Table 2 Themes and sub-themes emerging from the thematic analysis

1. A) Developing a partnership: a relationship of trust Table 2

Helping the patient feel comfortable

I feel very good with Doctor X, I am not embarrassed to tell him everything. (22)

Showing empathy

She is so always ready to listen to the person, that if I have problems, I know I will be able to talk to her. (14)

Showing respect

You don’t feel things are imposed on you but you don’t feel judged either. (16)

Being sincere

She is good, she tells you the truth, and she doesn’t hide anything, you know. (21)

Demonstrating professionalism

Me, her relationships with one and another don’t interest me. (10)

Demonstrating engagement

When my husband was in his last weeks, she was pregnant, she was about to stop working. She would go see him once or twice a week. That really touched me. She did not have to do that. (30)

Spending adequate time

He does not look at the time, he listens, looks at you and he catches everything you say. After that, he responds to what you asked him. (2)

Fostering relationship continuity

I think that by seeing each other, we developed a privileged contact. (17)

1. B) Developing a partnership: Finding common ground

Informing

He says just enough. He explains what you want to know. (2)

Providing results

She comes and reads my results she just received. I am encouraged when I do something good. (13)

Taking preferences into account and respecting choices

He accepts your choices. You are the one who decides. (16)

2. Promoting patient interests in the healthcare system

Demonstrating professional competence

I would expect him to use all his medical knowledge to find the problem. (20)

Fostering collaborations with other health professionals, specialists, community resources and alternative and complementary medicines

It is even her (physician) who gave me the name of an acupuncturist that I went to see. She oriented me. (16)

Fostering continuity of care

She knew everything the cardiologist was doing with me, because he would convey the information to my family physician. (24)

Fostering accessibility to care

So that, knowing I can call him… that is less stressful. (3)

Accompanying in the steps to be taken

He helped me a lot step by step to get to the surgery. (1)

Ensuring patient safety

He left a message on my answering machine. He wanted to know how I was doing. He thought… I looked so bad that he was worried. (19)

3. Starting from the patient situation

Knowing the antecedents and the health status of the patient

She knows me from A to Z. (24)

Knowing the feelings (anger, sadness…)

When I found out I had diabetes. He noticed that I was shaken … (19)

Knowing the repercussions

She will ask me: what about the pain, how are you doing? How are your days? (9)

Knowing the expectations

And in the end, he will ask, do you want anything? (18)

Knowing the personality

He knows I am fearful. He went to get a book with an image to show me where it was in my knee and how he would give me the infiltration… I thought that was kind of him. (2)

Knowing the family context

She always asks about my grandchildren. You know, there is something there … (14)

Knowing about the work status

In regards to work…you know we cover that. (16)

Knowing about leisure time or activities

My leisure activities, if I practice sports. She asks about everything. (14)

Knowing about the life context

She asked me what kind of summer I had… you see that she is interested in your life… that’s a lot. (25)

Addressing the subject of sex

I have a follow-up on everything… even on the issue of sex. (18)

4. Legitimizing the illness experience

Recognizing the suffering

God you suffer, it makes no sense… you know, she can’t believe how I am so organised. (9)

Managing emotions linked to the absence of a diagnosis or an uncertain or worrisome diagnosis

They want to help me on that aspect… because for me, not to know what it is, it’s difficult. (8)

5. Acknowledging and promoting the patient’s expertise

Promoting healthy lifestyle habits

He also mentions things to do or to not do… that are not related to medication. Therefore, not everything is settled by a pill…There are other things all around that we look at. (5)

Encouraging self-care

I have a prescription but I am the one who manages it. (16)

Advising

The advice she’s going to give me, for sure I will take it cause I know it will work. (24)

Fostering greater awareness

He always had the right way to make me understand things that I really did not want to understand. (22)

Fostering self-confidence

He knows I can understand… occasionally, he says: “Now, you know what to do, it’s up to you, it’s your responsibility, go ahead”. (5)

6. Helping the patient maintain hope

Playing it down

He can help me put things in perspective. (15)

Supporting

If I have concerns, Dr X reassures me. That allows me to be free. (2)