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.