Tickets & Approvals | On-Call/After Hours | Content | Other



Ticketing System (Zendesk/WebQ)

  • All website contacts (marketing directors, VPs, ASD admins, etc.) have been instructed to use https://hcawebq.com for all emergency related updates. However, they may reach out to us via support@webq.zendesk.com, regular email, phone, or text. Be prepared to serve regardless of the communication channel.
  • Emergency, hurricane and storm related tickets and tasks take priority over all other requests and work.
  • Emergency Alert and Storm Update tickets have been added as red buttons in the Quick Links and Top Ticket menus in Zendesk, so we may better serve our marketing teams and prioritize storm related tickets.
  • The Storm Updates ticket is new and we've asked our marketing teams to be as specific as possible when entering their requests using this ticket type.

Approval Process

All emergency communications are centralized for each division, except where noted below. Ensure permission has been obtained for the request (or is coming directly) from the contact listed below before updating hospital and ASD websites.

Division Contact(s) Hospital ASD
Capital TBD Division Approval Required Not Required
East Florida Peter Jude Division Approval Required Not Required
Gulf Coast TBD Division Approval Required Not Required
Mid America TBD Division Approval Required Not Required
North Florida Lori Modafferi Division Approval Required Not Required
South Atlantic Karen Nelson Division Approval Required Not Required
West Florida J.C. Sadler Division Approval Required Not Required


On-Call/After Hours Procedures

When working on-call shifts or after normal business hours, please adhere to the following policies:

  • Primary: Staff assigned to the primary role are responsible for monitoring their text notfications and remaining close to their computer in order to complete ticket updates within ~30 minutes of submission
  • Secondary: Staff assigned to the secondary role are responsible for monitoring their phones for messages from the primary
  • In the event a primary is unable to complete ticket submissions (i.e. power outage, Internet problems, network connectivity issues, etc.), or they become inundated with ticket requests, they should contact the secondary for assistance.
  • If unable to reach the secondary, then contact staff in the following order:
# Staff Member Work Cell
1 Melissa Kvetko (941) 624-8905 (941) 815-1136
2 Heidi Henline (615) 483-5121 (615) 598-1675
3 Tyler Bennett (615) 344-6174 (931) 636-8135
4 Chris Griffith (615) 344-6017 (615) 430-9656
5 Deborah Long (615) 344-6154 (615) 268-9119

Zendesk Text Notifications

During on-call/after hours shifts, text notifications are enabled for the primary and secondary contacts.

  • We implement Zapier for our text notification system and upgrade to the Professional Plan during emergencies.
  • When text notifications are enabled, they will come every five minutes if a new ticket has been submitted during that period.
  • We are allowed 50 zaps total on our account, which is the number of on-call times we are able to setup.
  • We are allowed 15,000 tasks per month, which is the number of text messages we are allowed to send.


Content

Emergency Alerts

This is the colored bar that goes across the top of our websites when enabled. It consists of an icon, color, title, description and link(s). All sites are preloaded with an unpublished emergency alert for quick deployment.

In order to make reporting on the status of facility alerts easier, we created an emergency alert report. This displays each facility within the divisions we support, along with their current alert message.

View Emergency Alerts Report

Purpose/Status Color Content

Division

All division sites use this message to present the varied statuses of their locations in one place.

Green

Icon: icon-weather-tropical-storm
Title: HCA <DIVISION> HOSPITAL STATUSES VARY
Desc: Click here to find the status of each location.
Link to: Division emergency page

Hospital

Hospital sites use this message for normal operations.

Green

Icon: icon-weather-tropical-storm
Title: OPEN
Desc: <HOSPITAL> is open and caring for patients.
Link to: No link required.

Hospital

Hospital sites use this message for lockdown situations where entry to facility is limited or monitored.
This can be used in situations where a hospital is only seeing emergencies.
Keep in mind that all electives have been cancelled which means only the ER is open.
This is often used to prevent people using the hospital as a shelter.

Green

Icon: icon-weather-tropical-storm
Title: OPEN WITH VISITOR RESTRICTIONS
Desc: <HOSPITAL> is open. Visitation policies are limited.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes details about visitation policies

Hospital

Hospital sites use this message for facilities that have had partial evacuations.

Green

Icon: icon-weather-tropical-storm
Title: OPEN
Desc: <HOSPITAL> is open and has transferred our sickest patients.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes patient reunification number

Hospital

Hospital sites use this message
during normal operations when PBX has gone down and emergency PBX has been established - may
need to combine with other messages if operations are not "normal."

Green

Icon: icon-weather-tropical-storm
Title: OPEN
Desc: All inquiries please call xxx-xxx-xxxx.
Link to: No link required.

Hospital

This can be used in situations where a hospital is under lockdown and only seeing emergencies.

Yellow

Icon: icon-weather-tropical-storm
Title: OPEN FOR EMERGENCIES ONLY
Desc: Open and serving current and emergency patients only.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes details about conditions of limited services

Hospital

This can be used in situations where a hospital is under lockdown and is not receiving any new patients, including through the ER.

Yellow

Icon: icon-weather-tropical-storm
Title: OPEN WITH RESTRICTIONS
Desc: Serving current patients only; will reopen as soon as conditions improve.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes details about conditions of limited services

Hospital

For hospitals in the process of evacuating ALL patients.

Red

Icon: icon-weather-tropical-storm
Title: EVACUATING
Desc: <HOSPITAL> has suspended all services and is evacuating patients.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes details about evacuation and patient reunification number

Hospital

For hospitals that have completed a full evacuation.

Red

Icon: icon-weather-tropical-storm
Title: CURRENTLY CLOSED
Desc: <HOSPITAL> has suspended all services and has evacuated patients.
Link to: English and Spanish hospital emergency pages using "Read more" and "En espanol"- includes details about evacuation, closing details and patient reunification number

Homepage Banners

These are the static or rotating image(s) that reside below the quick links on our websites. They consist of an image, title, description and link(s). All sites are preloaded with an unpublished emergency banner for quick deployment.

The following procedures should be used for homepage banners, unless otherwise specified:

Feature Content
Image: Empathy Hands
Title: <EVENT> Updates
Description:

During a hurricane or emergency, it’s important to stay informed.

OR

Pulling together for our patients and communities.

Button Text: Learn More
Link: /health-info/hurricane-preparedness/

Note: When the emergency banner is added, all other banners should be unpublished.

Hurricane Prep Content

All sites are preloaded with three published hurricane preparedness pages. The global content may be used or a facility may customize the content.

  • Hurricane Resources: /health-info/hurricane-preparedness/
  • How to Prepare: /health-info/hurricane-preparedness/how-should-i-prepare-for-a-hurricane.dot
  • How to Recover: /health-info/hurricane-preparedness/the-aftermath-how-to-recover-from-a-hurricane.dot

Interior Page Alert

We also offer our interior page alert widget, which enables custom messages to be placed on the main hurricane prep page without altering the global content.

Interior Page Alert - Snippet Generator

Division Status Cards

Facility status tables have been published on all division hurricane main pages, except for South Atlantic. South Atlantic's may quickly be deployed by uncommenting the code in the webpage content at the top of the page.



Other

  • Code Ready Removal: At the request of our marketing VPs, the Code Ready footer links and interior page blurbs have been removed on EFD, MTN, NFD, SATL, TS and WFD.
  • ERWT Removal: Wait times should ONLY be removed from websites if the hospital ER is closed because they will show 0 min. Avoid turning off the entire RSS feed*. Division leadership should coordinate with division IT team to remove the wait time from the websites.
  • PSG Website Content: Content has been placed on the division websites to be used in the alert banners for PSG websites. Do not unpublish this content. An example may be viewed on East Florida.
  • Search Results & URL to Content: Make sure custom hurricane content uses an appropriate title and includes the URL to content, as this determines how and if the content will appear in search results. An example may be viewed on West Florida.

*The wait time RSS feed to the billboards may need to be taken down if the vinyls are removed. In that instance, marketing VP’s should also coordinate with division IT and their PHM team.