Understanding the Manchester Triage System as part of Sonder's commitment to quality care

When every second matters, like in a busy hospital ER, getting patient flow right can be critical. You need systems you can rely on, especially when dealing with emergencies. But how do you decide who needs help right now? How do you define an emergency, really?

That’s where the Manchester Triage System (MTS) comes in. It’s a tool used worldwide to help healthcare teams quickly assess urgency and prioritise patients. Think of it as a way to make sure the most critical cases get immediate attention, while others are seen in the right order.

As an MTS accredited organisation, Sonder understands the critical role this system plays in effective healthcare delivery. While we’re not a hospital, our clinical specialists, like our 24/7 nurses, regularly use triage principles to assess and assist members reaching out to us. Understanding these systems helps us provide effective support, guiding people towards the right level of care, whether that’s immediate medical attention or practical advice.

We know that navigating healthcare systems can be complex and stressful, and having a clear understanding of triage processes empowers individuals to make informed decisions about their health. That’s why we’re passionate about providing information and support that helps people access the right care, at the right time.

So, let’s break down the Manchester Triage System (MTS). Essentially, it’s a standardised way for healthcare professionals to quickly assess how urgent a patient’s condition is. Think of it like a traffic light system, but for medical emergencies.

Here’s how it works:

• Initial assessment: When someone arrives at an emergency department, or when they contact a service like Sonder, a trained healthcare professional uses the MTS guidelines to ask specific questions and observe the patient’s condition.
• Decision points: These questions are designed to identify ‘decision points’ – key symptoms or signs that indicate the level of urgency.
• Triage disposition: Based on these decision points, the patient is assigned to one of five triage categories, each with a target waiting time:
  • Immediate: For life-threatening conditions.
  • Very Urgent: For serious conditions that need quick attention.
  • Urgent: For conditions that require prompt care.
  • Standard: For less urgent conditions.
  • Non-Urgent: For conditions that can wait.
• Prioritisation: This categorisation allows healthcare teams to prioritise patients, ensuring that those with the most critical needs are seen first.

The MTS is designed to be objective and consistent, minimising the risk of human error and ensuring that everyone receives the appropriate level of care.

It’s not just about speed; it’s about making sure the right people get the right care, at the right time. And that’s exactly what we aim to do at Sonder, by using these same principles to help our members navigate their health concerns.

MTS didn’t emerge overnight. It was a response to a clear need within healthcare: to better manage the growing pressures faced by emergency departments.

Prior to the development of standardised triage systems, the process of prioritising patients could often be subjective, which led to inconsistencies and potentially dangerous delays in providing critical care.

The MTS has its roots in Manchester, England, during the late 1990s. A group of dedicated emergency nurses and doctors recognised that a more structured and consistent approach to triage was essential. Their goal was to create a system that would minimise the variability in triage decisions, ensuring that patients with similar conditions were assessed and prioritised in a uniform manner, regardless of who was conducting the assessment.

This system was built upon evidence-based guidelines and the practical expertise of clinical professionals. It was designed to be user-friendly, enabling healthcare providers to quickly and accurately assess patient needs.

Over time, the MTS has garnered widespread recognition and adoption globally. Its clear structure and focus on clinical decision-making have proven invaluable in emergency care settings. Importantly, the MTS is not static; it undergoes regular reviews and updates to incorporate the latest clinical evidence and best practices.This commitment to continuous improvement ensures that it remains a relevant and effective tool in the ever-evolving landscape of modern healthcare.

Partnering with a healthcare provider that leverages a standardised triage system, such as the Manchester Triage System (MTS), offers significant advantages for your workforce and your organisation. In both emergency and non-emergency situations, a standardised approach ensures that your employees receive prioritised care based on the urgency of their condition.

This translates to several key benefits. First, it provides a structured and consistent patient assessment, ensuring thorough evaluation and minimising risk. Second, it facilitates efficient care delivery, streamlining emergency response and reducing potential downtime. Third, it guarantees the consistent application of established clinical guidelines, assuring adherence to best practices.

Ultimately, this leads to enhanced peace of mind for both employees and management, fostering a sense of security and demonstrating your commitment to employee wellbeing.

This proactive approach to healthcare management can positively impact productivity and reduce the potential for disruption, making it a valuable asset for any organisation.

MTS delivers demonstrably better patient outcomes, a crucial factor for employers concerned with the health and wellbeing of their workforce. The system’s strength lies in its ability to standardise and objectify triage, ensuring consistent, high-quality care.

By minimising variability in clinical decision-making, the MTS ensures that employees receive appropriate and timely treatment, directly impacting their recovery and return-to-work timelines. This consistent application of clinical guidelines translates to more predictable and reliable patient experiences. Time is of the essence in emergencies, and the MTS excels at rapid assessment and prioritisation.

Research consistently shows that the MTS significantly reduces the time taken to identify and treat critically ill patients, directly leading to improved survival rates and reduced long-term health complications. Furthermore, the MTS optimises patient flow, ensuring resources are allocated efficiently and employees receive timely care. This translates to reduced waiting times and faster access to necessary treatments, minimising disruption to their lives and your business operations.

Most importantly, the MTS enhances patient safety. By minimising errors and ensuring critical cases are prioritised, the system contributes to improved clinical outcomes and reduced adverse events. Data demonstrates a direct correlation between the correct use of the MTS and a reduction in adverse outcomes, highlighting its effectiveness in safeguarding employee health.

In essence, the MTS is a key driver of improved patient outcomes, a vital consideration for employers seeking to provide their workforce with access to the highest quality care.

The MTS Accreditation scheme was set-up to acknowledge software companies and end-users who integrate the MTS tools into their electronic triage processes. To be awarded MTS Accreditation, they must demonstrate that they adhere to the important key governance elements in terms of software design and utility, licensing, audit and the timely implementation of updates. Individual training and authentication must also be delivered and completed by our certified MTS trainers for each nurse with an annual re-certification.

Full details of the process can be found on the Triage website www.triagenet.net in the Triage hubs for the individual tools.

At Sonder, we understand that providing comprehensive care extends beyond addressing immediate medical needs. Our accreditation with the MTS ensures a structured and efficient triage process, which we integrate seamlessly with our holistic approach to wellbeing. We consider the physical, mental, and emotional aspects of each individual’s situation, providing holistic, tailored support that addresses their unique needs. By combining a robust clinical framework with a compassionate and human-centered approach, we aim to deliver a comprehensive and effective care experience.

Let’s see a hypothetical scenario in action.

Hypothetical scenario: Sam’s spreading rash (with history of eczema)

Sam, 42, messages the Sonder app due to a rapidly spreading rash on his arm and increasing discomfort. He has a history of eczema, but this rash is different and concerning.

Sonder’s response (Guided by MTS):

• Initial contact: A Sonder care specialist responds to Sam’s message. They gather basic information about the rash and Sam’s concerns.
• Nurse handoff: Recognising the need for medical assessment, the care specialist transfers Sam to a Sonder nurse.
• MTS application: The nurse, using the Medical Triage System (MTS), begins a detailed assessment.

MTS-Driven questions:

The nurse asks specific questions to determine urgency, acknowledging Sam’s eczema:

• “Sam, describe the rash. Is it raised, flat, blistering, or itchy?”
• “Where did it start, and how quickly has it spread?”
• “Are there any other symptoms, like fever, swelling, or pain?”
• “Have you used any new products, eaten any new foods, or been exposed to anything unusual?”
• “Do you have any known allergies, and has a doctor diagnosed your eczema?”
• “Are you experiencing any difficulty breathing or swelling of the face or throat?”
• “Are you able to send a photo of the rash?”

Assessment and triage:

Sam describes a rapidly spreading, blistering rash with some swelling and increasing discomfort. Despite his eczema history, these symptoms are concerning. The nurse triages this based on the MTS, and due to the rapid spread, and possible swelling, would likely categorize this as requiring a prompt medical review.

Action and support:

The nurse advises Sam to seek in-person medical assessment. Depending on the description of the rash, the nurse may also advise Sam to attend an emergency department. While providing support, the nurse:

• Reassures Sam, acknowledging his concerns.
• Advises him to avoid scratching or applying any new creams or lotions.
• Provides guidance on how to monitor the rash for changes.
• Offering one of Sonder’s Responders to assist Sam attended the emergency department

Sonder would follow up with Sam, offering:

• Information on skin conditions and potential allergens.
• Support with finding and scheduling medical appointments.
• Support to help manage the ongoing eczema condition.

The Manchester Triage System stands as a testament to the importance of structured and evidence-based clinical care. Sonder’s accreditation with this system reflects our unwavering dedication to maintaining high standards and providing comprehensive support. By choosing Sonder, businesses can be confident that their employees are receiving care that is both clinically sound and compassionately delivered.

Learn more about our comprehensive medical support.

Take a virtual tour of the Sonder Support Centre.

• Q: What is the primary purpose of the Manchester Triage System?
  • A: It provides a structured and standardised method for prioritising patients based on the urgency of their condition, ensuring those with the most critical needs receive immediate attention.
• Q: How does accreditation with the Manchester Triage System benefit Sonder’s clients?
  • A: It demonstrates our commitment to adhering to recognised clinical guidelines and best practices, ensuring consistent and reliable care.
• Q: What is Sonder’s holistic approach to care?
  • A: We combine structured clinical triage with a compassionate and human-centered approach, addressing the physical, mental, and emotional wellbeing of individuals.