Table 3.

Taxonomy and Illustrative quotes for domains identified from participants’ impression of hospitals and clinicians.

Domains	Sub-domains and illustrative quotes
Hospitality	Amenities “..you can always get a drink 24 hours a day over at [café name]. And I know that from other hospitals when he’s been there, there’s nothing really available.” – caregiver. Familiarity “I knew everybody. I can make a phone call and find out anything just like that.” – caregiver.
Patient-clinician communication and rapport	Understanding of treatment plan “He laid it all out. He gave us a lot of confidence on the path that we have to go through.” – caregiver. Ability to communicate effectively “The team was on top of things. Communicated with us as a family. We had great communication.” – caregiver.
Perception of expertise	Perceived quality of surgeon “He’s head of Surgical Oncology, and he’s a vice-president of Surgery in the hospital so his credentialing is excellent.” – patient. “If you google [surgeon’s name] you see a lot of articles about him, that he’s written in science journals. You see all his degrees, how long he went to [University’s name], where he did his residency,,” – patient. External appearance “It’s a beautiful facility with a terrific staff at the desk. Just coming into the building, one could draw the conclusion that [hospital’s name] is top-of-the-line.” – patient.
Access to specific services	Clinical trial enrolment opportunities “[Medical oncologist’s name] was the one that introduced us to the clinical trial, and that’s how we then came here. It was very upbeat, very, very encouraging.” – caregiver.
Practical access to care	Appointments “[Hospital name] called me back in the morning after I left my message and said “if you can come up here on this date, we have an appointment for you with a surgeon and an oncologist.” I mean, they were so responsive and on the ball that I went up.” – patient. Travel “Yeah, (the driving) too much. I basically jumped into saying “yeah yeah yeah” before you actually did it and went through it.” – caregiver.