Table 4 Representative quotations to subcategories

We were a team of three

The RN was the hub

The RN was central to communication

Q.1 “After I had talked to the doctor, the RNs talked to me and explained it to me more thoroughly” (P15)

The interaction between RN and GP worked well

Q.2“(the GP) was good at explaining, and if (the RN) didn't understand … well, then (the GP) explained how it would be, or what it should look like, so I thought it went well” (P14)

The RN's competence was sufficient

Q.3 “(the RN) was so thorough. (The RN) had to measure the pressure and was very good at it, and (the RN) said: "I'm not experienced with this, but I've studied and watched and so on", but (the RN) knew it.” (P13)

The GPs attendance was important

The GP being on the screen worked just as well

Q.4“it felt good to having talked to a GP as well, even if it was on the TV screen. You don't have to be physically in the room …” (P12)

The GP’s expertise was a must

Q.5”but then when (the GP) had seen the wound and saw that it was very deep, (the GP) realised that it is possible … you have to do it in a different way” (P2)

I was in focus and a contributing part

I felt seen, listen to, and taken seriously

Q.6“… and I got to explain that I had a general feeling of illness in my body, and they took it seriously,… it was me, the RN and the GP, and they both listened” (P1)

Not being alone and, getting the right help feels safe

Q.7 “No, but I thought (the GP) … (the GP) was so secure and so calm here in X, and this RN too. I felt safe all the time. I felt that they were doing the right thing (P13)

I was involved in the planning and got to hear everything

Q.8 “Well, I think I was part of the planning, because we planned to wait until the next day, because I was given intravenous medicine, and to go home and see how it developed during the night. So yes, I was definitely part of the planning, because if I had chosen to go to the hospital, I would have been allowed to do so” (P12)

I can tell you what happened and how I feel

Q.9“Well, I have to be honest. I have to say how it is, how it feels, what I think, how I experience it. No, they can't read minds.” (P4)

I did what I could

Q.10“I understood how to make (the GP) see the wound on the screen, so (the RN) never told me how to do it, but I just saw it on the screen” (P2)

VC was a two-sided coin

VC was surprisingly well-functioning and smooth

An effective care chain

Q.11“…and above all I got help quickly… (the RN) took blood samples and such things beforehand…, checked my temerature and made a phone call, and then it was as good as done. So I thought it was great” (P1)

The visit wasn’t stressful, and I was not a burden

Q.12“Yes, I thought that now she had the time for me, and I didn't feel any pressure to: "Hurry up and say what you have to say". It felt like this was my moment on earth” (P12)

Healthcare was accessible and travelling was reduced

Q.13“The alternative was to drive somewhere indefinitely. In the dark. So if you compare it to the alternative, I think this is much better” (P4)

Sound and image were good enough for the consultation

Q.14“No, it worked quite well, you could hear them clearly, the picture screen was good,… the connection was good and there were no bigger problem to hear what he said” (P7)

Both good and bad to know each other in emergency visits

Q.15“Maybe sometimes, but it depends more on what symptoms you have…but at the same time in this emergency visit I don't know if it would not matter much” (P14)

VC could not meet my needs

Long wait and more steps in the care chain

Q.16” if you had been able to meet (the GP) at the community hospital, perhaps this referral to (the hospital) would have been a little quicker, so that I might have been able to go sooner. I had to wait (several days) before I came to (the hospital)” (P7)

Difficult to see, action, and assess with the GP on video

Q.17″The thing that perhaps made it difficult for the GP in a way is that … yes, but when it's the throat, (the GP) can't see…” (P14)

Prefer to meet face-to-face and make better eye contact

Q.18“…you know when you meet each other in person, then … you keep eye contact, and you see if the other person is looking at something else. I couldn't see that in her eyes, if she was looking at something else.” (P 4)

Staff couldn't handle the technology and it was failing

Q.19“ it was like a close up of my face so when we tried to talk to the doctor on the screen, it was just like … but I think it was more that (the RN) didn't know how to kind of change the camera.” (Patient 8)

Lack of information and accessibility

Q.20“And they are not able to help me because there was no one … there was a GP on call in (the community hospital A) and it was like either I have to drive to (the hospital) and get an X-ray there, or … there was no one in (community hospital B) who could X-ray me, there was no GP there. The RN said: "It's not worth it for you to come here, because it's not worthwhile for me to look at it and send you off. There's no point, it's just troublesome for everyone." (P4)