Stillwater Plasma Center
Dondre Daniels & Rachelle Gardner
Table of Contents 1.... About Us 2... Emergency Contacts 3... Aknowledgments 4... Affiliates 6... Key Messages 7... Social Media Reactions 8... News Release 10... Tornado 11... Fire 12... Gas Leak 13... Assault on Staff 14... Patient Discomfort 15... Bodily Fluids Spill 16... CCP Control Room
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About Us For over 25 years, BPL has been a leader in the plasma industry. We are recognized both in the United States and in other countries for the consistently high quality of product we provide to pharmaceutical companies around the globe. BPL Plasma, Inc. is a subsidiary of Bio Products Laboratory Ltd, who manufactures a wide range of plasma products. Located in Elstree, near London (UK), we are committed to research and development to maintain a key position in a constantly changing market in the 21st century. BPL has 33 plasma centers throughout the United States. All of our plasma centers are FDA regulated and follow all industry guidelines. We pride ourselves on operating modern plasma facilities staffed with trained and friendly personnel. Stillwater is one of few locations in the nation that is operates a BPL Plasma Center. A Crisis Communications Plan is vital to this establishment for numerous reasons. One, when dealing with medical procedures and equipment, it is always more than neccesary to have a plan in case of an incident. Another reason is because Stillwater has such a high traffic of residents and guests. The town is typically busy due to the college campus events and students, so it it best to be able to maintain a reputable and respected reputation to such a large audience. The center is also on one of the busiest streets in the small town, so being aware and ready to deal with problems can help prevent any negative harm to the company image.
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Emergency Contacts In the event on an emergency at the Stillwater, OK BPL Plasma Center Location, use is information regarding whom to contact: Stillwater Medical Center (405) 372-1480 1323 w 6th Ave. Stillwater, OK 74074 LifeNet Medical Emergency Services (405) 707-0007 2201 N Boomer Rd. Stillwater, OK 74075 Stillwater Fire Department (405)372-4767 Fire Station #2 600 W. University Ave. Stillwater, OK 74074 City of Stillwater (405) 372-0025 723 S. Lewis St. in Downtown Stillwater Stillwater, OK 74076 BPL Corporate Headquarters 302 E. Pettigrew Street, Suite C-190 Durham, NC 27701 919-354-8405
Stilwatter Electric Distribution SEU Administrative Office is located at 411 E. 3rd Ave. Administration Office: (405) 742-8230 24-Hour Assistance: (405) 372-3292 Utility Customer Service: (405) 742-8250 City of Stillwater Police Department (405) 372-4171 701 S Lewis St, Stillwater, OK 74074 Perkins Journal Michelle Charles 222 N. Main PO Box 667 Perkins, OK 74059 (405) 547-2411 mcharles@thejournalok.com Stillwater NewsPress Jill Hunt Advertising manager (405) 372-5000 Ext. 264 advmgr@stwnewspress.com
Oklahoma Natural Gas (800) 664-5463 2
Acknowledgements If you have any questions, comments or concerns regarding this crisis communicatios plan, please feel free to contact either:
Dondre’ Daniels
(918) 409-6797 dondre.c.daniels@okstate.edu
Rachelle Gardner
(469) 525-6136 rachelle.e.gardner@okstate.edu
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BPL Stillwater Plasma Center Affiliates In the event on an emergency at the Stillwater, OK BPL Plasma Center Location, here is a list of people to which you can contact proffessionally: Mark Webster BPL CEO BPL Corporate Headquarters 302 E. Pettigrew Street, Suite C-190 Durham, NC 27701 919-354-8405 Rob Jones BPL FD BPL Corporate Headquarters 302 E. Pettigrew Street, Suite C-190 Durham, NC 27701 919-354-8405
Eric Vick BPL EVP and Commercial Director BPL Corporate Headquarters 302 E. Pettigrew Street, Suite C-190 Durham, NC 27701 919-354-8405
Mark Hiner Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 mhiner@bplplasma.com Ryan Robins Assisstant Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 ryanrobbinsstillwater@bplplasma.com
KC Grubbs Assisstant Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 kcgrubbsstillwater@bplplasma.com
Bryce Moody Medical Supervisor BPL Stillwater Medical Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 brycemoodystillwater@bplplasma.com
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Key Messages In the event of a crisis, please convey the following messages in a timely manner:
Key Publics:
Internal - Clients of BPL Stillwater Plasma Center - The Stillwater Community - Stillwater emergency services - Businesses on Washington Street - BPL Headquarters
Key Points:
- Report the number and extensiveness of injuries with facts and honesty. - Note the business will be assessing the damage immediately. - Employees will alert the media when we are back to regular business hours.
- Reasure protocal and safety procedures are being actively implimented. - Thanks clients for concern, support and patience.
Receptionist Statements:
“Hi thank you for calling the BPL Stillwater Plasma Center. Today we are experiencing ________. We apologize for any inconveince this may cause you. Our staff is working diligently to manage the crisis. Our facility will be open to the pucblic on _____ during regular business hours. Thank you for your patience and understanding.�
Spokesperson
Be sure the spokesperson is prepared, calm and equipped before making any statements. For all extensive purposes, Mark Hiner will be the primary spokesperson for all Stillwater Plasma Center crisis. If he is unable to speak, either of the assitant managers will fill in for his place.
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Social Media Reactions In the event of a crisis, please convey the following messages in a timely manner:
“Today at BPL Stillwater Plasma Center, we experieced a/an ________. Fortunately, no clients were injured in the event. Our staff and company would like to thank the Stillwater community for all of the cooperation and support. We will notify the public as procedures are taken throughout the remainder of the day. Thank you for patience and understanding.” “Today at BPL Stillwater Plasma Center, we experieced a/an ________. Unfortunately, (report injuries due to the event). Our staff and company would like to thank the Stillwater community for all of the cooperation and support. We will notify the public as procedures are taken throughout the remainder of the day. Thank you for patience and understanding.”
“Today at the Stillwater Plasma Center a ______ occurred. We appreciate your concern & will notify you when we get back to regular business.” “We will be answering all questions and concerns through all social media channels, phone calls and emails for the remainder of the day.” “BPL Stillwater Plasma Center would like to thank the community for all of the support and patience during this time.” “Our team is working diligently to clean our facility after the ____ that occurred today. We will notify the area when we will reopen.” 7
News Release Template News Release Month. Day, Year FOR IMMEDIATE RELEASE
Contact Information: Mark Hiner, Manager Phone: (405) 743-3012 Email:mhiner@bplplasma.com
Recently Suffered from (state crisis) Assessing the Damages STILLWATER/OK. - Begin with a consice sentence that grabs the reader’s attention. Then expand, but only reach 2-3 sentences in the first paragraph. Expand upon the body copy into brief paragraphs, making it easier on the eyes. Be sure to include a quote. Answer the basic Who, What, When, Where, Why and How questions and address and concerns. Continue to explain the event with factual and newsworthy. Keep sentences short, simple and to the point. Be sure to avoid repetition and redundances, because news releases are supposed to be consice and easy to read. Include contact information regarding who to contact for further information.
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Tornado Procedures In the event of a tornado: 1. Begin by unhooking all patients from the plasma machines 2. Have everyone head towards the far east side of the building in a calm and orderly fashion (The far east wall is solid concrete and is the farthest from both windows, doors and the street). 3. Sit in the proper position if capable:
4. After the threat has passed, check for broken glass, equipment and injuries.
Contact: In the event of injury, please contact the following:
LifeNet Medical Emergency Services (405) 707-0007 2201 N Boomer Rd. Stillwater, OK 74075 Stillwater Medical Center (405) 372-1480 1323 w 6th Ave. Stillwater, OK 74074 Stillwater Fire Department (405)372-4767 Fire Station #2 600 W. University Ave. Stillwater, OK 74074
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Fire Procedures In the event of a fire: 1. Begin by unhooking all patients from the plasma machines and contact the local Stillwater fire department 2. Have everyone in evactuate the building immediately If there is smoke, have everyone follow the “STOP, DROP and ROLL� technique
3. Once evacuated, have everyone walk to the oppossing side of Washington St. 4. Alert surrounding buildings of the fire. 5. After the threat has passed, check for broken glass, equipment and injuries.
Contact: In the event of injury, please contact the following:
LifeNet Medical Emergency Services (405) 707-0007 2201 N Boomer Rd. Stillwater, OK 74075 Stillwater Medical Center (405) 372-1480 1323 w 6th Ave. Stillwater, OK 74074 Stillwater Fire Department (405)372-4767 Fire Station #2 600 W. University Ave. Stillwater, OK 74074
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Procedures
Gas Leak
In the event of a gas leak in the building: 1. Unhook all clients from plasma machines 2. Call the Oklahoma Natural Gas 3. Evacuate all clients 4. Turn off all electrical lights and unplug all cords 5. Remain at a safe distance from the building 6. Notify surrounding businesses of the crisis
Oklahoma Natural Gas (800) 664-5463
Contact: In the event of injury, please contact the following:
LifeNet Medical Emergency Services (405) 707-0007 2201 N Boomer Rd. Stillwater, OK 74075 Stillwater Fire Department (405)372-4767 Fire Station #2 600 W. University Ave. Stillwater, OK 74074
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Assault on Staff Procedures In the event of confrontation with an upset client: 1. Remain calm and in control of situation 2. Restate the donating rules/policies: - You cannot donate more than twice within a 7 day period. - If you do not pass the physical, you are not allowed to donate. - If you have gotten a tattoo or new piercing within the last month, you may not donate - Unless you have a signature/approval from the artist regarding sterilization - You must have a physical within the last year - You cannot donate if you have an allergy to iodine 3. Notify the manager 4. If the sitatuion escalates, ask them to leave the premises 5. If it continues to escalate, notify the local police
Contact: In the event of injury, please contact the following: City of Stillwater Police Department (405) 372-4171 701 S Lewis St, Stillwater, OK 74074 Mark Hiner Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 mhiner@bplplasma.com
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Procedures
Patient Discomfort
In the event of - Fainting/Dizziness 1. Check vital signs 2. Provide and abundance of water - Excessive bleeding 1. Unhook the patient from the machine 2. Apply pressure to affected area to stop the bleeding 3. Provide water - Pain/Bruising 1. Clarify the level of pain with the patient 2. Check the needle injection site 3. Monitor patient until pain subsides 4. If there are further complications, contact the Stillwater Medical Center - Allergic Reactions 1. Sterilize the affected area 2. If worsens, contact the Stillwater Medical Center
Contact: In the event of injury, please contact the following:
LifeNet Medical Emergency Services (405) 707-0007 2201 N Boomer Rd. Stillwater, OK 74075 Stillwater Medical Center (405) 372-1480 1323 w 6th Ave. Stillwater, OK 74074 Mark Hiner Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 mhiner@bplplasma.com
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Bodily Fluid Spill Procedures 1. Begin by unhooking the patient from the plasma machines. 2. Be sure that all of those involved in the cleaning process are wearing disposable gloves. 3. Store soiled items in a plastic bag. 4. Bleach the effected area immediately for sanitary purposes. 5. Take machine out of use for the remainder of the day.
Contact: In the event of injury, please contact the following: Mark Hiner Manager BPL Stillwater Plasma Center 315 S Washington St Stillwater, OK 74074 (405) 743-3012 mhiner@bplplasma.com
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CCP Control Room
In the event of a crisis, have all the employees meet in the storage room to disucess a plan. The storage room is the largest available space and in a secure location in the building. The manager will be in charge of deligating responsibilities amongst his staff and overseeing the execution of crisis plan. The back up office will be the consulting office located to the right of the donating floor. The manager will be in charge of contacting emergency respondents and alerting nearby businesses.
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Plan Developed by Dondre Daniels & Rachelle Gardner 18