How to respond to concerns about vaccination: World Health Organization vaccine safety supporting document

Overview

Vaccine-safety-related events, and how we respond to them, can affect public trust in vaccines and health authorities. These events may or may not be linked to vaccines and include: adverse events following immunization (‎AEFIs)‎, vaccination programme changes, or events that lead to increased negative public debate on the topic of immunization. The guidance in this library was developed based on lessons learned in countries, as well as scientific evidence and research in the fields of psychology, social and behavioural science, and communication.

It is intended to help stakeholders prepare for and avert possible crises, as well as to minimize the negative impacts of any event that has the potential to erode trust. Responding effectively to vaccine safety concerns includes acknowledging the listener’s concerns and providing honest information about the benefits and risks of immunization. This document suggests use of the so-called CASE approach to communicate effectively about vaccines.