Table 1 Conflicting explanatory models between the sampled doctors and their patients with OAB

Perception on the patients’ bladder complaints

1. Chronic condition

1. Infection due to rare bacteria

Expectations of treatment

1. Consultation and physical examination alone are considered as treatment

2. Prescribing medication is not necessary

1. Being prescribed with medication is a norm; merely consultation and physical examination are not enough to accomplish a treatment

2. Expect antibiotics in some cases

Expected outcome

1. Limitations to confirm OAB in primary care setting

2. Full recovery as impossible since OAB is a chronic condition

1. Expect definite diagnosis from doctors

2. Expect quick recovery

3. Not aware of the treatment limitations

When failing to experience improvement

1. Patience is required to see the improvement because of the limitations of current treatment

2. Suggest referral

1. Blamed doctors as incapable, deceptive money-making, prolonging treatment with bad intention to extract more money

2. Refuse referral

Communication style

1. Adopted casual communication style to ease patients’ embarrassment

1. Doctors were expected to show sincerity and empathy; casual communication style was perceived as unacceptable

History taking

1. Norm to ask for every possibility

1. Felt offensive when asked about their sexual life and substance abuse habit