Stakeholders Involved in Hospitals’ Crisis Management Processes

Abstract

Healthcare sector faces numerous cyber-physical threats that affect citizens’ lives and habits, increase their fears, and influence hospital services provision, as it was also experienced for example during the ransomware campaigns WannaCry and Petya. During such incidents but also in general for the security of healthcare infrastructures, several internal and external stakeholders are involved, having different needs and requirements, trying to cooperate, respond, and recover from the crisis. Although the crisis management process is well analyzed in literature, there is a need to understand and explain the process in the area of healthcare, as well as the stakeholders involved in this. This chapter presents a detailed approach of the crisis management involved stakeholders and processes in healthcare sector. Through a case study conducted in a Greek hospital, these different stakeholders are identified and described; and crisis management processes are further elaborated. Finally, the aforementioned findings and the conclusions that are drawn are linked with SAFECARE project (H2020-GA787005), during the framework of which this research was conducted, which project aims to provide solutions that will improve physical and cybersecurity in a seamless and cost-effective way, in healthcare infrastructures.