Table 2.

Themes, subthemes, and codes with relevant excerpts from pre-consultation phase

Theme	Subtheme	Code	Verbatim
Gaining access to TAC	Awareness about TAC	Source of awareness[14]	Mr S (Patient 13): “We came across a news sir, regarding the tele OPD of various departments of PGI, published in the Tribune after the lockdown. It also contained phone numbers, to which we contacted.” Mrs N (Patient 8): “My friend had sent me all the PGI tele OPD numbers through Whatsapp. She informed that I can consult through these numbers to get registered.” Mrs P (Patient 10): “Ma’am, I called Dr. M about my problem. He told me about the tele OPD. He had given me the number and told me that after registration, I would get a call after 3-4 hours from DDTC.”
	Barriers to TAC access	Busy telephone line[11]	Mr. A (Patient 11): “getting an appointment is difficult. Sometimes the phone is not available. Sometimes the call goes on waiting, sometimes the call doesn’t connect because of signal issues.” Mrs N (Patient 8): “I call often but it takes time, mostly it is busy. However, I used to try continuously. Some days, they attend my call without any delay, and sometimes it takes much time to pick the call up.” Mr S (Patient 14): “Sir, sometimes we get registered after 2–3 times of trying, and it gets connected, but sometimes, it is busier, and we have to try even 100 times to get a connection for getting registered.”
		Lacking technical skill[4]	Mr. N (Patient 7): “only problem is operating phone. You sometimes ask for video call. I am not much acquainted with smartphone and video call app.” Mr. C (Patient 3): “I didn’t know how to do that, as I am unable to handle smartphone.”
	Facilitators to TAC access	Accessible care[7]	Mrs N (Patient 8): “Yes sir, it is so comfortable and convenient for me. Due to corona, it was so difficult, as you can’t go anywhere due to the Lockdown, or fear of catching an infection, but TAC reduced the difficulty. Now I can register to your OPD from my home.” Mr S (Patient 14): “my relatives told me that if we go to PGI, its very rush and have to get into the line for a long time. In that respect, now it becomes very easy that we can contact them over phone and later the doctor will call us back.”
		Affordable care[10]	Mr. A (Patient 11): “appointment is taken early in the day. I can attend your call from my college. I can directly go and buy medicines. Hence, I get time for my college work and daily chores.” Mr G (Patient 5) [resident of a faraway place (around 750 km away)]: “the cost is high to come here from Ladakh. It costs a few thousand to come here with an attendant, and not everyone can afford that.” Mrs P (Patient 10) [health worker from a remote place]: “A big advantage is that, we don’t have to travel. We need to change a couple buses to reach Chandigarh from Morni. Beside this, the buses from Morni don’t have a fixed timing.”

TAC=Telemedicine-based addiction care