Table 1.

Method	Findings
Patient focus group	Waiting time is too long
	Explanations for waiting time should be given
	Doctors need to be updated on the patient; otherwise patients feels insecure
	Information given by different staff members and should not be contradictory
	Staff availability and time spent with staff are appreciated
	Furniture in waiting area is uncomfortable
	Information should be individualised
	Information should be actively offered
	Alternative medicine and psychological and nutritional problems should be discussed
	Direct observation
Direct observation	Nurse has fragmented work situation due to retrieval of laboratory results
	Waste of time during consultations
	Difficult to gain overview in electronic patient file
“Walking the system”	Coordination between process at the clinic and the pharmacy causes delays
Flow chart	Process sequence causes delays