NHS Lanarkshire has refreshed its public information for the digital eTriage system, following feedback gathered from patients and visitors across its three acute hospital sites.
eTriage is a digital clinical tool used in NHS Lanarkshire’s Emergency Departments.
It allows patients to share key information about their symptoms and reason for attending, giving clinical teams an immediate head start in assessing need and maintaining safety.
A new “Did you know?” poster campaign is now in place in the Emergency Department waiting areas at University Hospitals Monklands, Wishaw and Hairmyres.
The campaign provides straightforward information in visible, short, factual messages designed to give people reassurance and clarity while they wait.
One of the key messages highlights that, by the time someone completes their questions and sits down, clinical staff already have valuable information to begin prioritising care.
An updated online Frequently Asked Questions (FAQ) page also responds directly to comments and suggestions raised through interviews and on-site conversations with people who have used the system.
Claire Ritchie, Interim Director of the Interface Directorate, said: “Patients told us they wanted clear, simple information about how eTriage works and what it means for them.
“The ‘Did You Know?’ messages make that information quick and easy to find – whether in our waiting areas or online in our refreshed FAQs.
“Every change we’re making is about improving clarity and confidence. eTriage is helping staff work smarter, but the most valuable part of this journey has been listening. The feedback has been pivotal in shaping how we communicate and how the system continues to evolve.”
NHS Lanarkshire will continue to use patient and staff insight to guide the next stages of improvement, ensuring eTriage remains both innovative and person-centred.
Factfile
Listening to experience:
Since the first phase of eTriage went live earlier this year, the project team has been gathering insight from patients and visitors. . .
Key themes included:
• The importance of understanding what happens after check-in and how staff remain involved.
• A desire for greater reassurance on data security and privacy.
• The need to support people who are less confident with technology or have accessibility needs.
• Recognition of the system’s potential to make waiting areas safer and calmer – provided the human element stays clearly visible.
Acting on feedback:
• In response, NHS Lanarkshire has produced a refreshed public-information suite, including:
• A poster series, with key messages also shown in this short animation
• A refreshed set of FAQs, written in plain language and organised around three areas: About eTriage, Using eTriage, and While You Wait.
• This includes clear information on what eTriage does, how it supports clinical teams, and how it enhances patient safety by ensuring early clinical information is available to staff from the moment a patient arrives.
The refreshed FAQs are available at: www.nhslanarkshire.scot.nhs.uk/interface/etriage-faqs
