday, July 12, 2003.  The figures are based on information submitted by the ECS for the SARS Daily Report.
·  10,166 press calls triaged and handled
· 12  press releases written, cleared and issued, announcing latest SARS information 
· 21 telebriefings/live news conferences conducted 
· 34,229 calls and 3,450 emails related to SARS were answered by the Public Response Hotline. The Clinician Information Line answered 2,079 calls related to SARS.
· 30 conference calls were conducted with state health officials, NPHIC, and clinician associations 
· 23 Health Alert Network messages were issued
· 3 SARS satellite broadcast were conducted and reaching 70,471 total known/registered participants (including all delivery modes) and 1,936,629 total estimated participants (including all delivery modes)  
· About 17,000,000 page views resulted on CDC’s SARS web site, peaking during the week of April 20-26 at 3,831,903. 

## Clinician Communication Activity - SARS

- Conference calls with COCA partners:  5
- 16 weekly updates via Clinician Registry
- 	(<500,000 individual messages)
- Satellite broadcasts on SARS:  2
- 	(~105,000 participants)
- 2,079 calls answered by Clinician Information Line

**Monday, March 17, 2003 – Saturday, July 12, 2003**

**Notes:**
Following is a sampling of communications activity for the period of Monday, March 17, 2003 through Saturday, July 12, 2003.  The figures are based on information submitted by the ECS for the SARS Daily Report.
·  10,166 press calls triaged and handled
· 12  press releases written, cleared and issued, announcing latest SARS information 
· 21 telebriefings/live news conferences conducted 
· 34,229 calls and 3,450 emails related to SARS were answered by the Public Response Hotline. The Clinician Information Line answered 2,079 calls related to SARS.
· 30 conference calls were conducted with state health officials, NPHIC, and clinician associations 
· 23 Health Alert Network messages were issued
· 3 SARS satellite broadcast were conducted and reaching 70,471 total known/registered participants (including all delivery modes) and 1,936,629 total estimated participants (including all delivery modes)  
· About 17,000,000 page views resulted on CDC’s SARS web site, peaking during the week of April 20-26 at 3,831,903. 

## CLINICIAN COMMUNICATION TEAM

- Clinician Outreach and Communication Activity (COCA)
- Clinician-specific Web pages
- Clinician Registry
- Clinician Information Line (CIL)
- Satellite broadcasts and other resources