# Considerations for emergency department virtual triage

## TL;DR

This study examines patient attitudes and equity issues related to using AI for virtual triage in emergency departments, finding it promising if technology barriers are addressed.

## Contribution

The study introduces equity and patient attitude considerations for implementing AI-based virtual triage in emergency care.

## Key findings

- 84.7% of patients would consider virtual triage for emergency care.
- 38.2% of patients over 60 years would need help using virtual triage tools.
- Themes like trust in AI and technological literacy highlight key barriers and opportunities.

## Abstract

Health leaders are increasingly interested in harnessing Artificial Intelligence (AI) to remotely conduct virtual triage for Emergency Department (ED) patients. This study explores equity considerations and patient attitudes to virtual triage in a Canadian ED. A cross-sectional study surveyed 150 ED patients, with 32 additional patients interviewed in-depth. Descriptive statistics and qualitative descriptive methodology were employed: 84.7% of patients would consider virtual triage, 71.3% were comfortable following advice to seek alternate care, including their General Practitioner or virtual ED. Approximately 38.2% of patients >60 years would require assistance using virtual triage, with confidence in using technology to direct care decreasing with age. Thematic analysis revealed five key themes: value of decision support; care access expectations; technological literacy demographics; trust in AI; and confidentiality. In conclusion, virtual triage is a viable and promising tool if barriers to technological literacy are addressed, and tools are endorsed by health providers and patients.