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Presented by Alexandra Diamond. Acknowledgements to Judith O’Donnell

Playford parents tell it like it is: A research partnership between parents and the City of Playford reveals what parents look for in a service. Presented by Alexandra Diamond. Acknowledgements to Judith O’Donnell. What has put you off /encouraged you to use a service that is supposed to help?.

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Presented by Alexandra Diamond. Acknowledgements to Judith O’Donnell

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  1. Playford parents tell it like it is: A research partnership between parents and the City of Playford reveals what parents look for in a service. Presented by Alexandra Diamond. Acknowledgements to Judith O’Donnell

  2. What has put you off /encouraged you to use a service that is supposed to help? • Access • Appointments/ waiting times • Ability • Attitudes

  3. Access Problems: • What was the service supposed to provide? • Where is it? How will we get there? • We have to go to several different places • Too difficult to get there

  4. Access • Knowing where to get the help you might need: • 60% = problem (11% = big problem) • Having to go to a lot of different places to get help: • 69% = problem (27% = big problem) • Hard to get to the places where the help is: • 62% = problem (27% = big problem)

  5. Access Solutions? • the person making the referral “tells you how the service will help”. • Say “No” to service name changes. • one-stop shops at public transport interchanges, or at familiar places • Accompanying families on their first journey to the service • Improve public transport in the North and other areas where vehicle ownership rates are low

  6. Appointments Problems • inconvenient opening hours, • difficulty getting an attendable appointment • long waiting times

  7. Long waiting lists for getting help when young children have problems (eg behaviour, speech) • 44.5% saw long waiting lists for getting help when young children have problems (eg behaviour, speech) as a problem (18%: big problem)

  8. Appointments Solutions? • more resources for longer opening hours and more professionals • reconsider systems to better suit parents’ needs • drop in times? • appointments? • a combination? • Make waiting rooms more comfortable- drinking water, play space and toys for children, outside? • Facilitated playgroups for children on waiting lists

  9. ProfessionalAbility Parents looked for: • professional competence • accurate information • correct diagnoses, • practical skills • communication skills

  10. Doctors or other people who are supposed to help using unclear language / being disrespectful in the way they speak to you • 67% said this is a problem • 16%: big problem

  11. Male parents do not experience this problem to the same extent • An independent samples t-test was conducted to test the hypothesis that female parents find the way that doctors (and others who are supposed to help) speak to be more of a problem than do male parents. As expected, women (M=.86, SD=.7) scored this as more of a problem than did men (M=.33, SD=.52), t (48)=1.78, p=.041(one tailed).

  12. ProfessionalAbility Parents looked for professional competence • accurate information • correct diagnoses, • practical skills • communication skills • observable results Solutions • staffed by the most competent professionals. • Professional incentives to practice in the outer suburbs • Professionals to take the time to explain when diagnoses/treatments are contestable. • Professionals to take the time to explain about short-term vs long-term results • Say “No” to short-term funding so the service/ professional has time to become a trusted part of the community.

  13. Attitudes Parents most frequently referred to staff attitudes as the factor that would deter or encourage their use of a service. Problems • receptionists and office workers who are • “slack”; “look down on you”; “can’t keep their opinions to themselves”; are rude, and do not maintain confidentiality • judgemental staff • “Some of them don’t know how hard it is for us mums. It’s not like we ask for help all the time”.

  14. Attitudes What helps: • friendly staff who • offer small kindnesses like “helping with the kids while you wait” • really listen, “know what it’s like”, understand, offer as much help as possible and tell families they can come back when they need to, • speak more instead of giving pamphlets

  15. Attitudes Solutions • “front of house” staff behaviour, recruitment and training • Clear information about, and commitment to confidentiality • counselling skills training • redirect resources spent on creating, printing and distributing pamphlets into other forms of communication (especially where there are low literacy levels).

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