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 patients and clinicians in five representative emergency departments (EDs). The book describes the communicative complexity and intensity of work in the ED and identifies the features of successful patient-clinician interactions. Drawing on authentic examples of communication within the ED, the book provides comprehensive communication strategies for healthcare professionals that can be readily integrated into everyday practice.

‘Professor Diana Slade and her colleagues have written an innovative and practical book on communication and relationships in emergency departments and their effects on the patient experience. Rarely does one find a book that so seamlessly translates research findings into practical action strategies. The book is an invaluable resource for the training of physicians, nurses, hospital administrators and others in healthcare.’

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Elizabeth A. Rider, MSW, MD, FAAP, Department of Pediatrics, Harvard Medical School

‘My participation in the UTS Emergency Communication project provided extraordinary insights into the complexities and subtleties of communication encounters during a patient’s emergency department journey. This project has made a lasting impact on my daily work, and I hope will improve emergency patient care into the future.’

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Dr Nick Taylor, Emergency Medicine Specialist, The Canberra Hospital

‘The captured clinical conversations between doctors, nurses and patients are fascinating… The discussion and conclusions provide a rare insight into an integral and critical component of Emergency Medicine practice. The team, led by Professor Slade, was truly unobtrusive, professional and personable.’

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Dr Marian Lee, Emergency Physician, Director of Emergency Medicine Training