Pengalaman Tenaga Kesehatan dalam Pelayanan Pasien Mancanegara di RSU Tipe B
DOI:
https://doi.org/10.57218/jkj.Vol5.Iss2.2595Kata Kunci:
kompetensi budaya, pasien mancanegara, rumah sakit tipe BAbstrak
Multikulturalisme dalam pelayanan kesehatan menjadi tantangan bagi rumah sakit yang melayani pasien mancanegara, terutama terkait hambatan komunikasi dan perbedaan budaya. Penelitian ini bertujuan mengidentifikasi hambatan yang dialami tenaga kesehatan dalam memberikan pelayanan lintas budaya di salah satu RSU Tipe B di Indonesia. Penelitian menggunakan pendekatan kualitatif fenomenologi dengan melibatkan tujuh tenaga kesehatan dan petugas lini depan yang dipilih secara purposive. Data dikumpulkan melalui wawancara mendalam dan observasi, kemudian dianalisis menggunakan proses coding, kategorisasi, dan penarikan tema. Hasil penelitian mengidentifikasi tiga tema utama, yaitu: (1) respons psikologis tenaga kesehatan berupa rasa percaya diri, takut, dan cemas saat menghadapi perbedaan budaya; (2) strategi adaptif melalui komunikasi verbal, nonverbal, dan penggunaan aplikasi penerjemah; serta (3) kendala bahasa dan keterbatasan penerjemah yang menyebabkan komunikasi kurang efektif, memperlambat pelayanan, dan meningkatkan risiko kesalahpahaman. Temuan menunjukkan bahwa hambatan pelayanan lintas budaya terutama disebabkan oleh rendahnya kompetensi budaya dan belum optimalnya dukungan sistem rumah sakit. Oleh karena itu, diperlukan penguatan kompetensi budaya melalui pelatihan, penyediaan layanan penerjemah, dan kebijakan pelayanan yang lebih inklusif untuk meningkatkan mutu dan keselamatan pelayanan bagi pasien mancanegara.
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