NHS England is expanding the use of a digital triage system in accident and emergency (A&E) departments to reduce waiting times and ease the pressure on emergency services, particularly during the winter months. The system, described by NHS chief executive Sir Jim Mackey as a “high-tech concierge service,” allows patients to input their symptoms and other details into kiosks or tablet devices upon arrival. Based on this information, patients are then prioritized for immediate treatment, given scheduled appointments, or redirected to more appropriate healthcare services such as general practitioners, pharmacists, same-day emergency care units, or mental health services.

This approach has already been trialed at East Lancashire Teaching Hospitals, where it was reported to nearly halve the average waiting time in A&E—from 178 minutes to 94 minutes. NHS England considers this a significant step towards better managing urgent care demand and minimizing the overcrowding that often worsens during winter.

Sir Jim Mackey emphasized the potential impact of digital triage and the importance of increasing pre-booked appointments in urgent care as a means to bring order to the system. Speaking at a conference in Manchester, he called on all NHS trusts to adopt the model used by the 18 hospitals currently implementing the technology, suggesting that the upcoming winter could see “really big change” for urgent and emergency care.

While digital triage seeks to improve patient flow and ensure that emergency department doctors focus on those requiring immediate attention, concerns have been raised about its accessibility. Rachel Power, chief executive of the Patients Association, warned that the system might not be suitable for all patients, particularly those who are elderly, disabled, or lack digital literacy or access. She stressed the need for clear communication, especially for patients redirected or given delayed appointments, to ensure they understand how to seek further help if their condition worsens.

The Royal College of Emergency Medicine has highlighted the consequences of overcrowding in A&E, linking it to the deaths of more than 1,300 patients a month across England. NHS England notes that patient feedback on the digital triage has generally been positive, with many appreciating a clearer understanding of wait times and more efficient direction to appropriate care.

In addition to triage improvements, ministers are investing nearly £30 million into artificial intelligence technologies for diagnosing conditions like cancer and heart disease, further aiming to support NHS services. As the system prepares for the upcoming winter, the expansion of digital triage and increased use of booked urgent care appointments are viewed as critical tools in managing patient demand and improving outcomes.