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. 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 ODonnell

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

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

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

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

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

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

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

Professional Ability Parents looked for: professional competence professional competence accurate information accurate information correct diagnoses, correct diagnoses, practical skills practical skills communication skills communication skills

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 67% said this is a problem 16%: big problem 16%: big problem

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). 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).

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

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 receptionists and office workers who are slack; look down on you; cant keep their opinions to themselves; are rude, and do not maintain confidentiality slack; look down on you; cant keep their opinions to themselves; are rude, and do not maintain confidentiality judgemental staff judgemental staff Some of them dont know how hard it is for us mums. Its not like we ask for help all the time. Some of them dont know how hard it is for us mums. Its not like we ask for help all the time.

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

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