Helping Others Ask Questions

“Do you have any questions?” the doctor asks. If you are like many others, your answer could well be “No, no questions.”

I’ve long wondered why it is so hard for patients to ask questions of their healthcare providers. It could be that patients cannot think clearly when feeling scared or overwhelmed. It might be that people do not want to appear “stupid” or naïve. It can also be cultural or generational, as when people (like my mother) believe it is rude to question authority. And sometimes, people simply do not know what questions to ask.

Regardless of reason, experts in health literacy and patient safety agree on the benefit of asking questions. This helps people learn new content, confirms they understand key concepts, and puts new information into a more personal context.

Whether you are a patient, family member or friend or caregiver, practice manager, or healthcare provider -- here are some ways to help others ask questions:

For patients. Think ahead about what you want to ask. Before appointments, I keep a notebook nearby to jot down questions as I think of them. I then bring this notebook or an index card with a short summary to my appointments. This not only reminds me of what to ask but also has space to write down the answers.
For family members, friends, and caregivers. Help others think of questions they want to ask. It’s hard for many people to think “in the moment,” especially when wearing nothing more than a skimpy hospital gown. If your friend or family member does not know what to ask, suggest he or she begin by looking at AHRQ’s wonderful “question-building” list.
For practice managers. Make it easy for patients to take notes by providing paper, pens, and a hard writing surface. This can be an easy and inexpensive way to encourage patients to ask questions.
For healthcare providers. Ask open-ended questions such as “What else do you want to know about [x]?” rather than close-ended (yes/no) questions such as, “Do you have any questions?” Another strategy (learned from Lisa Bernstein, Executive Director of the What to Expect Foundation) is to demonstrate good questions. You can do this by saying something along the lines of, “Many people dealing with [x condition] want to know about [y]. Is that something we should discuss?”

Ways to learn more:

AHRQ (Agency for Healthcare Research and Quality), “Questions are the Answer.” Available at http://www.ahrq.gov/questionsaretheanswer/
Health Literacy Out Loud Podcast #4: “Lisa Bernstein Talks About Patient-Centered Communication.” Available at http://www.healthliteracyoutloud.com/2008/11/03/lisa-bernstein-talks-about-patient-centered-communication/
NIFL-Health (Health Literacy Discussion List). Recent thread discussed helping others ask questions. You can search the archives and subscribe to this discussion list for free at http://www.nifl.gov/mailman/listinfo/Healthliteracy/
Osborne, H. “In Other Words…’Questions Are the Answer’ to Helping Patients Understand Their Health. “ On Call Magazine, June 25, 2008. Available at http://www.healthliteracy.com/article.asp?PageID=7707
Osborne, H. “In Other Words…Helping Patients Ask Questions. On Call Magazine, November/December 2006. Available at http://www.healthliteracy.com/article.asp?PageID=5179

For permission to include Health Literacy Consulting Tips in your organization's newsletter, please contact Helen Osborne by e-mail at: helen@healthliteracy.com, or by phone at: 508-653-1199.