Table 9 Expanded context mechanism and outcome configurations

 Acknowledgement and information (e.g. being held in a queue)

Confidence

Ability to book an appointment

 Knowledgeable and empowered receptionists (e.g. effectively signposting with backing from GPs and senior staff)

Trust

 Acceptance of booking system

Engagement

 Primary care staff authorisation of future appointment

Efficient action

 Available appointments with usual GP

Reassurance and continuity

 Short wait on telephone

Convenience

 Resources to support transport at surgery (e.g. charging point or taxi booking service)

Reassurance

Ability to get to the surgery

 Friends, family or neighbours with access to a car

Flexibility

 Familiar transport routine (e.g. using a the same taxi firm or bus to travel to the doctors combined with shopping)

Efficiency

 Financial resources and willingness to pay for a taxi

Autonomy

 Suitable public transport routes and times

Convenience

 Ability to walk to surgery

Reassurance