Development and satisfaction with individual programme planning in a disability service.

Abstract

A consumer survey of a preschool disability service identified parents who did not feel their concerns were fully understood by professionals, nor felt involved or in agreement with treatment decisions, nor that services were provided in a coordinated way. A system of individual programme plannng (IPP) was introduced in order to address these issues and other shortfalls of the existing service. Information was obtained from 96% of parents and 87% of professionals who attended IPP meetings over a four month period. Overall There have been a number of consumer surveys assessing satisfaction with paediatric disability services. 1 8 9 While these provide useful baseline information about the quality of individual services, significant methodological variations prevent comparisons between studies. Typically, surveys tend to be one off events using locally constructed questionnaires with no information offered on changes in service delivery arising from the data. It is therefore unclear whether paediatric disability services use consumer views to direct and shape service delivery and whether consequent changes result in increased satisfaction.The purpose of the current paper is to described how a preschool disability service responded to consumer views and the effect of the resulting change in service delivery upon both parental and professional satisfaction.Bath disability services in 1990 Disability services were organised and coordinated via five children's handicap coordinating committees, each covering a geographical patch of the health district. These committees had two functions. Firstly, monitoring and evaluating overall service provision within their locality, and secondly reviewing plans for individual children. This second task was usually accomplished during half day meetings where up to 12 children would be discussed. These meetings were primarily professional reviews and parents were rarely invited. Consumer satisfaction in 1990A survey of parents of preschool children with disabilities was undertaken in the Bath health district in 1990. The survey was designed to determine parents' satisfaction with the services they received and their views as to how these could be improved.'10 1 The parents of approximately one in three of all identified preschool children with disabilities were interviewed using a specially constructed questionnaire. High overall rates of satisfaction were obtained to general questions, although specific areas of dissatisfaction clearly emerged. In particular, 41% of parents had received differing advice from professionals, 73% felt their concerns were not fully understood, 45% felt that professionals did not know who else was involved with their child, 37% did not feel involved in the decisions made about their child with 21% not agreeing with them.It was evident that many parents of preschool children with special needs felt neither understood by professionals nor involved in deciding their child's treatment programme, and that services were uncoordinated, providing diffe...

The role and use of consumer satisfaction surveys in mental health services

“…However, this assumption should not be taken for granted since the ideology of responsive m anagement, rapid decision m aking and implementation does not reflect actual practice (Carr-H ill et al, 1989) Consumer views have resulted in som e service changes with Jones & Lodge (1991) reporting improvements in an out-patient waiting area and Boakes & Smyth (1995) recomm ending that additional inform ation be provided to clients. M ore significant changes were reported by Stallard & Hutchison (1995), who implemented a new system for enhancing parental involvement in a paediatric disability service, and by Reimers & Treacher (1995) who reported how family therapy practised at a child and fam ily guidance service became m ore user-friendly. However, in a num ber of instances researchers fail to specify any service change arising from their studies (Godin et al, 1987;M cAuliffe & M acLachlan, 1992;Sheikh & M eakin, 1990;Squier, 1994) Bucknall (1994 found few com ments that were considered useful in guiding future developm ents with the majority endorsing and supporting current practice.…”

Validation of the measure of processes of care for use when there is no Child Development Centre

“…1990), and to have individual programme planning in which they are involved (Bailey et al . 1986; Stallard & Hutchison 1995). Since the US Education of the Handicapped Law Amendments of 1986 (PL 99–457), there has been a major change in philosophy underpinning disability services in North America and Europe, with an emphasis on supporting family functioning and fostering parent‐professional partnerships.…”

‘Oh, those therapists will become your best friends’: maternal satisfaction with clinics providing physical, occupational and speech therapy services to children with disabilities

“…In the past, literature on both adult patient and parental satisfaction has focused primarily on satisfaction with the attitudes and behaviours of individual practitioners ± mainly physicians. Several authors have noted the need for further research on parental satisfaction with teams of health care professionals who provide services to children with chronic health conditions and impairments (King et al 1996, Krahn et al 1990, Lie et al 1995, Speller 1996, Stallard and Hutchison 1995, Williams et al 1996.…”

“…Recent studies in England (Green and Murton 1996, Speller 1996, Stallard and Hutchison 1995, Canada (Baine et al 1995, King et al 1996, Denmark, Finland, Norway, and Sweden (Lie et al 1995), Italy (Marchetti et al 1995), and the United States (Bailey et al 1999, Williams et al 1995 all focus attention on the previously under-researched issue of the measurement and correlates of parental satisfaction with professionals who provide care to children with chronic health problems or impairments. While some inconsistencies in research findings exist, it is generally agreed that among parents of children with chronic illness and disability, social factors such as respect, support, information exchange, partnership and the ability to develop consistent, long-term relationships play a key role in parent satisfaction (Baine et al 1995, King et al 1996, Lessing et al 1992, Lie et al 1995, Marchetti et al 1995Quine and Rutter 1994, Speller 1996, Stallard and Hutchison 1995, Williams et al 1995.…”

“…While some inconsistencies in research findings exist, it is generally agreed that among parents of children with chronic illness and disability, social factors such as respect, support, information exchange, partnership and the ability to develop consistent, long-term relationships play a key role in parent satisfaction (Baine et al 1995, King et al 1996, Lessing et al 1992, Lie et al 1995, Marchetti et al 1995Quine and Rutter 1994, Speller 1996, Stallard and Hutchison 1995, Williams et al 1995. In the past, literature on both adult patient and parental satisfaction has focused primarily on satisfaction with the attitudes and behaviours of individual practitioners ± mainly physicians.…”