Komunikasi Terapeutik dalam mengatasi Klien Marah, Rewel, dan Komplain

Summary

This video script highlights therapeutic communication between a nurse and a patient. It showcases a scenario where a child, Lala, injures her foot while running home from school. The nurse and doctor respond to the situation, handling both the medical treatment and addressing the mother's concerns about the delay in their arrival. The interaction demonstrates key stages of therapeutic communication, including pre-interaction, orientation, working, and termination phases. Throughout, the nurse applies empathy, clear communication, and reassurance to manage the mother’s anxiety and ensure the child’s well-being.

Takeaways

• 😀 Therapeutic communication builds a relationship between nurses and patients to provide quality care.
• 😀 The therapeutic communication process includes four stages: Pre-interaction, Orientation, Working, and Termination.
• 😀 The pre-interaction stage involves preparation, gathering information, and planning for patient care.
• 😀 During the orientation stage, the nurse introduces themselves, builds trust, and establishes rapport with the patient and family.
• 😀 In the working stage, the nurse assesses the patient, provides care, addresses concerns, and explains treatment.
• 😀 The nurse uses empathy and calm communication when addressing the patient's reluctance to take medication.
• 😀 The termination stage involves ensuring the family understands the care plan and providing instructions for follow-up.
• 😀 Clear communication is crucial when responding to family concerns, such as delays in care due to traffic.
• 😀 The nurse reassures the patient and family about the injury's severity, providing comfort and answering questions.
• 😀 Effective communication requires listening, addressing concerns, and explaining medical information in a way the family can understand.

Q & A

What is therapeutic communication?

Therapeutic communication is a form of interaction that builds a relationship between a nurse and a patient to ensure quality care. It is a structured, purposeful communication that fosters trust and understanding.

What are the four stages of therapeutic communication mentioned in the script?

The four stages of therapeutic communication are: 1) Pre-interaction, 2) Orientation, 3) Working, and 4) Termination.

How does the nurse in the roleplay handle the delay in arrival?

The nurse empathizes with the mother, explains the cause of the delay (traffic), and reassures her that the team is doing their best to arrive as soon as possible.

What role does active listening play in therapeutic communication?

Active listening is crucial as it helps the nurse understand the concerns and feelings of the patient or family, allowing for better responses and emotional support.

What does the nurse do to reassure the mother about the child's injury?

The nurse explains that the injury is not serious, the child’s foot is only sprained, and there are no other complications. She also reassures the mother that with rest and medication, the child will recover.

Why is it important for the nurse to explain the care process to the family?

Explaining the care process helps build trust, reduces anxiety, and ensures that the family understands what to expect, improving overall satisfaction and compliance with care.

How does the nurse address the child’s reluctance to take medicine?

The nurse explains that the medication is necessary for recovery and reassures the child that it will help make the injury feel better, encouraging them to take the medicine despite their reluctance.

What is the significance of the 'termination phase' in the communication process?

The termination phase is where the nurse concludes the interaction by ensuring all concerns are addressed, giving aftercare instructions, and reassuring the family about the recovery process.

How does the nurse handle the mother’s frustration with the service?

The nurse listens to the mother's concerns, apologizes for the delay, and provides a clear explanation of the circumstances. She remains calm and professional throughout, ensuring the mother feels heard.

What are some key communication techniques demonstrated by the nurse?

The nurse demonstrates several key communication techniques, including empathy, active listening, clear explanation, reassurance, and providing emotional support to the patient and family.