Open, closed and clarifying questions

Different question types serve different purposes. Open questions let the patient describe their concern. Closed questions collect specific facts the script needs. Clarifying questions check what the patient means without turning their words into a clinical judgement.

A useful approach is: start with an open question, use closed questions to gather required details, then clarify anything that might be misunderstood.

Examples

• Open: "How can we help today?"
• Closed: "Is this request about you?"
• Clarifying: "When you say it has changed, what change have you noticed?"
• Checking: "Have I understood that you are asking about..."

Use closed questions to complete an agreed process, not to steer the patient towards your own conclusion.

Templates and Online Requests