case and contact interview training
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Tips for Case and ContactInterviews
Public Health Seattle and King
County
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Objectives
To improve the interviewers ability to
get accurate and complete information
from cases and contacts during anoutbreak or disease investigation.
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Suggestions on how to find
people Look people up on the internet via their
name or address
Go to places such as homelessshelters, bars etc. where cases have
said contacts might be found
Coordinate with human resourceemployees at place of work or school
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Establish an interview plan
Introduce yourself
State why you are there and what the
goals of the interview are If patient has medical or treatment
questions then these need to be
referred back to their primary healthcare provider. If they dont have a
provider then if possible, provide them
assistance in linking with someone.
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Basic Positive Interview
Techniques Put the interviewee at ease by
establishing rapport and arranging for
privacy Create an atmosphere free of
distractions and interruptions
Listen attentively; be objective andavoid emotional reactions
Demonstrate self confidence regarding
the disease and public health
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Basic Positive Interview
Techniques continued Use positive questions to encourage a
positive response
When possible avoid negative questionsto avoid negative responses
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Use open ended questions rather
than yes or no questionsAn open ended question is a question
that can not be answered by a yes or a
no. They are designed to elicit patients
knowledge, feelings and beliefs. Often a standardized interview form is
used. In this case open ended
questions are not used.
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Samples of some open ended
questions: They should begin with words such as:
What?
Why?
Who?
When?
How?
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Introduction Break the ice with brief and comfortable
dialog Demonstrate warmth, caring and
sincerity
Define the purpose, establish a workingrelationship and secure cooperation
Provide reassurance that confidentiality
will be maintained and if needed,explain how this is done
Have resource information to provide if
needed such as housing, food etc.
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Introduction continued
Some good ways to start are:
Asking how a person is feeling now.
Confirming their name and address
Start with more general questions and
leave the most sensitive questions until
last.
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Information giving and receiving
Identify and resolve the persons
concerns
Correct myths and educate about the
disease and its transmission
Reinforce the need for following the
disease treatment and control plan
assess compliance and implement
measures to increase adherence to
treatment
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Information giving and receiving
continued Begin with the most familiar contact
information - close contacts - and move
outward slowlyAsk for names, phone numbers and any
other needed identifying information for
each contact Document information as completely as
possible while still maintaining rapport
with the person
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Information giving and receiving
continued Cover each area, (church, school, work,
gym etc.), where person has contacts
comprehensively, allowing the person to
return to a previous area when needed,be flexible.
Be aware that the patient may share
information about people living in theUS illegally or about illegal activities
such as drug use. It is important that
the patient know this information is
confidential and will not be shared.
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Use of interpreters
If a case or contact does not speak
English it is important to use a certified
health department interpreter.
Often information is private and a family
member should not be used to do the
interpreting.
If a language barrier is encountered it is
best to get as much key information as
possible and reschedule the interview.
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Environmental clues
Look around you to see if there are
clues that more people could be in the
environment then people are telling youabout. Clues such as pictures, toys,
shoes and so on.
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Questioning suggestions Question
How many peopledo you live with?
How much time doyou spend at home?
Whats your job
title?
Do you abuse drugsor alcohol?
Better question
Who has lived inyour household in
the past 6 months?
When not at home
where do you go?
Tell me what you do
at work?
When is the lasttime you used drugs
or alcohol?
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Questioning suggestions
continued Do you visit with
anyone?
Do you have any
friends or family?
Tell me who visits
you at home?
Tell me about yourhobbies/activities?
Who are your
friends/family?
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Questioning suggestions
continuedAsk questions about the recent past in
increments, being sure to include the
holidays that are significant in theculture of the person, the family and
their environment
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Conclusion
End the interview when the objectives
have been met
If theres not enough time to do athorough interview then end the
interview and schedule another
interview as soon as possible. Make
sure you have enough information to
protect the publics health before
leaving.
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Conclusion continued
Summarize the information you have
collected and let the person know whatwill happen next
Answer any unanswered questions and
provide information on how to contactpublic health should the person
remember more contact information
Express appreciation for the personscooperation and time and help them feel
good about their chance to protect
others
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Conclusion continued
The health care and the worker will
need to decide who will notify the
contacts. If possible there should be a
time line established for this notification.
The patient should be reassured that
the health worker will not be saying who
identified them as a contact.
Reassess motivation for adherence,implement any incentives that may not
be in place
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Follow up
Arrange for return visits and re-
interviews
It usually takes more than one interviewto ensure that accurate and complete
contact information is obtained
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Review
Today we learned.
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