Table 1 The themes, sub-themes, and codes, with meaning based on negative perceptions

Poor approach by the nurses

Sentimentalism of the nurses

…Patient-centered care consumes time, for me to treat [a]patient holistically it consumes time…

Participants reported poor approach towards accessing healthcare system which is associated with nurses’ attitude toward the patients due to number of factors such as stress, workload, personal opinion and misconception

Uncaring approach

We look at the time for our patient…we don’t have enough time to listen to them, for the patients to say what they want to say. So aspect of the nursing care which is the counselling that this patient really need is not there any more

Lack of enforcement agency

Lack of commitment from the management

This country! I can’t say if we will ever achieve it. If it is private hospital, yes. But for Primary Health Centre that is owned by government it is not achievable

This transformation of quality service is yet to be fully demonstrated in our PHC setting. The national interest to enhance the quality of health care service delivery to the people is poorly addressed

Low empowerment

I am a community health nurse who had first degree in nursing and knows the importance of community centered care…the people will respond back based on what you do, whether it is quality care or poor care. But the patients are too much for the staff. So, I think it might be a bit difficult…