Table 1 Conceptualisation of the behavioural model regarding communication between social insurance physicians (SIP) and claimants (CL) during assessment interviews
| Â | Concepts | Conceptualisation to communication | |
|---|---|---|---|
| Â | Â | Social insurance physician | Claimant |
| Â | Intentions | Problem-solving communication style1 Insurance-technological communication style1 Careful communication style1 Intention to give in to CL5 Intention to force the own will on CL5 Intention to solve problems jointly with CL5 | Problem-focussed, strategic coping10 Psychological distancing and avoiding10 Seeking social support10 Seeking practical support |
| Â | Attitudes | Practice-directed attitude1 Result-directed attitude1 (sharing attitude2) Patient centeredness2 Distribution of responsibility3 Attitude towards own profession4 | Relationship-focussed attitude1 Result-directed/information-focussed attitude1 Attitude regarding patient-centeredness2 Passive coping attitude6 Wait-and-see coping attitude6 Active problem-focussed coping attitude6 Attitude about expression of emotions6 |
Preparation before assessment interview(s) (preparation phase) | Social influence | Public opinion16 Opinion of colleagues16 Opinion of other SIPs Opinion of employing institute | Influence of other people16 |
| Â | Self-efficacy | Self-efficacy trait about communication8 | Self-efficacy8 |
| Â | Skills | Skills related to disease/disability Degree of control over communication (process) Handling communication problems (perceptual) | Providing information11 Verifying information11 Presence of social support |
| Â | Barriers/support (in preparation) | CL's characteristics and skills Lack of information | SIP's characteristics CL's own characteristics (including disability) |
| Â | Barriers/support (in interview) | CL's characteristics and skills Other people who are present Lack of information (e.g. missing files) | SIP's characteristics CL's own characteristics (including disability) |
| Â | Behaviour | Instrumental communication behaviour Affective communication behaviour | Instrumental communication behaviour Affective communication behaviour |
During assessment interview (action phase) | Satisfaction (appraisal of behaviour) | Focus on instrumental aspect (information exchange and making decisions): • Listening15 • Correctness15 • Clarity15 • Satisfaction with provided information1 Focus on affective aspect: • Empathy15 • Carefulness15 • Take CL seriously12 • Helping alliance14 • Trust and confidentiality12 • Knowledge-based trust3 • Identification-based trust3 • Satisfaction with cooperation1 General overall degree of satisfaction13 | Focus on instrumental aspect (information exchange): • Listening15 • Correctness15 • Clarity15 • Satisfaction with provided information1 Focus on affective aspect: • Empathy15 • Carefulness15 • Being taken seriously as a CL12 • Helping attitude14 • Trust and confidentiality12 • Knowledge-based trust3 • Identification-based trust3 • Satisfaction with cooperation1 General overall degree of satisfaction13 |
| Â | Personal characteristics | Age Gender Socio-cultural background Legal context | Number of previous assessment interviews Age Gender Socio-cultural background Level of education Personality characteristics9 |