Key facts
- NHS plans to redirect patients with non-urgent ailments from A&E to other services or later appointments.
- Eighteen hospitals in England are currently using digital triage assessment systems.
- The aim is to reduce overcrowding and prevent the service's usual winter crisis.
- East Lancashire teaching hospitals NHS trust reported a near halving of average waiting times.
- Patient advocates raised concerns about digital access for older or less digitally confident individuals.
NHS England is rolling out a new strategy involving "digital triage assessment" in 18 hospitals, aiming to redirect patients with non-urgent ailments away from Accident & Emergency departments. This initiative seeks to alleviate overcrowding and mitigate the service's recurring winter crisis.
Under the new system, patients arriving at A&E with less critical conditions may be advised to return later that day or the following day, or be referred to community-based services like GPs or pharmacies. Those with genuinely urgent needs will continue to receive immediate treatment.
Jim Mackey, chief executive of NHS England, has called on all hospitals to adopt this "hi-tech concierge service" to prevent A&E departments from becoming overwhelmed. He believes that introducing more bookable appointments will bring much-needed order to services frequently strained by demand, particularly during colder months.
The Royal College of Emergency Medicine has previously disclosed that over 1,300 patients per month in England die as a consequence of A&E overcrowding. The digital triage tool allows patients to input their symptoms into online systems upon arrival, aiding staff in assessing conditions and determining the most appropriate management.
East Lancashire teaching hospitals NHS trust, an early adopter, has reported a significant reduction in average waiting times, nearly halving them from 178 minutes to 94 minutes. NHS England stated this approach aims to eliminate patient uncertainty about wait times while enabling ED doctors to prioritize critical cases.
While NHS England could not specify how many patients are asked to return at a later time, feedback suggests patients appreciate having a clearer understanding of when they will be seen and being directed to the right service more efficiently. However, Rachel Power, chief executive of the Patients Association, cautioned that the digital triage system must be accessible to all, including older individuals and those with limited digital access, to avoid disadvantage. She emphasized the need for clear safety-netting information for patients redirected or given later appointments, ensuring they know what to do if their condition worsens.