Table 3.

Thematic Analysis.

Themes		Sample quotes
Patient frustrations	Codes
	A thorough examination	“I hit my head and [the provider] didn’t even touch my head, [the provider] just sent me to go get x-rays.”
	Diagnosis expectations	“…[the provider] thought I had a low blood pressure episode cause I had diabetes. But when I got home, I realized I could have very well been dehydrated because they have very similar symptoms. I think I very well was dehydrated. So [the provider] didn’t look into that option.”
	Institution expectations	“The good feelings I have toward [the institution] are part of why I was so disappointed.”
	Listen to the patient	“[The provider] could have actually listened to our concerns and did something about the infection that I had instead of ignoring me and my mom[‘s] concern and walking out of the room as we were talking to [the provider].”
	Postdischarge care coordination	“[The provider] understood the problem and got a hold of the ophthalmologist and told me that he would see me that day but that I had to call him at 8 am to set that up. Given my level of concern and anxiety it would have been nice for this appointment to have been set up internally.”
	Time is short	“I think spent more time. I was there for almost 5 hours. And I saw [the provider] for a total of 10 minutes. It didn’t seem like my situation was important to [the provider], like it didn’t deserve [the provider’s] time.”
	Wait time and logistics	“The only thing is we got to the hospital at 9:30 pm and we left at 5:30 am in the morning. In the respect, it was really lengthy. I don’t know how they could improve on that but improve in ways that it wouldn’t take so long.”
	Wanting a clear discharge plan	“I guess I just didn’t even see [the provider] at the end of the visit, a nurse just kinda gave me my discharge info, and I was supposed to get a filter to bring home which I didn’t receive.”
	Wanting an admission	“My situation was when I came back the next day, I needed to be admitted. My symptoms were the same on Sunday as on Monday but [the provider] didn’t admit me. I wish I would have gotten started on everything a little sooner.”
	Wanting care and compassion	“I have a history of IV drug abuse and endocarditis with a replaced valve…. I felt like they were like ‘you’ve been in here 3 times before with this and if this happens a fourth time don’t bother coming back’ and like addiction is a disease too and I just don’t feel like they cared about me.”
	Wanting-specific tests	“I would have slept better if I had been given an ultrasound. I’m fine now and the leg is getting better but if I would have had a blood clot I could have been dead right now.”
	Wanting symptom relief and validation	“I realize they were extremely busy that day I will give [them] that. I walked away with the feeling, “your bone is not broken, what are you complaining about?” It didn’t feel very good.”
	Wanting to know why	“I guess…I didn’t know what all the tests were for…It would have been nice to know what all the results meant. Like if [the provider] explained why [they were] ordering something or what [they] found from it. Like to know the blood test I gave was normal, urine test was normal. Or this is what we found, it lines up with your symptoms.”
How patients’ appreciate care
	Adequate symptom relief	“I left with the feeling that I was on the right drug, the right cycle, and that I would get better.”
	Clear explanations	“Well, I think [the provider] sat down and zeroed in on what I was saying and asked more questions. [the provider] made sure I was clear on what [the provider] was saying before I left so I don’t think [the provider] could have done anything else.”
	Diagnostic appreciation	“[The provider] diagnosed it right away and at the end was spot on, so kudos to him.”
	Effective listening	“[The provider] was patient and listened carefully and responded to every comment or question.”
	Efficient	“I was very happy that they were methodical but quick, got me in and out as fast as possible.”
	Shared decision-making	“I was extremely impressed with [the provider’s] willingness to involve me in the decision-making process.”
	Showing compassion	“[The provider] made it comfortable for me in a time where you can’t get in contact with your normal doctor.”
	Showing support	“I did not want to stay in the hospital – and it was a severe thing but [the provider] was very supportive about my reasoning.”
	The institution experience	“The [institution] is number one in my book and I am from out of state. They make you feel better…it is the nicest place to go. I really don’t have any negative feelings.”