Table 1: The timeline of the intervention preparation.

3 M O N T H S	March 21^st 2019	First mention of problem dealing with patients presenting to the policlinic without prior appointment	Nurse huddle
	March 28^th 2019	Process modulation and discussion of the triage sheet (notes taken by head of group nurse): chief nurse, referent physician, head of group nurse, OPM expert	One-hour meeting
	April 16^th 2019	Draft of triage sheet and written procedure (head of group nurse)	Email
	May 1^st 2019	Corrections to triage sheet and written procedure (referent physician)	Email
	May 8^th 2019	Communication to physician senior meeting	Oral communication
	May 13^th 2019	Finalisation of triage sheet (referent physician and head of group nurse)	2 emails
	May 13^th 2019	Exchange and setting up practical issues with head of administrative team	Oral communication, Administrative team huddle
	May 17^th 2019	Final communication to outpatient desk confirming the launch of new process (head of group nurse to head of group desk)	Email
	May 21^st 2019	Start of the new process	Total effort: 1 nurse huddle 1 admin. team huddle 1 1h meeting 5 emails 2 oral communications