Component 1. Information about the condition(s) and/or its management

“I had a heart attack, after I buried my husband. So this time last year, I just wasn't handling it… I just didn't understand what was actually wrong with me, because I thought there was nothing wrong with me… I was always short of breath.” (case 1, female, 59 years). This woman assumed her problems were linked to her husband's death, but had a chronic condition. Her provider explained her condition, the medication she needed and established a treatment plan with weekly contact so that she felt supported “Yeah, I suppose [information] does matter to me… ‘cause it's my life that's being affected, isn't it, really.” (case 2, female, over 74 years)

Component 2. Information about available resources

“That lady… suggested I get a smaller walker…. I don't know who brought it to me, but when I got it, I said “I don't want a walker” she said ‘keep it because you might need it’. Well, see, eventually I did.” (case 2, female, 94 years) One man explained that despite having information, he worried for days before contacting social agencies. “Yep, I've had needs assessments and I'm always dealing with them [government welfare service]. It's not one of my favourite things…. because you feel so terrible that you've got to go there and ask for this and ask for that.” (case 1, male, 50 years)

Component 3. Provision of/agreement on specific clinical action plan and/or rescue medication

“Yep, we've got a plan, it's called a disaster plan, that we have to go through, and we update it every so many months, just so that if something happens they can contact us or we can contact them, or we know what to do.” (case 1, male, 50 years) “Yeah they asked me about a plan with my lungs when I went in. And they came and done a plan for me…. Yeah, they gave me a copy of it and everything.” (case 2, male, 79 years)

Component 4. Regular clinical review

“The quality [of care] is very, very good. I think it is anyway. Like, I'll put it this way, because she [nurse practitioner] comes out once a fortnight… they come out here and they service the area… to see the other people, the people that need it” (case 1, male, 82 years). The Nurse Practitioner undertook clinical reviews of people with long‐term conditions living rurally “For my family doctor, I went to see him on monthly basis. Usually I just attended an appointment. And before I left, I would talk to the nurse or the secretary there and arrange for my next visit.” (case 3, female, 75 years)

Component 5. Monitoring of condition with feedback

“One [goal] is to lose weight, they've been wanting me to lose weight. So I have to start losing weight for my own good, and I know it's for my own good.” (case 1, female, 58 years). This woman is monitored by the practice nurse who provides routine feedback and support “Yes she [practice nurse] always says I have to have to do my blood tests every week for Warfarin, just rings me and fill all the forms.” (case 2, female, 94 years). Close monitoring and feedback ensured care could be safe and responsive to this woman's needs

Component 6. Practical support with adherence (medication or behavioural)

The most basic requirement to support medication adherence, in particular, is to ensure transport and cost barriers do not stop patients obtaining medication. “…they deliver it [medication] because they know that I can't go.” (case 3, female, 80 years) “He's a really good, good guy [the pharmacist]. I don't always have the money to get my pills, he'll let me pay it off, he's really good.” (case 1, male, 50 years)

Component 7. Provision of equipment

[Nurse practitioner] said, ‘Have you got crutches?’ I said, ‘No.’ ‘Have you got a wheelchair?’ ‘No.’ And she organized all of that. And they were there that day. (case 1, female, 50‐64 years) “I've got this really hard mattress, and the occupational therapist said ‘oh, it's probably because of your body weight … because they're all memory foam, and so she said, ‘oh, I'll order another one for you, a better one’, so I didn't hear from her for about 6‐8 weeks” (case 2, female, over 74 years)

Component 8. Provision of easy access to advice or support when needed

“Actually, I know if anything… if I needed anything, needed to know anything, all I need to do is to ring [nurse practitioner]… if she doesn't see me straightaway, she'll make room for me next day.” (case 1, male, 73 years) “That's an awful thing for me to say but you have to ring and ring and ring… I rang yesterday and I actually lost all the [battery] power in the phone.” (case 2, female, 85 years). This negative example illustrates the basic need to be able to contact a front‐line health provider Good primary care is insufficient if more specialized help is unavailable when needed. “They all treat me nice… if I have to be referred to a doctor who is more specialized, you have to wait a long time. This is almost six months. I mean I will be dead by then” (case 3, female, 84 years)

Component 12. Training/rehearsal for psychological strategies

In this negative example, the patient felt dismissed due to his age rather than helped to develop personal goals relevant to his/her age and health. “Yeah, they all [my friends] went on top of one another… My doctor's response was “Well, older people die!” I said “Yeah, but not all at bloody once!” Yeah… older people die, as if I didn't know it…” (case 2, male, 79 years). “Earlier on, I still thought I could [set goals]. But now, you know, even the doctors have told me that there's not much that they can do. It's just mainly up to me.” (case 3, female, 84 years). This woman felt that opportunity was lost to set goals relevant to their life and illness.

Component 13. Social support

“I can tell other people, I've told a friend of mine that's got to go in for triple bypass… I said to him, ‘It's because you're smoking. Because you're boozing, because you're doing this, I know because I've been there.’ And it's been three months for him now… and I said, ‘See, I told you, it works’.” (case 1, female, 59 years). Patients supported each other, extending effective self‐management support beyond the health provider/patient dyad “So they will push my wheelchair to join them… so there's something like a get‐together and then we each have a meal together, whenever the care attending person tells me that there's some activities going on and they push me there, I will join them.” (case 3, female, 80 years)

Component 14. Lifestyle advice and support

“And she [nurse] rings me up if things are not right, she lets me know all about it. She's really good actually. She said to me last time “You're 50.” She said, “The time before you're 49, this time you're 50, and if you don't start and cut things down a bit in sugar and that, don't have any more beer…” I said, “Go to buggery, I'm still gonna have more beer”… I said “I might cut a little bit of sugar out” (case 2, male, 79 years) “Well, they are always bringing it up [eating and exercise]… I tell her that I go every Monday… go to Cardiac, to sit in the chair and do these little exercises. (case 1, male, 73 years) “She [health provider] told me to walk up my hill. ‘Oh, it's only half an hour, just walk up, around and around.’ And it did make a big difference.” (case 1, female, 59 years)