Table 1 Summary of the main research findings from the matrices for the translation into programme objectives

1

- Social insurance physicians (SIPs) have little awareness

of the effects of claimant (CL) behaviour on their own

communication behaviour, and vice versa.

- SIPs are often unable to accurately assess CLs' opinions

about the communication.

- SIPs assume that CLs' opinions are more positive than

those opinions actually are.

- Barriers that SIPs may experience in interaction with

CLs, may influence the communication.

- When the behaviour of SIPs is too self-assured, this may

hinder the communication.

Physicians are aware of

the influences of their

own feelings and

assumptions about

claimants on their

behaviour when

communicating with

those claimants, and they

minimise negative

influences.

2

- SIPs should communicate clearly.

- SIPs should respond empathically to CLs (affective,

emotion-oriented communication), in addition to

focussing on the content (instrumental, task-oriented

communication).

- The former applies especially to CLs who SIPs assume

to have little functional capacity.

- CLs have a more positive opinion about the

communication when the physician pays more attention

to them (e.g. is transparent, provides clear explanations,

discusses their work and personal situation).

- The introduction of the interview is important, because it

provides the basis for the rest of the interview.

- In interviews with CLs with a lower level of education,

with little self-reported communication skills, and with

little social support from family, friends, and

acquaintances, SIPs need to pay special attention to the

exchange of information and their listening behaviour.

Physicians communicate

efficiently, clearly, and

empathically, attuned to

claimants.

3

- When SIPs are transparent and clear, providing

information about findings and conclusions, this may

prevent unpleasant reactions from CLs that SIPs fear.

- Although most SIPs reported that they explained their

conclusions to the CLs, many CLs reported that this did

not happen.

- CLs often find the SIP's conclusion unclear or difficult

to understand.

Physicians meet

claimants' needs for

information and empathy

in their communication

behaviour when they

discuss their findings

without compromising the

assessment.