Komunikasi EFEKTIF

Provider Kesehatan

08/04/16

ISBAR

Introduction
State your name and unit
I am calling about
(patient name)

Situation
Patient age
Gender
Pre-op diagnosis
Procedure
Mental status
pre-procedure
Patient
stable/unstable

Background

Pertinent medical histor

Allergies
Sensory Impairment
Family location
Religion/culture
Interpreter required
Valuables deposition
5

Background Dirawat
Keluhan Utama
Diagnosis dg data
penunjang
Skin integrity
Musculoskeletal restrictions
Tubes/drains/catheters
6

Assessment

Vitals

Isolation required
Skin
Risk factors
Issues I am concerned
about
7

Recommendation/Request

Specific care
required
immediately or soon

Priority areas
Pain control
IV pump
Family
communication

CONTOH SBAR
S: SAMPAIKAN SITUASI SAAT INI
ATAU ALASAN LAPORAN
B: LATAR BELAKANG DIRAWAT
A: ASSESSMEN YG SUDAH
DILAKUKAN
R: REKOMENDASI SAUDARA UNTUK
DOKTER
08/04/16

HAND OVER
DOKTER SPESIALIS - DOKTER
UMUM
PERAWAT PERAWAT
PERAWAT

URJ PERAWAT URI

PERAWAT ANTAR SHIFT

DLL

08/04/16

10

HAND OVER

KOMUNIKASI TENAGA
KESEHATAN DENGAN
KONSUMEN

08/04/16

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POLA KOMUNIKASI
ORIENTASI
KERJA
TERMINASI

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Complaints
&
Compliments

08/04/16

Response Strategy
For both Complaints & Compliments
Prompt
Speed of response is correlated to satisfaction

Authoritative
Dont equivocate tell the consumer what will be done

Follow

up

Do what you say will be done

Measurement
Measure effectiveness afterward

15

Response Strategy:
Prompt
Speed of the response is related to
satisfaction with outcome

Complaint
I am sorry that

Compliment
Thank you

16

Response Strategy:
Authoritative
Do tell the person what will be done, when
& ask permission

Complaint
I will do
[] right
way, alright?

Compliment
I would like to
share this with [
], OK?
17

Response Strategy
Follow

up

Do what you say will be done

Consequence of not following up

Measurement
Measure effectiveness by asking
Add this to surveys?
18

Type of Response
Task Specific Errors e.g., lost or
damaged articles, wrong meals, wrong
Rx, wrong Tx

Recovery
Apologize
Compensate
Demonstrate

19

Type of Response
Process Specific Errors rude
behavior or brusque behavior (actual
or perceived), schedule delays,
missed appointments

Recovery

Apologize
Explain
Demonstrate
20

The Barriers
Personal Defensiveness
Professional Pride
Culture
Loss of Wisdom
Task focus vs. person focus

21

SELAMAT
MENCOBA

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Klmp 4: Yankep holistik, caring, yan prima

Klmp 3: CLMHNupaya peningkatan
caring----prima----puas
Klmp 1: CLMHN---meningkatkan
perhatian----holistik---puas---loyal
Klmp 2: Perawat CLMHNholistik,
kompre dg perilaku caring dan prima--puas konsumen dan provider
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