Menghadapi Kecemasan Pasien Anak: Building Rapport dalam Komunikasi Terapeutik Perawat

Nadya Pasha Rahmadini (Prodi Ilmu Komunikasi, Fakultas Ilmu Komunikasi, Universitas Islam Bandung, Indonesia.)
Tri Nur Aini Noviar (Prodi Ilmu Komunikasi, Fakultas Ilmu Komunikasi, Universitas Islam Bandung, Indonesia.)

Bandung Conference Series: Communication Management
905 - 914

Anxiety is a common emotional response experienced by pediatric patients during medical procedures in hospitals. This condition manifests itself through rejection, refusal of treatment, and clinging to parents, which can hinder cooperation during the care process. Therefore, nurses require therapeutic communication skills, particularly rapport-building, to create a sense of security and increase trust in pediatric patients. This study aims to describe the forms, communication barriers, and the meaning of rapport-building techniques applied by nurses at Parahyangan Women and Children's Hospital (RSIA) in dealing with pediatric patients' anxiety during medical procedures. The study used a qualitative approach with a case study method. Data were obtained through interviews with four nurses and a child psychologist as triangulation informants, observation, and documentation studies. Data analysis used the Miles and Huberman interactive model. The results showed that building rapport is not done directly with the child, but rather begins with establishing a positive relationship with the parent as an attachment figure and source of security. Children's trust in nurses is formed through a process of trust transfer mediated by the parent. Techniques include the application of parental holding, distraction, communication adjustments based on the child's age and character, and the provision of rewards, which are implemented through the stages of orientation, work, and termination and supported by the application of non-judgmental emotional SOPs.   Kecemasan merupakan respons emosional yang umum dialami pasien anak saat menjalani prosedur medis di rumah sakit. Kondisi ini ditunjukkan melalui tangisan, penolakan tindakan, hingga berpegangan erat pada orang tua sehingga dapat menghambat kerja sama selama proses perawatan. Oleh karena itu, perawat memerlukan kemampuan komunikasi terapeutik, khususnya building rapport, untuk menciptakan rasa aman dan meningkatkan kepercayaan pasien anak. Penelitian ini bertujuan mendeskripsikan bentuk, hambatan komunikasi, dan makna teknik building rapport yang diterapkan perawat di Rumah Sakit Ibu dan Anak (RSIA) Parahyangan dalam menghadapi kecemasan pasien anak selama prosedur medis. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus. Data diperoleh melalui wawancara terhadap empat perawat dan seorang psikolog anak sebagai informan triangulasi, observasi, serta studi dokumentasi. Analisis data menggunakan model interaktif Miles dan Huberman. Hasil penelitian menunjukkan bahwa building rapport tidak dilakukan secara langsung kepada anak, melainkan diawali dengan membangun hubungan positif dengan orang tua sebagai attachment figure dan sumber rasa aman. Kepercayaan anak terhadap perawat terbentuk melalui proses transferred trust yang dimediasi oleh orang tua. Teknik yang diterapkan meliputi parental holding, distraksi, penyesuaian komunikasi berdasarkan usia dan karakter anak, serta pemberian reward, yang dilaksanakan melalui tahapan orientasi, kerja, dan terminasi serta didukung penerapan SOP emotional unjudgement.