Table 4 Working condition - sub-categories, brief definition and anchor example

Practice organisation

Pertains to preparation and changes in practice organisation.

“We have tried to organise the workflows a bit, to structure them so that patients have fewer waiting times. That means we did not order quite as closely.” (Michael Haase, cardiologist)

Personal protective equipment (PPE)

Pertains to experiences in the procurement and work with PPE.

“Yes, well, we have all the hygiene standards, that we can have, we have done. It starts with disinfectants, it starts with the fact that the nurses in the registration area work with face masks, that we have placed a spitting protection, that we only allow a very small number of patients into the practice. I also work here permanently with a face mask.” (Steffen Hagel, family physician)

Alternative ways of healhcare provision

Pertains to changes in the provision of health care.

"Of course, it was also challenging, I talked to the patients on the phone a lot during that time. [...], I did telephone consultations." (Georg Hassel, cardiologist)

Social tension

Pertains to the importance of social relationships to patients and colleagues.

“At the very beginning, I spoke against it. I have stopped doing that in the meantime, because the people who are speakers have an entrenched opinion and they do not listen to you. That often ends up in discussions that steal my time and simply - the patients become aggressive. So then, I always try to say that everyone is allowed to have his opinion. [...] Especially when they tell me there is no Corona and we have never seen a positive one, I prove it by saying “I do”.” (Claudia Müller, non-physician assistant)

Management of pandemic information

Pertains to the challenges of managing the large amount of pandemic-related information.

“I am informed. (laughs) You are so bombarded with news and scare stories, so you do not have to make any special effort. Instead, it just comes flooding in, yes.” (Steffen Hagel, family physician)

Burden

Pertains to the importance of emotional and physical distress in everyday work.

“I think that is exhausting. For the patients, of course, but it is also exhausting for me, yes. So again and again you have to say: “Please remember, there are not allowed to be so many patients in the waiting room”. When I open the door to bring in the next one, there are 10 in the small waiting room. Then I repeat that. I always have to repeat, repeat, repeat everything, then the patients feel patronized [...] And sometimes - on Friday - you often get tired of it. […] That is why I still do - I still love our work. And I love the life in the practice. And I like the patients for the most part. Yes, so it is a special situation for everyone.” (Claudia Müller, non-physician assistant)