Table 6.

Verbal actions carried out at each stage.

Stage	Speaker	Action
Opening	Receptionist	Make service offer
	Patient	Provide reason for attendance
Information check	Receptionist/patient	Seek information
	Patient/receptionist	Provide/not provide information
	Receptionist/patient	Seek confirmation
	Patient/receptionist	Confirm/not confirm
Service provision	Receptionist	Inform/instruct
	Patient	Accept/reject