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Table 2 Shift of power from the healthcare provider to the ‘customer’

From: Primary healthcare in transition – a qualitative study of how managers perceived a system change

Perception Sub-categories
Positive experiences - Access to PHCCs became easier and faster through drop-in receptions
- More welcoming, friendly and communicative attitude to patients
Negative experiences - Unreasonable, demanding patients
- Reduction in the number of planned visits for chronically ill patients in favour of time devoted to minor complaints
- Loss of home visits
Positive and negative experiences - The shift of power is leading to prioritisation conflicts