HR Advice Hub

What Should Employers Ask When an Employee Calls in Sick?

When an employee calls in sick, managers are often unsure what they should ask.

They want to gather the information they need without making the employee feel uncomfortable or asking inappropriate questions. Getting these conversations right is important. Asking the right questions helps employers manage absence effectively, plan workloads and provide support where it's needed, while also ensuring accurate absence records are kept.

Why Does It Matter?

The first conversation about sickness absence often sets the tone for the rest of the absence. A supportive and professional approach can help employers:

• Understand why the employee is absent.

• Record the absence accurately.

• Plan for work that may need covering.

• Identify whether support may be needed.

• Ensure the organisation's sickness absence procedure is followed consistently.

It also helps avoid misunderstandings later on.

What Is Wrong?

You don't need every medical detail, but it is reasonable to ask about the nature of the illness or injury. For example:

• Are you feeling unwell or have you had an accident?

• Can you tell me briefly what's wrong?

This helps the employer understand the situation without asking intrusive questions.

Do Employees Have to Tell You What's Wrong?

This is one of the most common questions employers ask. In most cases, it is reasonable for an employer to ask why an employee is off sick. Understanding the nature of the illness or injury can help the employer manage the absence appropriately, provide support where needed and consider whether any adjustments or further action may be required.

However, employees are not generally required to disclose detailed medical information or share every aspect of their condition. Managers should avoid asking intrusive questions or pressing employees for information that is not necessary to manage the absence.

If an employee chooses not to provide much detail, employers should remain professional and focus on gathering the information they do need, such as:

• Whether they are fit to work.

• Whether they expect to be absent for more than one day.

• Whether any immediate support is needed.

• When they will next provide an update.

If the absence becomes long term or raises concerns about the employee's health or ability to carry out their role, it may be appropriate to request medical evidence, such as a fit note, or consider an Occupational Health referral.

Ultimately, the aim is to understand enough to manage the absence fairly and support the employee, rather than seeking unnecessary personal or medical details.

When Did Your Symptoms Start?

Understanding when the illness began helps establish when the absence started and whether the employee attended work while unwell. It also provides an accurate record of the absence should further absence management be required.

When Do You Expect to Return?

Employees won't always know the answer, particularly if they have only just become ill. However, asking whether they have an idea of how long they may be absent can help managers plan work, arrange cover and manage workloads. For example, you could ask:

• Do you have any idea how long you think you'll be off?

• Would you expect to be back tomorrow, or is it too early to say?

Do Employees Have to Tell You When They'll Be Back?

Not necessarily. If someone has just become ill, they may genuinely have no idea how long their recovery will take. Employers should avoid expecting employees to give a definite return date if they simply don't know.

Instead, employees should keep their employer updated in line with the organisation's sickness absence procedure. If their absence continues, they should provide further updates and any medical evidence required, such as a fit note where appropriate.

Rather than asking employees to guarantee when they will return, it's usually more helpful to agree:

• When they will next make contact.

• Whether they expect to have sought medical advice by then.

• Whether there have been any changes to their situation.

Regular communication helps employers plan ahead while recognising that recovery doesn't always follow a fixed timetable.

Have You Sought Medical Advice?

It may be appropriate to ask whether the employee has contacted a GP, pharmacist or another healthcare professional, particularly if the absence is likely to continue.

This isn't about questioning whether someone is genuinely ill. It's simply about understanding whether medical advice has been sought.

Is There Anything Urgent That Needs Covering?

If appropriate, ask whether there is anything colleagues need to know while the employee is away. For example:

• Are there any urgent deadlines?

• Is there any work that someone else needs to pick up?

• Is there anything only they have access to?

This helps minimise disruption without placing pressure on the employee to work while they are off sick.

Is There Anything We Can Do to Support You?

This is often one of the most important questions you can ask. Sometimes the reason for absence may relate to work, or the employee may need additional support when they return.

Simply asking whether there is anything the organisation can do demonstrates a supportive approach and shows the employee that their wellbeing is being taken seriously.

Remind Them of the Next Steps

Before ending the conversation, make sure the employee understands what happens next. For example:

• When they should provide an update.

• Whether they need to submit a fit note if the absence continues.

• Who they should contact if their situation changes.

• When you expect to hear from them again.

Setting clear expectations helps avoid confusion for both the employee and manager.

Follow Your Organisation's Sickness Absence Procedure

While the questions above provide a good starting point, employers should also make sure they are following their own sickness absence policy or guidance. Having a clear and consistent approach helps managers understand:

• What information should be gathered when an employee reports sick.

• When employees are expected to make further contact.

• When a fit note is required.

• How absence should be recorded.

• When formal absence management processes should begin.

• When an Occupational Health referral or other support may be appropriate.

Applying your organisation's procedure consistently helps ensure employees are treated fairly and reduces the risk of misunderstandings or inconsistent decision-making.

If your organisation doesn't have a clear sickness absence policy, or your existing procedure no longer reflects the way your business operates, it may be time for a review.

A well-written policy gives managers confidence, promotes consistency and helps employees understand what is expected of them when they are absent from work.

Questions Employers Should Avoid

While employers are entitled to ask reasonable questions, there are some questions that should generally be avoided. For example:

• Asking for unnecessary or highly personal medical details.

• Suggesting the employee is not really ill.

• Pressuring them to return to work before they are fit.

• Making comments that could make the employee feel guilty for being absent.

Managers should focus on gathering the information needed to manage the absence professionally, consistently and with empathy.

Keep a Record

It's good practice to make a brief note of the conversation. This helps ensure absence records are accurate and provides a clear record if further absence management is required later.

The record should be factual, objective and based on what the employee has told you, rather than assumptions or personal opinions.

Need HR Support?

Managing sickness absence isn't just about asking the right questions, it's about having a consistent process that managers understand and employees can rely on.

A simple, supportive conversation at the start of an absence can help employers manage sickness effectively, maintain good communication and demonstrate genuine care for employee wellbeing.

If you're unsure whether your sickness absence policy is fit for purpose, need support developing practical manager guidance or would like to train your managers to confidently manage employee absence, BloomHR can help. Contact us for more information.