Table 2 Results of thematic analysis

Patients’ expectations and needs

Communication expectations and needs

. Needs in terms of understanding providers

. Expectations in terms of making oneself understood or heard by providers

. Needs to discuss about medical visit

. Expectations to help bridge communication cap between patients and PHC providers

Relational expectations and needs regarding emotional or psychosocial support

Pragmatic expectations and needs

. Information on ressources

. Information about the FMG (e.g. policies,. .. resources, or providers)

. Physical support

Appreciation of patients who had received navigation interventions

Appreciated

. Communication support

. Information about resources

. Pragmatic aspect of preparing for the medical appointment

. Emotional support

. Appreciated but unhelpful