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| Excerpts of in-depthinterviews and FGDs | Coding | Category | Theme |
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| Psychotherapy was provided free of charge … the system is widely available when needed … health workers used to visit our home and advise and reassure my father … medicine once a month | Treatment | The driving force to reach public health centers | Affordability to reach health services |
| Healthcare professionals regularly contact caregivers for follow-up and to verify the timely reception of medications | Advocation |
| … We have difficulties accessing psychotherapy because of the distance … it is far… | Remoteness | The obstacle to reaching public health centers |
| Some service users are reluctant to visit health facilities because they must pay for transportation … we are poor people … | Shell out |
| They are multibeneficial, compassionate, respectful, and empathetic, as it promotes them to use solutions and provides valuable advice | Gracious | Professional service as expected | The complexity of interaction during services |
| They gave me more detailed information about my son’s problem, convince me the psychotherapy importance for my son’s situation | Preserving |
| … I feel much more comfortable . very good … we always try to maintain our professional appearance | Hearten |
| We often run out of time for consultation services when caregivers come to us … we will not be able to spend much time providing feedback or guidance | Lack of time | Serve in a limited time |
| Some health workers did not reach the health facility on time….we do not always obtain adequate explanations | Delayed |
| I appreciated the whole psychotherapy process, from taking my medication to receiving ongoing psychosocial counseling for my family…good advice and guidance…the patient’s condition improved after receiving IMHS services … I feel happy because I received much help from IMHS for my child | Proficient | Practitioners fulfill customer expectation | Various customers’ satisfaction with services |
| A nurse once came to my house and promoted me not to be afraid of my partner and to care for him as best i could… they encourage the family to check the patient | Motivate |
| … Advised to love and speak to patients them with kindness…my son has improved … They examine, monitor symptoms, administer medication, and provide psychoeducation, counseling… | Knowledgeable |
| Sometimes we cannot receive psychotherapy due to the lack of availability of medication we are forced to buy medication … only a few psychotherapies are provided | Scarcity | Worries about inadequate medicines availability | Barriers to accessing health services |
| …Need the transportation costs plus buy medicine…which are quite expensive and we do not think we can afford it… | Costly |
| …The unavailability of a private room for consultation … the health workers did not provide a separate room for consultations … actually I wanted to talk about my sadness | Lack of privacy | There is no private consultation space |
| We were embarrassed when we had to consult because other people could listen during the consultation … unpleasant for us… | Uncomfortable |
| Only one doctor or nurse often serves us … the health workers who did not even come to the health facilities on schedule… | Inadequacy | Limited health expert personnel |
| Caregivers often claim unpleasant comments from the local community … afraid of being attacked suddenly … saw them as embarrassing | Distinction | Prejudice and stigma |
| We feel humiliated, ostracized, annoyed, and considered as suffering from a cursed disease because someone is mentally ill at home | Discrimination |
| Some caregivers also experienced human rights violations, including being detained or locked in rooms by their relatives because they were afraid the patients would attack others | Assault |
| Caring for a relative with mental illness causes stress and also strains household finances | Money limitation | The poverty of the patient’s family |
| … Poor economic conditions and poverty were the cause of mental disorders…the stress experienced due to poverty is the leading cause of this disease | Scarcity |
| My son showed improvements in his condition… signs such as talking and smiling alone, wandering, and disorientation, had begun to decrease…their behavior had improved dramatically… his son did not scream, make repetitions, hurt himself anymore… | Decrease symptoms | Decrease in severity | The increased positive impact of health services |
| Before the psychotherapy started, my sister always talked to herself. Now my sister can do normal activities like everyone else…after receiving counseling, his son’s suicidal ideation was significantly reduced | Normal interest |
| Now, he can perform daily tasks, including self-care, cleaning, bathing, washing clothes, making meals, and completing homework after receiving psychotherapy from a primary healthcare facility | Increased capabilities | Ability to participate in daily life |
| Previously, the child did not want to be involved in simple activities at home, such as sweeping the floor, but now he offers to help his mother | Being involved |
| After psychotherapy, the patients had a better social life and connections…initially, I used to sit alone, put my palm on his forehead, and held my head with his hands, repeating questions to myself, but now I am happy to see his changes | Communication | Interaction with the social environment |
| The community’s attitudes toward them have changed due to psychotherapy … patients are willing to make friends and do not close themselves off | Behavior |
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