Lessons Learned

  • Drills had prepared us well for clinical excellence. While we were well-equipped to deliver outstanding patient care, we struggled to meet the needs of the families and friends who turned to our team for answers and access, comfort and consolation.


  • The HICS team is intentionally secluded from the field. However, during a time of crisis, what the team needed most was a trusted liaison directly interfacing with them. This person is vitally important to conveying accurate, first-hand information to those in incident command.


  • Implementing a process for families and friends to submit photos of their loved ones proved beneficial to our team as they worked urgently to identify patients.