| Summary: | 碩士 === 元智大學 === 管理研究所 === 97 === As the widely repeated medical cliché that prevention is better than cure, crisis management is also the best control mechanism before crisis coming. An effective crisis management model can eliminate all dangerous factors in advance, and, as if the crisis outbreaks, lower the damages it brings according to various emergency response procedures.
This study focus on collecting thesis literatures related to crisis management, analyzing, and site observing at Far Eastern Memorial Hospital (FEMH). By means of thesis literature reviewing, this study is based on the three-stage crisis management theory of Jay Nunamaker, pre-crisis stage, in-crisis stage, and post-crisis stage, combing with the nine steps of Hospital Emergency Response Planning and Management suggested by Dr. Fun-Yuan Shin. Through two action plans of “Influenza A (H1N1)” and “Elevator Malfunction”, the study observes the operation model of crisis management of FEMH and concludes the following:
I. Crisis prevention is the most necessary measure of crisis management. It is important to establish and practice all crisis prevention mechanisms. Besides regular checking procedures of facilities, the crisis prevention mechanisms also include:
1. Exercise: Simulate various crisis conditions and check the operation of response plans and management system normally. Furthermore, it drives staff to be familiar the response procedures and thus increases their confidences.
2. Review: For crisis happened, use Root Cause Analysis to find out the cause and solve it. For crisis not happen yet, use Failure Mode and Effect Analysis to figure out the reason and prevent it.
3. Organize different authorities for different damages. Observe the changes of inner and outer environments and become aware of damages at the first time.
4. Establish unusual incident reporting system. In addition to notifying staff the unusual incidents, it acts as a database for event statistics and analysis.
II. Consciousness of crisis is the top requirement of crisis management. Due to the complexity of hospital organization and variety of crisis factor, each staff should own high consciousness of crisis – observe the change of environment carefully and alert relevant personnel immediately when damage happens.
The smooth of information communication leads to the success of crisis management system. All information of characteristic of crisis, progress of crisis process, crisis response procedure and damage need be passed by sound communication system.
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