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The Importance of Therapeutic Communication to Influence Patient Satisfaction

Rahayu Fitrianingtyas, Rani Soraya W., Retyaningsih Ida Y., Richa Mandilla School of Nursing Diponegoro University, 2013

Introduction
In fact, in the clinical practice of nursing found many nurses who have not applied therapeutic communication. It can be seen from the way the nurse will initiate the intervention is not preceded by a greeting and did not explain the interventional procedure.

Poor communication can even be dangerous as misunderstanding and can cause misdiagnosis and even medication errors. Communication is very important because it could be influence the level of patients satisfaction with health care services (Asrin & Phil Maude, 2006).

Therapeutic Communication in Nursing


Therapeutic communication is a process that emphasizes focused, non judgemental interaction, allowing an individual to feel safe, to share innermost feelings (Hellesvig & Gaskell, 2011).

The benefit of therapeutic communication


1.

2.

3.

helps to gain the patients trust therefore his/her cooperation in the application of his/her care plan. helps to derive the necessary information from the patient helps the patient to verbalize what he/she is feeling.

technique of communication therapeutic


1. Listening attentively
2. Indicate acceptance 3. Asking questions related. 4. Repeating greeting clients by using their

own words. 5. Focusing

6. Offers information 7. Silent

8. Summarizing
9. Reward 10. Provide an opportunity for the client to

initiate the conversation 11. Encourage to continue talks

How to aplicate therapeutic communication in daily practice clinic


Greeting and introduction Provide an opportunity for patient to start a

conversation maintain eye contact that transmits the desire to listen,

posture that shows interest by not crossing

her legs or hands, Give feedback when patients talk Listening without judgment conversation Asking questions related Encourage to continue talks Summarizing

Reference Barry. 2007. Healthcare Communication: Theory and Practice. London: Open University Press. Hellesvig, Karen & Gaskell. (2011). Deffinition of therapeutic communication. Availabel online at www.lifestrong.com/article/87211deffinitionoftherapeuticcommunication. Access on March 6th, 2013. Joshi, Priyanka D., Maureen Almeida and Prabha D. Sheta. 2010. Attitude Toward Physical Contact in a Therapeutic Setting: Role of Gender and Expertise. Journal of the Indian Academy of Applied Phsycology. Vol.36(1):35-43 Pinto, Rafael Zambelli et. al. 2012.Patient-Centred Communication is Associated with Positive Therapeutic Alliance: a Systematic Review. Journal of Physiotherapy. Vol 58 Szubzda, Anna Wloszczak and Miroslaw Jerzy Jarosz. 2012. Professional Communication Competences of Nurses. Annal of Agriculutural and Environmental Medicine. Vol 19 (3): 601-607

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