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Whichever tool is used, the process will need to adhere to a protocol designed to engender the worker’s trust.

If the questions are to be asked by claims personnel, an introductory script should be prepared for this purpose and guidelines provided to enhance the likelihood of the worker providing honest and independent responses.

If questions are asked in a digital communication application, the introductory text or voice should offer a trust-engendering explanation.

When done well with an appropriate introduction, workers report satisfaction with being asked psychosocial questions. Here is one good example of a case manager talking about the screening step:

‘In addition to the other information for your claim, we also want to make sure that we understand your situation so that we can make sure you get the services you need. To do this we need to make sure we understand how your injury is affecting you and any concerns you may have. This questionnaire is designed to help us understand your situation:’

As with any questionnaire, the worker should be told that there are no right or wrong answers.

‘There are no right or wrong answers, we just want your views about your injury and its effects on you’.