Hurricane preparedness: Current procedures at Blue Cross Blue Shield of Florida

Abstract

This paper discusses experience, methodology and recommendations for successful business continuity and disaster recovery planning for health care organisations. Hurricanes, tornadoes and other natural disasters are a regular occurrence in Florida. Low-lying coastal areas are at increased risk, with populations in inland areas as far as 200–300 miles with potential to suffer heavy damage. This case study shows how one institution, Blue Cross Blue Shield of Florida, provides and maintains emergency response plans for critical functions, services or processes before, during and after a disaster, in support of its 8.3 million customers, its stakeholders and colleagues such as providers and vendors. Even though modern tracking gives fair warning regarding hurricanes, the use of specific and tested emergency response planning is critical to allow business continuity decision-making well before disaster strikes. This study examines how functional units within a health care organisation can plan and prepare to protect the public who depend on their services and resources, as well as minimise the risk to employees and business stakeholders. Coordination of a Contingency Response Team (within the functional units) and an Enterprise Operations Centre must be well managed to minimise adverse customer service disruptions and at the same time minimise impact to the company. Decision making and communications are strictly organised to protect stakeholders, make temporary business rule changes, allow for alternative business processes and handle benefit decisions, following methodology known, tested and used in past scenarios. In summary, the paper explores key points to achieve active and engaged business continuity in the face of natural disasters — (1) planning & coordination, (2) monitoring, (3) response/activation and (4) recovery.