There are various ways of asking a question, and the way that you ask it will affect the answer that you get.
- Closed questions: A closed question is any which can be answered with a “yes” or a “no”, or another very short phrase. In other words, they can be answered simply and without elaboration.
- Open questions: An open question is likely to start with an interrogative word, such as “who”, “what”, “where”, “when” or “how”. They invite a longer answer and will usually gather more information. Open questions give your client the opportunity to tell the ‘story’ of their pet’s problem from their own perspective which is important for the rapport and relationship building aspect of a consult.
- Scale questions: Using a scale question can help you gain deeper insight into the situation. For example, “On a scale of 1 to 10, how would you rate Cheddar’s quality of life?” Followed up with “Can you tell me why you have picked that number?” By using these kinds of questions, you ask the client to try and quantify a feeling. You can then respond to this.
Beware the leading question! Try to make sure that you are not accidentally using leading questions. An example would be: “Is Cheddar still eating and drinking?” Your client may respond with a “yes” as their pet is still eating and drinking. However, their pet may be eating less or perhaps drinking more. A better question would be “Have there been any changes to Cheddar’s eating and drinking?”
Activity: Can you distinguish open and closed questions from each other? Fill in the table below and find out!
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You should begin the consultation with an open question such as “What can I do for you today?” rather than a closed one. The problem with using a closed question when initiating a consultation is that it can result in only one aspect of a concern being discussed. It also makes ‘hidden’ concerns four times likely to be raised at the end of the consultation , which can contribute to your consults going over time. That’s not to say that closed questions aren’t useful. Indeed, closed questions are very appropriate when used later in the information gathering process to clarify specific details about the pet’s problem, and to ask questions about things that the client may not have thought to mention.
Follow up your opening question with a screening question e.g. “Is there something else you wanted to address in today’s consultation?” to find out if there are additional things to discuss. Continue asking until you have all the wishes and needs at a glance, and then decide together which concerns are a priority. By doing this you determine together what the consultation will cover and what might have to keep for the next appointment. This is called setting the agenda.
By now your brain may already be buzzing with problem lists and differential diagnoses, based on your clients opening statement, but take care! Making assumptions at this stage could mean that you miss an important piece of information, de-prioritize an important test or reach an incorrect diagnosis.
In order to have a meaningful consultation, there are two perspectives you should bear in mind. You, the veterinary professional, need to ask a range of questions to understand the clinical signs, identify underlying pathology and plan tests. But listening to the client’s perspective (including their relationship with the animal, their beliefs, concerns, expectations and lived experience) and integrating this information is the key to achieving the best patient outcomes.
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Read through these examples of open and closed questions.
| Type of Question | Question |
| Open Question | What can I do for Rover today?
What brings you in today?
How can I help?I know you have been seeing my colleague with Cooper, and I have read the notes, but please could you tell me in your own words what has been going on? |
| Closed Question | Any concerns?Is Rover eating and drinking?
Do you use a heartworm preventative?
When was the last episode of vomiting?Is Milo still getting out for his walks? |
You should begin the consultation with an open question such as “What can I do for you today?” rather than a closed one. The problem with using a closed question when initiating a consultation is that it can result in only one aspect of a concern being discussed. It also makes ‘hidden’ concerns four times likely to be raised at the end of the consultation[1], which can contribute to your consults going over time. That’s not to say that closed questions aren’t useful. Indeed, closed questions are very appropriate when used later in the information gathering process to clarify specific details about the pet’s problem, and to ask questions about things that the client may not have thought to mention.
Follow up your opening question with a screening question e.g. “Is there something else you wanted to address in today’s consultation?” to find out if there are additional things to discuss. Continue asking until you have all the wishes and needs at a glance, and then decide together which concerns are a priority. By doing this you determine together what the consultation will cover and what might have to keep for the next appointment. This is called setting the agenda.
By now your brain may already be buzzing with problem lists and differential diagnoses, based on your clients opening statement, but take care! Making assumptions at this stage could mean that you miss an important piece of information, de-prioritize an important test or reach an incorrect diagnosis.
In order to have a meaningful consultation, there are two perspectives you should bear in mind. You, the veterinary professional, need to ask a range of questions to understand the clinical signs, identify underlying pathology and plan tests. But listening to the client’s perspective (including their relationship with the animal, their beliefs, concerns, expectations and lived experience) and integrating this information is the key to achieving the best patient outcomes.
[1] Dysart, L.M., Coe, J.B. and Adams, C.L., 2011. Analysis of solicitation of client concerns in companion animal practice. Journal of the American Veterinary Medical Association, 238(12), pp.1609-1615.
