McCluskey S, Heywood S & Fitzgerald N (2011) How healthcare professionals in Scotland develop their communication skills, attitudes and behaviours. NHS Education for Scotland. Create Consultancy. http://www.nes.scot.nhs.uk/media/547484/long-term_conditions-communication-and-human-relationships.pdf
The ability to communicate clearly and form effective, productive relationships is essential for the provision of high quality person-centred care and are therefore required skills and behaviours for practitioners in all areas of healthcare. Person-centred care involves placing the patient and their experiences at the heart of care (Coulter et al., 2009) and is one of the quality ambitions of the Healthcare Quality Strategy for NHS Scotland (Scottish Government, 2010).