“…One quote noted how the GP saying, ‘I understand how you feel’ provided the patient with a ‘sense of validation and legitimacy’ (Skop, 2015 , p.180). This contrasts with negative accounts, in which GPs were described as ‘sympathy not there, empathy not there’ (Agyare, 2020 , p.100), not providing ‘proper conversation’ (Paulson et al ., 2002 , p.91) and not giving ‘straight answers’ (Hiort et al ., 2017 , p.91). The need for clear, open and effective communication was consistently highlighted, as the studies described encounters with misaligned priorities, miscommunication and assumptions about the other party.…”