Aims and objectives: The aim of this study was to elucidate meanings of encounters for patients with long-term illness within the primary healthcare setting. Background: Good encounters can be crucial for patients in terms of how they view their quality of care. Therefore, it is important to understand meanings of interactions between patients and healthcare personnel. Design: A phenomenological hermeneutic method was used to analyse the interviews. Methods: Narrative interviews with ten patients with long-term illness were performed, with a focus on their encounters with healthcare personnel within the primary healthcare setting. A phenomenological hermeneutical approach was used to interpret the interview texts. Results: The results demonstrated that patients felt well when they were seen as an important person and felt welcomed by healthcare personnel. Information and follow-ups regarding the need for care were essential. Continuity with the healthcare personnel was one way to establish a relationship, which contributed to patients’ feelings of being seen and understood. Good encounters were important for patients’ feelings of health and well-being. Being met with mistrust, ignorance and nonchalance had negative effects on patients’ perceived health and well-being and led to feelings of lower confidence regarding the care received. Conclusions: Patients described a great need to be confirmed and met with respect by healthcare personnel, which contributed to their sense of togetherness. Having a sense of togetherness strengthened patient well-being. Relevance to clinical practice: By listening and responding to patients’ needs and engaging in meetings with patients in a respectful manner, healthcare personnel can empower patients’ feelings of health and well-being. Healthcare personnel need to be aware of the significance of these actions because they can make patients experience feelings of togetherness, even if patients meet with different care personnel at each visit. © 2016 John Wiley & Sons Ltd.