About Turks and Caicos Islands Hospital
The Turks and Caicos Islands Hospital stands as a vital healthcare institution, uniquely licensed, and encompassing two medical centers situated on the islands of Providenciales and Grand Turk. Operated by InterHealth Canada TCI Ltd, this public hospital is managed on behalf of the Turks and Caicos Islands Government through a groundbreaking Public-Private Partnership (PPP) agreement, which marks a significant collaboration in enhancing healthcare delivery in the region. Since its inauguration in April 2010, the acutesecondary healthcare facility has been a landmark achievement in improving the accessibility and quality of healthcare services available to the local population
This initiative was not merely a step forward for the islands but also represented the very first PPP of its kind in the Caribbean, setting a precedent for future healthcare collaborations in the region The TCI Hospital offers a wide array of specialized medical services designed to cater to both subscribers of the National Health Insurance Plan and self-paying clients, reflecting its commitment to equitable healthcare access
Among the numerous services provided are Accident and Emergency care, General Surgery, Obstetrics, Gynaecology, Orthopaedics, Physiotherapy, Family Practice, Internal Medicine, and Secondary Dentistry. Additionally, the hospital addresses pediatric health needs, Nephrology, Radiology, Laboratory services, and Outpatient Haemodialysis.
To further enhance the spectrum of care, the TCI Hospital regularly welcomes visiting consultants from North America, Europe, and the Caribbean. These specialists contribute their expertise in various fields, including Urology, Oncology, Neurology, Ear, Nose and Throat (ENT), Cardiology, Ophthalmology, and Plastic Surgery, thereby ensuring that patients have access to a comprehensive range of specialized medical treatments without the necessity of traveling abroad
Naturally excellent, where everyone is envious of our culture and customers receive the full benefitof our quality obsession
The Turks and Caicos Islands Hospital, by nature, will exceed expectations through its' commitment toprofessional excellence, safety to all and continuous quality improvement
Our innovative and learning environment shall deliver efficient and effective services providingvalue for money
Our core values are listed below These are the fundamental beliefs of our hospital team, andthese values will remain our unwavering commitment and guide
Care
Care passionately about the safety and well-being of our people, organisation, stakeholders andcommunity
When We Say Something, We Mean It Show You
Golden Rule
We recognise the power of our words, attitudes and actions We shall hold ourselves accountable Treat people as you would want to be treated Our interpretation of the golden rule is that every person walking into our hospital shall be “surrounded with care and compassion”
As valued team members, we all share and display humility to our customers, colleagues, guests and visitors to our beautiful hospital
We shall be unpretentious and demonstrate humility by: Asking for feedback, Addressing prejudices, Start with a question, thereby encouraging feedback, Really listening, Accepting setbacks and using it to become stronger;
To the uninformed, being humble may be seen as a weakness or insignificance, but it really speaks to strength of character and confidence. Leadership throughout our hospital creates an environment where humility is cherished, ranks high in our hierarchy and is rewarded.
Be Fearless and Courageous
When we are fearless and courageous we can make things happen
EXECUTIVE SUMMARY
The Communications Plan for the Turks and Caicos Islands Hospital (TCIH) for the years 2024-2027 outlines a range of ongoing and future communication strategies designed to enhance both internal and external stakeholder engagement over the next three years
These strategies aim to keep stakeholders informed about the Hospital's activities, mission, services, and programs while actively promoting patient and family engagement. The plan addresses the accomplishments, opportunities, and challenges that may influence the effective delivery of positive and proactive messaging at TCIH.
Furthermore, it provides a detailed framework covering communication activities, channels, frequency, target audiences, key messages, and evaluation mechanisms to assess the impact of these initiatives. In alignment with the Hospital's strategic objectives and its focus on a people-centered approach, the communications plan incorporates insights gathered from staff and patient satisfaction surveys, community consultations, and emerging healthcare communication trends.
TCIH is dedicated to gathering and integrating the perspectives and expectations of its staff, patients, and community partners into service planning and quality improvement efforts. A robust and cohesive communications plan tailored to the current operational landscape plays a crucial role in shaping TCIH's reputation, objectives, and organizational culture
The strategies outlined not only influence staff morale but also enhance public confidence and the overall reputation of the organization The Public Relations and Marketing Manager at TCIH is primarily responsible for leading and promoting corporate communications.
However, effective communication is a collective responsibility across the entire hospital, reliant on the engagement and collaboration of every team member and department involved to ensure successful communication with all audiences.
This communications strategy aligns with the TCI Hospital 2024-2027 strategic plan, summarized as follows Our main priorities over the next three years focus on redesigning processes to better serve patients and their families, emphasizing collaboration with care teams and key stakeholders. Our goal is to achieve service excellence by designing and delivering services with a people-centered approach in mind.
OBJECTIVES AND TARGET AUDIENCES
PEOPLE-CENTRED
The overall goal of the plan is 'To further build and embed a proactive communications and engagement culture that supports delivery of the hospital’s mission, vision and associated objectives.’
SUPPORTING OBJECTIVES
Further develop and build TCIH reputation and brand strength and identity Increase overall awareness and ownership of TCIH services, mission, vision, values, strategic direction and annual priorities
Provide Practical and Logistical Information to ensure that members of the public are promptly informed about changes to services, closures, delays, and any other event or factor that may impact their access to care
To ensure that a diverse group of people have the opportunity to provide insight to the planning and development of healthcare services at TCIH
Improve satisfaction levels among patients and build
The continuation of engagement and building two-way relationships with audiences is critical to the ongoing success of TCIH internal and external communication strategies TCIH has many stakeholders and it is important that the organization identifies, listens, engages and communicates with these groups as it seeks to deliver its vision and priorities. Below is a breakdown fo these audiences
INTERNAL AUDIENCE
InterHealth Canada overseas branches, member organisations and affiliated health centres
Hospital workers including Managers, clinical and nonclinical internal staff members
Volunteers
EXTERNAL AUDIENCE
Patients, families and members of the general public currently served by our health centre who receive coverage through a variety of payer sources including, but not limited to:
National Health Insurance Plan
Self-pay Other (e g private insurance, etc )
The medically underserved residents in our community including, but not limited to:
Uninsured, low-income residents
Other high-risk groups (e g , homeless persons, people living with HIV and AIDS, persons who struggle with substance abuse, and low-income elderly).
Area private practices, health/dental providers and other referral sources
Agencies responsible for emergency response and local (e.g. EMS/Ambulance Services, Department of Disaster Management, Social Services, Royal Turks and Caicos Islands Police Force, National Fire Service etc)
Local health care partners including National Health Insurance Board and Primary Health careMOH
Community organizations (e.g., schools, grocery stores, banks, civic groups, social clubs, churches, Non-profit organizations etc )
Mass media outlets (e g , print, broadcast, online, digital, social, radio etc.)
Legislators and other policy leaders and public officials
Other regional health care providers enrolled in the Treatment Abroad Program (e g hospitals, health systems, public health, etc )
Health Regulatory Authority
Reflections and ACHIEVEMENTS
Over the previous four years, the activities introduced and sustained at the TCIH has evolved and expanded significantly. There has been successful educational and engagement outcomes as a result of the strategies utilised
TCIH shall continue to strengthen these areas.
Noteworthy Trends and Activities
Increased proactive communications and increased positive media coverage
Increased publication of press releases on internal news and events
Increased Social Media Reach predominately Facebook and LinkedIn
Increased health education campaigns Featuring our health specialists, focusing on various health topics. (Women’s Health Month, Men’s Health Month, Love your Heart -February, Back to School Health Tips etc - Social Media, Print Media
Increased partnerships with community entities in various initiatives
Stronger branding and corporate image in the community. Larger archive of video material (Two per month, public education, staff spotlight features)
Continued demonstration to corporate social responsibility through acts of service and monetary sponsorships
Increased staff welfare activities through the introduction of the Annual Back to School back and Annual Toy Drive and gift giving ceremony
Community Kidney Screenings - Providenciales, Grand Turk and Salt Cay
Annual Sport Day - Snap Centre
Launch of the My Care Corner Patient Portal and Mobile Application
Enhancements the Seniour Friendly Care and Patient Advocacy Programme
PAST COMMUNITY ACTIVITIES AND THE BENEFITS PUTTING PEOPLE FIRST
Internal events promote continuous medical education among practitioners within the community which can enhance patient care. Employees are also given the opportunity to share their medical knowledge with others, which fosters a more vibrant workplace and a learning environment.
Community screenings and health booths can detect a problem and get participants on a track to a healthier self These activities also reinforce the shared responsibility between physician and patient in their health management For employees, these activities promote team building, provides an opportunity for community engagement and acts of public service.
Successful organization of several major internal events and hosted tours of the facility to showcase the high standard of operations
Major Internal Events
Nurse Week –2022,2023,2024
Heart of A Champion - 2022,2023, 2024
Clinic Exploration CPR Training at TCI Hospital – July 2022, 2023,2024
Ready Programme CPR Training at TCI HospitalJuly 2022, 2023, 2024
Medical Ethics Symposium – 2023
Medical Technologists Week - 2022, 2023, 2024
Midwifery Week - 2022, 2023, 2024 (Informational sessions for mothers to be)
Annual Medical Conference - 2023, 2024
Best Practice Spotlight Organisation® (BPSO®) Conference - 2023, 2024
International Women’s Day Conference - 2022
Medical Device Reprocessing Week - 2022, 2023, 2024
Physio Therapy Week - 2023, 2024
International Doctor’s Day - 2023, 2024
Sponsorships provide employees and community with a sense of pride in the organisations commitment to CSR. It also provides opportunities for staff to attend events with TCIH purchased tickets or to participate as a volunteer based on the event type.
Attendance at NPO events allows the community to become familiar with faces within the health care service on a direct level, which can assist with building trust in the system These efforts also support the company's mission to ensure community engagement throughout the year
(Diplomatic and Special Groups)
Health City Delegation - 2022
Contract Management Unit (Diagnostic Imaging
Department - 2022
Canada High Commissioner - 2022
CAC Tours Hospital Facility
New Minister of Health - Hon Shaun D Malcom
tours TCI Hospital - 2022
IPC Visit TCI Hopsital - 2022
Baptist Health Visit - 2023
The Premier and Permanent Secretary of Anguilla2024
UK Security Agency - 2024
Minister of Education Hon. Rachel Taylor tours TCI Hospital with (Apprenticeship Programme) - 2024
TRACKING OUR ACTIVITIES
It is not a chance or random event There is a planned and targeted outcome, which is beneficial to our employees, patients, the community and/or the health care service
Increased participation in speaking engagements as knowledge experts
Breast Cancer Awareness Luncheon – October 2022,2023, 2024
Breast Cancer Awareness GBR - 2023
Men’s Health Month - 2022, 2023
Women’s Health Talk - Methodist Church - 2023
TCICC faculty and staff wellness retreat - 2024
HJRH Happiness Begins with good health - 2023
World Walking Day – Christian Academy 2023
Breast Cancer Talk - South Caicos 2023
Breast Cancer Awareness Month - New Birth Kingdom Ministries - 2023
CARIF 2023 to discuss the critical topic of Health Infrastructure: Building Healthy Hospitals.
Richmond Hill Preparatory - Girls Day
Active provision of free community health screenings to support of the Health Advocacy Strategic plan
Community Screenings or Information Booths
Breast Cancer Walk/Run 2022,2023, 2024
Police Week - 2022, 2023
DMME Business Fair GT&PLS – 2022, 2023
TCI Community College Leadership Retreat - 2024
DDME - Disaster Preparedness Expo – 2022, 2023, 2024
Felix Morely Health Fair - 2023, 2024
Kidney Screenings - 2023, 2024
Sustained atttendance at a number of charity events
Event Support/Attendance Examples: •
United Way Annual Charity Gala Event - 2022, 2023
National Cancer Society Fundraiser - 2022, 2023, 2024
Human Rights Gala Event - 2022, 2023
Police Gala Ball - 2024
Increased presence and penetration within the education system to raise awareness of healthy habits and health care careers
School Visits/Presentation Booths
Enid Capron Exposition - February 2022, 2023, 2024
H.J. Robinson High School Exit Readiness Program - February 2022, 2023, 2024
CHHS Exit Readiness Programme - March 2022
HJRH Careers Day - March 2022, 2023, 2024
A L Garland Thomas High School Career Day - 2022, 2023, 2024
National Youth Symposium - Hartling Group - 2023
Hospital Tours By School Students
Provo Primary School Site tour -2022
Laboratory Professionals Week (More than 150 students tour the lab) - 2022, 2023, 2024
Holy Family School Tour – 2022, 2023, 2024
International School Tour - 2023, 2024
Participation as Event Judges
FortisTCI Science Fair
Strategic Sponsorship opportunities and inward donations to touch lives in different ways
Sponsorships - Outward
Annual Trophy Donation For All High School Top Science Students
Nationwide 2022,2023,2024
Delano Williams Foundation $3k - 2022, 2023, 2024
National Cancer Society $5k - 2022, 2023, 2024
Host Snap Centre Annual Sport Day
Ona Glinton Primary School - $1400 2022, 2023
Soroptomis International $1k- 2024
AOL Foundation - $2400 - 2022,2023
Ashley Learning Centre - $750 - 2023
KYB Leadership - E. G. Youth Centre 2022
TCI Rising Stars Basketball Club trip –2022, 2023
The Sister Sister Foundation - 2022-2023
The Math Lab- 2022, 2023
The TCI Swim Federation - 2022, 2023
Jadot Cup Golf Tournament (Aids Awareness Foundation- 2023
United Way TCI Charity Superheroes Read-A-Thon + Volunteerism
– March 2022
Police Welfare Association - 2023, 2024
Live to Lead Conference - Leadership Development for Staff2022, 2024
Annual Kidney Screening / TCI Boating Club
CANOC - Honoring Individuals in sports - 2024
Hope Foundation - 2023
Caribbean Tournament of Champions - 2023
Carifta Swim Team - 2023
Salt Raker Aquatics Swim Team - 2023-2024
Christian Howell Soccer Camp - 2023
Junior Achievement TCI - 2023
Move-a-thon - 2023
Cash Donation to all Government High schools - 2023, 2024
INTERNAL STRATEGY
STAFF COMMUNICATION
OBJECTIVES
To build on existing staff communications
To encourage and support staff to be part of the conversation and to share stories; ideas; successes and suggestions.
To support leaders across the organisation to communications with their teams
To provide clear, timely and accessible information
To facilitate the development of messages, campaign assets and resources to share information
Benefits/ Purpose
Strategic tool that provides information to all staff and the community of news from across the organization
This approach allows the leader to share issue-specific information and promote engagement, visibility and reinforce the hospital's values
Employees are the health centre’s greatest asset and the hospital continues to recognize their contribution to patient care.
The platform is a central web-based hub for organisational news, policies, procedures, forms, other information and community-building
This program provides an opportunity to celebrate birthdays and engage employees and promotes worklife balance.
CURRENT ACTIVITIES
- Every Third Thursday and special occasions
to mark Hospital anniversary
or as needed based on available updates
Staff SurveysWorkplace, Patient Safety or other
Seeks to reflect, resolve issues quickly, increase knowledge sharing and creates a way for team and individual successes to be recognized more regularly.
This platform deliver messages, links and graphics directly to the PC or Mac computer screen, smartphone or large display of employees
This approach provides more frequent and specific communication to all staff and any targeted groups
Strategy is used to gather insights and data on several areas in workplace climate, employee satisfaction and areas for change
Strategy to promote employee engagement, happiness at work, higher employee productivity, resilience and well being
Platforms such as whats app is used to cascade appropriate information and shows high rates of utilisation and interaction.
Facilitates communication through the active use of standing and special committees to support information sharing
Seeks to maintain visibility on the floor, build trust and credibility of leadership and fosters direct engagement
Daily, Weekly, Bi-monthly or as needed based on departmental needs
Frequently and based on business or campaign needs
Timed to meet needs of each campaign/observance
Daily based on relevant and timely updates appropriate for SMS distribution Annual, Biennial or based on the business or campaign needs
Weekly, Monthly or
Bi-monthly or as needed based on departmental needs
Production of the Where are we Today Video Series
Revision of TCIH marketing assets with standardizati on and higher quality branding
Enhanced appearances in local publications with international reach
Benefits to employees
Highlights the hardwork of the team and positions the team members are experts in their respective management areas
Benefits to patient
Builds confidence in the system; addresses any misconceptions about how the system and various departments works and the PPP contract
Builds pride in the organization; provides a sense of identify; employer branding also increases the company's talent pool from which to fill vacancies.
The inclusion of team photos in adverts provides team members with recognition within the community and also serves as an act of company appreciation for their invaluable contributions.
Patients are attracted to brands that share similar values as them. Branding can help patients develop an emotional connection to TCIH and its values.
Benefits to community
Build awareness of health care operations and increase education on how the service operates, important issues in our health care system; influence policy;
Provides an overview of the companies new missing, vision and values along with any new services. Shows the company is evolving and staying current.
Examples
The company produced a 24 episodes of this show that is promoted on Facebook.
New templates for digital and print content
Updated roll-up banners and backdrops and promotional branded items
The Introduction of Staff Spot Light Print and Social Media
This enhanced visibility can boost morale, foster a sense of belonging, and enhance job satisfaction. By showcasing their skills and contributions, employees gain professional recognition, which can motivate them and encourage a culture of appreciation within the organization. It also opens up opportunities for professional networking and can enhance career advancement prospects
Local magazines are highly valued and respected publications that build a sense of community among local consumers. Copies of these magazines are cross shared in the hospital's reception areas as a source of information for patients.
This transparency fosters trust and encourages patients to feel more comfortable and engaged in their care. Ultimately, a more informed patient population can lead to better health outcomes and an improved patient experience
Reinforces the hospital's positioning as a community hospital.
TCHTA Who's Whos Magazine –2022
Meet the Leadership Team 2023
Women in Leadership 2023
This initiative can inspire community involvement and support for health initiatives, fostering a collaborative spirit. By celebrating the achievements of local staff, the community feels more connected to its healthcare providers, ultimately benefiting public health and local morale.
The Organization featured members of staff from various departmentshighlighting their academic achievements and as well as hobbies. This project was well recieved and welcomed by the employees and members of the community.
Community engagement is not a single activity; it is a way of working. It is about inclusion and involvement, input and influence It is about what happens within and beyond the walls of the hospital. It involves deploying and developing more creative ways to engage with people. As our learning and practice develops, so will our community engagement approaches
DETAILED OVERVIEW FUTURE ACTIVITIES
AND OPPORTUNITIES
Internal Communication Survey: An internal communication survey will significantly enhance the work environment at the Turks and Caicos Islands (TCI) Hospital by fostering a more engaged and effective workforce This survey allows staff members to express their concerns, needs, and suggestions regarding communication, helping management tailor strategies that meet employee requirements while demonstrating that their opinions matter By encouraging feedback, the TCI Hospital can boost employee satisfaction and create a sense of belonging, thereby fostering a positive workplace culture. Additionally, the survey can identify gaps in communication, enabling management to develop targeted solutions for conveying important information clearly and promptly Effective internal communication promotes collaboration among departments, and by assessing the current state, the hospital can facilitate stronger interdepartmental relationships, ultimately leading to improved patient care.
Digital Suggestion of the Month: This initiative encourages employee engagement by inviting staff to participate in decisionmaking, fostering a sense of ownership and increasing job satisfaction It also cultivates a culture of innovation, motivating employees to contribute creative ideas, which can lead to improved processes and services The program enhances communication by providing a structured platform for staff to voice their suggestions, helping bridge the gap between management and frontline employees This open line of communication builds trust and respect, strengthening relationships within the organization Additionally, employees are often in the best position to identify areas for improvement; gathering their insights allows management to proactively address inefficiencies and challenges. Recognizing contributions through the program boosts morale and motivates staff, creating an atmosphere of teamwork where employees feel empowered to share their insights
Community Involvement Bulletin: Introducing a community involvement bulletin titled "What’s Happening in Your Community - How to Get Involved" at TCI Hospital can significantly enhance communication among staff regarding upcoming events for the month, while also strengthening the hospital’s volunteer program This initiative aims to bridge the gap between the hospital and the community, encouraging staff engagement in meaningful ways One of the primary benefits of this bulletin is that it will keep TCI Hospital staff informed about local events, workshops, and volunteer opportunities By providing a centralized resource for upcoming community activities, staff can easily find ways to participate, enhancing their connection to the community and fellow colleagues The bulletin can also serve as a platform to promote the hospital's staff volunteer program By featuring specific volunteer opportunities related to the events highlighted, it encourages employees to get involved by applying their skills and experience in various community settings.
PR Roundings: PR Roundings" program at TCI Hospital will greatly benefit both staff and management by effectively mapping out the year regarding materials needed and events This initiative fosters collaboration, enhancing operational effectiveness through several key advantages Firstly, regular PR roundings allow management to identify resource needs by engaging staff in discussions about necessary materials for various departments throughout the year, ensuring optimal preparation and allocation Additionally, these roundings create a platform for staff to suggest events and activities that promote team building, professional development, and patient engagement, leading to better planning
Moreover, the rounding process encourages open communication, building trust and transparency between employees and management as staff feel comfortable voicing their opinions and sharing ideas This involvement fosters employee engagement, where staff take ownership and accountability for decisions, resulting in higher job satisfaction and morale
Furthermore, soliciting suggestions during roundings contributes to a culture of continuous improvement, encouraging innovation that enhances operational efficiency and patient care It also facilitates alignment of departmental goals with the hospital’s strategic objectives, ensuring that resources and planned events sync with these priorities
In summary, the implementation of "PR Roundings" at TCI Hospital offers a valuable framework for gathering staff input, enhancing communication, promoting engagement, and contributing to better resource planning and patient care
Redesign The InterView: The redesign of the TCI Hospital newsletter is essential for enhancing internal communication and boosting employee engagement It improves the clarity of updates on hospital news and events, while also reflecting a professional brand identity through cohesive design This initiative encourages participation among staff, fostering a sense of community and pride
Additionally, the redesigned newsletter will highlight employee achievements and patient success stories, making it easier for everyone to recognize contributions The new layout will enhance readability, allowing employees to digest information more quickly Multimedia elements, such as photos and videos, will make the content more engaging, while increased participation from staff will bring diverse stories and insights to the forefront
Moreover, ensuring accessibility across various devices means that all staff can stay connected, whether at the hospital or remotely Overall, this redesign will strengthen communication, build community, and promote a culture of recognition at TCI Hospital.
INTERNAL STRATEGY
A Commitment to Continuous Improvement and Engagement
As TCI Hospital moves forward, our internal strategy will not only maintain our existing initiatives but will also expand upon them to enhance our impact within the community and beyond We recognize that a robust strategy is essential for fostering growth, improving visibility, and ensuring that our staff and community remain informed and engaged
Firstly, we will continue our "Where Are We Today?" series, a feature that highlights dedicated staff members who have committed over five years to the organization Through this initiative, we will share their personal stories, insights, and experiences, showcasing their journeys within TCI Hospital This not only honors their loyalty but also inspires newer employees by illustrating the potential for growth, professional development, and fulfillment that exists within our institution By providing regular updates and sharing these narratives, we aim to foster transparency and encourage open dialogue among employees, creating a culture of trust and shared purpose
In addition to this, we will consistently revise and refine our marketing assets to ensure they remain relevant and effective This adaptive approach will enable us to respond promptly to changes in the healthcare landscape, ensuring that our messaging resonates with both our local and international audiences By tailoring our marketing strategies to meet the evolving needs and preferences of our patients and community, we can effectively elevate the profile of TCI Hospital.
Furthermore, we will enhance our presence in local publications as part of our broader effort to extend our reach internationally. A strong presence in both print and digital media will allow us to showcase our achievements, highlight community initiatives, and promote upcoming events We believe that amplifying our voice in these channels will not only increase awareness of TCI Hospital but also position us as a leader in healthcare services
I M E L I N E S
Additionally, our successful "Staff Spotlight" series will continue, featuring regular profiles in both print and online media. This initiative honors our dedicated team members, showcasing their contributions and personal stories By putting a spotlight on their experiences, we celebrate their hard work while fostering a sense of belonging and pride within our workforce These profiles will help humanize our organization, creating relatable narratives that can deeply connect with the community
To further strengthen our internal communications, we will continue to utilize SnapComm desktop alerts to enhance our communication efficiency This tool will enable us to deliver realtime updates and important announcements directly to staff desktops, ensuring that critical information is communicated quickly and effectively By integrating this technology into our strategy, we aim to streamline communication processes and ensure that employees are always informed, engaged, and equipped to perform their roles effectively
EXTERNAL STRATEGY
COMMUNITY CONNECTED
External communication is an essential part of ensuring the TCIH protects and enhances its reputation It refers to all informational initiatives the Hospital is undertaking, including stakeholder relations, public relations, advertising, and government relations
The commitment of stakeholders is essential to the effectiveness of the TCIH Communications Plan, most importantly, given the potential for stakeholders and partners to extend our messages and reach and influence target segments
Building solid and productive relationships with stakeholders will support the Hospital's commitment to delivering peoplecentered care and continuous service excellence
CURRENT ACTIVITIES
OBJECTIVES
To raise the profile of the TCIH and positively promote its work and reputation
To proactively promote the TCIH as a place to work and receive care
To ensure patients and other stakeholders receive timely, relevant and accurate information about the TCIH.
To listen to stakeholders, respond to their views and adapt our communication methods to suit their needs
To maintain public confidence in the care and services provided by the TCIH
To maintain good relations with the media and provide media handling advice and support to the chief executive, the executive committee, Board, senior managers and staff across the TCIH Benefits/ Purpose
This approach helps to position the facility as a leader or innovator in the medical field and builds a reputation as an expert
include press releases Public
and
updates and responses to media statements
These comprise of Facebook, LinkedIn, You Tube, Constant Contact with other options to be explored
This approach helps to raise awareness of hospital services and promote the medical field
This program allows TCIH to build relationships with external entities and build feelings of goodwill and loyalty towards the healthcare institution
Promotes engagement with the community and shows value for feedback from the community to shape health care services
This approach provides more frequent and specific communication to all staff and any targeted groups
Conduct media interviews on trending topics to mark health observances, and internal programs and service developments
This is an effective platform for sharing TCIH produced material and other materials directly to patients in waiting areas
Facilitates two-way communication, exchange of ideas and the inclusion of patient and family views into service design
Information sharing materials such as brochures; posters; newsletters; counter cards; giveaways items, signage etc for the public
Helps to create and reinforce the organisations brand, values and mission, provides health tips and service updates to incoming callers/patients
Provides positive news from across the hospital so clients can stay connected and showcases the hospital as a community facility
DETAILED OVERVIEW CURRENT EXTERNAL STRATEGIES
Speaking engagements: TCI Hospital will utilise events as valuable promotional opportunities The organisation will also build its community footprint and reputation by having its business name or logo on the event listing, or delivering a presentation about a relevant topic in health care TCIH will conduct a number of visits or virtual sessions with schools, churches, private companies and outside organisations to help build stronger relationships with the community
Social Media Presence: TCI Hospital’s presence on social media has proven to be a highly effective way to distribute information widely and also provide a means of interacting with the public and building a sense of community These efforts shall continue with spending on cost-effective sponsored adverts while exploring other opportunities for content and expanding our online presence
Event Hosting: Enhance involvement in any site tours/renovations/ showcasing of new equipment, volunteer recognition and positive media attention The organisation will proactively pursue opportunities to host activities to promote health care at the local level and build relationships with various stakeholder groups In addition hospital tours for schools civic organisations and diplomats will continue to be organised to raise awareness of hospital services and promote the medical field
Publications: Continue to share regular publications (e g , press releases, newsletter, service plans, performance improvement plans and information on approved change enquiries) which support the mission vision and values of the organisation
Brochures and Leaflets: TCIH shall continue to design and produce new printed materials such as posters, brochures, information sheets, pocket pals on health ailments These may include topics such as Stress Management, Fitness on the Go and Portion Size which cater to appeal to every age group TCIH will also utilise display booth and/or retractable banner(s), promotional items
Sponsorships or partnerships: Supporting a not-forprofit cause or health related initiative will help build feelings of goodwill and loyalty towards the healthcare institution Community partnerships may involve an exchange of funds or in-kind benefits to grow a local community organisation in return for benefits that promote the organisation’s services and reputation Such partnerships will also help patients identify the organisation brand with good business practice andgood ethics
Periodic Community Survey: The 'MyCareMatters' community survey seeks to canvass mass feedback to help discover and understand the target community's attitudes, opinions, experiences, and needs This information shall be used to guide internal activities related to service development and enhancement
Community Health Booths and Projects: TCI continues to participate in community events through the provision of free health checks for residents These health screenings may include random checks for Blood Pressure, Fasting Glucose or Random Glucose, Body Mass Index and Cholesterol TCI Hospital will reintroduce the Clean Hands Project, Stop The Clot Fitness Walk and Know Your Numbers Campaign to promote frequent health checks in the prevention of common health ailments
PBX System/On-Hold Voice Prompts will be updated regularly with service information This form of communication is a great opportunity to create and reinforce the organisations brand, values and mission and provide health tips and information to incoming callers/patients
Promotional Materials: TCI Hospital will continue to produce marketing materials and implement strategies for community outreach to enhance external communication Regular contact with the Government Ministry of Health stakeholders will be maintained in order to solicit government participation in events/announcement to ensure TCI Hospital strategies align withMinistry of Health priorities TCI Hospital will also seek to find creative ways to partner with the media and utilise other cost-effective vehicles to promote our messages, being sensitive to the demands on our health care budget
Website: The TCI Hospital website is an important communication tool for connecting with the public and sharing up-to-date information about the programs and services offered The website shall be updated at to ensure it better meets the information needs of our patients clients and residents and also a user-friendly experience A Coronavirus resource centre shall be added 2021-22 2022-23 2023-24 Week 4
Email Distribution lists: The organisation will maintain accurate up-to-date databases for media, schools, industry and other key contacts These emails will be useful for targeted communication needs
Video-based commercials: A series of video materials (informational instructional or news related) will continue to be produced featuring real stories from TCI Hospital patients; a day in the life themed videos featuring health care professionals to give the organisation a human face and other relevant themes
DETAILED OVERVIEW FUTURE ACTIVITIES
AND OPPORTUNITIES
House Call Radio Show: "House Call" is a dynamic radio show airing on TCI Hospital Radio, where medical specialists share their expertise and insights directly with the community Each episode features a different specialist discussing a range of health topics, from preventative care and chronic disease management to the latest medical advancements Listeners have the opportunity to engage with experts through live Q&A sessions, enabling them to ask pressing health questions and receive valuable advice The show aims to empower the community with knowledge, promote health awareness, and encourage proactive healthcare decisions, all while fostering a connection between medical professionals and residents in the Turks and Caicos Islands A radio jingle is already produced
Community Health Education via Live Zoom on Facebook: TCI Hospital Academic Committee to hosts a monthly community health education series via live Zoom sessions on Facebook, designed to disseminate vital health information and resources to the public. Each session features healthcare professionals discussing various wellness topics, including nutrition, disease prevention, and mental health This interactive platform allows community members to engage directly with experts, ask questions, and access reliable health advice, fostering a well-informed populace dedicated to promoting healthier lifestyles
Community Wall Project: Building a strong corporate culture requires more than a mission statement TCIH shall allocate a dedicated space to showcase hospital teams, and the company’s contribution to and relationship with its local community The wall can be updated quarterly
Content Roadmap Careers in Health Care - Targeted towards third to fifth-form students, this initiative will focus on creating engaging content that highlights various career opportunities within the healthcare field The program will outline the criteria and skills needed for applying to tertiary education in health-related fields, featuring interviews with healthcare professionals and guidance on pathways to success It aims to inspire the next generation of healthcare workers by providing valuable information and resources to help them make informed career choices.
Student Artwork Displayed at Cockburn Town Medical Centre: - TCI Hospital will proudly showcases the artistic talents of students from Salt Cay, Grand Turk, and South Caicos by displaying their artwork on the walls of the Cockburn Town Medical Centre This initiative aims to beautify the hospital environment while fostering a sense of pride and ownership among young artists It provides a platform for students to express themselves creatively while enhancing the atmosphere for patients and visitors, creating a more welcoming and pleasant space
Expansion of Multilingual Materials: There shall be increased awareness to changes in community demographics as this is important to effective communication While the hospital continues to utilise resources such as language line for the on-the-spot translation needs of patients, to bypass any potentiallinguistic barriers, educational and instructional resources and signage shall be made available TCIH shall also ensure that health promotional messages are available in multiple formats (e.g., audio, large print, captioning and/or pictorial) and the languages most common in the community
Volunteer Programme for Staff: The TCI Hospital’s Volunteer Programme for staff encourages employees to engage in community service beyond their regular duties This initiative offers staff the opportunity to volunteer their time and skills in various outreach activities, such as health fairs, educational workshops, and support for local charities By participating in volunteer efforts, hospital staff can strengthen their connection to the community, foster teamwork, and enhance their professional development This program promotes a culture of compassion and service, reinforcing the hospital’s commitment to improving the well-being of the TCI community while allowing staff to make a positive impact outside the hospital setting
TCI Hospital Foundation: The TCI Hospital Foundation is dedicated to improving healthcare services in the community through fundraising and resource mobilization. It supports various initiatives aimed at enhancing patient care, investing in hospital facilities, and providing educational opportunities for medical staff Through community partnerships and events, the Foundation fosters a collaborative approach to healthcare improvement, ensuring that the needs of the TCI community are met effectively and efficiently
Health Ambassador Programme for Primary Students: The Health Ambassador Programme engages primary school students across the TCI in promoting health and wellness initiatives within their communities Through fun and interactive activities, students learn about the importance of healthy living, nutrition, and disease prevention As Health Ambassadors, they take on leadership roles, educating their peers and families about healthy practices, fostering a culture of wellness from a young age, and empowering the next generation to prioritize their health
EXTERNAL STRATEGY
A Commitment to Continuous Improvement and Engagement
In recent years, TCI Hospital has made impressive strides in enhancing its local speaking engagements, aiming to educate the public on important health-related topics Our presence on social media has grown significantly, particularly on Facebook and LinkedIn, and we're excited to soon introduce Instagram to reach an even wider audience. We've also established a cohesive brand guide that unifies all our print and social media assets
This means that whenever you encounter our brand, you will instantly recognize it as TCI Hospital. Our branding embodies a clean, sophisticated, and corporate aesthetic that reflects our core values
Moving forward, we will continue to expand our health advocacy programs and provide support to nonprofit organizations that align with our mission of promoting health and fitness
Our commitment to community welfare remains strong as we strive to make a positive impact
T I M E L I N E S
House Call Radio
Community Health Education
Community Wall Project
Content Roadmap
Student Artwork Display
TCI Hospital Foundation
COMMUNITY ENGAGEMENT
STRATEGIC ENGAGEMENT APPROACH
Corporate: Hosting stakeholder engagement sessions, on an as needed basis, when contemplating significant change to policies, programs, services, and delivery models. o Community (Patients and Families): Ensure communities are kept engaged and apprised of local activities, as well as priorities, health system challenges and population health data, where necessary Program / Project Specific: TCI Hospital will continue to seek opportunities for public engagement around the design of, or improvement to, operations, programs and service areas that are project or site specific
COMMUNITY ENGAGEMENT SEEKS TO INFORM, CONSULT, INVOLVE, COLLABORATE AND EMPOWER
WHAT WE MEAN:
Patient Satisfaction Surveys – Paper-based surveys are issued to patients across departments at different points within their care journey to provide feedback on the service utilised Patients can also scan the surveys via QR codes available via tent cards in the inpatient rooms to reduce the touch points associated with paper and improve efficiency Kiosk surveys may be re- explored in the future, post pandemic
Concerns, Complaints and compliments forms/boxes – Forms and drop boxes are made available in reception areas for patients to provide feedback on their experience
Community Advisory Committee – A standing committee of 10 representatives from the community provides advice on internal projects under development at the TCI Hospital Adhoc forums and focus groups with patients and families are also used
Adhoc Community focus groups/Citizens Panels –Special focus groups and consultation sessions are held as needed to review hospital policies and programs
MyCareMatters Survey – A periodic survey referred to as “MyCareMatters” launched in 2021 is released to the public to canvass public views on the service
Ward-rounds/Observation- Teams are encouraged to ask patients about their health care experience and any areas for refinement
SUCCESS CRITERIA
'Evaluation must be honest and unbiased; picking only the best results will damage your reputation.’
Success is reached once there is evidence that our processes for improving the patient experience and engagement are reliable with an impact on patient outcomes
STRENGTHENING PATIENT AND PUBLIC ENGAGEMENT
TCIH is committed to encouraging engagement with patients, carers, their relatives, employees and the public
Some specialties and departments have consultations with patient and community focus groups and forums that are working well
TCIH will continue to encourage all specialties and departments to develop a plan to seek and respond to patient feedback, e g through ‘You Said, We Did’ sections on noticeboards
At least one established patient forum or adhoc focus group shall be established per major division: Allied, Nursing and Medical.
NATIONAL COMMUNITY SURVEY
TCIH undertakes a community survey on an annual basis The benchmarks for success based on community feedback are as follows:
85% of patients felt they had a very good experience
To increase year on year the number of questions where the TCIH is awarded the equivalent of ‘about the same’ or ‘better’ rankings
COMPLAINTS
Maintenance of a patient complaint rate of <5% of total attendance
90% of formal complaints in every division are acknowledged in 3 working days
90% of complaints in every division are responded to within 20 working days or within a timescale agreed by the complainant
Themes in complaints are reported to the Quality Risk and Patient Safety Committee along with the improvement actions taken in response
COMPLIMENTS
The TCIH will keep a record of all written letters addressed to the hospital or department complimenting a member of staff or team, which is shared with the Quality Risk and Patient Safety (QRPS) Department
A copy of the compliment letter will be sent to the respective individual/department by QRPS.
IN-HOSPITAL PATIENT SURVEYS
In-hospital patient surveys are undertaken in clinical and episodic areas The results should reflect a measurable increase in the following areas:
% persons rating services as excellent or any directly associated themes
% persons rating services as satisfactory or any directly associated themes.
PERFORMANCE MONITORING
The TCI Hospital Communications Plan 2024-2027 will be evaluated through a series of methods including community receptiveness/response, media impressions and other factors. The success and lessons learned during the implementation process will be noted for future planning Specific performance measurement tactics are listed below:
Internal meetings will be held with the Chief Executive Officer to examine the progress of the plan.
A monthly public relations report on recent and/or upcoming initiatives will continue to be given during managers meeting Communications will also be included as a component during town hall meetings
A public relations, marketing and communications tracker log will continue to be maintained to document activities each month along with a summary report at the end of each year.
Anecdotes and behavioural changes will be monitored through interactions with target groups such as patients in an effort to gauge the effectiveness of the intended message and tactics
An archive of video and print publications such as newspaper clippings and/or video stories published on mainstream media will be maintained to monitor the frequency, accuracy and effectiveness of media reporting on TCI Hospital initiatives and press releases
Social Media/Website Analytics shall be used to gather data related to reach, interactions and social media insights
SNAPCOM metrics shall be used to gauge the effectiveness of messages sent via this medium and the number of employees who engage these messages.
Attendance data will be collated during health booths in the community with sign-in sheets requesting signatures from participants to monitor reach
Feedback from patient satisfaction surveys will be evaluated along with client feedback/complaint reports produced by the Quality, Risk & Patient Safety Manager to examine any increase or decrease incertain types of complaints
Feedback received from Staff Communication Survey’s will be assessed to gauge the effectiveness of internal strategies in meeting the objectives
Attendance and number and types of recommendations given by community members during patient and family adhoc focus groups will be monitored
Existing research shall be utilised to review the effectiveness of communication efforts and learn about contributing factors to successful campaigns
Specific success criteria are outlined in the previous section to ensure clearly defined targets and approaches are used to evaluate the effectiveness of communications strategies
INTERHEALTH CANADA - TCI HOSPITAL COMMUNICATIONS PLAN 2021-2024 IMPLEMENTATION
DOCUMENT INFORMATION
This document is owned by the Public Relations and Marketing Department.
AUTHORIZATION
Endorsed by:-
Dr. Denise Braithwaite Tennant
Chief Executive Officer
InterHealth Canada TCI Hospital
Denise Braithwaite -Tennant
9 /010 / 2024
Takara Bain Public Relations and Marketing Manager
Takara Bain
9/10/2024
Approved by:-
George Commander Chair
InterHealth Canada Board
George Commander
9/ 10 / 2024
REVIEW STRATEGY
There shall be regular ongoing reviews of this document at Board of Director, Senior Management, Departmental and Community Advisory Committee Meetings with formal reviews to ensure continued alignment with Mission, Vision and Values, strategic priorities, and plan performance at year 1 and 2 of the plan.
A final review shall be conducted by year 3 of the plan and by 31st March 2027.