Consequences of the presence and absence of empathy during consultations in primary care: A focus group study with patients.

•Patients are very aware of the impact of empathy in the primary care encounter.•A lack of empathy can lead to patients avoiding contact with their GP.•Some patients show a willingness to forgive GPs for their shortcomings in showing empathy.•Empathy enhances patients’ coping behaviour and leads to a sense of enablement.•An excess of empathy can lead to the patient sharing too much private information.