<![CDATA[This study aims to identify the forms and processes of interpersonal communication barriers between healthcare workers and patients using BPJS Kesehatan services at Insan Prima Clinic, Beji District, Pasuruan Regency. A qualitative phenomenological approach was employed to understand communication experiences during the healthcare service process. The study utilizes Stephen W. Littlejohn’s communication theory, focusing on cognitive, affective, and behavioral aspects. Data were collected through in-depth interviews, observation, and documentation, then analyzed using the Miles, Huberman, and Saldaña interactive model, with NVivo 12 Pro assisting in coding, thematic grouping, and data visualization. The results indicate that communication barriers manifest across three aspects. The cognitive aspect involves language differences and the use of complex medical terminology, often preventing a shared understanding. The affective aspect is reflected in emotional responses—such as disappointment, annoyance, and anger—triggered by waiting times, service procedures, and limited two-way communication. The behavioral aspect relates to time constraints, rising patient volumes, abbreviated communication, difficulties in two-way interaction, and some patients' failure to adhere to service procedures. These three aspects are interconnected and necessitate communication adjustments from both parties.]]>
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