Evaluation of Communication Methods in the Crisis Management plan of Kenyatta National Hospital

ABSTRACT: This study evaluatedthe Communication Methods in the Crisis Management Plan of Kenyatta National Hospital(KNH).Many hospitals have challenges in mitigating crises because of inadequate and untimely communication. For this reason, many have suffered reputation loss and service disruptions due to public uproar. This study helped to determine how much communication methodsin the Crisis Management Plan, are effective in crisis management. Case study design was used for this research. Key informants were selected using purposive sampling. Data collection methods were in-depth interviews and document analysis of both the Crisis Management Plan and Crisis Communication Plan of KNH.The key finding made following the evaluation of presented facts, is that as much as there is a Crisis Management Plan at KNH, a Marketing & Communication department, the CEO as the spokesperson, there is a deficiency in the communication methods applied during crises, leading to uncoordinated and slow crisis communication approach. The recommendations were thus to have a more comprehensive Crisis Management Plan for quick action, to utilize theJoint Operation Centre and the intranet and also mobile telephony for instant messaging which will aid prompt communication.

Key words:Crisis, Crisis Communication, Crisis Management