Health authorities and how to deal with the public

I came across this in June of 2011.  It was from YouTube: CIVIL RIGHTS NOW How to Effectively Communicate with the Public.

This is the mandate VCH instructed to all its managers:

1. Delay
2. Deny
3. Divide (divide patient/resident from family support network).   All a visitor has to do is inquire as to process or talk to another visitor or resident and you will be banned.
4. Discredit
5. Demoralize.