<![CDATA[Abstract. The triage process in the Emergency Department (ED) is an essential stage in determining patient treatment priorities based on the level of emergency. Effective communication between nurses and patients' families is crucial because differences in understanding the triage priority system may lead to miscommunication, anxiety, conflict, and decreased trust in healthcare services. This study aims to identify the types of communication used by nurses with patients' families during the triage process, analyze interpersonal communication strategies in overcoming miscommunication, identify communication barriers, and understand the reasons why nurses apply an interpersonal communication approach in ED services. This research employed a constructivist paradigm with a qualitative approach using a case study method conducted at the Emergency Department of Santosa Bandung Kopo Hospital. Data were collected through in-depth interviews, observations, and documentation, and were analyzed using data reduction, data presentation, and conclusion drawing techniques. The findings indicate that interpersonal communication plays a significant role in reducing miscommunication during the triage process. Nurses apply openness, empathy, emotional support, a positive attitude, and clear communication using simple and understandable language. The main communication barriers include the psychological condition of patients' families, limited communication time, workload pressure, and a lack of understanding of the triage system. Therefore, interpersonal communication serves as an essential strategy for building trust and improving the effectiveness of healthcare services in the Emergency Department. Abstrak. Proses triase di Instalasi Gawat Darurat (IGD) merupakan tahapan penting dalam menentukan prioritas pelayanan pasien berdasarkan tingkat kegawatdaruratan. Pelaksanaan triase membutuhkan komunikasi yang efektif antara perawat dan keluarga pasien karena perbedaan pemahaman mengenai sistem prioritas dapat menyebabkan miskomunikasi, kecemasan, konflik, dan menurunnya kepercayaan terhadap pelayanan kesehatan. Penelitian ini bertujuan untuk mengetahui jenis komunikasi perawat dengan keluarga pasien selama proses triase, menganalisis strategi komunikasi interpersonal dalam mengatasi miskomunikasi, mengidentifikasi hambatan komunikasi, serta memahami alasan perawat menerapkan pendekatan komunikasi interpersonal dalam pelayanan IGD. Penelitian ini menggunakan paradigma konstruktivisme dengan pendekatan kualitatif melalui metode studi kasus di Instalasi Gawat Darurat Rumah Sakit Santosa Bandung Kopo. Data diperoleh melalui wawancara, observasi, dan dokumentasi, kemudian dianalisis melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa komunikasi interpersonal berperan penting dalam mengurangi miskomunikasi selama proses triase. Perawat menerapkan keterbukaan, empati, dukungan emosional, sikap positif, serta penyampaian informasi dengan bahasa yang mudah dipahami. Hambatan komunikasi meliputi kondisi psikologis keluarga, keterbatasan waktu, tekanan pekerjaan, dan kurangnya pemahaman tentang sistem triase. Komunikasi interpersonal menjadi strategi penting dalam membangun kepercayaan dan meningkatkan efektivitas pelayanan kesehatan di IGD.]]>
