Patient Flow,
Triage & Queues.

The triage station is a full clinical workstation designed for triage nurses in hospital emergency departments and urgent care settings. When a patient arrives, the nurse enters the chief complaint (or it is captured via patient-facing intake), captures vitals (manually or via connected devices), and reviews any available medical history. The AI then analyzes all inputs — chief complaint, vitals, age, sex, medical history, medication list — and suggests an acuity category using the configured triage scale (ESI, CTAS, MTS, or custom). The nurse sees the AI's reasoning, including specific risk flags and clinical rationale, and then confirms, adjusts, or overrides the suggested category. The nurse is always the final decision-maker. The AI acts as a clinical decision support layer that improves consistency and speed, not a replacement for clinical judgment.

Mazecare supports the Emergency Severity Index (ESI 1 to 5), Canadian Triage and Acuity Scale (CTAS), Manchester Triage System (MTS), and custom organization-defined scales. You can configure which scale is used per facility, per department, or per workflow. The AI adapts its suggestion logic to match the selected scale's criteria and decision points.

Yes. The system continuously monitors waiting patients against time-based re-triage protocols and any updated vitals. If a patient categorized as ESI Level 3 has been waiting beyond the configured threshold, or if new vitals are entered that suggest deterioration, the system alerts the triage nurse for reassessment. This is particularly important in busy EDs where patients can wait for extended periods and their condition may change.

Standalone triage systems handle assessment and categorization but typically stop there. The patient gets a category, then a separate queue or tracking system takes over. Mazecare integrates triage directly into the patient flow engine — the triage assessment feeds directly into the priority queue, the routing logic, and the ETA calculations. There is no gap between triage and queue, no re-keying information, and no separate systems to manage. When the triage nurse confirms ESI Level 2, the patient is immediately routed to the appropriate ED bay with the right provider notified, all within the same workflow.

Yes. Once triaged, patients receive a real-time ETA on their phone via SMS, WhatsApp, or the patient portal. They can wait at a nearby café, in their car, or anywhere they prefer. When their turn approaches, they receive a notification to come in. This eliminates crowded waiting rooms and is particularly valuable in Asian markets where high-traffic polyclinics and GP chains often have physically small waiting areas. For ED patients with higher acuity, the system routes them directly to a bay rather than a virtual queue.

The AI manages walk-ins and scheduled appointments in a unified queue. Scheduled appointments are given their reserved time slots while walk-ins are intelligently slotted into gaps based on triage priority, provider availability, and acuity. If a walk-in has higher acuity than a scheduled follow-up, the AI prioritizes accordingly while minimizing disruption to the appointment schedule. In ED settings, all patients flow through the triage station regardless of arrival method.

The AI detects provider delays in real-time and responds immediately. All downstream ETAs are recalculated and communicated to waiting patients. If the delay is significant, the AI proactively recommends or automatically reroutes patients to less loaded providers, subject to clinical appropriateness and triage category. This dynamic load balancing prevents cascade delays where one slow consultation creates a bottleneck that affects the entire department.

Yes. The Patient Flow, Triage & Queues module integrates with any existing PMS, EHR, ED tracking system, or queue management system via REST APIs and HL7 FHIR. Vitals can be captured from connected bedside monitors, manual entry, or via device APIs. You can layer AI-driven triage and routing on top of your current workflow without replacing anything. If you prefer a fully integrated experience, run it natively on Mazecare OS where scheduling, clinical, billing, and patient flow are already connected.

AI triage suggestions are trained on validated clinical decision support frameworks aligned to ESI, CTAS, and MTS criteria. In internal benchmarks, the AI's suggested category matches expert triage nurse assessment 85 to 92 percent of the time, with the majority of disagreements being one level apart. Critically, the AI is designed as decision support — the triage nurse always reviews the suggestion, the clinical reasoning, and the risk flags before confirming. The system learns from each nurse override to improve accuracy over time for your specific patient population.

Mazecare is designed to meet healthcare compliance requirements including PDPO (Hong Kong), PDPA (Singapore/Thailand), and international standards. All triage assessments, vitals, and queue data are encrypted in transit and at rest, with full audit trails and role-based access controls. Patient-facing queue displays show only position and ETA without exposing clinical details. Every triage decision, including AI suggestion and nurse confirmation or override, is logged with timestamps for clinical governance and audit purposes. On-premise and private cloud deployment options are available.