Healthcare workers’ experiences and perceptions of delivering healthcare services to cross-border patients: a phenomenological study

Cross-border healthcare is increasing globally due to factors such as migration, population mobility and disparities in healthcare availability between neighbouring countries. Despite growing interest in cross-border healthcare, research remains limited, particularly regarding the experiences and perceptions of healthcare workers responsible for delivering care to cross-border patients. Understanding these experiences is essential for informing strategies to improve healthcare access and delivery for populations living in border regions. This study explored and described healthcare workers’ experiences and perceptions of providing healthcare to cross-border patients in a district of Namibia. A qualitative interpretive phenomenological design was employed. Purposive sampling was used to recruit ten healthcare workers with diverse professional backgrounds and experiences. Data were collected through face-to-face, semi-structured interviews and analysed using Colaizzi’s seven-step descriptive phenomenological method. Four themes emerged from the data: (1) language differences and communication in shaping healthcare experiences; (2) the impact of cross-border patients on workload and healthcare workers’ perceptions; (3) the quality of healthcare delivered to cross-border patients; and (4) the financial implications of providing healthcare to cross-border patients. While healthcare workers generally expressed positive attitudes towards caring for cross-border patients, they reported challenges related to language barriers, continuity of care, resource limitations, and the financial burden on the healthcare system. Healthcare workers support the provision of healthcare services to cross-border patients despite several operational challenges. Strengthening cross-border healthcare arrangements through formal agreements between neighbouring countries, enhancing healthcare workers’ preparedness, and ensuring adequate resource allocation may improve the quality, continuity, and sustainability of healthcare services for cross-border populations.