CASE STUDY

Breaking News: Managing a Hospital Closure Amid a Media Storm

THE CLIENT CHALLENGE

A nationally recognized non-profit health system was preparing to shutter a major hospital and affiliated clinics in a metropolitan area

Given the significance of the facilities, including one of the area’s two Level 1 trauma centers, leadership had invested months with Jarrard meticulously planning the announcement for a smooth and well-coordinated rollout.

The day before the planned announcement, a local news outlet leaked the story, triggering an immediate crisis. The organization faced an influx of media inquiries, intense public backlash and political scrutiny—despite months of behind-the-scenes coordination with elected officials who now distanced themselves from the decision.

THE SOLUTION

Fortunately, Jarrard was on hand, had prepared for such a scenario and sprung immediately into action. Specifically, we:

  • Established a 24/7 crisis response team, ensuring media monitoring and reporting every morning, midday and evening with a 25-person team, rotating in five-hour shifts.
  • Managed over 150 media inquiries, with a rigorous vetting process between the health system and media outlets.
  • Produced over 60 media monitoring reports in just one month, keeping leadership informed of public sentiment and shifting narratives.
  • Developed an extensive suite of communications materials, including media statements, patient notifications, internal memos and an op-ed from the CEO.
  • Proactively engaged elected officials during a high-stakes election cycle, drafting community letters and ensuring strategic communications.

150

Media inquiries addressed

60+

Media monitoring reports delivered over 30 days

21

Materials drafted for the announcement cascade

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