Avoiding leading questions and assumptions

Leading questions push the patient towards a particular response. Assumptions fill gaps in information based on age, accent, disability, previous calls, time of day, appointment pressure or staff memory.

Both reduce the reliability of records and can make patients feel judged, dismissed or steered away from appropriate help.

Replace leading wording

• Instead of "It is not urgent, is it?", ask "What is making you contact us today?"
• Instead of "Is it just for a sick note?", ask "What do you need help with?"
• Instead of "You have had this before, haven't you?", ask "Is this the same concern or has something changed?"
• Instead of "You can use the online form, can't you?", ask "Would the online form be usable for you?"

Neutral questions improve safety because they let the patient describe the concern rather than agree with an assumption.

Bias and Accessible Communication