PROSES PERTUKARAN INFORMASI ANTARA TENAGA KESEHATAN DAN PASIEN TENTANG PROGRAM RUJUK BALIK DI PUSKESMAS RANOTANA WERU

Abstract

This study aims to determine how the process of information exchange between health workers and patients about the Referral Back Program (PRB) at the Ranotana Weru Community Health Center, Manado City, takes place. PRB is a BPJS Health service for patients with chronic diseases in stable conditions to continue treatment at Primary Health Care Facilities This study uses a descriptive qualitative method with Joseph A. DeVito's main theory of Interpersonal Communication, which emphasizes five dimensions: openness, empathy, support, positivity, and equality. Data was obtained through in-depth interviews with eight informants (four health workers and four patients). The results of the study indicate that the information exchange process is quite effective. Openness is evident in the transparent two-way communication, despite the challenges posed by medical terminology. The empathy of health workers at community health centers was rated as good, in contrast to referral hospitals, which needed improvement. Support was provided through motivation and education on the Mobile JKN application. Positive feelings were demonstrated through the patience of the staff, and equality was applied without discriminating against the patients' backgrounds. It was concluded that effective interpersonal communication plays an important role in the success of PRB.