Pelayanan Kesehatan dalam Pendekatan Komunikasi Antarbudaya (Studi Fenomenologi Pelayanan Kesehatan Dokter Kepada Pasien di Rumah Sakit Umum Pusat Haji Adam Malik Medan)

Abstract

This study aims to determine the healthcare process from doctors to patients at instalasi Rawat Jalan RSUP H. Adam Malik in intercultural communication approach, how the doctor’s understanding when communicating with patients of different cultures and what intercultural communication barriers that unfluence the healthcare process from doctors to patients. The method used in this research is a qualitative method with a phenomenological viewpoint. The research was conducted through observation and in-depth interviews with 5 doctors and 4 patients in Instalasi Rawat RSUP H. Adam Malik. Research findings indicate that there are still doctors who are very limited in giving explanations to patients, lack of information and impressed in a hurry. Characteristics of doctors and patients as well as situational factors contribute to give effect to the health service. Intercultural barriers such as language, experience, physical barriers, competition and nonverbal barriers such as body languages, intonation and rate of speech are barriers that arise in this study. These constraints affect the health care received by patients but not about the wrong choice of diagnostic procedure, the effect is about patien’s unsatisfaction. Otherwise, intercultural barriers will not affect the diagnosis disease because enforcement of the patient’s diagnosis disease is not only depend on communication between doctors and patients, but there are other factors that are also important, namely physical examination and other investigation such as laboratory examination and radiology. These three things must be combined and adjusted before the diagnosis is established. The point is the process of healthcare from doctors to patients at Instalasi Rawat Jalan RSUP H. Adam Malik has not run optimally. Doctors need to improve their communication skills in dealing with patients to create effective communication in health services and the treatment process.