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PENGARUH HAMBATAN BAHASA TERHADAP TINGKAT KEPUASAN PASIEN: KAJIAN LITERATUR SISTEMATIK [THE INFLUENCE OF LANGUAGE BARRIERS ON PATIENT’S LEVEL OF SATISFACTION: A SYSTEMATIC LITERATURE REVIEW]
Abstract
Language or communication barriers generally occur between patients and medical personnel who have different native languages. Language or communication barriers can negatively impact medical care and the ongoing relationship between patients, providers, and facilities. Language barrier problems can be overcome by using interpreters and it is noted that patients with LEP (Limited English Proficiency) admit to experiencing increased satisfaction when using interpreters rather than not using interpreters. The purpose of this study was to analyze the effect of language barriers on the level of patient satisfaction from various article sources. A number of databases were used including Google Scholar, EBSCO, PubMed, and ProQuest. The inclusion criteria of this study were fulltext articles, in Indonesian and English, with the year of publication in the last ten years (2009 - 2019), only only articles that discussed patient satisfaction. The exclusion criteria were literature review, level of service quality, and level of security. This study applied the critical appraisal developed by Woolliams. A simplified approach by Aveyard was used as a method of this study. Ten articles were included in this study with eight articles revealing language barriers were influenced by the level of patient satisfaction and two articles showed language barriers had no effect. In addition, language barriers can be overcome using interpreters. However, the use of an interpreter is not able to solve the problem of language barriers that affect the level of patient satisfaction.
BAHASA INDONESIA ABSTRACT: Hambatan bahasa atau komunikasi umumnya terjadi antara pasien dan tenaga medis yang memiliki bahasa asli yang berbeda. Hambatan bahasa atau komunikasi dapat berdampak negatif terhadap perawatan medis serta hubungan yang berkelanjutan antara pasien, penyedia, dan fasilitas. Masalah hambatan bahasa dapat diatasi dengan menggunakan interpreter dan hasil menunjukkan bahwa pasien dengan LEP mengakui mengalami peningkatan kepuasan saat menggunakan interpreter daripada tidak menggunakan interpreter. Tujuan penelitian ini untuk menganalisis pengaruh hambatan bahasa terhadap tingkat kepuasan pasien dari berbagai sumber artikel. Database yang digunakan yakni Google Scholar, EBSCO, PubMed dan tambahan database yaitu ProQuest. Kriteria inklusi yakni artikel dalam bentuk full text, artikel menggunakan bahasa Indonesia dan bahasa Inggris, tahun penerbitan dalam sepuluh tahun terakhir (2009 – 2019), hanya tentang tingkat kepuasan pasien. Kriteria eksklusi yakni literature review, tingkat kualitas pelayanan, tingkat keamanan. Penelitian ini menggunakan pengkajian kritik yang dikembangkan oleh Woolliams. Metode pendekatan dengan simplified approach oleh Aveyard digunakan dalam penelitian ini. Terdapat sepuluh artikel dalam penelitian ini dengan delapan artikel menyatakan hambatan bahasa berpengaruh terhadap tingkat kepuasan pasien dan dua artikel menyatakan hambatan bahasa tidak berpengaruh. Selain itu, hambatan bahasa dapat diatasi dengan penggunaan interpreter. Namun penggunaan interpretertidak mampu menyelesaikan permasalahan hambatan bahasa yang berpengaruh terhadap tingkat kepuasan pasien.
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DOI: http://dx.doi.org/10.19166/pji.v17i1.2362
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