Exploring the experiences of female nurses on emotional labour and the labour process in the public healthcare sector in eThekwini municipality, KwaZulu-Natal

Abstract

The dissertation explores female nurses' experiences of emotional labour and labour process concerning their interactions and relationships with management, doctors, and patients at their workplace. This paper introduces some key concepts of the labour process theory in exploring emotional labour in the workplace contributing to the emotional labour process. Moreover, the study was conducted in KwaZulu-Natal's public healthcare sector, focusing on female nurses with a working experience of four years and above. The dissertation used a qualitative method, semi-structured in-depth interviews, and a schedule technique to gather data. The research was analysed using thematic analysis and was assessed in line with the objectives of the dissertation. The nursing profession requires positive displays of emotions and characteristics such as smiling, compassion, being kind and caring. The findings show that gender plays a role in the nurse-patient interaction and nurses feel undermined by some professional doctors and respected by student doctors. Whilst the nurse-nurse manager relationship is viewed positively. Further findings show that nurses experience harsh working conditions such as long working hours and low wages that leave them dissatisfied. However, nurses are motivated by their contribution to improving their patients' health, which keeps them committed to their jobs and produces good performance. In addition, nurses experience managerial control and concerns of power dynamics are revealed but they have also had agency to resist through strikes and individually. Although emotional labour is a requirement in the nursing profession, nurses are found to experience consequences such as stress and anxiety.