Communication in Emergency Departments: Challenges and Strategies for the Care of an Older Adult : Communication in Emergency Departments

Mariana Alves; Isabel De-Santiago; Miguel Barbosa

doi:10.24950/rspmi.2753

Authors

Mariana Alves Faculdade de Medicina, Universidade de Lisboa, Lisboa, Portugal https://orcid.org/0000-0002-1369-8423
Isabel De-Santiago Instituto de Medicina Preventiva e Saúde Pública, Faculdade de Medicina, Universidade de Lisboa; Laboratório Associado TERRA, Instituto de Saúde Ambiental (ISAMB), Faculdade de Medicina, Universidade de Lisboa
Miguel Barbosa Faculdade de Medicina, Universidade de Lisboa, Lisboa, Portugal; CICPSI, Faculdade de Psicologia, Universidade de Lisboa, Lisboa, Portugal

DOI:

https://doi.org/10.24950/rspmi.2753

Keywords:

Aged, Communication, Emergency Service, Hospital, Patient Care Team, Patient-Centered Care

Abstract

Effective communication is essential to delivering high-quality care to older adults, particularly in the complex and fast-paced environment of the Emergency Department (ED). Older patients often face unique challenges—such as sensory impairments, cognitive decline, polypharmacy, and emotional distress—that can hinder clear communication and compromise care. This paper explores key topics related to communication with older adults in the ED, including common barriers, frequent errors, and evidence-based strategies for improvement.

Barriers to effective communication may include environmental noise, time constraints, and fragmented care between multiple professionals. Common communication errors—such as using medical jargon, assuming cognitive deficits, or rushing interactions—can undermine patient autonomy, reduce comprehension, and negatively affect outcomes. In contrast, strategies such as active listening, using plain language, confirming understanding, and involving family or caregivers when appropriate, can significantly enhance communication efficacy. Special attention is also given to the sensitive task of delivering bad news, where empathy, clarity, and respect for the older patient's values are paramount.

Improving communication in the ED is not merely a best practice—it is a clinical necessity. By adopting targeted communication strategies and using appropriate tools, healthcare professionals can ensure safer, more dignified, and more patient-centred care. Furthermore, lessons learned in communicating effectively with older adults can be applied broadly to enhance interactions with patients across all age groups and care settings.

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Communication in Emergency Departments: Challenges and Strategies for the Care of an Older Adult