Table 4.

Participant quotations from “patient” and “professional” studies

Third‐order construct	Participant quotation
“Patient” studies
Objectification	“You're just a matter of a number or a bit of file, that's all you are, you're not a certain person. Whereas, once upon a time you'd go to the surgery and as soon as you walked into the doctors you became a human being and he was going to talk to you as one. Now, he's looking at the file all the time, he's not even bothered whether he looks at you…”25 (p. 171)
	“…I walked in the door it was almost like I was an experimental object they talked over me, they talked around me the only thing they didn't do was actually talk to me there was no explanation of what I was there for they read my referral and read that I had pain in my shoulder, but there was no interaction with me as a subject…”29 (p. 146)
Negative stereotyping	“I felt I was being labelled as being over anxious because I would take him (baby son) there, and say he's been wheezing, or he's been rattling. And they would say something like, they weren't actually listening to what I was saying. I was saying that there is something quite seriously wrong with him, and they weren't paying any attention to me.”26 (p. 112)
	“Once you've got a name as being a drug user, it doesn't matter what you say, no one is believing you or listening to you, and I also found the more fuss you make the worse it looks for you. If you start yelling or ranting and raving it's like oh, she's off her face, she's an uncontrollable drug user, we expected this from her.”33 (p. 69)
Abnegating responsibility	“…Well I didn't see the same nurse twice so in my opinion no‐one really knew whether I was getting worse or better. I didn't see the same nurse ever, so there was no continuity and I felt that sometimes it was a case of the blind leading the blind…”29 (p. 245)
	“It was the wrong person who said I'm sorry… It should have been the person that treated me badly not the person in charge… the excuse should have been more personal.”32 (p. 147)
“Professional” studies
Purposive categorization	“Some of them are very volatile and every day can be a new drama or complaint, and next day it will be fine. Whereas another person it's the exception to get a complaint from them.”33 (p. 70)
	“The complaining type… They shake hands with you but they are vicious. Basically, they want you to know they are in charge.”34 (p. 815)
Withholding personal judgement	“I would visit at the drop of a hat. I wouldn't try to advise over the phone because I was just too scared of what would ensue if I advised over the phone. If there was a hint that antibiotics were a possibility I'd give them. I wouldn't try and educate the patient out of having their antibiotics.”35 (p. 1599)
	“With patients who have ‘watches’ on their teeth, I tell them every single time I see them now. So that they know that I'm keeping an eye on a tooth which may have had a wee R2 lesion on it for 20 years.”37 (p. 29)
Maintaining professional identity	“The way the practice handled it, which I think is very good, is that they have a system whereby they believe that if there's a complaint made then it's made against the whole practice.”35 (p. 1598)
	“You get support in a semi‐joking way. You can be light hearted with medical colleagues in a way which wouldn't be understood by outsiders. We share the same sense of humour and it may sound sick, but it's a way of managing stress.”34 (p. 817)