Talking the Talk: Effective Communication in Urgent Care

Urgent Care Emergencies: Avoiding the Pitfalls and Improving the Outcomes

Volumn , Issue , 2012, Pages 132-140

  Schenkel, Stephen M ^a,b  

^a UNIVERSITY OF MARYLAND SCHOOL OF MEDICINE   (United States)

^b MERCY MEDICAL CENTER   (United States)

Author keywords

Anticipatory guidance; Communication; Discharge instructions; Explanation; Humor; News

Indexed keywords

EID: 84886529861     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1002/9781118522738.ch14     Document Type: Chapter

References (23)

1. Eisenberg EM, Murphy AG, Sutcliffe K, et al. Communication in emergency medicine: Implications for patient safety. Communication Monographs 2005; 72: 390-413.
2. Westbrook J, Coiera E, Dunsmuir TM, et al. The impact of interruptions on clinical task completion. Qual Saf Health Care 2010; 19: 284-289.
3. Rivera-Rodriguez AJ, Karsh BT. Interruptions and distractions in healthcare: review and reappraisal. Qual Saf Health Care 2010 19: 304-312.
4. Chassin MR, Becher EC. The wrong patient. Ann Intern Med 2002; 36: 826-33.
5. Patterson ES, Wears RL. Beyond "communication failure." Ann Emerg Med. 2009; 53: 711-712.
6. Ydedidia MJ, Gillespie CC, Kachur E. Effect of communication training on medical student performance. JAMA 2003; 290: 1157-1165.
7. Murphy AG, Eisenberg EM, Sutcliffe KM, Schenkel S. The patient in 4: Framing and sense-making in Emergency Medicine. Emergency Medicine News; 25: 50-53, 55. Available on-line at http://journals.lww.com/em-news/Fulltext/2003/10000/The_Patient_in_4_Framing_and_Sense_making_in.37.aspx. Accessed 1-07-11.
8. Cameron KA, Engel KG, et al. Examining emergency department communication through a staff-based participatory research method: Identifying barriers and solutions to meaningful change. Ann Emerg Med 2010; 56: 614-622.
9. Stelfox HT, Gandhi TK, et al. The relation of patient satisfaction with complaints against physicians and malpractice lawsuits. Am J Med 2005; 118: 1126-1133.
10. Carnegie D. How to Win Friends & Influence People. Pocket Books: New York, 1936.
11. Berwick DM. What 'patient-centered' should mean: Confessions of an extremist. Health Affairs 2009; 28: w555-w565.
12. Turner JA, Deyo RA, Loeser JD, Korff MC, Fordyce WE. The importance of placebo effects in pain treatment and research. JAMA 1994; 271: 1609-1614.
13. Hadler NM. The quest for a better way; or, my name is Nortin and I'm a placebo. In: Hadler NM: Stabbed in the Back: Confronting Back Pain in an Overtreated Society. The University of North Carolina Press: Chapel Hill, 2009.
14. Hartzband P, Groopman J. Money and the changing culture of medicine. New Engl Med J 2009; 360: 101-103.
15. Phillips TG, Hickner J. Calling acute bronchitis a chest cold may improve patient satisfaction with appropriate antibiotic use. J Am Board Fam Pract 2005; 18 (6): 459-463.
16. Gallagher TH, Garbutt JM, et al. Choosing your words carefully: How physicians would disclose harmful medical errors to patients. Arch Intern Med 2006; 166: 1585-1593.
17. Witman A, Park D, Hardin S. How do patients want physicians to handle mistakes? A survey of internal medicine patients in an academic setting. Arch Intern Med 1996; 156: 2565-2569.
18. Wears RL, Wu AW. Dealing with failure: the aftermath of errors and adverse events. Ann Emerg Med 2002; 39: 344-346.
19. Stillman MD. Physicians behaving badly. JAMA 2008; 300: 21-22.
20. Makaryus AN, Friedman EA. Patients' understanding of their treatment plans and diagnosis at discharge. Mayo Clin Proc 2005; 80: 991-994.
21. Clarke C, Friedman SM, et al. Emergency department discharge instructions comprehension and compliance study. Can J Emerg Med 2005; 7: 5-11.
22. Yu KT, Green RA. Critical aspects of emergency department documentation and communication. Emerg Med Clin North Am 2009; 27: 641-654.
23. Taylor DM, Cameron PA. Discharge instructions for emergency department patients: what should we provide? J Accid Emerg Med 2000; 17: 86-90.