Step 2 - creating a discovery conversation framework
Once a care or support journey has been defined the next step is to plan a simple conversation framework using the visual pathway created with the care/support journey touchpoints. This is done by developing a small number of ‘open-ended’ questions that introduce and help to explore experiences across each touchpoint in the journey. It is preferable to only have one of this type of question for each touchpoint where possible and, if that isn’t possible, a maximum of three. This is because the aim is to hold a two-way conversation that avoids it feeling like an interview and where the person giving feedback says the most during the conversation and is able to tell their story around that touchpoint as uninterrupted as possible.
In a discovery conversation, open-ended questions are used to start the conversation and keep it moving so that the person stays on track in describing their experiences of the touchpoints across the pre-defined care journey pathway. This will form the core framework for your discovery conversation.
Open-ended and closed-ended questions
Open-ended questions are questions that have unlimited response options.
For example:
- What would make you use this service again?
- What were your first impressions when you got here?
- What happened at the meeting?
Close-ended questions are questions that have limited response options, such as Yes or No.
For example:
- Did you attend the clinic?
- Do you like vanilla ice cream?
- When were you born?
Example discovery conversation ‘open-ended’ questions
Q. Tell me about…
- when the carer came into your home?
- coming into the ward/department?
- when you spoke with someone for the first time?
- meeting the staff when you arrived?
Q. Walk me through what happened…
- when the nurse came to your house?
- when you attended the clinic?
- when you first arrived at the care home?
- during medication rounds / at mealtimes?
Q. What happened then?
Q. What came next?
Q. What else?
Example service user steps, journey map and conversation framework with discovery questions
