NHS Greater Glasgow and Clyde has moved to the Right Care, Right Place model for all emergency care, which means your experience of emergency care may be slightly different than before the pandemic.
The new model is there to ensure patients access the most appropriate care quickly and safely and will help protect the Accident & Emergency Departments (A&E) so they can look after those patients with life-threatening conditions, such as strokes, heart attacks, head injuries, breathing difficulties, or severe bleeding.
When should you visit A&E?
A&E is there to deal with genuine life-threatening emergencies. It is for serious accidents or serious emergencies such as strokes, heart attacks, head injuries, breathing difficulties, or severe bleeding.
If you come to A&E and it is not the best place for you to be treated, you may be redirected by staff towards the correct service for your needs. This could include a Minor Injuries Unit, a pharmacy, or your local GP. For more information please call NHS 24 on 111.
Digital Triage (eTriage)
We are introducing a new Digital Triage system across our A&E departments to help prioritise patients with the most urgent need.
The first phase of the roll out of the system, known as eTriage, will launch at Queen the Queen Elizabeth University Hospital, followed soon after by the Royal Alexandra Hospital, Glasgow Royal Infirmary, and Inverclyde Royal Hospital.
Digital Triage forms a key part of our Virtual Hospital programme, which is designed to improve patient flow, reduce delays and ensure people receive care in the right place.
Digital Triage FAQs
What is Digital Triage?
Digital Triage, sometimes known as eTriage, is a new way for patients to check in when they arrive at A&E. Instead of queuing at the reception desk, patients can use a touchscreen kiosk to answer simple questions about their symptoms. The information is sent immediately to the clinical team and used to help identify who may need urgent attention.
Why is NHSGGC introducing Digital Triage?
Our A&Es are extremely busy, and Digital Triage helps staff gather important clinical information earlier and more efficiently. This supports faster decision‑making, helps staff prioritise the most urgent cases, and improves safety and flow within the department. Digital Triage is also part of NHSGGC’s wider effort to modernise urgent care, including the Virtual Hospital and Transforming Together programmes. These programmes aim to ensure people receive the right care, in the right place, at the right time.
When and where will Digital Triage be introduced?
The rollout will begin at the Queen Elizabeth University Hospital, followed by the Royal Alexandra Hospital, Glasgow Royal Infirmary, and Inverclyde Royal Hospital soon after.
How does Digital Triage work?
On arrival at A&E, patients go to a clearly marked digital kiosk. Using a touchscreen, they answer a short series of clinically-designed questions about their symptoms. Staff monitor this information continuously to help identify patients with the most urgent need.
If a patient is unable or prefers not to use the kiosk, the reception team will check them in the usual way.
How will Digital Triage work with the Virtual Hospital?
Our priority is always your safety and care.
Digital Triage will help us make sure patients are directed to the most appropriate service for their needs. A&E is for people with the most serious or life-threatening illnesses and injuries. For many other conditions, there are alternative services that may be able to see you more quickly and provide the right care.
In the future, the information you provide at check-in may be reviewed by our wider clinical teams, including our new Virtual Hospital. This means we may be able to support you without you needing to wait in A&E, for example, by offering advice, arranging a virtual consultation, booking you an appointment with another service, or guiding you to a more appropriate place for your care.
That helps us keep A&E focused on the patients who need it most, while making sure everyone gets the right care for them.
Will Digital Triage replace staff?
No. Digital Triage will not replace any staff. It is an additional tool designed to support nurses, doctors and reception staff by giving them more information, faster. Staff remain responsible for all decisions about care, and patients can always speak to a team member if they need help.
What are the benefits for patients?
Previously, patients have always checked in with a receptionist at A&E and then had their history taken by a triage nurse. They’ve then had to wait again before being assessed. But with Digital Triage, this history-taking step is carried out at the check-in stage.
Digital Triage helps to:
- Reduce waiting times at check‑in. Each emergency department has been assessed and will be fitted with the right number of kiosks to ensure there is not a queue.
- Make it easier for staff to identify patients who need urgent treatment.
- Improve privacy, as patients can answer questions directly on‑screen rather than discussing symptoms in a public area.
It is easy to use with touchscreens at the kiosks, and simple and clear questions.
Is Digital Triage safe?
Yes. The system is clinically designed and meets NHS safety and data‑protection standards. Staff oversee the process at all times and remain responsible for assessing patients and providing care. Digital Triage simply gives the team more information to work with sooner.
What if someone isn’t confident using technology?
Anyone who needs help can still speak to reception staff, who can complete the check‑in on their behalf. The kiosks are designed to be simple, clear and easy to use, and staff are always available to provide support.
What if English isn’t my first language?
Will patients still see a nurse or doctor?
Yes. Digital Triage does not replace clinical assessment. It simply provides clinicians with more accurate, timely information to help them prioritise and care for patients effectively.
What happens after check‑in?
Once a patient has completed Digital Triage or spoken to reception they will be advised on what to do next, such as taking a seat in the waiting area. Clinicians will review the information provided and use it alongside traditional triage methods to decide who should be seen urgently. Patients will still be called and assessed by a nurse or doctor as normal.
Can I still choose to speak to someone instead of using the kiosk?
Yes. Patients can always check-in at reception if they prefer, or if they feel unable to use the kiosk for any reason.
How does Digital Triage fit into the Virtual Hospital?
Digital Triage supports NHS Greater Glasgow and Clyde’s Virtual Hospital by helping identify patients who could be safely cared for through virtual pathways. It gives clinical teams early, detailed information about a patient’s needs, helping ensure they receive the right care in the right setting.
What should you do in an emergency?
If your condition is life-threatening, you should call 999 or go straight to A&E.
If it’s an emergency, and you need access to urgent care, but it’s not life-threatening, you should always first phone NHS 24 on 111, or, speak to your local GP before attending A&E.
NHS 24 or your GP will be able to provide you with the correct advice and treatment or refer you directly to the most appropriate service for your needs.
If you are referred to A&E by your GP or by NHS 24 you may be given time to attend.
If your condition is life threatening, you should always call 999 or go straight to A&E.
If it’s an emergency and you need access to urgent care, but it’s not life threatening, you should always phone NHS 24 on 111 first or, speak to your local GP before attending A&E.
If your child needs emergency care, know where to go
Wherever you live in the NHSGGC area, babies of 0-12 months should be taken to the Royal Hospital for Children, Glasgow.
Children over 1 year with a medical emergency or serious injury can go to The Royal Hospital for Children, Glasgow Royal Infirmary, the RAH in Paisley or Inverclyde Royal Hospital.
Major Emergency
If a child is seriously injured or becomes so unwell that you think it is an emergency you should dial 999 straight away. The Scottish Ambulance Service will usually take your child to the Royal Hospital for Children. Sometimes they may deem it more appropriate to go to a closer A&E.
About our A&Es
We have five A&Es that are always open to treat patients who have a serious injury or medical emergency.They are at:
- Queen Elizabeth University Hospital
- Royal Hospital for Children
- Glasgow Royal Infirmary
- Royal Alexandra Hospital (RAH) in Paisley
- Inverclyde Royal Hospital in Greenock.
Other services may be able to give you the treatment you need
If you think you need to visit A&E, but it’s not life-threatening, contact our Virtual A&E service by calling 111. You may be able to receive treatment without having to visit a busy A&E department.
For non-emergencies, there are Minor Injury Units (MIUs), GP services, NHS 24 on 111, and your pharmacy. If you are unsure which service is best for you, Call NHS 24 on 111.
Always call NHS 24 on 111 first to ensure you get the right care, right place, right time.