Site Visit

To get a better understanding of the experience of being in a waiting room and the processes behind getting there I conducted a covert auto-ethnographic study and (very brief ) interview. As the staff were so busy and as we were social distancing, I was only able to squeeze in one question with the receptionist. Though for a one question interview it was quite insightful perspective one what causes delays.

Q: What in your experience causes the most delays and increases wait times. A: When a patient comes in and they haven’t communicated that there are multiple reasons they need to see the doctor, so they do not know to allocate a longer appointment time.

1

2

3

Figure 6. Booking Process. Credit Author

Left Figure 5. GP Waiting Room. Credit Author

Auto-ethnographic Study

Raw Data (objective)

I was able to discuss best times with the receptionist and went with a new to the practice female doctor who I not yet available for booking on the website.

When calling the call was answered very quickly and I was immediately asked if there was an emergency or if I could hold. I was happy to be on hold.

I was able to discuss best times with the receptionist and went with a new to the practice female doctor who I not yet available for booking on the website.

Received a reminder text the day before reminding me of the appointment and requiring a confirmation. the text included a link to the booking website hotdoc.com and the date and time of my appointment.

The General Practice building was a single story brick building on the corner of a cul de sac and supermarket car park. At the door there was a sign that stated; Due to COVID19 precautions, please ring the doorbell and one of the receptionists will let you in.

Interpretations (subjective)

I found it annoying that I was directed to a different website when trying to book online - I was also unsure as to whether I would need a shorter or longer appointment time so I called.

From this initial introduction I was immediately given the impression that they were very busy which made me happier to be patient and wait. It was great to have the call answered very quickly though.

It was very comforting to be able to talk to someone and discuss what options would be right for me. It felt very lucky to have been able to get a great time for me and with a doctor not available on the online.

I was appreciative of the text as it was a good reminder for my appointment the next day.

The sign and doorbell was a new, slight scary and completely understandable precaution.

Raw Data (objective)

The waiting room itself was down a long thin hallway with some consulting rooms off to the right. As you enter the main space the receptionist desk is to the left and the main waiting area is to the right. The floor was wooden, and the walls were white and grey and the space is decorated by some plants, a TV and many information brochures, as well as a water fountain. Grey benches wrapped around the edge of the waiting room with marking tape used to indicate appropriate spacing.

I approached the receptionist desk and after giving my name I was told to take a seat. There was one other patient in the waiting room. The phones were ringing off the hook and the receptionists were extremely busy managing appointments for a flu clinic as well.

I was seen at 9:35 and had a 9:15 appointment and was not informed at any point that there was a delay. I cannot be 100% sure that it was standard practice to not be informed of delays as the receptionists were so busy, but on previous appointments I have never been notified when there were delays.

After my appointment I was able to book in the next one straight away on my way out.

Interpretations (subjective)

To me the space felt quite clinical, mostly because of the grey unattractive couches and the number of brochures. The fact that it was a re-purposed house gave the waiting room a homely feeling which was comforting.

I did not expect there to be much of a wait as there was only one other patient in the waiting room.

I felt restless during the wait, it was a lot longer than I had expected. During the appointment I felt guilty about the time I was taking up as I had no idea how long my slot was.

I was frustrated after the appointment as I had forgotten some of the things I wanted to ask the doctor. Besides that I felt like I was given great care by the doctor who never made me feel rushed. I am fairly sure we sent over time though.