Communication in Hong Kong Accident and Emergency Departments

Abstract

In this article, we report findings from the first qualitatively driven study of patient–clinician communication in Hong Kong Accident and Emergency Departments (AEDs). In light of the Hong Kong Hospital Authority’s policy emphasis on patient-centered care and communication in the public hospitals it oversees, we analyze clinicians’ perceptions of the role and relevance of patient-centered communication strategies in emergency care. Although aware of the importance of effective communication in emergency care, participants discussed how this was frequently jeopardized by chronic understaffing, patient loads, and time pressures. This was raised in relation to the absence of spoken interdisciplinary handovers, the tendency to downgrade interpersonal communication with patients, and the decline in staff attendance at communication training courses. Participants’ frequent descriptions of patient-centered communication as dispensable from, and time-burdensome in, AEDs highlight a discrepancy between the stated Hong Kong Hospital Authority policy of patient-centered care and the reality of contemporary Hong Kong emergency practice.

Complexities of emergency communication: clinicians’ perceptions of communication challenges in a trilingual emergency department

“…Very few of these studies have explored how clinicians respond to the rapid communication demands characteristic of such a high‐stress setting like an ED when operating in two languages (Chandler et al . , Pun et al . , Slade et al .…”

“…Thus, communication – both written and verbal – is particularly important in EDs (Chandler et al . ).…”

“…This reveals a distinct contrast between the HA's policy of patient‐centred care and current medical practices (Chandler et al . ).…”

“…Thus, several different research teams have called for a review of current communication practices in Hong Kong hospitals, with a particular emphasis on information‐giving practices, interpersonal communication and joint clinician–patient decision‐making processes (Chandler et al . ) Pun et al . ().…”

Nurses’ perceptions of mandatory bedside clinical handovers: An Australian hospital study

“…Due to both the frequency and complexity of clinical handovers, communication errors are relatively common. At every handover, there is a possibility of a crucial error and/or omission in communication (Chandler et al, ). Effective communication during handovers is a vital element in patient safety and overall quality of patient care (Eggins et al, ).…”