Effective Communication between doctor and patient

8/10/2019 Effective Communication between doctor and patient

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PBL Group 9B Medical Faculty of Airlangga University

Human Interaction Module

Table of Contents

Table of Contents .....................................................................................................................................................1

CHAPTER 1 : BRAINSTROMING AND COGNITIVE STRATEGY ..................................................................3

1.1 MAIN PROBLEMS ..................................................................................................................................3

1.2 KEYWORDS ............................................................................................................................................3

1.3 EARLY HYPOTHESIS ............................................................................................................................3

1.4 ADDITIONAL QUESTIONS OR INFORMATION ...............................................................................3

1.5 LEARNING ISSUES ................................................................................................................................3

CHAPTER 2 : PROBLEM ANALYSIS ..................................................................................................................4

2.1 THE ANSWER OF LEARNING ISSUES ...............................................................................................4

2.1.1

Definition of Communication skill ...................................................................................................4

2.1.2 Definition of effective communication between doctors and patients..............................................4

2.1.3 How communication between doctors and patients can be done effectively ...................................5

2.1.4 Methods to Improve Doctors Communication Skill .......................................................................7

2.1.5 How communication skill can affect effectiveness of the communication between doctors and

patients ................................................................................................................................................

..........................................................................................................................................................8

2.1.6 Definition of health outcomes .................................................................................................... 10

2.1.7 How communication skill can affect in health outcomes. ............................................................. 10

2.1.8 How patients openness can affect effectiveness ofthe communication between doctors and

patients........................................................................................................................................... 12

2.2 TWO STORIES REPRESENTING EFFECTIVE AND INEFFECTIVE PATIENTPHYSICIAN

INTERACTION/COMMUNICATION BASED ON THE EXPLORATION RESULT OF DOCTOR-

PATIENT INTERACTION EXPERIENCE ..................................................................................................... 13

2.2.1 Effective Communication .............................................................................................................. 13

2.2.2 Ineffective Communication ........................................................................................................... 14

2.3 SUMMARY OF LITERATURE REVIEW .......................................................................................... 15

CHAPTER 3 : PROBLEM SOLVING ................................................................................................................. 17

3.1 CONCEPT MAPPING AND FINAL HYPOTHESIS .......................................................................... 17

3.1.1 Concept Mapping .......................................................................................................................... 17

3.1.2 Final Hypothesis ............................................................................................................................ 18


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3.2 DESCRIPTION OF CONCEPT MAPPING ......................................................................................... 18

4.1 REFERENCE ........................................................................................................................................ 19

4.2 APPRAISAL ......................................................................................................................................... 21

4.4 APPENDIX ........................................................................................................................................... 26


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CHAPTER 1 : BRAINSTROMING AND COGNITIVE STRATEGY

1.1MAIN PROBLEMS

Lack of effective communication between doctors and patients in determining final decision of

the treatment(s).

1.2KEYWORDS

Effective Communication, Communication skill of Doctors, Health outcomes, Patients

openness, Final Decision of Treatment(s)

1.3EARLY HYPOTHESIS

Communication skill of doctors and patients activeness can affect the effectiveness of the

communication in final decision of treatment(s) taken.

1.4 ADDITIONAL QUESTIONS OR INFORMATION

There are no additional questions or informations that we need.

1.5 LEARNING ISSUES

1. What is communication skill?

2. What is effective communication between doctors and patients?

3. How can communication between doctors and patients done effectively?

4.

What methods which can be used to improve doctors communication skill?

5. How can communication skill affect effectiveness of the communication between doctors and

patients?

6. What is health outcomes?

7. How can communication skill affect in health outcomes?

8. How can patients openness affect effectiveness of the communication between doctors and

patients?


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CHAPTER 2 : PROBLEM ANALYSIS

2.1 THE ANSWER OF LEARNING ISSUES

2.1.1 Definition of Communication skill

Communication skill is our ability to exchange ideas, information, feelings,

attitudes, or beliefs and impressions with others, understand others' perspectives and

solve problems. Communication skills can involve verbal, nonverbal, and paraverbal

components. The verbal component refers to the content of our message the choice and

arrangement of our words. The nonverbal component refers to the message we send

through our body language. The Example for non verbal component included eye

contact, body language, muscle tension, posture, mannerism, and proxemics. The

paraverbal component refers to how we say what we say like the tone, pacing and

volume of our voices (Peer Centre, 2014).

We should improve our communication skills. The important one to improve our

communication skills is to develop our listening skills. Developing our listening skills

involves two specific steps i.e. dealing with barriers that prevent you listening and

developing and using listening behaviours. There are various barriers to listening,

including jumping to conclusions; hearing what we want to hear; rehearsing our

response and being inattentive (Dixon, Tara, Ohara, Martin, n.d.)

2.1.2 Definition of effective communication between doctors and patients

Effective communication is communication process between doctor and patient

which occurs well and is influenced by health messages. Good communication built by

doctor and patient can be the success key for doctor in giving medical service.

Otherwise, if doctor fail to give medical service, he can make good communication with

patient, thus conflict and miscommunication will not rise.

In process to reach a successful effective communication, doctor and patient

communication exchange is one of the key factors. Doctor must have communication

skill to communicate with his patient. There are three objectives why doctor must


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communicate with his patient: (1) creating a good interpersonal relationship (2)

exchange of information (3) medical decision making. (Arianto, 2013)

2.1.3 How communication between doctors and patients can be done effectively

Effective doctor-patient communication is a central clinical function, and the

resultant communication is the heart and art of medicine and a central component in the

delivery of health care. The three main goals of current doctor-patient communication

are creating a good interpersonal relationship, facilitating exchange of information, and

including patients in decision making. Effective doctor-patient communication is

determined by the doctors bedside manner, which patients judge as a major

indicator of their doctors general competence. Good doctor-patient communication has

the potential to help regulate patients emotions, facilitate comprehension of medical

information, and allow for better identification of patients needs, perceptions, andexpectations (Ha and Longnecker, 2010).

There are several ways to improve the effectiveness of patient-doctor

communication.

1. ACTIVE LISTENING

Encourage the patient to tell his/her story of the illness, through the restatement of

information in the patient's own words, and the development of open ended

questions during the medical interview.

2. NONVERBAL COMMUNICATION

Effective use of nonverbal communication can help develop an environment of

support, comfort, trust, and security. Frequent eye contact and periods of welltimed

silence are examples of methods that can enhance the interview.

3. AGENDAS

Patients and physicians may approach the appointment with somewhat different

agendas. The physician's agenda may help patients accept the diagnosis of a

functional disorder and to consider symptom management. The patient, on the other

hand, might come to the appointment seeking a specific diagnosis, a cure, or the

reassurance that they do not have cancer. Therefore, it is important for both

physician and patient to communicate their agendas at the onset of the appointment.

To facilitate this, physicians can ask several questions such as: "What do you think


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is going on, what are your concerns and fears, and how can I be of most help to you

at this time?"

4. EMPATHIZE

The physician should acknowledge the difficulty patients experience in trying to

manage their pain as they struggle to perform jobs, maintain their roles within thefamily, and validate their disorders to themselves and others. Patients who have

experienced major psychosocial loss or trauma (e.g., abuse history) might find it

embarrassing to discuss these issues. For this reason, it is important for the

physician to validate the patients feelings without making a personal judgment or

offering a quick solution. Furthermore, mentioning how studies have shown a link

between traumatic events and GI disorders can increase patient's understanding of

the issue. Empathy means demonstrating an understanding of the patient's pain and

distress while maintaining an objective and observant stance.

5. EDUCATING PATIENTS

Education plays a crucial part in a good doctor patient relationship. Education

involves a dialogue where the physician elicits the patients thoughts, feelings and

beliefs, and then provides new information consistent with the patientsneeds and

interests. Providing written materials can be particularly helpful in supplementing

and enhancing the information obtained from the physician during the appointment.

6.

REASSURANCE

Identifying and legitimizing a patients concerns and worries without offering false

reassurances can help comfort the patient. It puts them at ease by knowing that the

physician has a commitment to them and recognizes their emotions as important and

their disorder as real and not "in their head."

7.

AGREEING ON A TREATMENT PLAN

After the medical interview and physical exam are completed, it is important for the

patient and physician to agree upon a treatment plan. The physician should take into

account the patient's personal experiences and life style, and provide choices that are

consistent with these factors.


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8. TAKING RESPONSIBILITY

It is important to have the patient acknowledge their role in managing their pain,

symptoms and treatment. The physician should ask the question "how are you

managing your symptoms," rather than "how is your pain." This shifts the

responsibility for pain and symptoms management from the doctor to the patientand helps patients acknowledge their role in their care.

9. AVOID OVERREACTING

Some patients may appear demanding, dependent or even adversarial. It is the

physician's responsibility to not overreact in these situations. This can be achieved

by establishing limitations (boundaries) on what can be provided and suggesting

appropriate ways for the patient to contact the physician. Physicians should address

unrealistic demands, frequent phone calls or inappropriate requests for narcotics in a

timely fashion before this type of behavior escalates into impulsive actions from the

patient. Feelings and emotions should be addressed honestly, thereby facilitating

communications between the doctor and patient on a positive level and helping to

avoid conflict.

10.ESTABLISHING BOUNDARIES

Frequent phone calls, unscheduled visits, and unrealistic expectations are ways in

which some patients lose perspective on the shared responsibility for their care.

Doctors need to establish boundaries for patients in a way that does not belittle

them. Scheduling brief return appointments can meet the needs of patients, while

helping the physician set boundaries as to when and how often he/she will be

accessible for out of the office contact (Drossman and Swantkowski, 2014).

2.1.4 Methods to Improve Doctors Communication Skill

Doctors are not born with excellent and perfect communication skills. They

have different innate talents. Communication skills involve both style and content.

Improved the communication skills between doctors and patient tends to increase patient

involvement and adherence to recommended therapy; influence patient satisfaction,

adherence, and health care utilization; and improve quality of care and health outcomes.

Besides that, sometimes in sample of cases, there is a miscommunication happen.

Miscommunication has serious implications, as it may hinder patients understanding,


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have a positive impact in the health outcomes. Doctors communication skill is

associated with patients' emotional distress and improving doctor's communication skill

is associated with a reduction in emotional distress in patients. (Wong and Lee, 2006)

Another study showed that communication and good doctor-patient relationship

are important in improving patients satisfaction with health service. Uses of morestatement of orientation, including educating patients about what to expect and the flaw

of visit, soliciting patients opinion, checking understanding, and encouraging patients

to talk, results in less patients complaints and claims. (Levinson et al. cited in Wong

and Lee, 2006)

Doctors good communication skill builds trust in patient-doctor relationship,

helps patient disclose information, enhances patient satisfaction, involves the patient

more fully in health decision making, and helps the patient make better health decisions.

Thus, leads to more realistic patient expectations, produces more effective practice, and

reduces the risk of errors and mishaps. (Communicating with Patients: Advice for

medical practitioners, 2014)

Effective doctor-patient communication is a central clinical function in building

a good doctor-patient relationship. This is important in the delivery of high-quality

health care. Much patient dissatisfaction and many complaints are due to breakdown in

the doctor-patient relationship. (Ha and Longnecker, 2014)

A doctors communication and interpersonal skills encompass the ability to

gather information in order to facilitate accurate diagnosis, counsel appropriately, give

therapeutic instructions, and establish caring relationships with patients. These are the

core clinical skills in the practice of medicine, with the ultimate goal of achieving the

best outcome and patient satisfaction, which are essential for the effective delivery of

health care. (Ha and Longnecker, 2010)

Good doctor-patient communication has the potential to help regulate patients

emotions, facilitate comprehension of medical information, and allow for better

identification of patients needs, perceptions, and expectations. Patients reporting good

communication with their doctor are more likely to be satisfied with their care, and

especially to share pertinent information for accurate diagnosis of their problems, follow

advice, and adhere to the prescribed treatment. Patients agreement with the doctor


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about the nature of the treatment and need for follow up is strongly associated with their

recovery. (Ha and Longnecker, 2010)

Doctors with better communication and interpersonal skills are able to detect

problems earlier, can prevent medical crises and expensive intervention, and provide

better support to their patients. This may lead to higher-quality outcomes and bettersatisfaction, lower costs of care, greater patient understanding of health issues, and

better adherence to the treatment process. There is currently a greater expectation of

collaborative decision making, with physicians and patients participating as partners to

achieve the agreed upon goals and the attainment of quality of life. (Ha and Longnecker,

2010)

2.1.6 Definition of health outcomes

Health outcomes is the result of the health status of the patient after undergoinga selective method of medication from the inform consent between the doctor and the

patient. The health outcomes varies between a good health outcomes and a bad health

outcomes. A good one means that the health status of the patient is increased, thus the

patient will be healthy. A bad one means that the health status of the patient is worse,

thus the patient illness will be worse than before. So, the health outcomes will decide the

quality of life on a human. (Garratt, 2002)

2.1.7

How communication skill can affect in health outcomes.

Effective communication is an important component of patient care. Having a

good communication can help doctor to establish good conversation between patient and

doctor. So it can impact on better health outcome (Stewart, M. A., 1995). The studies

reviewed that effective communication between patient-doctor exerts a positive

influence not only on the emotional health of the patient but also ion symptom solution,

functional and physiologic statue and pain control. Beside that doctor attitude toward his

patient, his ability and his knowledge to elicit and respect the patients attention, the

provision of appropriate information and the demonstration of empathy and trust of

patient are the key aspect of better compliance with medical treatments in patient.

For example, doctor should ask some questions, not only about physical aspects

of the patients problem but also about the feelings and the concerns, understanding the


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problem. After that the doctor may give a solution and give options on what should

patient do, may be do therapy or something like that. Because the patient need to feel

that they are active participants in care and feel satisfaction that their problem has been

discussed and fully solved.

Patient should share in decision making when a plan for management isformulated. They should be encouraged to ask some questions and they need clear

verbal information. Agreement among patient, patients family, and doctor about the

nature of the problem and the course of action appears to bode well for a successfully

outcomes.

There are several factors that influence good communication. First is

communication skill of doctor. The effect of communication skill training on the process

and outcome of care associated with patients emotional distress. Beside that effective

communication can reduce in emotional distress in patient. So it can make a positive

impact on patient satisfaction in health care (Shukla, A.K., et al, 2010).

Effective communication is high correlated with patient satisfaction with health-

care services. When patient feel satisfaction automatically health outcomes will increase.

Good communication is one step to reduce medical malpractice claims. Because when

we wrong to say something and the patient miscommunication, so it can make patient

will be worry with the doctor. And the patient will think that the doctor do malpractice.

So it will increase the number of complaint of the patient for doctor and enquiries

received by the regulatory bodies, and a rise in consumerism in medicine. From here we

know how important of effective communication between patient-physician it is

(Shukla, A.K., et al, 2010).

Beside that, lack of explanation may cause patient misunderstanding. However as

a physician, we need to listen completely what the patient say. We need to listen with

both ears. This is a symbol that the doctor respect what patient says. One ear used to

receive biomedical and another one to receive psychosocial information. Therefore the

patient feels comfortable with the physician. Transcultural awareness also plays an

important role in effective doctor-patient communication. It includes appropriateness of

eyes contact, hand gestures, cultural beliefs surrounding the ill, and physical contact

between sexes (Shukla, A.K., et al, 2010).


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Thus, effective patient-doctor communication can impact on several aspects of

health outcomes, higher compliance to therapeutic regimens in patient, higher

satisfaction of the patient include the service and the facility, and decreases malpractice

claims. Start from medical education to emphasis the importance of communication

between patient-doctor, start to know technique of communication skill in manyundergraduate and postgraduate learning program.

2.1.8 How patients openness can affect effectiveness of the communication between doctors

and patients.

Several studies have clearly shown that doctors and patients have different views

on what makes good and effective communication. Patients today are health consumers

and want to be active participants in medical decision making. Good doctor-patient

communication offers patients tangible benefits. Many studies have found significantpositive associations between doctors communication skills and patients satisfaction.

Several studies and reviews clearly show a correlation between effective communication

and improved health outcomes.The outcomes affected were emotional health, resolution

of symptoms, function, pain control, and physiological measures such as blood pressure

and blood sugar concentration.

Learning communication skills in times of change and uncertainty depends on an

emotional openness to self and others. Medical educators should use knowledge of

patients perceptions of care to focus teaching on areas that will help trainees to meet

patients expectations. Teaching communication skills should be included at all levels of

medical education and, even more importantly, should be a mandatory element of the

medical school curriculum and programmes of continuing medical education. This can

be achieved only with the support of all grades of doctors in all specialties. (Meryn,

1998)


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2.2 TWO STORIES REPRESENTING EFFECTIVE AND INEFFECTIVE PATIENT

PHYSICIAN INTERACTION/COMMUNICATION BASED ON THE EXPLORATION

RESULT OF DOCTOR-PATIENT INTERACTION EXPERIENCE

2.2.1 Effective Communication

About 3 months ago, Rana was suffering from headache, high fever, and pain inthe stomach. Rana also went to a doctor to get checked for illness she suffered. Arrived

at the doctor's office, Rana was welcomed to come in and see the doctor to be checked.

With a warm greeting and a smile, the doctor allowed Rana to sit down and then the

doctor introduced himself as dr. Emil. With a polite tone, dr. Emil asked for her name

and age. After made a note about Ranas data, dr. Emil allowed her to explain the

symptomps she felt. Rana begun to tell the symptoms, "I feel a heavy dizzy, since a few

days ago I have had a fever and my temperature is quite high, I also feel pain in my

stomach. I've been taking medicine for fever and ulcer drugs because at first I thought I

was sick in the stomach because of usual ulcer. While Rana was telling what she felt,

dr. Emil never interrupted Rana slightest. Dr. Emil was listening patiently and carefully.

After hearing the grievances felt by Rana, dr.Emil asked some habits that usually

done by Rana, such as how many times she eats in a day and the types of food that she

likes to eat. Apparently Rana eat twice a day and likes to eat spicy foods. After that,

dr.Emil continued to the examination by asking Rana lying in bed then examining

carefully and cautiously. After dr.Emil checked the ptient, he asked her to back to her

seat.

Dr.Emil honestly said that he can not ensure what illness that she suffered only

from Ranas symptomps. Dr.Emil asked Rana to undergo further physical check in

laboratory to obtain more accurate result, and he also asked Rana to not eat spicy foods

until her condition get better and have an enough rest to recover her health. Then,

dr.Emil prescribed medications to relieve pain she felt. Dr.Emil also offered a powder

drug if Rana can not take tablets drugs. After giving the prescription to Rana, dr.Emil

ascertain if Rana has completely perceive and feel satisfied with his service or not. Rana

were satisfied upon checked by dr.Emil, because he provided good service and very


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careful in making decisions. Although dr.Emil can not be sure the illness of Rana, but it

was a thoughtful gesture that the dr.Emil did, he has upheld the values of medical ethics.

2.2.2 Ineffective Communication

One day, there was a patient named Rana. She experienced abdominal pain after

undergone an event on his campus. Then, Rana paid a visit to a doctor in a private hospital.

There, Rana met a doctor named Lulu. The doctor did not answer Rana s greeting. The patient

asked some questions to the doctor. But the doctor didnt hear the patient well and always

directly interrupted and asked some information that was important in the anamnesis process.

Then the doctor was quickly prescribe and forcing patients to comply. All of it goes quickly,

less than 2 minutes. Eventually, the patient came out with a disgruntled face and taking

prescription medication.

Rana swapped prescription given by the doctor at a drugstore. There, he met a

pharmacist named Fildzah. Rana gives the recipe while telling about the pain she suffered.

When the pharmacist read the prescription, she was at odds with the prescription she read. She

was given a prescription which is not in accordance with the patient's pain suffered. However,

because the patient insisted on receiving the drug, the pharmacist accepted to make the drugs.

As the non-generic drug prices are very high, the patient would be forced to buy the drug. And

finally, the patient was going home and his daily medication.

A week later, Rana was still experiencing the same pain. Sore that did not healed made

she stirred back to the same doctor, dr. Lulu. There, Dr. Lulu was not surprised. He immediately

gave the new prescription to Rana, with him wondered Rana out just like last week.

Outside the office, Rana shocked. Because she had only few money left, while the price

of the drug would certainly be more expensive, because those are non-generic antibiotics.

Suddenly, the nurse who always worked in that hospital came to Rana. There, the nurse

introduced her self, and her name was Oretha. Nurse Oretha asked the patient about the pain she

suffered. Oretha did so, because she knew that Rana visited the same doctor twice. And just

now, she saw Rana was holding the prescription paper. From there she noticed something odd.

Nurse Oretha found out that the given drug was a drug with more expensive prices, and was


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given in a dose that does not fit. Oretha also talked about dr. Lulu who turns out to be a private

doctor who had just graduated. Rana felt sad and disappointed, she also planned to go to another

doctor, which is more reliable for sure.

2.3 SUMMARY OF LITERATURE REVIEW

Communication skill is the ability to exchange ideas, information, feelings, attitudes, or

beliefs and impressions with others, understand others' perspectives and solve problems.

Improved communication skill between doctors and patients tends to increase patient

involvement and adherence to recommended therapy, influence patient satisfaction, adherence,

and health care utilization. To prevent miscommunication cases that have serious implications,

we need methods to improve the communication skill between doctors and patient i.e.

communication training, and collaborative communication.

Effective doctor-patient communication is a central clinical function. To establish an

effective communication between doctor and patient, good communication skill is essentially

needed. Many studies had shown that communication skill has a positive impact in

effectiveness of the communication. Doctors good communication skillbuilds trust in patient-

doctor relationship, helps patient disclose information, enhances patient satisfaction, involves

the patient more fully in health decision making, and helps the patient make better health

decisions.. Effective doctor-patient communication is determined by the doctors bedside

manner, which patients judge as a major indicator of their doctors general competence.

There are several ways to improve the effectiveness of patient-doctor communication, like

active listening, communicate with nonverbal communication, emphatize, educating patients,

reassurance, agreeing on treatment plan, taking responsibility, avoid overreacting, and

establishing boundaries.

Effective communication is an important component of patient care. Doctors with better

communication and interpersonal skills are able to detect problems earlier, can prevent

medical crises and expensive intervention, and provide better support to their patients. Beside

that, having a good communication can help doctor to establish good conversation between

patient and doctor. This may lead to higher-quality outcomes and better satisfaction, lower

costs of care, greater patient understanding of health issues, and better adherence to the


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treatment process. The studies reviewed that effective communication between patient-doctor

exerts a positive influence not only on the emotional health of the patient but also ion

symptom solution, functional and physiologic statue and pain control. So, effective

communication can impact on better health outcomes.


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CHAPTER 3 : PROBLEM SOLVING

3.1CONCEPT MAPPING AND FINAL HYPOTHESIS

3.1.1 Concept Mapping

Malpractic

Claims

Complaint

Video tutorial on to be a good doc

More practice

Education and

training

Full attention

Good doctor

communication skill

Good Listening skill Good Speaking skillBad Speaking skill Bad Listening skill

IgnoranceMiscommunication

Bad doctor

communication skill

Clarification

Patients

dissatisfaction

Low health

outcomes

Patient activeness

Active

ask to

doctor

Active

inform

Health outcomes

Patient satisfaction

Efficient time

Effective

treatment

No complaint

No claims

Communication

Communicant

Nonverbal

Para verbal

Verbal

Communicator

Media

Doctor-patient

communication

Non effective Effective

In realityStill need be

improved

Introduction

Smile

Welcome

Doesnt

care

Sullen

PROBLEMS IS SOLVED


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3.1.2 Final Hypothesis

Effective communication between doctors and patients can enhance the accuracy in

determining disease and treatment by the doctors. Effective communication are

affected by communication skill of the doctors, patients activeness to ask and

openness to tell ehat he feels.

Effective Communication that suggested are :

- Acquantanceship

- Hear the patient well

- Explain in detail according to how far the patient wants to know with a language

that the patient can easily understand

- Ascertain the patient can understand the doctors explanation well

3.2DESCRIPTION OF CONCEPT MAPPING

Communication is an activity in which we can give and get some information.

Communicator, communicant, media are several roles included in communication.

Communication is divided on three kinds; there are verbal, paraverbal, and nonverbal.

Communication happens anywhere, for example communication between doctor and patient. In

reality doctors-patients communication effectiveness is still low. Doctorscommunication skill

need to be improved by education and training on communication, more practice, and video

tutorial on how to be a good doctor. Communication between doctor and patient can occurred as

a non effective communication or an effective communication. Non effective communication

caused by bad doctor communication skill such as bad listening skill, bad speaking skill, etc.

Therefore, sometimes misscomunication and ignorance happen in this communication. But not

rearly, communication between doctors and patients can be done effectively. There are several

factors that influence, such as good listening skill, good speaking skill, and patient activeness. If

all aspect can be practiced maximally, patient will feel satisfied and thus health income willincrease. In other side, if all aspect does not work well of course patient will feel dissatisfied

and health outcomes will decrease.


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CHAPTER 4 : CRITICAL APPRAISAL

4.1REFERENCE

Arianto, A. (2013).KOMUNIKASI KESEHATAN (Komunikasi Antara Dokter Dan Pasien).

[online] Available at:

http://jurnalilkom.uinsby.ac.id/index.php/jurnalilkom/article/view/42/36 [Accessed 8 Oct.

2014].

Communicating with Patients Advice for medical practitioners. (2014). 1st ed. [ebook]

Available at: http://www.nhmrc.gov.au/_files_nhmrc/publications/attachments/e58.pdf

[Accessed 26 Oct. 2014].

Dixon, Tara, Ohara, Martin. Communication Skills. [online] Available at:

http://cw.routledge.com/textbooks/9780415537902/data/learning/11_Communication%20S

kills.pdf [Accesed 22 Oct. 2014].

Drossman, D. and Swantkowski, D. (2014). Improving the Doctor - Patient Relationship.

[online] Available at: http://www.med.unc.edu/ibs/files/educational-gi-

handouts/Improving%20the%20Patient-Doctor%20Relationship.pdf [Accessed 25 Oct.

2014].

Garratt, A. (2002). Quality of life measurement: bibliographic study of patient assessed health

outcome measures. BMJ, [online] 324(7351), pp.1417-1417. Available at:http://dx.doi.org/10.1136/bmj.324.7351.1417 [Accessed 22 Oct. 2014].

Ha, J. and Longnecker, N. (2010). Doctor-patient communication: a review. The Ochsner

Journal, [online] 10(1), pp.38--43. Available at:

http://www.ochsnerjournal.org/doi/pdf/10.1043/TOJ-09-0040.1 [Accessed 25 Oct. 2014].

Meryn, S. (1998). Improving doctor-patient communication: Not an option, but a

necessity.BMJ : British Medical Journal, [online] 316(7149), p.1922. Available at:

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1113402/ [Accessed 25 Oct. 2014].

Peer Centre. (2012). Introduction to Communication Skills. [online] Available at:

http://peer.hdwg.org/sites/default/files/1%20IntroductionToCommunicationSkills-

CommunicationSkills-Peer_Training.pdf [Accessed 21 Oct. 2014].
http://cw.routledge.com/textbooks/9780415537902/data/learning/11_Communication%20Skills.pdfhttp://cw.routledge.com/textbooks/9780415537902/data/learning/11_Communication%20Skills.pdfhttp://peer.hdwg.org/sites/default/files/1%20IntroductionToCommunicationSkills-CommunicationSkills-Peer_Training.pdfhttp://peer.hdwg.org/sites/default/files/1%20IntroductionToCommunicationSkills-CommunicationSkills-Peer_Training.pdfhttp://peer.hdwg.org/sites/default/files/1%20IntroductionToCommunicationSkills-CommunicationSkills-Peer_Training.pdfhttp://peer.hdwg.org/sites/default/files/1%20IntroductionToCommunicationSkills-CommunicationSkills-Peer_Training.pdfhttp://cw.routledge.com/textbooks/9780415537902/data/learning/11_Communication%20Skills.pdfhttp://cw.routledge.com/textbooks/9780415537902/data/learning/11_Communication%20Skills.pdf


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Shukla, A. K., Yadav, V. S., & Kastury, N. (2010). Doctor-Patient Communication: An

Important but Often Ignored Aspect in Clinical Medicine, 11(3), 208211. [online]

Available at: http://medind.nic.in/jac/t10/i3/jact10i3p208.pdf [Accessed 21 Oct. 2014].

Stewart, M. A. (1995). I Effective Physician-Patient Communication And Health Outcomes: A

Review, Can Med Assoc J, 152(9), 14231433. [online] Available at:http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1337906/ [Accessed 21 Oct. 2014].

Wong, S. and Lee, A. (2006). Communication skills and doctor patient relationship. Medical

Bulletin, 11(3), pp.7--9. [online] Available at: http://www.fmshk.org/database/articles/607

[Accessed 21 Oct. 2014].


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4.2APPRAISAL

4.3V.I.A. Table (Validity, Importance, Applicability)

Reference

For

answering

questions

Searching

Method

Informa

tion

type

Validity Importance Applicability

Founda

tion

Result Founda

tion

Result Founda

tion

Result

http://jurnalilk

om.uinsby.ac.i

d/

LI 1 Scholar.goo

gle.com and

search

komunikas

i

kesehatan.

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

http://www.me

d.unc.ed

LI 2 Scholar.goo

gle.com and

search

Effective

communicat

ion between

doctor and

patient

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

http://www.oc

hsnerjournal.o

rg

LI 2 Scholar.goo

gle.com and

search

Effective

communicat

ion between

doctor and

patient

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

http://www.nc

bi.nlm.nih.gov

LI 3 Scholar.goo

gle.com and

Digital

(pdf)

Idea Yes Content

of

Yes Is it

applica

Doubt
http://jurnalilkom.uinsby.ac.id/http://jurnalilkom.uinsby.ac.id/http://jurnalilkom.uinsby.ac.id/http://www.med.unc.ed/http://www.med.unc.ed/http://www.ochsnerjournal.org/http://www.ochsnerjournal.org/http://www.ochsnerjournal.org/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ochsnerjournal.org/http://www.ochsnerjournal.org/http://www.ochsnerjournal.org/http://www.med.unc.ed/http://www.med.unc.ed/http://jurnalilkom.uinsby.ac.id/http://jurnalilkom.uinsby.ac.id/http://jurnalilkom.uinsby.ac.id/


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/ search

Communic

ation

Skills,

Methods toimprove

doctors

communicat

ion skill.

Informa

tion

ble

www.peer.hd

wg.org

LI 4 Scholar.goo

gle.com and

search

communic

ation,

communic

ation

skills,

verbal

communicat

ion, non

verbal

communicat

ion,

paraverbal

communicat

ion.

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

www.cw.routl

edge.com

LI 4 Scholar.goo

gle.com and

search

communic

ation,

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt
http://www.ncbi.nlm.nih.gov/http://www.peer.hdwg.org/http://www.peer.hdwg.org/http://www.peer.hdwg.org/http://www.peer.hdwg.org/http://www.ncbi.nlm.nih.gov/


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communic

ation

skills,

verbal

communication, non

verbal

communicat

ion,

paraverbal

communicat

ion.

http://www.nc

bi.nlm.nih.gov

/

LI 5 Scholar.goo

gle.com and

search

communic

ationskills,

effective

communicat

ion,

Doctors

communicat

ion skills.

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

www.nhmrc.g

ov.au/

LI 5 Scholar.goo

gle.com and

search

communic

ationskills,

effective

communicat

ion,

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt
http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.nhmrc.gov.au/http://www.nhmrc.gov.au/http://www.nhmrc.gov.au/http://www.nhmrc.gov.au/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/


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Doctors

communicat

ion skills.

www.fmshk.or

g/

LI 5 Scholar.goo

gle.com andsearch

communic

ationskills,

effective

communicat

ion,

Doctors

communicat

ion skills.

Digital

(pdf)

Idea Yes Content

ofInforma

tion

Yes Is it

applicable?

Doubt

www.bmj.com LI 6 Scholar.goo

gle.com and

search

Health

Outcomes

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

http://www.nc

bi.nlm.nih.gov

/

LI 7 Scholar.goo

gle.com and

search

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt

www.ncbi.nlm

.nih.gov

LI 8 Scholar.goo

gle.com and

search

the effect

of effective

communicat

ion to health

outcomes

Digital

(pdf)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt
http://www.fmshk.org/http://www.fmshk.org/http://www.bmj.com/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.ncbi.nlm.nih.gov/http://www.bmj.com/http://www.fmshk.org/http://www.fmshk.org/


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www.medind.

nic.in

LI 8 Scholar.goo

gle.com and

search

the effectof effective

communicat

ion to health

outcomes

.

Digital

(Html)

Idea Yes Content

of

Informa

tion

Yes Is it

applica

ble?

Doubt
http://www.medind.nic.in/http://www.medind.nic.in/http://www.medind.nic.in/http://www.medind.nic.in/


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4.4APPENDIX

1. Lukman Hakim

Apakah bapak memiliki pengalaman yang mengesankan saat berkunjung ke

dokter?

Jawaban : Ya, saya punya pengalaman yang mengesankan. Suatu saat ketika sayasakit, saya melakukan kunjungan ke seorang dokter swasta. Kemudian saya ditanyai

beberapa pertanyaan mengenai kesehatan saya. Saya pun menjawab, dan dokter itu

bertanya secara normal dan cepat. Kemudian saya diberi resep dan selesai. Waktunya

terasa sangat cepat.

Peristiwanya adalah saya mengetahui apa yang sebenarnya seorang dokter pikirkan

ketika sedang dibelakang pasien nya. Meskipun dokter itu di depan saya terlihat normal,

namun ternyata tidak ketika sedang di belakang saya. Saya sangat kecewa dengan sikap

dokter tersebut.

Siapakah dokter yang bapak kunjungi?

Jawaban :Dokter yang saya kunjungi adalah seorang dokter yang masih muda. Beliau

ternyata adalah seorang dokter yang baru 3 tahun lulus dari pendidikannya.

Dimanakah bapak berkunjung dengan dokter itu?

Jawaban :Saya berkunjung kepada dokter itu di sebuah rumah sakit swasta, kebetulan

saya kenal dengan salah satu pegawai rumah sakit swasta itu. Sehingga sayapun

berkunjung berobat ke rumah sakit swasta itu.

Kapan bapak berkunjung ke dokter itu?

Jawaban : Saya berkunjung sekitar 4 tahun yang lalu.

Mengapa bapak merasa tersinggung dengan hal-hal tersebut?

Jawaban : Saya merasa tersinggung dan kecewa karena dokter tersebut tidak

memberikan pelayanan yang semaksimal ia bisa berikan. Setelah saya ketahui dari

teman saya, ternyata dokter itu memberikan obat yang tidak seefektif layaknya obat

yang lain. Dokter itu berkeinginan agar pasiennya kembali datang lagi dan membeli obatlagi. Sepertinya itu merupakan strategi ekonomis. Dan saya sebagai pasien merasa

dirugikan.


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Bagaimana saran bapak agar masalah ini tidak terulang lagi kedepannya?

Jawaban :Saran saya adalah memerbaiki kompetensi dokter yang sudah ada. Memang

boleh seorang dokter untuk berorientasi pada bisnis. Namun orientasi tersebut tidak

boleh merugikan pasien manapun. Karena pada hakekat nya, seorang dokter ada untuk

melayani pasien. Bukan untuk mempermainkan pasien.

2. Fildzah Dini Atikah S

Selamat malam. Perkenalkan nama saya Fildzah Dini Atikah, mahasiswa fakultas

kedokteran Universitas Airlangga. Bolehkah anda menjadi narasumber saya

mengenai kemampuan komunikasi dokter ?

Jawaban : Iya, silahkan.

Terima kasih. Baik, pertama apakah anda pernah konusltasi ke dokter ?

Jawaban : Iya, baru kemarin saya konsultasi ke dokter.

Bagaimana menurut anda mengenai dokter ?

Jawaban : Menurut saya, dokter sangat baik dan ramah.

Mengapa anda mengatakan demikian ?

Jawaban : Karena selama saya mengunjungi rumah sakit dan bertemu dengan dokter,

dokter selalu bersikap sangat ramah kepada saya. Saya belum pernah bertemu dengan

dokter yang berkelakuan buruk di depan pasien.

Terima kasih, jadi menurut anda, apakah komunikasi dokter sudah baik ?

Jawaban : Iya, sudah sangat baik. Tapi, terkadang ada satu atau dua dokter yang

mengalami mis komunikasi dengan pasien.

Mengapa anda mengatakan demikian ? Bisakah anda berbagi pengalaman?

Jawaban : Iya, tetapi ini bukan pengalaman saya, melainkan pengalaman almarhumah

saudara saya. Semalam sebelum meninggal, dokter yang menangani menyuntiknya

tanpa memberitahu dan meminta izin kepada keluarga saya.

Apakah saya bisa tahu, almarhumah saudara anda disuntikkan apa ?

Jawaban : Maaf, saya juga kurang tahu. Tetapi, keluarga pasien yang lain mengatakan

bahwa hal itu telah menjadi malpraktik yang dilakukan oleh dokter.

Oh, baik. Saya minta maaf sebelumnya. Jadi, apa yang anda dapat simpulkan

terhadap kemampuan komunikasi oleh dokter Indonesia ?


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Jawaban : Iya. Yang dapat saya simpulkan mengenai dokter Indonesia yaitu mereka

sudah sangat baik dan ramah kepada pasien, tetapi saya berharap, kasus pada

almarhumah saudara saya tidak terjadi lagi oleh dokter kedepannya.

Baik, semoga dokter Indonesia dapat jauh lebih baik kedepannya seperti yang

anda dan semua masyarakat harapkan. Terima kasih banyak atas waktunya. Sayameminta maaf jika ada salah kata dan mengganggu aktivitas anda.

Jawaban : Sama-sama.

3.

Rana Hanifah Harsari

Selamat malam mbak. Mohon maaf mengganggu waktu Anda. Apakah Anda ada

waktu luang untuk dapat menjadi narasumber saya?

Jawaban : Malam. Tentu, silahkan saja.

Saya ingin mewawancarai Anda perihal komunikasi antara dokter dan pasien.

Sebelumnya, apakah Anda memiliki pengalaman berkonsultasi dengan seorang

dokter?

Jawaban : Iya, kira-kira seminggu yang lalu saya pergi ke klinik untuk

menkonsultasikan masalah saya

Bagaimana sikap dan perilaku dokter tersebut saat berkonsultasi dengan Anda?

Jawaban : Menurut saya, dokter tersebut kurang menunjukkan keramahan kepada

pasien. Ini terlihat dari kesan awal yang ditunjukkan. Pada awal saya masuk ruang

periksa, dokter tersebut tidak menyapa atau menyampaikan sapaan/salam pada saya.

Selain itu, dokter tersebut tidak memperkenalkan diri terlebih dahulu dan tidak berusaha

mencari tahu nama saya, sehingga saya merasa kurang diperhatikan. Selama konsultasi,

dokter tersebut tidak menggunankan nama saya dalam sebutannya sehingga

menimbulkan kesan yang kurang dekat dengan pasien. Kemudian, dokter tersebut juga

tidak mempersilahkan saya untuk duduk di tempat yang disediakan. Oleh karena itu,

saya merasa kesan awal saya pada dokter tersebut kurang baik. Bagaimana yang Anda rasakan saat berkomunikasi dengan dokter tersebut?

Apakah Anda puas dengan pelayanan dan konsultasinya?

Jawaban : Untuk masalah pelayanannya, saya rasa masih kurang. Selain yang telah

saya sebutkan sebelumnya, sang dokter tidak berusaha mendekatkan diri dengan pasien


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dengan mengangkat topik-topik ringan yang dapat mejadikan suasana lebih nyaman.

Selain itu, dokter tersebut masih sempat mengecek smartphonenya di tengah

pembicaraan kami. Sebenarnya saya berkonsultasi dengan dokter tersebut sebanyak dua

kali, yang pertama saya sendiri dan yang kedua didampingi oleh orang tua saya. Pada

pertemuan pertama, sikap sang dokter sama seperti yang saya sampaikan sebelumnya,namun pada pertemuan kedua, dokter tersebut lebih menunjukkan keramahan pada saya

dan orang tua saya. Untuk masalah konsultasinya, saya rasa sudah cukup baik. Terjadi

tanya jawab diantara saya dan dokter agar sang dokter memahami keadaan yang saya

alami. Saya cukup puas dengan analisis yang dilakukan dokter tersebut. Dokter tersebut

menjelaskan bagaimana penyakit tersebut bisa saya derita dan bagaimana perawatan

terbaik atas penyakit yang saya derita tersebut.

Apakah Anda dilibatkan dalam keputusan akhir tindakan treatment yang akan

Anda lakukan?

Jawaban: Saya memang tidak terlalu dilibatkan karena penyakit yang saya derita tidak

terlalu parah sehingga tidak memunculkan beberapa opsi yang harus saya ambil dalam

treatment saya. Dokter menjelaskan perawatan yang akan saya ambil dengan jelas,

sehingga saya dapat memahami , menerima, dan melakukan treatment tersebut .

Apakah Anda merasa konsultasi yang Anda lakukan tersebut dapat membantu

proses penyembuhan penyakit Anda?

Jawaban: Iya, saya rasa konsultasi tersebut sangat membantu saya sehingga saat ini

penyakit saya mulai perlahan sembuh. Namun yang sangat disayangkan adalah

pelayanan yang kurang ramah dari sang dokter membuat kesan yang kurang baik di mata

pasien.

Apakah yang Anda harapkan agar komunikasi antara dokter dan pasien dapat

berjalan dengan baik?

Jawaban : Selain memang dari kepandaiannya dalam menganalisis suatu penyakit,

dokter tersebut juga harus menerapkan sikap ramah pada pasien. Ingat kesan awal pasien

terhadap dokter sangat penting, baik bagi reputasi dokter itu sendiri maupun dalam

proses penyembuhan dari penyakit pasien yang datang kepadanya. Karena dengan

suasana yang nyaman, membuat pasien lebih rileks dan secara tidak sadar mengurangi

sakit yang dirasakan karena penyakitnya. Selain itu, setidaknya dokter berusaha


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mendekatkan diri dengan pasien, sehingga pasien merasa nyaman dalam menceritakan

segala keadaan yang menyangkut tentang penyakitnya. Dengan begitu, proses

komunikasi (konsultasi) antara dokter dan pasien dapat berjalan dengan baik.

Baiklah. Terima kasih mbak, atas kesempatan yang diberikan untuk

mewawancarai Anda. Mudah-mudahan Anda dapat segera sembuh.Jawaban : Sama-sama. Semoga tugas kuliah Anda dapat berjalan lancar.

4. Ibrahim Syamsuri

Hari ini saya akan mewawancarai anda tentang bagaimana kinerja dokter ,

apakah anda bersedia?

Jawaban :baik , saya akan menjawab sesuai yang pernah saya alami.

Aapakah anda pernah ke dokter ?

Jawaban :pernah.

Untuk apa kegiatan anda ke dokter tersebut ?

Jawaban :untuk mengecek kondisi badan saya , karena saya sedang tidak enak badan

pada saat itu.

Dan apakah ada kendala saat periksa di dokter tersebut ?

Jawaban : sebenarnya tidak terlalu terkendala , tapi yang saya rasakan bahwa dokter

nya agak terlalu cuek.

Maksud anda dokter nya cuek ?

Jawaban :dokter nya bermuka datar dan hanya bertanya yang diperlukan saja setelah

itu langsung memberi resep.

Boleh dijelaskan lebih detail ?

Jawaban :ketika itu saya sedang sakit , kondisi saya tidak enak badan dan tubuh saya

panas , maka saya langsung pergi ke puskesmas untuk memperiksakan kondisi saya ,

setelah menunggu saya dipersilakan masuk , saya langsung dipersilakan duduk tetapi

dengan bahasa yang agak tegang . Setelah itu dokter langsung menanyai bagaimanakondisi saya , disaat ini saya sebenarnya senang bahwa dokter bertanya , tapi yang tidak

saya suka adalah bagaimana dokter tersebut menentukan keputusan secara cepat tanpa

bertanya hal yang lebih detail kepada saya bahkan dia langsung memberikan saya resep

padahal saya ingin bertanya lebih banyak lagi . jadi saya ragu untuk meminum obat


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tersebut . Mungkin akibat pasien dia yang sangat banyak sehingga dia bekerja dengan

cepat tanpa peduli pribadi pasien.

Apakah ada dampak positif terhadap anda ?

Jawaban : ya alhamdulillah obat tersebut manjur , tetapi tetap saja saya tidak puas

dengan kinerja dokter. Lalu bagaimana saran anda untuk dokter-dokter disana

Jawaban : saya berharap dokter-dokter di luar sana lebih all-out dalam menangani

pasien , lebih peduli dalam kondisi pasien , dan lebih ramah terhadap pasien , saya juga

berharap dokter tidak hanya mencari keuntungan semata tetapi juga peduli segala hal

tentang pasien seperti kepribadiannya.

Baik , terima kasih atas sarannya

Jawaban :oke.

5. Emil Prabowo

Bolehkah saya mewawancarai anda?

Jawaban :Boleh.

Siapa dokter yang anda percaya untuk berobat.

Jawaban :dr. S.

Dimanakah anda berobat?

Jawaban :Di tempat praktek di samping rumah di Jl. K.

Bagaimana kesan pelayanan dokter tersebut?

Jawaban :Memuaskan tapi sedikit terburu-buru.

Kapan terakhir berobat ke dokter tersebut?

Jawaban :Bulan Mei 2014.

Kenapa anda memilih berobat disana?

Jawaban :Karena tempatnya dekat, punya rekap medis.

Apa yang anda rasakan pada saat berobat di dokter tersebut?

Jawaban :Dokternya cukup komunikatif namun kurang sopan.

Apa kendala dan kekurangan dalam komunikasi dokter tersebut?

Jawaban :Dokter tersebut masih ada kekurangan pada cara berkomunikasi yang baik

dan nada yang tepat. Karena saya jujur orangnya agak mudah tersinggung dan saya


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cukup tersinggung ketika beliau dalam memberikan pesan dengan nada yang menurut

saya tinggi. Dan saya tidak berani untuk mengatakan pada beliau. Namun saya cukup

puas dengan komunikasi pada perawat/pembantunya karena cukup membuat saya

paham dan lebih enak didengar.

Apa saran untuk cara dokter berkomunikasi?Jawaban : Seharusnya dokter lebih membuat pasien tenang, apalagi pasien datang

dalam kondisi yang sakit. Dengan dokter yang baik dalam menyampaikan pesan maka

kita sebagai pasien akan lebih percaya pada dokter tersebut.

6. Nuzula Fikrin Nabila

Apakah dokter secara umum sudah berkomunikasi dengan baik?

Jawaban :Ya

Apakah dokter pernah memotong pembicaraan Anda? Jika ya, berapa kali?

Jawaban :Pernah, sekali dua kali.

Apa Anda memberikan informasi kepada dokter tanpa ditanya terlebih dahulu atau

harus ditanya?

Jawaban :Ditanya dulu

Apakah dokter terlihat acuh dengan apa yang Anda sampaikan?

Jawaban :Tidak, dokter terlihat mendengarkan dengan seksama dan penuh perhatian

Apakah dokter memberikan opsi treatment atau langsung pada satu pilihan saja?

Jawaban :Memberikan opsi

Apakah dokter memberikan opsi obat generic atau bermerk?

Jawaban :Ya

Apa dokter memberikan penjelasan tentang diagnosisnya?

Jawaban :Ya

Apa dokter memberikan penjelasan tentang kekurangan atau kelebihan tiap opsi

treatment atau obat?

Jawaban :Ya

Apa dokter menggunakan media untuk memperjelas informasi yang disampaikan?

Jawaban :Tidak, hanya berupa kata-kata saja


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Apa dokter bertanya memastikan apakah Anda sudah memahami penjelasannya

atau belum?

Jawaban :Ya

Apa dokter mau menerima saran dari Anda atas treatment atau obat yang akan

diberikan?Jawaban :Ya

Apa dokter memberikan sumber informasi lebih jauh jika Anda masih ingin tahu

lebih dalam tentang kondisimu?

Jawaban :Ya

Apa yang menurut Anda masih kurang dari proses komunikasi yang terjadi?

Jawaban :Tidak ada

7. Oretha Istiqomah Sunarto

Selamat malam saya mahasiswa univ airlangga disini saya ingin mewawancarai

anda mengenai pengalaman anda saat pergi kedokter untuk menyelesaikan tugas

EBL.

Sudah berapakali anda pergi kedokter?

Jawaban :kira-kira lebih dari dua puluh kali.

Kapan terakhir kali anda pergi kedokter?

Jawaban :sekitar tiga bulan yang lalu.

Apa kesan pertama anda saat berkunjung ke dokter tersebut?

Jawaban :saya merasa percaya karena dokternya beribawa.

Apa pelayanan pertama yang dilakukan dokter tersebut?

Jawaban :mengucapkan salam dan memperkenalkan diri.

Apa kalimat atau pertanyaan pertama yang dokter tersebut ucapakan kepada anda?

Jawaban :apa yang dirasakan?

Apa keluhan anda saat itu?

Jawaban :pusing berat, demam tinggi, nyeri pada perut.

Apakah anda merasa sudah mendapatkan waktu yang cukup untuk menyampaikan

keluhan anda?

Jawaban :sudah


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Apa yang dilakukan oleh dokter tersebut pada saat anda menyampaikan keluhan

anda?

Jawaban :mendengarkan dengan baik, tanpa penyelaan sedikitpun.

Apakah anda merasa nyaman dengan tindakan dokter tersebut?

Jawaban :sudah Setelah anda menyampaikan keluhan anda, apakah dokter tersebut memberikan

penjelasan secara jelas kepada anda mengenai penyakit yang anda derita?

Jawaban : iya

Media apa saja yang digunakan dokter tersebut untuk memberi penjelasan kepada

anda mengenai penyakit yang anda derita?

Jawaban :Hanya berupa kata-kata saja

Apakah setelah diberi penjelasan anda merasa lebih memahami tentang penyakit

yang anda derita?

Jawaban :iya

Apa obat yang disarankan oleh dokter tersebut?

Jawaban :saya lupa

Apakah dokter tersebut menyampaikan saran-saran lain kepada anda selain

pemberian obat?

Jawaban :iya

Apa yang disaran oleh dokter tersebut?

Jawaban : Banyak istirahat, jangan makan yang asem-asem atau pedes, makan yang

teratur.

Apakah menurut anda perlayanan yang dierikan oleh dokter tersebut sudah baik?

Jawaban :sudah

Apa harapan anda terhadap pelayanan dokter di Indonesia saat ini?

Jawaban : Sekarang ini banyak dokter yang telah lupa akan tugas utamanya sebagai

dokter yaitu, mengabdi kepada masyarakat. Jadi mereka cenderung melupakan kualitas

pelayanan yang membuat pasien merasa nyaman. Saya berharap dokter-dokter baru

dimasa depan memberikan pelayanan yang lebih baik, lebih ramah, dan lebih peduli

dengan kesehatan pasiennya.


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Apakah anda setuju dengan anjuran dokter?

Jawaban :Iya.

Kenapa anda setuju?

Jawaban :Karena sudah pernah pergi ke dokter itu, jadi sudah percaya.

Bagaimana layanan dari dokter?

Jawaban :Enak, bagus.

Apa yang anda rasakan?

Jawaban :Saya merasa nyaman.

Documents

Effective Communication between doctor and patient