Email this article 
Hide
Show all
Original Research
Patients’ perceptions of the triage system in a primary healthcare facility, Cape Town, South Africa
Submitted: 20 January 2016 | Published: 17 June 2016
About the author(s)
Adeloye A. Adeniji, Division of Family Medicine and Primary Care, Stellenbosch University, South AfricaBob Mash, Division of Family Medicine and Primary Care, Stellenbosch University, South Africa
Abstract
Background: In public healthcare facilities, where the patient numbers and the available resources are often disproportionate, triage is used to prioritise when patients are seen. Patients may not understand the triage process and have strong views on how to improve their experience.
Aim: This study explored the views of patients who had undergone triage in the emergency centre of a primary care facility. Setting: Gugulethu Community Health Centre, Cape Town.
Methods: A purposive sample consisted of five women (one coded green, three orange, one yellow) and four men (one coded green and three yellow). A semi-structured qualitative interview was conducted in either Xhosa or English and the transcripts analysed using the framework method.
Results: All of the respondents complained of a lack of information and poor understanding of the triage process. Those coded green experienced the process as biased and unfair and reported that the triage nurse was rude and unprofessional. By contrast, those coded yellow or orange found the triage nurse to be helpful and professional. Most patients turned to support staff (e.g. security staff or cleaners) for assistance in dealing with the triage system. Most patients waited longer than the guidelines recommend and the green-coded patients complained about this issue.
Conclusion: Patients did not have a good experience of the triage system. Managers of the triage system need to design better strategies to improve patient acceptance and share information. The important role of support staff needs to be recognised and strengthened.
Keywords: emergency care; primary care; triage; patient satisfaction
Keywords
Metrics
Total abstract views: 7912Total article views: 9985
Crossref Citations
1. Is the Triage System Welcomed in the Tertiary Hospital of the Limpopo Province? A Qualitative Study on Patient’s Perceptions
Thabo Arthur Phukubye, Tshepo Albert Ntho, Livhuwani Muthelo, Masenyani Oupa Mbombi, Mamare Adelaide Bopape, Tebogo Maria Mothiba
Nursing Reports vol: 13 issue: 1 first page: 351 year: 2023
doi: 10.3390/nursrep13010033
2. ‘Telephone Triage’: a possible means of managing the after-hours patient load at primary health care facilities in South Africa
AA Adeniji, LH Mabuza
South African Family Practice vol: 60 issue: 6 first page: 219 year: 2018
doi: 10.1080/20786190.2018.1504863
3. The role of triage to reduce waiting times in primary health care facilities in the North West province of South Africa
Anna-Therese Swart, Catherina E. Muller, Tinda Rabie
Health SA Gesondheid vol: 23 year: 2018
doi: 10.4102/hsag.v23i0.1097
4. Explaining challenges of obstetric triage structure: A qualitative study
Farzaneh Rashidi Fakari, Masoumeh Simbar
Nursing Open vol: 7 issue: 4 first page: 1074 year: 2020
doi: 10.1002/nop2.478
5. Assessing patients’ experience of care in four referral hospitals: a cross-sectional survey of outpatients in two South African rural provinces
Wezile W. Chitha, Onke R. Mnyaka, Akhona Ncinitwa, Olona Giwu, Teboho Mashao, Kuhle Mabophe, Sibusiso C. Nomatshila, Itumeleng Funani, Vivien Essel, Xolelwa Ntlongweni, Kedibone Maake, Nomfuneko Sithole, Ntiyiso Khosa, Maphoko Masemola, Ziyanda Ngcobo, Murendeni Mulamu, Bongiwe Mkabela, Siyabonga Sibulawa, Buyiswa Swartbooi, Godfrey Mokobane, Sikhumbuzo A. Mabunda
BMC Health Services Research vol: 24 issue: 1 year: 2024
doi: 10.1186/s12913-024-12002-y
6. Quality service framework to enhance service quality in public recreation hubs: a Delphi study
S. S. Khanyile, M. E. M. Young, M. J. Malema, L. Leach
World Leisure Journal first page: 1 year: 2025
doi: 10.1080/16078055.2025.2540331
7. Mixed perceptions of women on care in maternal and child healthcare settings in Lilongwe, Malawi
Andrew Simwaka, Ezereth Kabuluzi, Berlington Munkhondya, Lucy Ngoma, Hlalapi Kunkeyani, Tiwonge Ethel Mbeya Munkhondya, Gladys Msiska
International Journal of Africa Nursing Sciences vol: 13 first page: 100259 year: 2020
doi: 10.1016/j.ijans.2020.100259
8. Assessing the Awareness and Understanding of Hospital Triage Among the General Population of Al-Ahsa, Saudi Arabia
Amjad A AlNaim, Noura A AlNaim, Ayah F Albash, Maryam A Almulhim, Latifah A Albash, Nasser Almulhim
Cureus year: 2024
doi: 10.7759/cureus.53864
9. Reasons for Avoiding their Local Clinics among Non-emergency Patients at Accident and Emergency Department, Pretoria, South Africa
Tebogo Thaba, Edith Madela-Mntla, Margaret Ramochele, Doudou Nzaumvila
The Open Public Health Journal vol: 15 issue: 1 year: 2022
doi: 10.2174/18749445-v15-e221129-2022-55
10. Public Awareness of Triage System in Emergency and Trauma Department: A Literature Review
Nurul'Ain Ahayalimudin, Nur Afiqa Zafira Alais, Nurul 'Inayati Abdul Rahman, Sofee Mohamed Akhlak
INTERNATIONAL JOURNAL OF CARE SCHOLARS vol: 7 issue: 1 first page: 85 year: 2024
doi: 10.31436/ijcs.v7i1.355
11. Chronic substance use and self-harm in a primary health care setting
Elsie Breet, Jason Bantjes, Ian Lewis
African Journal of Primary Health Care & Family Medicine vol: 10 issue: 1 year: 2018
doi: 10.4102/phcfm.v10i1.1544