Social Media and Crisis Care Principles During Pandemics and Disasters: A Consensus Report From a Subgroup of the Task Force for Mass Critical Care.

Abstract

Effective communication and coordination are fundamental determinants of the healthcare system's performance during disasters. Failures in these domains during COVID-19 contributed to disrupted care delivery, strained staff, resource shortages, and adverse patient outcomes. Drawing on pandemic lessons, the Task Force for Mass Critical Care (TFMCC) conducted a comprehensive assessment of peer-reviewed literature, gray sources, and firsthand experience using a modified Delphi process to develop consensus-based suggestions to strengthen communication strategies and operational coordination. Methodological frameworks from the World Health Organization and Guidelines International Network-McMaster Guideline Development Checklist for rapid guidelines were merged to establish a consensus development process, integrating evidence synthesized from the literature with expert opinions. The previously described process used a three-round modified Delphi approach to synthesize published evidence, collect anecdotal evidence, and develop suggestions. A total of 147 evidence statements were evaluated, resulting in 22 suggestions substantiated by other supporting literature and anecdotal experiences. The TFMCC identified transparent, timely, and scientifically grounded public communication with proactive engagement through social media as indispensable for information dissemination and misinformation mitigation. Planning and coordination across federal, state, regional, and hospital systems are critical for effective disaster response, which depends on standardized crisis care frameworks, Medical Operations Coordination Centers, and interoperable health information systems enabling real-time situational awareness. Important findings include community engagement, equitable resource allocation, accessible communication strategies, and processes to avoid restrictive visitation policies that can impede surrogate decision-making. Finally, integrating emergency department expertise into hospital incident command and strengthening the "last mile" of supply-chain distribution are necessary to sustain clinical operations. Communication and coordination are core operational priorities during disaster response, emphasizing their impact on patient outcomes, system performance, and public trust. Communication and coordination systems require sustained investments in interorganizational relationships and public engagement.