Home | Triage Crisis Communications

When a situation happens, there are many questions.

Can we handle this internally?
How do we manage both internal and external optics, responsiveness and support?
How do we ensure the messaging is clear, consistent, concise, focused and compelling?
Who do we need to pull together to have the information needed to develop a solution?
Do we have a clear understanding, or are we too close to the situation?
Do we need to insulate our team and stakeholders?
What are the next steps?
Who do we trust?

Every healthcare crisis is unique, but successful management softens the emotional impact on the organization, patients, and the public. Your healthcare crisis can raise a host of complex ethical, legal, and operational challenges.

The stakes are incredibly high, and how your organization responds during a crisis can make the difference between recovery and long-term damage to your reputation.

We understand.

I'm Lovella Sullivan, your ultimate ally when you are facing a communications crisis.

With more than twenty years of experience in marketing and communications in the healthcare industry, I understand the nuances and circumstances you face in a healthcare crisis.

I've helped many organizations find clarity, identify the pathway for effective communications and assist them in navigating the pathway forward. Ultimately, it is about the end result and the relationships that are strengthened during a crisis response.

Why do we specialize in healthcare crisis communications?

We are energized by the work we do. We love finding solutions, building and deploying messaging and processes that ensure the best outcome for your unique situation. When it’s your emergency, it matters most. It matters who you partner with and the experience that makes the difference in the result.

Your best outcome is all that counts.

Why we do the work.

Fear of reputational damage and loss of trust.
Unclear communication internal (e.g., staff uncertainty) and external (public confusion or negative perception).
High-stress environment that increases the risk of errors and missteps.
Patient care under pressure creates patient anxiety and concern, resulting in a lack of empathy and support.
Potential for legal complications and financial impacts.

Damaged brand and stakeholder relationships
Decreased market confidence
Employee disengagement due to fear and confusion
Prolonged negative media coverage and public scrutiny

Impact of Poor Crisis Management

Concerns

Crisis Readiness Audits:
- Assess existing communication protocols
- Identify organizational vulnerabilities
- Develop rapid response procedures

Real-Time Crisis Management:
- Serve as on-call crisis lead
- Facilitate media relations and stakeholder communication
- Provide executive coaching for interviews and public statements

Post-Crisis Reputation Repair & Analysis:
- Evaluate crisis response effectiveness
- Implement long-term reputation recovery strategies
- Conduct stakeholder sentiment analysis

Workshops & Training:
- Crisis simulation exercises
- Leadership and spokesperson training
- Best practices in digital communications and social media response