# Clear updates in the waiting room

Duration: 72.83 seconds

## 00:00:00.000 — During a delay

On screen: Information can reduce uncertainty

A busy waiting room can become more difficult when nobody knows what is happening. Clear updates help people understand the process, although they cannot guarantee a calm response.

## 00:00:12.700 — Explain the process

On screen: Use realistic language

Explain that urgent clinical needs may change the order of appointments. Avoid promising an exact time when the team cannot reliably meet it.

## 00:00:23.200 — Provide a next step

On screen: Say when you will update

Tell people where they can ask for help and when another update is expected. Make sure someone owns that update, especially during an unexpectedly long delay.

## 00:00:35.000 — Notice individual needs

On screen: Offer appropriate assistance

Consider language, hearing, mobility and other communication needs without making assumptions. If someone feels unwell or deteriorates while waiting, arrange appropriate clinical assessment.

## 00:00:49.300 — When tension rises

On screen: Bring in support early

Keep your voice steady, maintain personal space and follow the agreed escalation process. Move to safety and seek urgent assistance if the interaction becomes threatening.

## 00:01:01.600 — Today's action

On screen: Review your waiting-room message

Ask your team what patients are told when the clinic falls behind. Choose one clear update that staff can deliver consistently and with respect.

## Sources

- [HSE: Managing violence and aggression in health services](https://www.hse.gov.uk/healthservices/violence/do.htm)
- [HSE: Controls to prevent violence and aggression](https://www.hse.gov.uk/violence/employer/controls-to-prevent.htm)