ACQ Vol 12 No 3 2010

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. NATIONAL JOB BOARD With over 4500 members, advertising your position with Speech Pathology Australia offers fantastic value for money. Features of Advertising your Job with Speech Pathology Australia include: • Direct connection with qualified speech pathologists. • All advertised positions are sent to members via a link in our Association monthly • Access to the Job Board is open to members, non-members and potential employers. • Easy to register a position; simply complete the online form with your payment. • Your job ad will appear online within approximately one working day of your submission. Visit www.speechpathologyaustralia.org.au for more information National and Branch e-News. • Enhanced website facilities.

137

ACQ Volume 12, Number 3 2010

www.speechpathologyaustralia.org.au