Experiences of escort nurses on waiting time and associated challenges in the emergency department at Princess Marina hospital in Gaborone, Botswana.
Date
2025
Authors
Bojosi, Tapiwa
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
Emergency Departments are vital in providing timely care to patients. However, these departments face persistent and prolonged waiting times, which affect patient satisfaction, staff welfare, and healthcare delivery. Escort nurses play a crucial role in inter-facility patient transfer by accompanying, supporting, and caring for patients throughout their emergency department visits. Therefore, they are well-positioned to provide insights into
the effects of waiting times. The study explored the experiences of escort nurses on waiting times and associated challenges in the emergency department at Princess Marina Hospital in Gaborone, Botswana. A qualitative, phenomenological, descriptive design was adopted to thoroughly understand and gain detailed insights into the experiences of escort nurses on waiting times, associated challenges and the overall referral system. Data was collected from 11 escort nurses through in-depth interviews, then analysed thematically and coded using ATLAS.ti software. The study findings revealed three main themes: resource limitations in the Princess Marina Hospital emergency department, operational challenges in the Princess Marina Hospital emergency department, and effects of long waiting times. The study elaborated on several challenges associated with
prolonged waiting times, such as the structure of the emergency department, equipment and staff shortages, lack of essential facilities, inefficient referral and triage processes, and inefficient emergency communication. These findings elucidate the adverse effects of prolonged emergency department waiting times on escort nurses, highlighting how this affects their physical and emotional well-being and reduces job satisfaction. Extended waiting times affect escort nurses and the entire healthcare system, potentially exacerbating mistrust and negative perceptions of the system. This insight is vital for promoting change through process reengineering and enhancing the referral system to reduce waiting time, improve patient care and nurses’ wellbeing.
Keywords: Emergency Department, Waiting Time, Escort Nurses, Experiences, Challenges.
Description
Thesis of Master of Science in Emergency and Trauma Nursing.