developed, which in the view of the investigators captured core messages reported by participants.
An early example of a specific theme that emerged was labeled listening skills. Many of
the respondents mentioned listening as being important during their encounters with primary
health care providers. The following quotations are from text that was coded into this category.
Examples of effective and ineffective listening are evident in these quotations:
• “The way the doctor sits there and you explain, he listens to you.”
• “The other doctor I hadwouldn’t listen. Onone occasion when Iwas in a lot of pain he told me itwas
all in my head.”
• “This doctor listens and she is prepared to spend time.”
• “He sorted all these out—I felt listened to, it was good; I felt happy.”
• “Not in a hurry, ready to listen.”