| Practice visits (n = 26) |
| I was treated with respect by staff |
34.6% (9) |
46.2% (12) |
7.7% (2) |
7.7% (2) |
3.8% (1) |
| I felt listened to by staff |
26.9% (7) |
46.2% (12) |
11.5% (3) |
11.5% (3) |
3.8% (1) |
| I was understood by staff |
11.5% (3) |
42.3% (11) |
11.5% (3) |
26.9% (7) |
7.7% (2) |
| I understood the information I was given |
42.3% (11) |
50.0% (13) |
7.6% (2) |
0.0% |
0.0% |
| Staff were motivated to help me |
15.4% (4) |
42.3% (11) |
3.8% (1) |
23.1% (6) |
15.4% (4) |
| Telephone interactions (n = 13) |
| I was treated with respect by staff |
23% (3) |
46% (6) |
23% (3) |
8% (1) |
0% |
| I felt listened to by staff |
15% (2) |
38% (5) |
31% (4) |
8% (1) |
8% (1) |
| I was understood by staff |
15% (2) |
23% (3) |
31% (4) |
31% (4) |
0% |
| I understood the information I was given |
15% (2) |
69% (9) |
8% (1) |
8% (1) |
0% |
| Staff were motivated to help me |
23% (3) |
23% (3) |
31% (4) |
8% (1) |
15% (2) |
