Intro -- Acknowledgments -- About the Authors -- About Coker Group -- Preface -- Chapter 1 -- What Is a "Crisis?" -- Definition of Crisis -- Characteristics of Crises -- Elements of a Crisis -- Summary -- Resources -- Chapter 2 -- Preparation and Planning -- Business Continuation Planning -- Personal and Family Preparedness -- Assessing Organization Vulnerability2 -- Developing a Preparedness Plan -- Medical Emergencies -- Environmental Emergencies -- Violence-Related Emergencies -- Summary -- Resources -- Chapter 3 -- Day-to-Day Crisis Management -- Actions to Take Before a Disaster. Office Policies and Training -- Dealing with a Crisis and Its Ongoing Management -- Summary -- Resources -- Chapter 4 -- Communication Techniques During and After the Crisis -- Ensure the Message Is Clear -- Infuse Humanity -- Build Trust -- Be a Moral Authority -- Control Your Emotions -- Summary -- Chapter 5 -- Leadership in Crisis Management -- Qualities of Effective Leaders -- Vision for the Future -- Decisiveness -- Effective Communication -- Moral Authority -- Management Principles for Administrative and Physician Leaders -- Summary -- Resources -- Chapter 6 -- Crisis Mitigation Minimizing the Potential Impact of a Crisis -- Awareness -- Education -- Preparedness -- Prediction and Warning Systems -- Conclusions -- The Role of Incident Management -- Enabling a Rapid Response -- Incident Management Systems -- Incident Command Systems -- Emergency Operations Centers -- Importance of Informed Decision-Making -- Crisis Communication Protocol -- Summary -- Resources -- Chapter 7 -- Financial and Economic Issues -- Do Not Wait Until a Crisis to Prepare -- Liquidity -- Ongoing Monitoring -- Be Prepared to Make the Tough Decisions -- Revenue Stability -- Insurance is Important Tap into Resources -- Be an Opportunist -- Summary -- Chapter 8 -- Operational Crises -- Financial -- Personnel -- Political and Regulatory Factors -- Immediate Safety -- Cultural and Public Unrest -- Strategic and Competitive -- Summary -- Chapter 9 -- Cybersecurity and Crisis Management -- Cybersecurity Breaches on the Rise -- External Attacks -- Insider Threats -- Cybersecurity and Today's Healthcare CIO -- Third-Party Vendors -- Responding to a Breach/Incident -- During an Attack -- After the Attack -- The Impact on Covered Entities -- Summary -- Resources -- Chapter 10 Personnel Considerations -- Crisis Management Planning Team -- Staff Considerations and Planning Decisions -- Regulatory and Legal Considerations When Dealing with Staff -- Other Related Personnel Issues -- Summary -- Chapter 11 -- Legal and Regulatory Response When a Crisis Occurs -- Crisis Defined -- Crisis Management from a Legal Perspective -- Pre-Crisis Planning -- Risk Assessment and Training -- Crisis Response -- Communication Response -- Legal Counsel's Role in a Crisis -- Multi-State Practice Issues -- Newly Issued Regulations and Governmental Guidance/Waivers -- Area-Specific Expertise