Intervention	Explanation
Coaching on the job	During two workshops, a coach helped all healthcare professionals employed at two practices improve their patient-centredness. All daily care activities, from appointment making via internet/telephone to front desk work, provision of advice and consultation structure, were evaluated, and required points of improvement were discussed.
Shared decision making	During one workshop, professionals were trained to use shared decision making during consultations to (1) prepare patients for the decision-making process (e.g., by informing them of consultation goals), (2) determine goals (e.g., jointly explore patients’ situations, share relevant medical information and formulate goals), (3) agree on action points (e.g., by discussing all options) and (4) act and evaluate (e.g., by acting on agreements and reflecting on progression).
Training in illiteracy recognition	This training focused on how healthcare professionals can recognise illiterate patients and adjust their communication accordingly during consultations, answering of the telephone by triage assistants and at the front desk. For example, the teach-back method can be used to make sure patients understand all information provided, and informational materials can be adjusted.
Three good questions	This intervention is based on a Dutch national campaign that aims to reassure patients that their wishes, anxieties and needs matter during healthcare consultations. The three good questions that patients can ask their healthcare professionals are (1) What are my options? (2) What are the pros and cons of those options? and (3) What does that mean in my situation? To make patients more aware of their role during consultations, the practices provided fliers with the three questions at the front desk and in the waiting room and showed the questions on a screen in the waiting room.
Motivational interviewing	Training in a directive, patient-centred approach to counselling that prepares patients for behaviour changes and helps to resolve ambivalence.
Diary keeping	All healthcare professionals kept diaries on how they improved/changed their care delivery during the year (e.g., listening to the patient for 1 min at the beginning of a consultation before talking, making sure the patient’s question is the central starting point of the consultation and not judging or interpreting the patient’s feelings without asking.