The Soft Edges - Waiting Room Skills

Abstract

The consultation in family practice has been well documented,'but not so much has been written about the period leading up to it. This area before primary care starts - perhaps one should call it preprimary care - is the time for when the patient picks up the phone to make the appointment, or even before that. After this follows the negotiations with the receptionist and the appointment system, the journey to the rooms, the subsequent navigation through the reception formula and into the waiting room with its choice of seats and positional play. The waiting room plays a great role in setting the scene for the consultation.