Leadership Lessons in Crisis Management: A Case Study in Hospital Incident Command System in Response to Ebola Virus Disease

Abstract

This article reviews the leadership lessons related to crisis management. A 402-bed licensed Level I academic trauma hospital was given eight hours notice to prepare to receive a patient under investigation for Ebola virus disease. The patient, who was returning to the United States from Uganda with fever, was referred to our hospital at the recommendation of the local city department of public health in consultation with the CDC. The leadership team set up a hospital incident command system and quickly put up a containment area in our emergency department. The leadership team applied Kotter’s eight-step change management model to help manage through the crisis. Emphasis was placed on using safety huddles and ensuring communication across the organization, led by the hospital incident command. Leadership was able to ensure accountability, efficiency, and the desired outcome by ensuring standard work, communicating across the organization, and engaging with the employees. The teams were successful: we ultimately were able to ensure the safety of the patient, healthcare workers, and the community while minimizing panic.