Roleplay Komunikasi Terapeutik pada Pasien Komplain

Summary

This video script details a therapeutic communication process between a healthcare team and a patient named Mrs. Sharla, who is experiencing discomfort with her treatment at the hospital. The team, including nurses, doctors, and a nutritionist, works together to address her concerns about late medications and inconsistent meal delivery. They ensure she feels heard and offer solutions to improve her care. The script follows the stages of therapeutic communication, including the pre-interaction phase, orientation, working phase, and termination, all aiming to enhance the patient's comfort and satisfaction with her treatment.

Takeaways

• 😀 The healthcare team, consisting of nurses, doctors, and dietitians, works together to address the patient's complaints and ensure a positive care experience.
• 😀 In the pre-interaction phase, medical staff prepare themselves by discussing strategies for addressing the patient's concerns and ensuring effective communication.
• 😀 The orientation phase focuses on building a relationship with the patient, ensuring their comfort, and explaining the roles of each healthcare team member.
• 😀 A complaint from the patient (Mrs. Sharla) involves delayed medication and inappropriate meal timing, which are acknowledged by the team.
• 😀 The medical team listens to the patient's family and understands the concerns raised about delayed medication and meals.
• 😀 In the working phase, the team begins directly addressing the patient's complaints, including coordinating with pharmacy and dietitian teams to resolve issues.
• 😀 The doctor reassures the patient, explaining that steps are being taken to prevent delays in medication and meals.
• 😀 The dietitian apologizes for the meal-related concerns and commits to working with the team to ensure better service moving forward.
• 😀 The patient expresses feeling stressed due to the delays, and the psychologist offers support for stress management.
• 😀 In the termination phase, the healthcare team summarizes the interaction, emphasizes the improvements to be made, and expresses gratitude for the patient and family's cooperation in improving the care process.

Q & A

What is the main issue that the patient, Nyonya Sharla, is experiencing?

Nyonya Sharla is experiencing discomfort due to delayed medications and improper meal delivery times, leading to dissatisfaction with her care.

What is the role of the healthcare team during the pre-interaction phase?

During the pre-interaction phase, the healthcare team, including nurses, doctors, and nutritionists, prepares for the meeting with the patient. They discuss strategies to address the patient's complaints and ensure smooth communication.

How does the healthcare team address the patient's complaint about delayed medication?

The healthcare team, including Dr. Denis, explains that they have coordinated with the pharmacy to ensure medication is delivered on time in the future, addressing the concern about medication delays.

What is the significance of the orientation phase in the therapeutic communication process?

The orientation phase is critical as it establishes an initial relationship between the patient and healthcare team, focusing on the patient's comfort and understanding of the care process. It is the first step in building trust and clear communication.

What specific complaint did the patient have about the meal service?

The patient complained that meals were not delivered at the correct times, with meals often arriving too late, sometimes at 3 PM or 2 PM, when the patient expected them at a more consistent time, such as lunch time.

How does the healthcare team respond to the meal delivery issue?

The healthcare team acknowledges the complaint and apologizes. The nutritionist takes responsibility and commits to coordinating with the team and improving the meal delivery process to avoid future delays.

What does the nutritionist promise to do in response to the complaints?

The nutritionist promises to coordinate with the medical and nursing staff to address the meal delivery issues and consult with the doctor to ensure improvements in meal timing.

How does the healthcare team handle the patient's emotional stress and feelings of being overwhelmed?

The healthcare team is empathetic and offers support, with the psychologist offering assistance to address any emotional stress or difficulty in adjusting to the hospital environment.

What is the role of the termination phase in the therapeutic communication process?

The termination phase marks the end of the interaction, where the healthcare team summarizes the discussions, outlines the follow-up actions, and thanks the patient and family for their feedback, ensuring that the patient's needs have been addressed.

How does the healthcare team ensure the patient's concerns are properly addressed?

The healthcare team listens carefully to the patient's complaints, coordinates with relevant departments (like pharmacy and nutrition), and explains the steps they are taking to resolve the issues, ensuring the patient feels heard and reassured.