Library

| Expert Insight

3 minute read

Sample scripting using the OARS framework

Use this tool is to help staff understand how OARS questions differ from traditional interviewing questions and how they can use the OARS framework in practice.

This tool contains an overview of the OARS framework and sample scripting for frontline clinicians to reference when using the OARS framework in conversations with patients. OARS employs four techniques for patient engagement: Open questions, Affirmation, Reflective listening, and Summary reflections.

The goal of this tool is to help staff understand how OARS questions differ from traditional interviewing questions and how they can use the OARS framework in practice.

This tool can be reviewed on its own or used in a role-play workshop.

Intended audience

Clinicians who interact directly with patients as well as managers and clinical educators.

Time required

Allow 30 minutes for individual review. If used in a workshop, allow up to two hours.

Materials

Print one copy per participant:

 Skill  Description  Purpose
 O
  Open questions
  • Ask the patient open-ended questions
  • Allow the patient to reflect and elaborate in response to questions
  • Let the patient do most of the talking
  • Establish a safe environment, and build a trusting and respectful relationship
  • Explore, clarify, and gain an understanding of the patient’s world
  • Learn about the patient’s past experiences, feelings, thoughts, beliefs, and behaviors
  • Gather information
 A
Affirmations
  • Recognize and reinforce success
  • Express a positive statement about what the patient has already done or a personal strength or ability
  • Show empathy for the patient’s situation
  • Build rapport and affirm exploration into the patient’s world
  • Affirm the patient’s past decisions, abilities, and healthy behaviors
  • Build the patient’s confidence and self-efficacy
 R
 Reflective  listening
  • Mirror what the patient is saying
  • Rephrase what the patient says in your own words
  • Reflect the patient’s thoughts, feelings, and behaviors
  • Demonstrate to the patient that you’re listening and trying to understand his or her situation
  • Offer the patient the opportunity to “hear” his or her own words, feelings, and behaviors reflected back to him or her
 S
Summarizing
  • Apply reflective listening when closing the conversation or transitioning to a different part of the conversation
  • Paraphrase and/or pull out key points from the conversation
  • Keep the patient and care team “on the same page”
  • Close the conversation with a plan of action
  • Help the patient see the bigger picture
  • Highlight the most important elements of the conversation

 Skill  Traditional interviewing  OARS interviewing
 O
  Open questions
  • Is your asthma improving?
  • Did you use your asthma inhaler every day last week?
  • How is your asthma affecting you today?
  • Tell me about the things that seem to trigger an asthma attack.
  • Explain what you are currently doing that helps you manage your asthma.
  • What worries you most about your condition?
 A
Affirmations
  • We need to discuss other ways for you to quit smoking. What you’re doing now doesn’t seem to be working.
  • I’m so glad you are asking about strategies to quit smoking.
  • I’m impressed by the way you’ve already made it through a whole morning without a cigarette.
  • Chewing nicotine gum to curb cravings sounds like a good idea.
 R
 Reflective  listening
  • You need to lose weight to reduce your risk of heart disease.
  • From your point of view, you want to make sure you’ll be there for your family.
  • So you feel frustrated by your previous attempts to control your weight.
  • It sounds like you’re wondering if you can avoid having
 S
Summarizing
  • Those are all the questions I have for you today.
  • Here’s what I heard. Tell me if I’ve missed anything.
  • Let’s go over what we talked about today.
  • I’d like to check to see if what we talked about today made sense to you.
  • What things did I not ask about that you think are important?

Download the tool

SPONSORED BY
INTENDED AUDIENCE
AFTER YOU READ THIS
AUTHORS

Posted on June 18, 2020

Updated on March 17, 2023

TOPICS
Care Management Patient Experience
INDUSTRY SECTORS

We help leaders and future leaders in the healthcare industry work smarter and faster by providing provocative insights, actionable strategies, and practical tools to support execution.

Research & Events

Company

Support

Social

Don't miss out on the latest Advisory Board insights

Create your free account to access 1 resource, including the latest research and webinars.
Create Account
Sign in to your account

Want access without creating an account?

   
Get Limited Access

You have 1 free members-only resource remaining this month.

View this resource

1 free members-only resources remaining

Become a Member

1 free members-only resources remaining

Create Account

You've reached your limit of free insights

Become a member to access all of Advisory Board's resources, events, and experts

Never miss out on the latest innovative health care content tailored to you.
Become a Member

Benefits include:

Unlimited access to research and resources
Member-only access to events and trainings
Expert-led consultation and facilitation
The latest content delivered to your inbox
Become a Member

You've reached your limit of free insights

Become a member to access all of Advisory Board's resources, events, and experts

Never miss out on the latest innovative health care content tailored to you.
Create Account
Become a Member

Benefits include:

Unlimited access to research and resources
Member-only access to events and trainings
Expert-led consultation and facilitation
The latest content delivered to your inbox

This content is available through your Curated Research partnership with Advisory Board. Click on ‘view this resource’ to read the full piece

View this resource

Email ask@advisory.com to learn more

Click on ‘Become a Member’ to learn about the benefits of a Full-Access partnership with Advisory Board

Never miss out on the latest innovative health care content tailored to you. 
Become a Member

Benefits Include:

Unlimited access to research and resources
Member-only access to events and trainings
Expert-led consultation and facilitation
The latest content delivered to your inbox
Become a Member

This is for members only. Learn more.

Click on ‘Become a Member’ to learn about the benefits of a Full-Access partnership with Advisory Board

Never miss out on the latest innovative health care content tailored to you. 
Become a Member

Benefits Include:

Unlimited access to research and resources
Member-only access to events and trainings
Expert-led consultation and facilitation
The latest content delivered to your inbox
Become a Member
AB
Thank you! Your updates have been made successfully.
Oh no! There was a problem with your request.
Error in form submission. Please try again.