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.'- 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.'- 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.'- Dr Marian Lee Emergency Physician
Director of Emergency Medicine Training
