Crisis Communications Done Right

PA hospital quickly addresses patient complaint, sends well-crafted note to media. Everybody’s happy. Fom WNEP website, under “Expensive Sprained Ankle.”

Lock Haven Hospital Marketing and Public Relations Director Jeffrey Johns e-mailed the following written statement on behalf of the hospital: “Thank you for bringing this issue to our attention. At Lock Haven Hospital, our goal is to provide patients with high-quality care and the best possible hospital experience, from registration through discharge and billing. Unfortunately, in this case, there was a billing error, which was not immediately resolved. We have made the necessary corrections and we have apologized to our patient for the mistake.”

See it at:,0,117860.story

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