Communicating in Hospital Emergency Departments
This book was conceived in response to the increasing recognition of the central role of communication in effective healthcare delivery, particularly in high-stress contexts. Over a three-year period, the research team investigated communication between p
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Diana Slade • Marie Manidis Jeannette McGregor • Hermine Scheeres Eloise Chandler • Jane Stein-Parbury Roger Dunston • Maria Herke Christian M.I.M. Matthiessen
Communicating in Hospital Emergency Departments
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Diana Slade Marie Manidis Jeannette McGregor Hermine Scheeres Eloise Chandler Jane Stein-Parbury Roger Dunston University of Technology Sydney New South Wales Australia
Maria Herke Macquarie University Sydney New South Wales Australia Christian M.I.M. Matthiessen Hong Kong Polytechnic University Hong Kong Hong Kong SAR
ISBN 978-3-662-46020-7 ISBN 978-3-662-46021-4 (eBook) DOI 10.1007/978-3-662-46021-4 Library of Congress Control Number: 2015938575 Springer Heidelberg New York Dordrecht London © Springer-Verlag Berlin Heidelberg 2015 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Preface
This book presents the findings of our research on communication in hospital emergency departments. Our project was conceived in response to the increasing realisation of the central role of communication in effective healthcare delivery, particularly in high stress contexts such as emergency departments (EDs). We present here a detailed picture of the critical importance of communication in the delivery of effective and patient-centred care, and a detailed analysis of the way in which communication occurs and, at times, fails. Failures in communication have consistently been identified as a major cause of critical incidents, that is, adverse events leading to avoidable patient harm. Due to the complex, high stress, unpredictable and dynamic work of EDs, these healthcare environments pose particular challenges for effective communication. Over a 3-year period, the emergency communication project investigated communication between patients and clinicians1 (doctors, nurses and allied health professionals) in five representative emergency departments. Combining qualitat
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