Politeness Strategies in Healthcare Communication: An Analysis of Medical Record Officers and Patients Interactions at Health Center

Abstract

This study aims to explore the manifestation of language politeness in the interactions between medical record officers and patients at the Kuranji Health Center in Padang City. Employing a descriptive research method, data were collected through observation, recording, and note-taking techniques to capture the nuances of communication within this healthcare setting. The analysis focused on the realization of six politeness maxims: wisdom, generosity, appreciation, humility, consensus, and sympathy. The findings reveal a varied application of these maxims, with 8 instances of the wisdom maxim, 1 of generosity, 8 of appreciation, 1 of humility, 27 of consensus, and 24 of sympathy. These results indicate that the communication between medical record officers and patients is largely characterized by polite language, with a strong emphasis on consensus and sympathy. The predominance of these two maxims suggests a communicative environment aimed at fostering understanding and support, reflecting the ethical and empathetic standards expected in healthcare interactions. This research underscores the importance of language politeness in healthcare communication, highlighting how it contributes to the overall patient experience and the effectiveness of healthcare delivery