NHS Greater Glasgow and Clyde (NHSGGC) has introduced a new digital triage system across its A&E departments to help prioritise patients with the most urgent need.
The first phase of the rollout of the system, also known as eTriage, has launched at the Queen Elizabeth University Hospital, with the Royal Alexandra Hospital, Glasgow Royal Infirmary, and Inverclyde Royal Hospital to follow.
Digital triage forms a key part of NHSGGC’s Virtual Hospital programme, which is designed to improve patient flow, reduce delays and ensure people receive care in the right place.
On arrival at A&E, patients will check-in using a digital kiosk. They’ll be guided through a short set of clinically‑designed questions about their symptoms using a touchscreen.
Their responses will be sent instantly to the clinical team, giving staff a fuller picture of each patient’s condition within minutes of arrival.
It means that by the time a patient sits in the waiting area, staff already have essential, detailed clinical information that can help them prioritise those who need urgent treatment and ensure the safest possible care.
As the system develops, digital triage will also support patients to be directed to the most appropriate service for their needs.
While A&E is for serious or life-threatening conditions, many patients may be better cared for by alternative services.
In future, information provided at check-in may be reviewed by wider clinical teams, including those in the Virtual Hospital.
This could allow patients to be supported without needing to wait in A&E – for example, through clinical advice, a virtual consultation, a booked appointment at another service, or guidance to a more appropriate care setting.
This approach will help ensure A&E departments remain focused on the most complex and urgent patients, while supporting others to receive timely care in the right place.
Digital triage also offers improved privacy, as sensitive information can be shared directly through the kiosk rather than being spoken about in busy public areas.
Patients who prefer to speak to a member of staff, or who need additional support, can still use the traditional reception desk.
Front door reception staff remain essential, particularly for patients who require assistance due to accessibility needs, language barriers or digital confidence.
The system is an additional tool and will not replace any staff roles. It gives clinicians key information immediately, enabling faster decision-making and earlier intervention if required.
It will also give emergency teams real-time visibility of the waiting room to help monitor patients and maintain safety.
Lorraine Cowie, Director of Interface for NHSGGC, said: “Introducing digital triage across our A&E departments is an important step in improving how quickly and safely we assess patients.
“By giving clinicians immediate access to high quality information, we can prioritise those in most urgent need and reduce delays.
“As part of our wider Virtual Hospital programme, this approach will also help us guide some patients to more appropriate services, including offering advice, virtual support or booked appointments elsewhere when it is safe to do so.
“This means A&E can focus on the most serious conditions, while other patients are seen more quickly in the right setting.
“Patient safety will always remain our priority, and anyone who needs emergency care will continue to receive it.”
For further information, please see our Frequently Asked Questions about digital triage here.