Table 1.

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

	Main research findings	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.