Mary is a member of the support staff for Community Health Centers of Lane County who has answered 45 phone calls by 10:11 am from patients sharing long stories. One call is from Miguel, a migrant farm worker without insurance who needs to see a doctor. Mary schedules his appointment but seems frustrated and doesn't provide directions, so Miguel hopes to make the appointment. The document outlines a public relations plan with the main goal of CHCLC being a leader in quality care by improving the patient experience, with target audiences of patients, support staff, and clinics. The plan includes objectives of providing welcome materials for support staff and refreshments and magazines in clinics to make patients feel more comfortable.

1. A Public Relations Plan for Community Health Centers of Lane County February 5, 2008

2. This is Mary

3. Mary is a member of CHCLC’s support staff

4. Mary is exhausted

5. She has already answered 45 calls this morning

6. It’s only 10:11 a.m.

7. And the phones won’t stop ringing

8. With each new call

9. The patients’ stories get longer

10. And Mary becomes frustrated

11. Because all she wants to do is schedule their appointment

12. Not hear what they ate for breakfast

13. This is Miguel

14. Miguel is a migrant farm worker

15. He doesn’t have health insurance

16. Or a lot of money

17. Miguel needs to see the doctor

18. And heard from a coworker that CHCLC treats people with no insurance or a lot of money

19. So he calls CHCLC and gets a hold of Mary

20. Mary is a bit short with Miguel

21. And doesn’t make him feel welcome

22. But Miguel gets his appointment scheduled

23. It’s at the Churchill School Health Center

24. Miguel didn’t get directions from Mary

25. And hopes he makes it to his appointment

26. So he can feel better

27. The Situation

28. New patients Payer sources Multiple clinics

29. Main Goal

30. For CHCLC to be a leader in providing quality care to the community by adding value to the patient experience.

31. Target Audiences

32. Patients Support staff Clinics

33. Key Deliverables

34. Dialogue kit Written standards Kit launch with management Objective #1: Support Staff

35. Welcome bag Donated materials Brochures and collateral Objective #2: New Patients

36. Comment box Refreshments Sanitizer and tissues Magazine racks Objective #3: Clinics

37. Timeline

38. Feb. 22 Feb. 15 Feb. 29

39. Thank you