Table 1

Timeline of events and actions during and in the aftermath of the hospital crisis with the Middle East respiratory coronavirus (MERS-CoV) outbreak in the summer of 2015

	Phase	Events
10–18 August 2015	Crisis is mounting		Cases of MERS-CoV increase in an alarming rate.
18 August 2015	Closing the hospital	Hospital closure.	Closure of the hospital services except chemotherapy and anticoagulation clinics, haemodialysis unit and intensive care units. Transfer of non-MERS-CoV patients to other hospitals. Mobilising medical and nursing teams to manage patients in other hospitals.
		Creation of a ‘crisis management team’.	This team functioned as a Command Centre chaired by the medical director to coordinate the overall response to the emergency.
		Consultation with external organisations.	Connecting with local and international healthcare organisations with experience in crisis management and transformation.
		Internal communication plan.	Establishment of an internal communication plan to be implemented throughout the phases of the crisis. This included using weekly and as-needed email bulletins, posters, an online portal and frequent site visits by senior management.
		External communication plan.	Establishment of an external communication plan to be implemented throughout the phases of the crisis. This plan emphasised a transparent and constructive account of the actions taken. The plan included communication with relevant public healthcare authorities.
		Communication plan with the media and the public.	Media updates. Establishment of a call centre for patients.
		Building confidence.	Thanking the staff. Seeking out for staff support. Gathering feedback from staff and patients.
Starting 29 September 2015	Phase 2: crisis resolution	Reopening the hospital.	Reopening of outpatient clinics on 29 September 2015. Reopening of inpatient wards on 4 October 2015.
Starting 29 September 2015	Phase 2: crisis resolution	Establishing a transformation plan.	Creating urgency for transformation. Engaging the middle management. Overcoming resistance to change. No time to relax.