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eTriage is coming to NHS Lanarkshire – what you need to know
NHS Lanarkshire is set to introduce eTriage, a digital check-in and triage system designed to enhance patient safety. This innovation marks an important step in NHS Lanarkshire’s commitment to modern, patient-centred emergency care.
See our Frequently Asked Questions (FAQs) below:
FAQs
What is eTriage?
eTriage is an intelligent and automated patient triage digital solution developed by clinicians to help NHS Emergency Departments and Urgent Treatment Centres prioritise patients upon arrival.
How does it work?
By means of a self-registration process, eTriage collects patient comprehensive histories, supports the streaming process and patient flow. It facilitates early identification of sick patients and reduces the general waiting time for emergency treatment, all resulting in improved waiting room safety, improved patient journeys and improved satisfaction.
How will it improve patient experience?
At present, patients check in at reception, wait to be assessed by a triage nurse, and then wait again for medical review (senior decision maker review).
eTriage provides an additional option that streamlines the process by capturing key information at the outset — information normally gathered at reception and then triage — so clinicians have what they need from the moment the patient checks in.
Key Benefits:
- Faster check-in – Patients complete triage in just six minutes
- Seamless integration – Live updates ensure accurate patient prioritisation
- Structured, clinically validated questions – Based on the Manchester Triage System
- Real-time alerts – High-risk patients flagged immediately for rapid assessment
I’ve read this is the first in Scotland. Where else is it in operation?
eTriage is currently live in eight NHS Urgent & Emergency Departments or Urgent Treatment Centres including Homerton ED, St Richard’s Hospital and Chichester Hospital ED, and Queen Mary’s Hospital, Sidcup UTC and University Hospital Birmingham.
Are there proven results from other health Boards?
eTriage has already demonstrated success at Homerton Hospital, London Borough of Hackney, with measurable improvements:
- 11-minute reduction in pre-registration queue times during peak hours
- 14% decrease in nurse triage time, allowing more focus on patient care
- 100% of staff reported improved patient flow and safety
- 82% of staff felt better equipped to carry out their roles
- 92% of patients felt they had greater privacy when using the system
See the independent evaluation here: Homerton University NHS Foundation Trust – Impact Assessment – Summary – 2023
Is this replacing the triage nurse?
No. eTriage supports our staff but does not replace them. Emergency nurses and doctors remain at the heart of clinical decision-making. eTriage simply gathers key information upfront to speed up the process and enhance patient safety.
Has health literacy and reading age been taken into consideration?
Yes — health literacy has been a key design consideration. The eTriage system is set to a reading age of 7 years to ensure it is accessible to as many people as possible.
Will there be staff available to help people complete the process, for people who feel less confident with digital technology?
Staff will support anyone who needs help where they can, and the traditional check-in process is still available for those who prefer it.
What if people walk away if they find it too complicated?
To address concerns about people potentially walking away clear protocols are built in. Staff training is being adapted to equip teams to manage these situations confidently and compassionately.
Will there be privacy screens?
The kiosks are designed with privacy in mind. Screens are only visible from close range, and the physical layout discourages crowding or loitering. While privacy screens could be considered, they’re not currently confirmed due to layout logistics.
What happens if someone is accompanied by an abuser who influences their answers?
It’s important to note that all eTriage submissions are reviewed by clinical staff like emergency nurses and doctors — there is no reduction in safeguarding. In fact, early feedback from other areas shows that patients often feel more comfortable disclosing sensitive information via eTriage than in person, which may provide added protection for some. That said, our clinicians are trained to spot signs of abuse, regardless of how the information is captured.
What if I’m not good with technology or don’t want to use it?
That’s absolutely fine. The traditional check-in process remains in place. eTriage is there to support and speed up care for those who can use it — not to exclude anyone.
Will I still be seen by a doctor or nurse?
Yes — if your condition requires it, you will still be seen and treated by a clinician. eTriage helps make that happen faster by providing vital information upfront.
Will this slow things down or increase waiting times?
No — eTriage is designed to speed things up, not slow them down. It helps our clinical teams, like doctors and nurses, see the right information earlier, which improves safety and decision-making.
What is the rollout order?
eTriage launches at University Hospital Monklands in Spring 2025, with phased rollout to Wishaw and Hairmyres to follow.
Is this just about saving money or cutting staff?
No. eTriage is part of NHS Lanarkshire’s ongoing investment in safer, smarter emergency care. It supports our staff and strengthens our clinical processes — it is not about replacing people.
What happens if someone doesn’t speak English?
The current version of eTriage is in English only, but it has been designed with very simple language and clear prompts. While the kiosks do not offer multi-language support at this time, staff are available to help. The traditional check-in process remains in place with translation support and arrangements in place where required.
Can this be misused or manipulated?
All responses are reviewed by trained clinical staff who assess them alongside the patient’s presentation. eTriage supports decisions — it does not make them on its own.
Is my information safe?
Yes — eTriage meets strict NHS data protection and information governance standards. Your information is secure and used only by authorised clinical teams to help manage your care.
