Why the art of asking the right questions determines how successful triaging can be

Recently, I had a surprisingly positive experience at my local urgent treatment centre, which made me reflect on why I felt this way.

One obvious factor was the speed of service. While I don't typically frequent emergency departments, I've heard that wait times can stretch for hours.

Triage Touch Points

1. I was greeted by a security guard who managed the sign-in process using a QR code, in addition to his other duties. He was friendly when I declined to use it.

2. The next person I interacted with collected basic details about my issue and directed me to the next step.

3. The third staff member asked a series of closed, factual questions to verify my identity and locate my medical records.

4. The fourth person inquired further about the circumstances and timeline of my injury, discussing painkillers and medications.

5. This is where the experience became more engaging. Richard, the staff member, asked me to recap the events leading to the injury, which allowed me to inject some self-deprecating humor, establishing rapport. He then clarified whether the injury occurred before or after my fall. While it may have appeared to be an injury from the fall, the reality was that X caused it. His question helped him determine the next steps and make an initial assessment, which aligned with my own instincts.

6. The X-ray technician was also excellent! We chatted about the impressive equipment, and she only asked clarifying questions for identity verification, as previous information had been effectively communicated.

7. Finally, I met with the doctor. He recapped my story and asked additional clarifying questions, fostering rapport. He examined the injured area and conducted some movements to assess pain or discomfort. He had already reviewed my X-ray results, and together we analyzed them, making the clinical assessment process collaborative.

Conclusion - Clinical

The diagnosis was as I had suspected—not as serious as a broken bone, but more than just a sprain. This experience reinforced the importance of listening to our bodies for self-assessment. I received some advice with a timeline for recovery, emphasizing the need to take care and avoid overexertion to prevent further damage.

Conclusion - Asking the Right Questions

I can't help but think that poor questions could lead to misdiagnosis, but fortunately, that wasn't the case here. The effectiveness of questioning lies in the ability to engage and build rapport.

In contrast, my recent experience with the digital version of 111—a digital triage system—was less satisfactory regarding the quality of questions. This raises the question: are there aspects of human interaction that AI cannot fully replicate?

For more information on effective questioning or to arrange a workshop for your team, inquire now!