MANCHESTER TRIAGE SYSTEM: USERS’ PERCEPTION OF RISK CLASSIFICATION IN URGENT AND EMERGENCY CARE SERVICES

Abstract

This article sought to analyze the factors that influence users’ perceptions of risk classification performed through the Manchester Triage System in emergency and urgent care services. An integrative literature review was conducted, gathering national and international studies that address users’ experiences, their understanding of clinical prioritization, and the elements that affect acceptance of the protocol. The methodology involved systematic selection of articles, critical reading, and thematic synthesis of the findings, allowing the identification of recurrent patterns in users’ perceptions. The results showed that understanding the triage process is directly related to the clarity of the information provided, the quality of the initial reception, and the emotional conditions experienced at the time of seeking care. Accessible explanations regarding color categories, target times, and clinical criteria were associated with greater acceptance, whereas communication failures, mechanized interactions, and lack of knowledge about the logic of severity generated doubts, anxiety, and feelings of unfairness. Additionally, factors such as pain, fear, and overcrowding intensified negative perceptions of waiting time. Thus, the study highlights that improving communication, strengthening patient reception, and enhancing professional–user interaction are essential strategies to promote better experiences and greater trust in the risk classification process.