In Rwanda's tertiary hospital emergency departments (EDs), traditional face-to-face patient consultations often lead to long wait times and inefficiencies. A mixed-methods approach was employed, including quantitative data analysis on service utilization patterns and qualitative interviews with staff to assess satisfaction and identify areas for improvement. E-Help Desk services were found to significantly reduce average patient wait times by 30% (95% CI: -28.1%, -41.9%) compared to traditional consultations, demonstrating substantial benefits in terms of patient flow management. These findings suggest that E-Help Desk Services can enhance service efficiency and patient satisfaction in Rwanda’s EDs by optimising resource allocation and streamlining patient pathways. Further research should be conducted to explore scalability and cost-effectiveness, while ongoing implementation efforts should focus on staff training and technology integration. Treatment effect was estimated with $\text{logit}(p_i)=\beta_0+\beta^\top X_i$, and uncertainty reported using confidence-interval based inference.