Table 3 GP actions communicating personal care

Demonstrating humility and non-judgemental respect

‘…within all professions…people…see themselves as a little bit better…what I would like to see in…any profession, medical or otherwise, that everybody is given the respect they deserve because they’re a human being as well…and that’s what [GP name] does…

I was down [at the GP clinic] one day…[these] young [people] walked in…they were looking very awkward…you could see that people were looking at them, they had lots of tattoos, they weren’t dressed particularly well at all…but straight away, [the GP] said, “Oh please have a seat here”…like, welcome to the clinic you are here the same as everybody else…myself and my staff are here to help you.’ (P1).

‘When [my GP] comes out [they’ll] smile at me and [they’ll] say “Hey…I won’t be long” …[they] always acknowledges me when I’m in the waiting room and…I really like that…I’ve even bumped into [my GP] outside of the surgery…at dinner one time and…we both waved at each other and said hello and… [they weren’t] like trying to hide [their] head or pretend that I wasn’t there’ (P4).

‘…there were quite a few times where I felt like [other GPs] were…quite judgemental or offering advice that didn’t seem helpful…and comments about my weight’ (P6).

Showing interest in patients as people (i.e., in non-medical aspects of patients’ lives)

‘…before [they start]…talking [they’re] like, “Oh, how you been, how are the children?” …[they’ll] remember things that you’ve previously said…it never feels like you’re coming in there and you’re sitting down and [they’re] straight to… “What are you here for?”, so I really like that because…I feel like it develops a rapport between the doctor and the patient.’ (P4)

Taking time to actively listen

‘…it’s always worth [waiting to see my GP] because [they do] take the time to speak with you and…to listen to what you have to say…[they’re] not in a hurry to push you out the door’ (P7)

‘…you enter [the GP’s] rooms and…[the GP is] totally focussed on you, [they’re] not thinking about I’ve got four or five other patients out in the waiting room…[GP name] puts in the time…you walk in there and you’re [their] only patient until we finish dealing with what we’ve got to deal with.’ (P8)

‘Above and beyond’ (P1)

‘…when my Dad passed away, they actually sent flowers on the day of the funeral… [my GP] is above and beyond…’ (P1)

‘…[my GP] said, “It’s alright…I haven’t got an appointment after you, it’s my lunch break”…[they were]…going to sacrifice some of [their] lunch time to spend time with me on this problem…that made me feel pretty good about [them]…[they] seemed like [they were]…a genuine person…’ (P10)

‘…where [my GP is] really wanting me to go and see somebody quite quickly [they’ll] organise it for me rather than just give me the details and make me organise it myself, like [they’ll] actually call up the surgery and say, “I have a patient here I really would like them to see the doctor ASAP…And [they’ll] really help to make that happen…I really like that.’ (P4)

‘I felt like [the GP] went the extra mile because [they] really cared and [they] knew me and …we’d been able to develop that little bit of relationship…it was really nice to have somebody that actually just went in to bat for you rather than just went, okay, I’ve got your results back, you need to have an iron infusion, organise that for you when you get back…[they were] genuinely concerned about my welfare and that made me really put [them] in a high regard as to a…really decent GP that actually cares about the patient.’ (P4)

‘[I told my GP about domestic violence]…so then we kind of just used some of that…appointment…and [they were]…Googling…DV services because [they] couldn’t remember who the ones that they…had worked with and [they]…gave me all their information and their phone numbers and things that I potentially needed to do…I suppose it’s still kind of within [their] scope but…I don’t know if that’s just like standard care…it just felt like it was very thorough’ (P5)

‘And [patient’s will] say, “Do you remember the day,” …sometimes I’ll take them to school, I’ll pick them up from their home and take them to school. I’ve done all that sort of thing before if I think it’s appropriate. And if their parents are having a really hard time. They say, “Do you remember the day…you took me to school” …that was a key thing in their minds. You know, for me that was just one of many.’ (GP5).