Abstract
This chapter seeks to highlight the importance of communication in the setting of healthcare services during a global health crisis. Utilizing the Australian experience during the COVID-19 Pandemic, we assess various aspects of crisis communication and the factors related to effective communication during a crisis. This chapter considers how effective and appropriate communication can steer the course through a crisis, while demonstrating the need for continued reassessment of how crisis communication can contribute to crisis management. We argue for the need for an evolving healthcare message as a crisis changes and as health systems adapt and adjust to different emerging needs. A more strategic form of communication, that takes a due diligence approach—where an exercise of care for the medium- to long-term effects of communication are taken into consideration when developing short-term communications—is considered appropriate as health systems continue to confront the “new normal” of global health crises.
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Diepenhorst, J., Harrison, P. (2022). The Complexity of Healthcare Communication During a Health Crisis. In: Gallitto, E., Massi, M., Harrison, P. (eds) Consumption, Production, and Entrepreneurship in the Time of Coronavirus. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-93169-8_9
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