Media FAQs

Frequently Asked Questions and Best Practices for Members of the Media

Northern Light Health Marketing and Communications works with media across the state, region and, on occasion, nationally to share compelling stories and information about our organization, patients, skilled providers, and the services and programs we offer. This page provides contact information and guidelines for reporters and other media representatives about things to keep in mind when covering stories.
 
How do I contact Marketing and Communications?
If you require assistance from our team, including after hours or weekends, you may contact us at any time by email at NorthernLightMedia@NorthernLight.org.
 
Do you allow reporters on campus?
Yes, with prior approval, planning, and escort.
However, our providers and staff have very busy schedules and often have greater flexibility when they can do an interview by video, using Teams or Zoom. In this instance, we are often able to assist with video footage and photos for you to use for B-roll in news coverage. 

Should I reach out to someone before I arrive?
Yes, it is required to arrange all interviews in advance. For onsite interviews, it is important for any member of the media to be escorted by a member of the Marketing and Communications team to ensure patient and visitor confidentiality at all times.
 
Do I need to check in with security when I arrive?
Yes, we ask that media check in with security and receive a visitor’s badge when entering buildings and that they wait for their escort to arrive before filming or interviewing.
 
Why do I need to be escorted?
Patient and visitor confidentiality is critical in any healthcare organization. In fact, we are required by law to follow certain procedures to ensure confidentiality, and not just for patients, but for hospital visitors. We are here to make your job easier and coordinate conversations with individuals within the hospital.
 
May I contact a staff member or patient directly?
It is our policy to coordinate media via the Marketing and Communications team to ensure that we protect the privacy of our patients and visitors. We advise members of the media to reach out to us first, regardless of the subject for this reason.
It is our pleasure to help you coordinate interviews with patients who want to share their stories and our staff who care for them. We are here to make your job easier, connecting you with the best subject matter experts available and navigating busy schedules.
 
Where do I find Marketing and Communications when I arrive for an interview?
Unless otherwise directed, a member of the Marketing and Communications team will meet you at the main entrance of the interview location. Where applicable, you will be required to sign in at the security desk before proceeding.
 
Are there designated areas for interviews?
Members of the Marketing and Communications team will work with you to find an appropriate place to conduct interviews, which includes areas acceptable to film and photograph. Patients and visitors must not be visible in the background of any video recording or photo, unless they have granted permission to be part of the interview in progress.
 
Are there quiet hours?
Quiet hours vary by location and we ask that all visitors, including media, be respectful of the need for quiet rest for health and healing. Marketing and Communications will help identify a time and location appropriate for any interview to meet this need.
 
When I call for a patient condition, why do I have to wait for a call back?
We must adhere to strict HIPAA laws and regulations to protect patient confidentiality. It is necessary to confirm that appropriate consent forms have been signed before we can release information about a patient in our care.
This process is repeated each time we receive a call for a patient condition or update on a patient condition. Occasionally a patient or their representative may change their mind to restrict the release of their condition while at the hospital.
 
What do the patient condition terms mean?
Northern Light Health adheres to a standardized, HIPAA compliant protocol when responding to inquiries regarding patient condition. Using simple, one- or two-word descriptions, regarding general patient conditions. Below are guidelines to understanding what the conditions mean, and the conditions under which we must operate to ensure patient confidentiality:

• “NO INFORMATION” – The person is not a patient at one of our hospitals, or we do not have a signed consent allowing for the release of information. Please note we are not able to clarify which situation applies when reporting “No Information.”
• “BEING EVALUATED” – Medical personnel have not yet determined the medical needs of a patient and, therefore, cannot provide a current condition.
• “GOOD” – Patient vital signs are stable and within normal limits; patient may be conscious and comfortable.
• “FAIR” – Vital signs are stable and within normal limits; patient may be conscious but uncomfortable.
• “SERIOUS” – Vital signs may be unstable and not within normal limits; patient is acutely ill.
• “CRITICAL” – Vital signs are unstable and not within normal limits; patient may not be conscious, and prognosis may not be favorable.
• “DECEASED” – We are only able to verify that a patient is deceased if the next of kin/guardian has been notified. Please note we are not able to report cause of death or whether an autopsy is planned.
• “TREATED & RELEASED” – The patient has been treated and released from the hospital.  This is often used with Emergency Department patients who are not formally admitted as a patient.
• “TRANSFERRED” – This patient has been transferred to another medical facility.
• “DISCHARGED” – The person is no longer a patient at one of our facility.

Am I able to do a live video from a Northern Light Health facility?
We ask that you work with our Marketing and Communications team to determine whether or not a live video can be accommodated.
 
Can I interview a patient at a Northern Light Health location?
We are happy to ask a patient who is feeling well enough if they would like to participate in media stories by video or phone call. We require patients and family members who are being cared for by a Northern Light Health facility and want to appear in media stories to sign a written consent. We work together with the patient and their care team to find a time that works well for everyone.
If I have arranged an interview directly with a patient and/or their family receiving care at a Northern Light Health facility, do I still need to contact Northern Light Health?
Any interview conducted at a Northern Light Health facility requires scheduling through our Marketing and Communications team to ensure the privacy of all our patients and visitors.
 
When filming and photographing patients, is there anything I cannot include?
Yes. Potentially sensitive information is all around us. Please avoid patient and family identifiers such as medical bracelets, computer monitors with medical records, dry erase boards in patient rooms, medications, medical charts, and more. Although the Marketing and Communications team will do their best to keep an eye out for these areas to avoid, we ask everyone to be mindful of protecting patient and family information at all times.
 
Is there anything I can do to help protect patients when I’m here?
To prevent the spread of infection, and especially to help our patients with compromised immune systems, please consider wearing a mask if you have any respiratory symptoms and rescheduling if you are ill. Please clean your hands using hand sanitizer before and after entering any patient care areas.

Remember our facilities are scent-free environments. Please refrain from wearing perfumes, cologne, and scented lotions.
 
Contact Us
Please consider us a resource and a partner who can help you get the best media story possible. Please reach out at any time for assistance:
 
MEDIA LINE: 207-973-9530
MEDIA EMAIL: NorthernLightMedia@northernlight.org.