Table 5 Examples of grudging acceptance of the PRC

Discourse theme: The PRC does not adequately take account of health workers’ rights

“…it (PRC) gives the patients the right, you know, but on the other hand forgetting about the health providers…and at the end of the day we are the ones who are suffering…and at the end of the day we end up being rude to the patients, you know.” (Hospital A, nursing assistant)

Discourse theme: Patients know their rights, but not their responsibilities

“The challenge, I see the challenge mainly from the patients…they only look at their rights, but they forget that these rights, they go hand-in-hand with the responsibilities. The biggest challenge that we have is to maybe link the responsibilities to the rights because now everybody knows his right” (Hospital A, nurse)

“They (patients) sometimes feel that they have the right to abuse us, but sometimes we feel neglected. If people are empowered, it comes with responsibility and I don’t think that people always realise it” (Hospital B, nurse)

Discourse theme: The PRC leaves providers open to abuse, with no recourse

“Patients can abuse the staff, but the staff can’t do anything. How much abuse can nurses take?” (Hospital B, nurse)

“…because patients can walk in sometimes and really abuse and walk out of here with you not being able to say anything – which is what I think is not right” (Hospital A, doctor).