Communicating about service rationalization

When health systems decide to close or consolidate a service, communication can easily become an afterthought. These service rationalization decisions are both sensitive and time-consuming, leaving executives worried about sharing too much information too soon, and with little time to communicate regardless. Without earlier involvement and transparency, affected site leaders, staff, and communities don’t have the opportunity to contribute or process the change. As a result, they resent the choice and disengage from the transition process, undermining the rationalization effort’s original goals.

Communication should be core to the decision-making process. For a smoother transition to a new system distribution, engage local leaders as early as possible and be open about evaluating changes.