“…Also, this Policy emphasizes the ambience in health services, which consists of […] creating healthy, welcoming and comfortable spaces that respect privacy, promote changes in the work process and are places of meeting between people (BRASIL, 2013, p. 9). The use of the waiting room is suggested as a strategy by several studies carried out in primary care, in specialized health care (sexually transmitted diseases/HIV-AIDS, oncology and workers´ health), emergency and day-care services to facilitate the community-service approach and the development of actions aimed at welcoming, prevention, promotion and health education (TEIXEIRA; VELOSO, 2006;RODRIGUES et al, 2009;PIMENTEL;BARBOSA;CHAGAS, 2011;ZAMBENEDETTI, 2012;SILVA et al, 2013SILVA et al, , 2018CHAN et al, 2015;CORSANO et al, 2015;POLETTO;MOTTA, 2015;ARAGÃO;UCHOA;GERMANO, 2016;BECKER;ROCHA, 2017;ALMEIDA et al, 2017;REID et al, 2017;NEGRÃO et al, 2018;CASTRO et al, 2018).…”