Table 2.

Quotes per identified theme

Theme	#	Participant	Quote
Waiting times
ED length of stay	#1	Participant 5, M, 35 years	‘I was positively surprised that everything went as quickly as it did. I imagined this long queue at the emergency department with ambulances rushing in with patients who were worse off than me. However, nothing could be further from the truth. I was in and out of the emergency department within 2 hours.’
	#2	Participant 15, F, 26 years	‘At one point, my partner asked me: What are we actually waiting for? That might be something that could be improved. Since it was my first time there, I had no idea how long such a visit would take.’
	#3	Participant 7, M, 39 years	‘Well, the fact that the pain was much less, that certainly made a lot of difference. When you are continuously in pain, it makes something like this feel like a lot longer.’
Follow-up care	#4	Participant 14, F, 32 years	‘It is very important to have information in a timely manner. For example, if I needed surgery or not. I was glad that I did not have to leave the house for this information. I was not that mobile.’
Information provision
Type, amount and frequency	#5	Participant 14, F, 32 years	‘For example, my wrist is still swollen. Is that because of the oedema or is it because of something else? Can I maybe do more than just keeping my wrist elevated? Is it useful to put some ice on it? Maybe some tips for a better recovery would have been nice.’
	#6	Participant 1, M, 51 years	‘I can imagine that if you are there alone (ED), things will pass you by. Because you have so many other things going through your mind. What about work? And things at home? A thousand and one things are going through your mind. So it was very nice that you also got an information leaflet with you. And yes, the phone call with the doctor the next morning. Of course, afterwards (after the ED visit), I had a little more time to write down one or two other questions that I could ask the doctor during the phone call the next day.’
Delivery mode	#7	Participant 10, M, 30 years	‘It is always very nice if you can read back some information afterwards.’
Healthcare professional communication
Interpersonal skills	#8	Participant 14, F, 32 years	‘You couldn't really tell that they were busy. They were just focused on me and engaged with me at that time. So I thought that was really nice.’
Medical capabilities	#9	Participant 2, F, 59 years	‘At that time, you are in a lot of pain. If someone then tells you what needs to be done and how, and that it is going to be incredibly painful, but that the pain will be over afterwards…At that point…well…you leave yourself in their hands, because you think: this person knows what she is doing.’
Patient-centredness	#10	Participant 4, F, 58 years	‘Also with the second X-ray, they said: oh, the fracture is clearly visible. But unfortunately, I did not see it for myself. That was a shame, I would have liked to see it. That is something that they could pay more attention to.’
Care expectations
Personal preference	#11	Participant 9, F, 56 years	‘Just giving you a glass of water after you just threw up. Well, I think you really shouldn’t have to ask for that.’
Relativism	#12	Participant 10, M, 30 years	‘And I do not feel like it was that bad. I also felt like it was going to be okay the whole time (during ED visit).’
Previous ED experiences	#13	Participant 6, F, 44 years	‘I had something entirely else some time ago, at the start of this year. When I compare that situation to this one, I’m like wow, I got so much attention now! That would have been nice the last time. So I experienced a lot of luxury this time.’
Patient condition
Physical and emotional impact	#14	Participant 9, F, 56 years	‘Well, I mean…it’s obviously a huge event for me, you know. And for them…well, a broken shoulder is probably not that exciting for them. But to me, it meant a lot.’
Care coordination
Healthcare professional teamwork	#15	Participant 3, M, 26 years	‘When I arrived, I was told to walk all the way to the end of the hallway after the first conversation. And it was not until after the radiographs were made, that I heard I shouldn’t walk anymore. So, I had to limp all the way back.’
	#16	Participant 5, M, 36 years	‘What I noticed was that everyone in the hospital has their own specific tasks, which is really great. However, for me, a broader view is required at a certain point, like what is specifically going on and what does this actually mean? So, kind of like…who is in charge?’
Correspondence	#17	Participant 4, F, 58 years	‘Well, I think I've received about 10 or 11 emails from the [hospital], and new information in my patient portal: appointment scheduled, appointment canceled. Just a lot of emails. It could be better because now you can't see the wood for the trees.’
Care environment
Hospital ambience	#18	Participant 6, F, 44 years	‘I think that if you are surrounded by screaming people with all sorts of open wounds… that it would be hard to relax. And, that this would also influence the conversations that you have afterwards. So, I think the waiting area should help you feel as comfortable as possible.’
Facilities	#19	Participant 7, M, 39 years	‘I found it very cold in that room. But that might also have been because I had just sustained that injury, and at some point, I did get a blanket, so that was well arranged, which was nice.’

ED, emergency department.