Komunikasi Kesehatan dan Pelanggaran Harapan Pasien Medan yang Berobat di Penang Malaysia

Abstract

This study aims to analyze health communication and expectancy violations experienced by patients from Medan who seek medical treatment in Penang, Malaysia, as well as to identify the driving factors behind their decision to pursue healthcare abroad. The increasing number of Medan patients seeking medical services overseas reflects weaknesses in the healthcare system and communication practices in Medan. This research employs a qualitative approach based on a constructivist paradigm, using concepts and theories related to intrapersonal communication, health communication, self-disclosure, expectancy violations, and cognitive dissonance. Data were collected through observation, in-depth interviews, and documentation. Interviews were conducted with five main informants (patients from Medan) and two triangulation informants (a doctor and a medical travel agent). The findings reveal that patients feel more comfortable and satisfied with the communication styles of medical professionals in Penang, who are perceived as more open, empathetic, and informative. Expectancy violations experienced by patients from Medan in Penang were predominantly positive. Factors motivating Medan patients to seek treatment in Penang include medical professionalism, comprehensive facilities, service efficiency, relatively affordable costs, and modern medical infrastructure. These findings highlight the urgent need to improve the quality of health communication within Indonesia’s healthcare system in order to meet patient expectations and reduce the reliance on foreign medical services