Communication and understandability
Another reason patients refused to utilise the isPO OG consultation was that they did not understand what this care offer was about. For example, patients reported that they assumed it was a self-help group or that it was explicitly about the isPO OG sharing their experiences and medical history rather than providing general information. An important prerequisite is that the professional service providers inform the patients about the isPO OG consultation accordingly. Two patients from care network 4 stated that they were not informed about the isPO OG service at all. Additionally, it can be seen from the patients' descriptions that misunderstandings occur among the professional service providers, which are then passed on to the patients, leading to refusal:"