Table 2 Codes and themes derived from complete coding
Participant | Codes | Themes | CO-CONSTRUCTING THE PROBLEM |
Call-handler response | Clarifying history of problem Acknowledging caller experience Individualized communication Providing advice in blocks Empowering caller Educating caller Agreement of plan | The professional communication | |
Condescending, irritated, patronizing communication Ignoring patient perspective, minimizing magnitude of problem | The non-professional role | ||
Lack of control with conversation Providing unclear advice Disagreeing with caller Non-individualized communication Unable to collaborate with caller | The non-professional Communication | ||
Gate keeper Fixation error Uncharacteristic problem Lack of agreement on problem, urgency and plan | The difficult decision making | ||
Caller response | Clear description of problem Clear description of temporal progression of problem Self-evaluation of problem Agreement of plan | The constructive caller | |
Vague and/or lengthy description of actual problem Cerebrally impaired Time line Insecurity Talking down symptoms | The complicated caller | ||
Lacking problem solving/self-care before calling Contradictive information (+vocal appearance) | The un-constructive caller | ||
Caller under the influence Caller is very emotional | The caller is inebriated/intoxicated | ||
Calling during GP office hours Unrealistic expectations | The caller has unrealistic expectations of outcome | ||
Caller is not patient, caller is not with patient | Proximity to patient (physical/relative) |