Table 4 Dimensions of the insurer role and their measures in the questionnaire
Insurer role -dimensions | Measure | Item code |
|---|---|---|
Informing and guidance | I received sufficient information from the insurer | IG1 |
The insurer’s instructions, announcements and information were clear and understandable | IG2 | |
I received expert service from the insurer | IG3 | |
The insurer’s staff were easily accessible | IG4 | |
The different rehabilitation options were adequately discussed | IG5 | |
I received sufficient information at all stages of the rehabilitation process | IG6 | |
Customer orientation | The insurer considered my personal situation and individual needs | CO1 |
The return to work plan reflected my own views and aspirations | CO2 | |
The return to work plan was feasible | CO3 | |
The content of the rehabilitation met my needs | CO4 | |
I had the opportunity to influence the rehabilitation process | CO5 | |
Process flow | I was satisfied with the insurer’s compensation decision regarding rehabilitation | PF1 |
The insurer started the settlement of rehabilitation at an appropriate time. | PF2 | |
The insurer carried out the rehabilitation measures quickly enough | PF3 | |
The rehabilitation process proceeded on schedule | PF4 | |
Service attitude | The insurer’s customer service was friendly | SA1 |
The insurer sought to highlight the positive aspects and opportunities | SA2 |