Healthcare Security Services: The New Normal?

Has Covid-19 changed how security services will function in the future? Absolutely, or at least it should. Covid-19 has shown us that we need to be more prepared to manage an unforeseen emergent event.

So how should security services change to ensure readiness for the next emergent event? You would think that readiness would rely on staff training and drilling. You are half right. Preparing for the next Covid-19 type event requires the assessment of new risks developed as a result of Covid-19, like civil unrest, bomb threats and worker demonstrations. Redesigning current programs and revising or re-creating new processes for security staff response.

The revision of new processes and protocols also means the re-evaluation of staffing, programs and of course technology. Given the financial outlook for healthcare in the Covid-19 world, financing more staff and new technology may be a challenge. The “New Normal” means changing our behavior to look more long-term, to better speak the language of the C-Suite and better understand the technology that is available to help provide security services. The “New Normal” means developing and implementing a strategic plan. Synchronizing security manpower, space, technology and programs into the organizations goals and objectives while mapping out a long-term plan for the implementation of security services. Changes to services that have resulted from Covid-19 and the preparation necessary to better handle the next emergent event.

After 9/11 many companies produced and sold security devices that today never worked or were turned off because they were unnecessary to begin with. Many security directors were embarrassed by the expenditure of corporate dollars for product that were ineffective. That is why it is important for healthcare security directors to learn about new technology, or at the very least hire an expert or speak to a peer to help evaluate technology before you purchase. With dollars at a potential premium the purchase of new security technology can make or break a security career.   

Training of security staff plays a major role in the “New Normal.” As far as training is concerned, training and drilling need to be continuous. A process that constantly trains staff and annually reassesses emergent response risks. Adjusting the response program as needed and ensuring that all security staff know their role and are competent in response protocols.

The “New Normal” means reaching out to peers and experts to obtain additional resources and experience in the development and implementation of response systems and processes. Talking to and utilizing persons who have experienced emergent events specific to those that are being evaluated. For example, utilizing resources from mid-west experts for tornado response in the northeast. Prior to Covid-19 the use of benchmarking and consultative resources was minimal. It is time for healthcare security directors to reach out to experts in the field that can partner with them and work together to provide the best results in responding to emergent events. From workplace violence to hurricane preparedness and response, there are many peers and experts out there that have experienced first-hand disaster scenarios and can support in developing processes and response protocols for your organization. Given the events of the past few months, it is worth re-evaluating past practices and look to reform practices by reaching out for peer and expert resources.

It’s time we talk openly about how to best respond to emergent events and provide better care for our patients and visitors.

What do you think? Do we need to change how we respond to emergent events?