Strategies to enhance patient-centred triage in an emergency department in Botswana : an explorative study

Abstract

Triage allows for patients with life-threatening conditions to be identified and managed first, increasing the waiting times of patients presenting with non-critical conditions. The latter then perceive triage as negative. Even though triage is meant to save lives and improve patient satisfaction, frustrated and dissatisfied patients remain a concern in the selected emergency department of a referral hospital in Botswana. The aim of the study was to explore strategies to enhance patient-centred triage in an emergency department in Botswana. A qualitative descriptive phenomenographic study was done. Data were collected through semi-structured face-to-face interviews with 10 participants (patients) who were triaged in the emergency department. Data was analysed by the healthcare professionals involved in triage. Three categories of description namely environment, nursing staff and waiting times were identified. Based on the findings the healthcare professionals collaboratively planned strategies and outcome spaces to move towards patient-centred triage. Patients were given an opportunity to voice their experiences in triage. Sharing the data obtained from patients with healthcare professionals during the data analysis process was regarded as vital, as it would raise awareness of the way in which patients experienced triage. Being included in the data analysis process, the healthcare professionals understood of the way in which patients’ experience triage and therefore were able to collaboratively plan strategies to move towards patient-centred triage and improve patients’ satisfaction.