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Acknowledgement Sincere thanks to Sarah Hammond for her generosity in sharing her unpublished honours paper. References American Speech-Language Hearing Association. (1989). ASHA consumer satisfaction measure . Rockville, MD: ASHA. Andrew, J., Andrews, M.A., & Shearer, W.M. (1989). Parents’ attitudes toward family involvement in speech- language services. Language, Speech, and Hearing Services in Schools , 20 , 391–399. Crais, E.R., & Belardi, M.S. (1999). Family participation in child assessment: Perceptions of families and professionals. Infant–Toddler Intervention: The Transdisciplinary Journal , 9 , 209–238. Donaldson, A., McDermott, K., Hollands, K., Copley. J. & Davidson, B. (2004). Clinical reporting by occupational therapists and speech pathologists: Therapists’ intentions and parental satisfaction. Advances in Speech-Language Pathology , 16 (1), 23–38. Frattali, C. (1991). Measuring client satisfaction. Quality Improvement Digest, Winter . Retrieved from: http://www. asha.org/uploadedFiles/aud/MeasuringClientSatisfaction.pdf Glogowska, M. & Campbell, R. (2000). Investigating parental views of involvement in pre-school speech and language therapy. International Journal of Language and Communication Disorders , 35 (3), 391–405. Grela, B.G., & Illerbrun, D. (1998). Evaluating rural preschool speech-language services: Consumer satisfaction. International Journal of Disability, Development and Education , 45 (2), 203–216. Hammond, S. (2008). Client satisfaction with speech- language services . Unpublished honours project, School of Psychology, Curtin University of Technology. Hollands, K., van Kraayenoord, C.E., & McMahon, S. (2005). Support to adolescents experiencing language difficulties: A survey of speech-language pathologists. Advances in Speech-Language Pathology , 7 (3), 113–129. Liamputtong, P. & Ezzy, D. (2005). Qualitative research methods (2nd ed.). Oxford: Oxford University Press.

Mirabito, K., & Armstrong, E. (2005). Parent reactions to speech therapy involvement . Paper presented at Practicality and Impact: Making a Difference in the Real World, the Speech Pathology Australia National Conference, Canberra. Nelson, T.D., & Steele, R.G. (2006). Beyond efficacy and effectiveness: A multifaceted approach to treatment evaluation. Professional Psychology: Research and Practice , 37 (4), 389–398. Nilson, E., Myrhaug, H., Johansen, M., Oliver, S., & Oxman, S. (2006). Methods of consumer involvement in developing healthcare policy and research, clinical practice guidelines and patient information material. Cochrane Database of Systematic Reviews (3) Art. No.: CD004563. DOI: 10.1002/14651858.CD004563.pub2. Watts Pappas, N., & McLeod, S. (2008). Connecting with families in paediatric speech-language pathology practice . Paper presented at Reflecting Connections, the joint conference between New Zealand Speech Language Therapists Association and Speech Pathology Australia, Auckland. Watts Pappas, N., McLeod, S., McAllister, L., & McKinnon, D. H. (2008). Parental involvement in speech intervention: A National Survey. Clinical Linguistics and Phonetics , 22 (4), 335–344. Watts Pappas, N., McLeod, S., McAllister, L., & Simpson, T. (2005). Parental participation in speech intervention: A review . Paper presented at Practicality and Impact: Making a Difference in the Real World, the Speech Pathology Australia National Conference, Canberra. Katherine Osborne has been operating her predominantly paediatric practice in Queensland since 1997. Prior to this she worked for Education Queensland. She has a keen interest in early intervention, language and literacy, and community awareness of communication disorders.

Correspondence to: Katherine Osborne 12 Smugglers Place Runaway Bay QLD phone: +617 5528 9357 mobile: 0409 891 788 email: ko5000@tpg.com.au

Appendix. Quality assurance survey

Dear Parent, I would value your feedback regarding the speech therapy service you and your child receive. Your responses will be anonymous unless you wish to sign this survey form. The results from this survey will be collated and used to improve the service I provide. I hope to present these results at the next national speech therapy conference, and submit for discussion in one of our speech therapy publications. Please rate honestly how you feel about the following by ticking the appropriate column. Very Somewhat Very Extremely dissatisfied dissatisfied Satisfied satisfied satisfied 1. Initial phone contact (discussion of my child’s problem, appointment convenience, fee schedule) 2. Initial consultation (made to feel welcome) 3. Therapist’s interaction with my child (how at ease my child felt, therapist’s responsiveness to my child) 4. The assessment of my child (length of testing, explanations of test use) 5. The therapist’s interpretation of the assessment findings 6. The therapist was able to answer my questions 7. The therapist asked if I agreed with her interpretation

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ACQ uiring knowledge in speech, language and hearing