since the team had observed patient-especially those in wheelchairs-having trouble moving through the waiting room,they proposed removing chairs and reconfiguring the space. the clinic staff had never thought to do this. the result was very successful. people in wheelchairs could better enter the space, and were not relegated to the hallway or near the check in desk,as the team observed previously. and there was enough room for them to sit with their families in any part of the waiting room