Dynamic Decision-Making and Effective Communications

Abstract

The COVID-19 pandemic, and particularly the initial surge, created a steep learning curve for most organizations who saw rapid changes in dynamic decision-making processes and effective communication that were essential to maintain functional healthcare. In this chapter, we discuss the decision-making process at SBH during the crisis, outline the infrastructure and processes developed, and the challenges that we overcame. Two top goals were prioritized at SBH: serving large numbers of severely ill patients and protecting the healthcare workers. This was achieved through a series of strategic decisions for health crisis management in an acute care setting, which we discuss in detail and highlight the lessons learned. We hope lessons from this period will help better prepare us for such health crises in the future and that they will also help influence decision-making at other hospitals and departments. In reflection, we conclude that the hospital must conduct serious crisis preparation of all departments, teams, systems, and processes to best mitigate a pandemic surge, which can happen very quickly with short warning and rapid escalation.