Digital pre-triage at West Haldimand General

HAGERSVILLE, Ont. – Emergency departments are among the busiest and most complex areas of any hospital. Care teams must assess patients quickly and accurately, often under pressure.

At West Haldimand General Hospital (WHGH), a new digital pre-triage tool is helping make that process faster and more efficient.

Following strong results during a pilot launched in May 2025, WHGH has now fully implemented pre-digital triage using EmergConnect as part of daily Emergency Department operations.

EmergConnect is a secure digital self-registration and pre-triage tool that helps assess and prioritize patients based on the severity of their condition and how urgently they need care.

“WHGH is showing that innovation doesn’t just happen in big cities,” said Ron Galaev (pictured), CEO of EmergConnect. “By being first in the region to pilot EmergConnect, they’re setting a new standard for rural emergency care. We’re proud to partner with WHGH to bring smart, secure triage directly into patients’ hands the moment they walk through the door.”

Patients can use their own device or a tablet provided in the Emergency Department to complete a guided intake before seeing a triage nurse. They can enter symptoms, share relevant medical history, and explain the reason for their visit. With patient consent, this information is available to clinicians early in the triage process.

Triage nurses receive advanced training to assess patients quickly and accurately using a standardized scale followed in Emergency Departments across Canada. This process ensures patients who need immediate, life-saving care are seen first, while those with less urgent needs may wait longer.

The program also supports the hospital’s new strategic plan and mission to deliver high-quality, integrated, and innovative care, together with its partners. EmergConnect strengthens communication between patients and care teams and supports safer, more efficient emergency care.

WHGH moved to full implementation after EmergConnect helped reduce average triage time by 27 to 50 percent.

Since launching last spring, the digital triage tool has been used in 59 percent of Emergency Department visits, supporting more than 7,000 patient visits to date.

Emergency Department staff report that having patient information upfront reduces repeated questions and supports faster, clearer decision-making, especially for patients who are in pain or distressed.

78 percent of triage nurses also reported a reduced administrative workload.

“We are proud to bring forward innovative solutions that improve the patient experience in our Emergency Department,” said Kim Mullins, vice president of clinical and chief nursing executive of West Haldimand General Hospital. “EmergConnect supports timely assessments and helps our teams focus their attention where it is needed most.”

Patients also reported feeling more informed and supported during the triage process, helping set clearer expectations early in their visit.

The Emergency Department at WHGH sees nearly 19,000 visits a year. This new tool helps prioritize care more efficiently while keeping patients informed and involved in their care from the moment they walk through the door.

Patients who cannot or choose not to use the digital tool can continue to share their information directly with a triage nurse when they arrive.

There is no cost to use the tool, and all personal information is managed securely in accordance with Ontario’s health privacy legislation.