| Practice visits (n = 26) |
| I was treated with respect by staff | 34.6% (9) | 46.2% (12) | 7.7% (2) | 7.7% (2) | 3.8% (1) |
| I felt listened to by staff | 26.9% (7) | 46.2% (12) | 11.5% (3) | 11.5% (3) | 3.8% (1) |
| I was understood by staff | 11.5% (3) | 42.3% (11) | 11.5% (3) | 26.9% (7) | 7.7% (2) |
| I understood the information I was given | 42.3% (11) | 50.0% (13) | 7.6% (2) | 0.0% | 0.0% |
| Staff were motivated to help me | 15.4% (4) | 42.3% (11) | 3.8% (1) | 23.1% (6) | 15.4% (4) |
| Telephone interactions (n = 13) |
| I was treated with respect by staff | 23% (3) | 46% (6) | 23% (3) | 8% (1) | 0% |
| I felt listened to by staff | 15% (2) | 38% (5) | 31% (4) | 8% (1) | 8% (1) |
| I was understood by staff | 15% (2) | 23% (3) | 31% (4) | 31% (4) | 0% |
| I understood the information I was given | 15% (2) | 69% (9) | 8% (1) | 8% (1) | 0% |
| Staff were motivated to help me | 23% (3) | 23% (3) | 31% (4) | 8% (1) | 15% (2) |