Listening to patients: eTriage information refreshed

NHS Lanarkshire has refreshed its public information for its digital eTriage system, following feedback gathered from patients and visitors across its three acute hospital sites.

eTriage is an easy-to-use but advanced system that allows patients to self-register when they arrive at an Emergency Department. It supports clinicians by capturing key patient information at the point of arrival, enabling assessment and better prioritisation of care.

The data, overseen by clinicians, also provides an additional and continuous ‘safety lens’ on the waiting room. Importantly, eTriage supports and enhances existing processes – it doesn’t replace them.

Since eTriage went live earlier this year, the project team has been gathering insight from patients and visitors. 

Acting on that feedback, NHS Lanarkshire has produced a refreshed information suite. A new “Did you know?” poster series is now in place in the Emergency Department waiting areas at University Hospitals Monklands, Wishaw and Hairmyres. The poster series has also been captured in a short animated slideshow.

The posters provide 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 NHS Lanarkshire's 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.

     Fact file:

• 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.

• 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.

     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. Acting on feedback, NHS Lanarkshire has produced a refreshed public information suite, including:
• A poster campaign and 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.
• Refreshed FAQs: www.nhslanarkshire.scot.nhs.uk/interface/etriage-faqs
• Short animated version of the posters: https://vimeo.com/1132518206?share=copy&fl=cl&fe=ci