Table 9.

Expanded context mechanism and outcome configurations

Context	Mechanism	Outcome
Booking system
Acknowledgement and information (e.g. being held in a queue)	Confidence	Ability to book an appointment
Knowledgeable and empowered receptionists (e.g. effectively signposting with backing from GPs and senior staff)	Trust
Acceptance of booking system	Engagement
Primary care staff authorisation of future appointment	Efficient action
Available appointments with usual GP	Reassurance and continuity
Short wait on telephone	Convenience
Transport options
Resources to support transport at surgery (e.g. charging point or taxi booking service)	Reassurance	Ability to get to the surgery
Friends, family or neighbours with access to a car	Flexibility
Familiar transport routine (e.g. using a the same taxi firm or bus to travel to the doctors combined with shopping)	Efficiency
Financial resources and willingness to pay for a taxi	Autonomy
Suitable public transport routes and times	Convenience
Ability to walk to surgery	Reassurance