Health Exchange Site Needs Intensive Care

Healthcare Exchanges Health Exchange Site Needs Intensive Care

THE PR VERDICT: “D” (PR Problematic) for Healthcare.gov’s rocky rollout.

Among the great gifts US Congressional Republicans gave to President Obama in their 16-day quixotic government shutdown was deep cover for the abysmal rollout of Healthcare.gov, the website where uninsured Americans can (and must) sign up for health insurance. The federal government site is the go-to for the 6-in-10 uninsured consumers who live in states that, for political reasons, refused to set up their own healthcare exchanges.

Regardless of where one stands on Obamacare, the rollout has been a slow-motion disaster plagued by technical glitches, politics, restrictive government contracting requirements – there’s a long list. And now that  the foundering ship of state has been righted and set back on course, attention is shifting to the implementation problems, and criticism is crossing party lines.

In remarks Monday, Obama hit the “no excuse” soundtrack for the technical problems and vowed a quick and substantive fix, but repairs could take weeks. The administration has highlighted the volume of site traffic (overwhelming) and successful registrations (respectable) but is still playing off its back foot amid rising calls for someone’s head – perhaps even that of Health and Human Services secretary Kathleen Sibelius. A quick fix is mandatory.

THE PR VERDICT: “D” (PR Problematic) to the Obama administration, for not responding fast or loud enough to address Obamacare’s web-based woes.

THE PR TAKEAWAY: Own the conversation on your product or service. Admirers of the nimble, shoot-and-move communications strategy of Obama’s presidential campaigns surely wish the same could be seen in how his administration has addressed the healthcare rollout glitches. Obama & Co. need to redirect the conversation. They’ve taken the first step with Obama’s “mad as hell” mea culpa. Now it’s time to find and promote successes, get ahead of the critics, provide a date for when things will be fixed – and prepare for someone to take the fall.  

 

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William Dentzer About William Dentzer

William Dentzer, a San Francisco-based writer and communications/media consultant, has managed corporate communications and media relations at global firms such as UBS, Bain & Company, The Associated Press, and British consultancy Arup. He previously served as a mayoral press secretary and was a longtime political reporter and columnist with the Gannett newspaper chain in New York.

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