ACQ Vol 12 No 3 2010

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ACQ Volume 12, Number 3 2010 137
Health rebate satisfaction was one area that showed
pleasing results for speech pathologists in private practice,
with most mothers (25) indicating they were satisfied or
more than satisfied with their health fund rebates. In the
open-ended section, only one mother indicated that she was
dissatisfied with the health cover rebate.
Finally, cancellation policy data was an area in which fewer
mothers were “extremely satisfied” and the four mothers
who did not comment in this section may not have been
aware that a policy existed due to the therapist’s oversight.
In order to raise satisfaction levels, some changes have been
implemented. Policies are now made verbally explicit at the
initial consultation, an A4 size notice is referred to which
states the full fee will be applied for failure to give notice of
cancellation, and written policy is given to parents as part of
a welcome pack.
Conclusion
Conducting a quality assurance project in a private clinic is a
difficult undertaking for a number of reasons, including a lack
of guidelines regarding ethical approval procedures for
private practitioners, issues with preservation of anonymity
and possible perceived effects of non-participation or
negative comments. The reporting of demographic
information presents another ethical consideration as in this
study it was collected verbally at the time the survey was
given out, with a stated intention that it could be used in the
study. A consent form addressing these issues would have
avoided any potential breach of ethics. Also, due to the
limited number of participants (mothers only) in this single
practice, results cannot be generalised to other private
speech pathology practices. However, it is hoped that this
study demonstrates the value in carrying out quality
assurance in private practice. While the process can be
confronting for the service provider, the outcome can
potentially lead to an enhanced service that is more than
satisfying for both the consumer and the practitioner.
expressed high levels of satisfaction with therapy outcomes
and most indicated their child enjoyed practising activities at
home. The reporting process of this practice was supported
as only one parent expressed dissatisfaction. Report
templates are not used. Extensive recommendations are
written. Reports are provided for parents within two weeks of
the initial assessment and consultation.
A fair and appropriate fee for service can be difficult to
determine. As no parents expressed any dissatisfaction with
the cost of therapy sessions, the current fee will continue.
The cost of the initial assessment will also continue to be
applied as only one mother indicating she was somewhat
dissatisfied.
It is not unusual for the parent’s feelings, needs and
concerns to go unnoticed or be unaired especially in the
initial stage of intervention, when the focus of attention is
on the child (Glogowska & Campbell, 2000). For example,
the results of the interviews Glogowska and Campbell
conducted with parents clearly demonstrated the need
for recognition of the parent perspective, and discussion
and acknowledgement of their perceptions and concerns.
Results of the current study supported these findings as
most mothers (32) felt the speech language pathologist
displayed empathy and was supportive and approachable.
Results concerning teacher consultation indicated less
satisfaction than in other areas. More regular contact with
teachers and child-care workers either by phone, visit, or
child’s speech therapy scrapbook should raise levels above
satisfaction. Parents are now given a letter to pass on to
the child’s teacher or child-care worker, asking for preferred
contact details and giving reasons for regular dialogue
to occur. Eight mothers did not comment or wrote “not
applicable” for teacher consultation. For these mothers, it
may have been that their children did not attend day care
or an educational facility. There were also two mothers who
did not want formal contact between therapist and teacher,
perhaps to preserve privacy or due to the minor nature of the
child’s difficulties.
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