Table 1:

Shortened illustrations of the coding process

Open coding	Axial coding	Themes
• Contacted many hospitals only being told that there is no vacant bed • The neighborhood committee only makes us queue every day. I am afraid it would be too late for my mother to get treatment • Rushing between hospitals every day but cannot get confirmatory testing • Queued up until very late but still failed to get confirmatory test • You could by no means get treatment even if you get confirmation result • However, if it is not arranged by the organization, he still cannot be admitted • The ambulance took us to several hospitals which were all full • Please tell us a place that can admit	Information need about access to healthcare resources Information need about access to confirmed test Navigation of centralized healthcare allocation Information about designated hospitals	OHIS for medical treatment
• The neighborhood committee has repeatedly advised not to go to the hospital without providing other measures, only saying that the hospital is more dangerous • The neighborhood committee has always recommended isolation at home, and did not arrange for medical confirmation or treatment • Is there any way to urge the neighborhood to provide professional and effective quarantine? • The condition for self-quarantine is very poor. He can only take some normal medicine with no treatment effect • After 7 days of self-quarantine, my condition only gets worse, although I keep taking medicine every day • Now my wife, my granddaughter and I are all infected • My mother has been taking care of her grandfather all day long, and now she is suspected of being infected • We lack food at home. Cannot supplement nutrition to her • There was no medicine at home and food was in short supply	Self-quarantine deterring patients from using hospital resources Information needed for strategic decisions about self-treatment Infection among family members Lack of daily necessities	OHIS to manage self-quarantine
• My father is almost giving up. There is no family with him, and my father is emotionally broken down • All my family members are now in quarantine, and no one can send her food. She can only eat biscuits every day • Is there any volunteer in Wuhan can look after my baby? • The child is only four years old and has nowhere to go. It is especially dangerous • Now my old father has lived alone for 2 days with no one to take care of him. It is unknown whether he is still alive • Now the old man’s condition continues to deteriorate, and he is isolated at home without anyone to take care of him • My aged grandparents have to walk an hour home on this cold day • He walked for 1 hour every day to the hospital for injection because the public transportation is suspended, and driving is not allowed • My grandparents, both over 80 years old, had no choice but to ride a tricycle back home • We contacted the neighborhood committee for a car, only being told to go by ourselves. They do not send patients with a fever • Both my parents are sick at home, but I could not go back to my parents at this time. I am almost going crazy • All family members are isolated in other districts and traffic is completely blocked	Cutoff of social support network Childcare needs Daily nursing needs for the elderly Long distance to hospitals Transportation needs Families isolated in different areas	OHIS for tangible support
• I have contacted the neighborhood committee for transfer, but there is no response. Have called the mayor’s hotline too, still with no response • They just kept ignoring us • Yesterday the hospital informed us over the phone that the infection was confirmed. But the neighborhood committee insists on a paper report or short message for hospitalization arrangement • The neighborhood committee informed us that there was a bed available for my mother, so we went to the hospital. But after arriving there, we found there was no beds at all. And there were hundreds of patients waiting • He was transferred by the neighborhood committee to the mobile carbin hospital but was later returned, on the grounds that critically ill patients over age 65 cannot be admitted • My mother was arranged to the mobile carbin hospital by the neighborhood committee. But the hospital refused to admit because she was short of breath. She was just sent back after 5 hours in the car • The neighborhood committee was just dealing with the provincial command rather than really helping • My parents are now being dragged to death by the government's policy • We tried to communicate with the hospital leaders, only being replied with some high-sounding words • The doctor on duty who was enthusiastic and helpful at that time becomes silent due to the pressure of the hospital	Information inaccessibility from an authoritative source Lack of information coordination among multiple departments Inconsistent understandings of admission standards Distrust toward the authorities Pressure on information disclosure	OHIS to navigate information discrepancy