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)