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eTriage – what you need to know

This page has been refreshed following patient feedback from all three Lanarkshire hospitals. It answers the most common questions about eTriage – what it is, how it works, and what to expect when you use it. The aim is to make information clear, factual, and reassuring.

While digital tools can make care faster and safer, people remain at the heart of everything we do.

See our Frequently Asked Questions (FAQs) below:

FAQs

About eTriage

What is eTriage?

eTriage is a clinically designed digital system used in our Emergency Departments. It helps patients register quickly and safely while capturing key information about their symptoms and reason for attendance.

This means that by the time you sit down, our nurses and doctors already have vital clinical details.

It’s the first step in your clinical journey – and it supports staff; it does not replace them.

Why has NHS Lanarkshire introduced eTriage?

Emergency Departments can be extremely busy and early, accurate information helps staff make safer clinical decisions.

eTriage collects the details normally gathered at reception and triage and makes them instantly available to clinicians. This improves safety, supports patient flow and reduces duplication.

For anyone who prefers, traditional check-in at reception remains available.

Is eTriage safe?

Yes. The system has been clinically designed and tested to meet NHS safety and information-governance standards.

It provides an additional safety lens by helping staff identify patients who may need urgent attention sooner.

Clinical teams continue to oversee every step of the process.

Does eTriage replace staff?

No. eTriage is a tool that supports staff.

Nurses, doctors, and reception teams remain central to every patient’s journey.

The system helps complete an initial clinical assessment of your reason for attendance and symptoms, so clinicians have this information as soon as you arrive – allowing them to focus more time on providing care.

Where is eTriage available?

eTriage is live at:

University Hospital Monklands
University Hospital Wishaw
University Hospital Hairmyres

It is part of NHS Lanarkshire’s wider programme to improve urgent and emergency care.

How is my information used and stored?

Your details are sent securely to the clinical team looking after you.

Only authorised NHS Lanarkshire staff involved in your care can see your information.

Data is protected under strict NHS data-protection and information-governance policies and is never shared for non-care purposes.

Why does it ask about ethnicity or religion?

These questions help NHS Lanarkshire meet its duty to provide fair, inclusive care for everyone. You can always choose ‘Prefer not to say’.

This information is used only to help us understand and improve equality in our services.

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Using eTriage

How does it work?

When you arrive, you’ll use a touchscreen kiosk to check in and answer a short series of clinically designed questions about your symptoms and reason for attending.

Your answers go straight to the triage team, giving them a clear picture of who is waiting and who may need urgent care. Staff monitor the system at all times – eTriage supports them; it doesn’t replace them.

If you can’t use the kiosk or need help, reception staff or volunteers can assist or complete the process for you. This improves safety, supports patient flow and reduces duplication.

Why are there so many questions?

Every question has a purpose. They’re based on recognised clinical triage standards and help staff understand your condition safely and accurately.

By answering them, you’re giving clinicians the information they need to decide who requires immediate attention and what care is most appropriate. Some questions also meet equality and safety requirements.

We regularly review the wording to keep it clear, relevant, and easy to follow.

What if I’m not confident with technology or prefer to speak to someone?

That’s absolutely fine. For anyone who prefers, traditional check-in at reception remains available.

Is the kiosk private?

Yes. Kiosks are angled and spaced to protect your privacy while allowing staff to keep you in sight for safety.

Screens are only visible from close range.

We’ve introduced enhanced privacy measures based on patient feedback.

Is it available in other languages or accessible formats?

eTriage is currently only available in English.

If English isn’t your first language or you need communication support, please tell staff – help and translation support are available.

We are also reviewing further accessibility options as the system develops.

Has reading age and health literacy been considered?

Yes. The questions have been designed with simple language and a reading level of around seven years old, so the process is as clear as possible for everyone.

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While You Wait

What happens after I’ve checked in?

Your details are instantly visible to the triage and clinical teams. They begin reviewing your responses straight away to identify anyone who may need to be seen sooner.

You’ll then be called for assessment or advised of the next step.

If your condition changes or you start to feel worse while waiting, please tell staff immediately.

How do staff know I’m here?

Everyone who checks in – digitally or through reception – appears on the department’s live system.

Staff monitor this continuously to ensure no one is missed.

Can I still speak to a person instead of using eTriage?

Reception and clinical staff are always available to help and answer questions.

What if someone is accompanied by an abuser or feels unsafe answering?

All information submitted through eTriage is reviewed by clinical staff. Safeguarding procedures remain exactly the same as with traditional triage. Clinicians are trained to recognise and act on signs of abuse, regardless of how information is provided.

Some patients have told us they find it easier to share sensitive details privately through the kiosk, but staff remain alert to anyone who may be at risk.

Is my information safe?

Yes. eTriage meets strict NHS Lanarkshire and national data-protection standards.

Information is encrypted, stored securely, and used only by authorised NHS teams involved in your care.

Will I still be seen by a doctor or nurse?

Yes. If your condition requires it, you will always be seen and treated by a clinician.

eTriage helps that happen more smoothly by giving staff the information they need earlier.

What if I don’t want to use eTriage?

We’ve introduced eTriage to improve patient safety and support our staff.

While the traditional check-in process remains available for those who prefer it, we encourage everyone who can use eTriage to do so – it helps our clinical teams deliver care more efficiently and safely.