Table 3.

Physical factors in the waiting room/reception area in relation to confidentiality breaches.

Attention focus	Sound	Layout
Positive
Magazines and books, posters, and television/radio/music.	Music/radio.	Telephone located away from the reception desk.
Chairs faced away from the reception.	Children's play area when occupied	Barrier was present to structure queue away from the desk.
		Waiting room located separately from reception.
		Computer monitor faced away from the queuing area.
		Screen present at reception.
		Fax machine located away from reception desk.
Negative
Lack of magazines and books, posters and television/radio/music.	Lack of music/radio	Reception area in the same room as the waiting room.
Chairs not facing away from the reception.		Chairs were close to the reception desk.
		No barrier to structure the queue, hence patients queued alongside the desk.
		Computer monitors could be seen at certain angles.
		No screen at reception, therefore patients more inclined to lean over the reception desk.