Table 3 Results of the categories and related subcategories found in the analysis

Close and affable dialogue between mental health workers and patients

To attend to and to respond with deep understanding to the patients

Having enough time to ask questions about mental health problem or treatment

Proactive and careful follow-up of the process of treatment by service providers

Mental healthcare providers show they understand how patients feel about their problem

Showing respect when treating patients

Not being stigmatized when dealing with service providers

Patient problems and complaints are taken seriously

To recognize patients' individual needs and characteristics

To provide patients with understandable information about their problem

To provide information about patient problems in a comprehensible manner

Services and providers can be chosen freely

To be able to participate in therapeutic decisions and processes

Patient/provider relationship at the same level

To provide practical advice in congruence with patient norms and values

Continuity of care across services and sectors, to provide care by same familiar person

To provide services commensurate with costs such as time and money

Acceptable care provided as soon as needed by patient

To handle patients' information confidentially

To be treated in clean, informal and friendly places

Contact with family, friends and peers is promoted