Pic via Mike Stone/Getty Images
Late yesterday, a writer at Reuters responded to the news that Texas Health Presbyterian Hospital had hired Burson-Marsteller with some very healthy skepticism…directed not at the firm but at its client.
Steven Brill, founder of both Court TV and American Lawyer magazine, notes that hospitals are generally “terrible at dealing with the media,” and he has some not-quite-friendly suggestions.
His basic points:
- While most of the public has good impressions of hospitals, most don’t realize that this one and its executives make a lot of money, that very little of its revenue (1.3 percent) comes from charity, and that it is “among the most successful businesses in northern Texas”
- No one seems to know whether a quality-control committee reviews the number of patients who contract infections — Ebola or otherwise
- The hospital’s position on nonpayment (which obviously applied to the late, uninsured Ebola patient Thomas Harris Duncan, who was sent home after his first trip to the emergency room) has not been made clear
Brill’s suggestion is that “we’re sorry; mistakes were made” statements can only do so much and that Texas Health will have to go far beyond playing basic defense. He even encourages reporters to seek out hospital employees who will address these issues if the organization’s designated spokespeople do not.
We doubt the org will be so open, but for the record we hope journalists on the scene take his advice. Millions of people will be watching.