Across the world, primary care systems are under intense pressure. Demand continues to rise, the workforce is stretched, and traditional “first come, first served” access models create inequity, inefficiency and unmanaged clinical risk. Digital triage offers a structural solution: a way to organise demand safely, prioritise care by urgency, improve equity, and provide a clearer, more predictable experience for patients and clinicians. This workshop introduces universally transferable principles for designing safe, fair and sustainable triage systems—whether digital, hybrid or low-tech. Many countries face the same challenges: long queues, crowded telephone lines, inconsistent triage processes and rising patient frustration. Without structured triage, urgent problems can be missed while non-urgent cases consume capacity. Digital triage, when implemented with strong governance and inclusion pathways, can: – provide a single, consistent access route – reduce bottlenecks – improve clinical visibility – create equitable access for diverse populations – enable automation of low-risk requests The workshop focuses on principles applicable across high-, middle- and low-resource settings.Participants will be able to: 1. Understand the core components of a safe triage model. 2. Redesign access pathways around urgency and clinical need. 3. Apply governance and risk-mitigation frameworks. 4. Build inclusive pathways for patients with low digital confidence. 5. Engage staff and restructure workflows to support a triage-first model.Teaching methods Short presentations on access redesign and global triage challenges. Mentimeter activity: participants identify their top access pain points. Small-group reflection on how triage principles could apply in their systems. Facilitator examples illustrating phased implementation and common pitfalls. Workshop schedule 0–10 min: Global access pressures<br> 10–20 min: Principles of safe digital triage<br> 20–35 min: Mentimeter + discussion<br> 35–50 min: Governance, inclusion and workflow redesign<br> 50–60 min: Takeaways & Q&AParticipants gain a practical framework for implementing or improving triage models, with adaptable strategies for equity, safety and demand management.This workshop positions digital triage as a structural enabler of fair access and sustainable primary care, offering delegates transferable tools to redesign access pathways in any health system.