Table 4 Why patients would recommend the clinic

• “you can book your appointment but it’s going to be quick, yes, reasonable quick. And the staff are nice and they really try to protect your privacy. And … you can have your result by text message” (female, under 30 years)

• “very professional … really expert staff, who you never kind of feel like, ‘God, how many more patients have we got to see?’ Or anything like that, you never feel rushed. You really feel that they listen to your concerns, take them seriously, and deal with them. And also with any questions or follow up questions you might have, they care about the whole patient, and they kind of take everything into account I think. Which isn’t often the case I have to say” (female, over 30 years)

• “all I can say, when I went it was all right for me. The people, the staff were fine. So hopefully the same experience would happen for somebody else, if I recommended them, so they could recommend somebody else” (male, under 30 years)

• “it was discreet, the way they move you about and that, it’s discreet … people are friendly as I said even though I was getting the thing straight to the point, it was still put across in a nice way. The staff are good, they know how to talk, made you feel welcome and gave you everything that you needed at the time so yes it was just really, I liked the service” (male, over 29 years)

• “everyone’s very gay friendly and that’s really important. There’s no, it’s very non-judgemental. People are very professional and things do run smoothly but the wait time may be a bit unpredictable. I would say to anybody take a half day, you know put half a day aside just in case” (male, over 29 years)

• “if I knew someone with a problem I’d tell them, ‘that’s the only place to go. You’re seen and you’re dealt with and you’ll be content at the end’, so yes” (male, over 29 years)

• “the service was very fast, what they were doing was full of care, but it was fast, you didn’t really feel that you were waiting. So that is great … an extremely pleasant environment, friendly and accommodating, in terms of timing, fantastic … I was told this was a very good clinic to go to, and you have asked me whether I have had any expectations, and I did, already because somebody told me it is fantastic. And it is, yes, well done” (female, over 29 years)

• “first of all I like it that it is a hospital belonging to a university, that is in my head, or in my imagination, that this is like worth more than some random clinic? So that is what I like” (female, under 30 years)

• “the fact that it is a walk-in service … which is really good, and the times are from early to late. So it gives it a lot time to just come in and able to get, the peace of mind, and so it is really good” (female, under 30 years)

• “it’s very discreet. It’s clean. It’s efficient. It’s quick. And the doctors and nurses, from my experience, are very good” (female, under 30 years)

• “they’re thorough and it’s confidential and you don’t have to be embarrassed about anything when you go, you know, when you go there. I’ve even brought people along” (female, over 29 years)

• “I’d just say to come down here because it’s quite easy and straight forward, and I’d say based on today’s experience I’d say it is quite efficient, so you’re here an hour and you’re out, which isn’t too bad” (male, under 30 years)