DEVELOPMENT AND SATISFACTION WITH INDIVIDUAL PROGRAM-PLANNING IN A DISABILITY SERVICE

A consumer survey of a preschool disability service identified parents who did not feel their concerns were fully understood by professional s, nor felt involved or in agreement with treatment decisions, nor tha t services were provided in a coordinated way. A system of individual programme planning (IPP) was introduced in order to address these issu es and other shortfalls of the existing service. Information was obtai ned from 96% of parents and 87% of professionals who attended IPP meet ings over a four month period. Overall satisfaction was high (92% of p arents: 96% of professionals). Parents now felt fully involved in deci sion making, 80% felt their views were understood and 100% agreed with treatment goals. Dissatisfaction was expressed with meeting attendanc e, the marginalisation of parents, and the timing and chairing of meet ings. Consumer satisfaction surveys are recommended for use in highlig hting areas of service shortfall, to direct and evaluate service chang e, and to monitor quality.