Table 3 Making patients comfortable

• “So for me it is like, I feel really comfortable to come here to be seen by the doctors, because”; “and then, and she was like, she made me feel comfortable to make any questions. It was all right”; “Because they make you feel comfortable, about the service, about to make any questions, or yes”; “is a hospital. So yes, they make you feel really comfortable, actually you don’t really feel that you are in the”; “good, and they are really friendly, and make you feel comfortable. So it is a good clinic, I would recommend,” (female, under 30 years)

• “to make things easy. They try to make you feel comfortable. So I don’t know, they’re laughing a lot. They’re really”; “you just wait there. And here, well the setting is comfortable. You have your water, you have a lot of leaflets”; “and he made me feel at ease, made me feel comfortable. Because I was waiting, and the fact I was wait”; “is there, in maximum one hour you’re done. It’s quite comfortable, the settings in the waiting area, inside the consultation room”; “in the waiting area, inside the consultation room, is really comfortable. I must say that most of the staff are nice” (female, under 30 years)

• “I don’t know I just find it too, I'm not comfortable with too much eye contact, I am a teacher and”; “explain something to you, and I just, I'm not entirely comfortable with too much eye contact. Because it feels like they”; “ways of explaining things which I could have been more comfortable with” (female, over 29 years)

• “sometimes I think it would be, some people might feel comfortable going back to the other, the same person, like the”; “like you can’t, they’re obviously here to make it as comfortable as possible for you. Obviously I don’t know people’s situations” (male, under 30 years)

• “everything. When I sat down they just made me feel comfortable straightaway, broke the ice and that was it I was”; “know if I’m thinking of A&E but it was comfortable and very spaced out, it was actually a lot cooler”; “lot cooler than it was outside. So yes it felt comfortable, I just felt at ease do you know what I” (male, over 29 years)

• “but she was very comfortable talking to me about very specific things and understood some”; “and I wanted … whereas the guy I felt much more comfortable with, so saying about the risks of HIV transmission if” (male, over 29 years)

• “stuff like that. Then examined me so, I felt very comfortable with that doctor. He said he didn’t know what it” (male, over 29 years)

• “me, is it me?” kind of thing. And yes, it’s comfortable anyway”; “her stuff and so yes, for me… Left me feeling comfortable with whatever… She seemed quite experienced, so I felt straight”; “simple, it was answered, so it left me again pretty comfortable, so yes”; “doing a good job, saying that the setup… It’s quite comfortable, and once you’re quite comfortable things must seem good or seem must be right, or” (male, over 29 years)

• “I’m trying to remember. You know when you feel comfortable once someone’s questioned you or it’s like they’re interested in”; “So, yes I think you feel more you know like comfortable maybe” (female, over 29 years)

• “a lot discussion with the doctor, I really felt very comfortable and I felt it was a really individual approach. So” (female, over 29 years)

• “Alison: consultation? How did you feel about that? David: I felt comfortable”; “Alison: anything more that you could say about what makes it comfortable for you? David: It’s just relaxed. It’s very friendly. That’s” (male, over 29 years)

• “Which makes you feel more comfortable. So that is all right”; “little things, they do go into it. So I feel comfortable that I don’t have to ask them for a bit; “caring tone they use, and they do make you feel comfortable, because if they weren’t you wouldn’t feel comfortable”; “approach it in a good way, to make you feel comfortable” (female, under 30 years)

• “I think as long as any doctor makes you feel comfortable, which he did, he made me feel comfortable, his sex didn’t matter” (female, under 30 years)

• “was a much more friendly and made you feel more comfortable than what the doctor did. Then he sort of explains”; “I don’t really like taking tablets. But I don’t feel comfortable enough to say to the doctor, ‘Can I wait until’” (female, over 29 years)

• “or turn them off. But I thought it was fine, comfortable seating and loads of leaflets with information on like sexually” (male, under 30 years)