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Chapter 1 - Quality Human Service
Helen’s story
Helen complained that her 20 year old son Peter was not able to access respite care when the family was experiencing a crisis.
There was a history of tension and disrupted communication between the Helen and the disability service. Peter had not accessed respite for more than a year due to the communication issues. The family were increasingly stressed and angry about asking for assistance. Service provider staff reported feeling intimidated and frustrated as they were not able to get cooperation from the family. They regarded Helen as difficult and threatening.
Helen contacted an advocacy service who helped her voice her frustration and concerns and the two sides were able to discuss the issues from their individual perspectives. It was discovered that emergency respite in the area was operating as planned respite. This raised systemic and resource issues. The family was subsequently provided with respite and the process for accessing it was more fully explained.
The provision of good quality human service is based on sound and trusting relationships that develop between the people using the service and the service provider. These relationships develop best through an ongoing process of effective communication. Effective communication is important as it helps to ensure that the service continues to appropriately meet people’s needs. Good service delivery is enabling people with disability to say what is working and not working for them so that appropriate actions can be taken.
This is based on an expectation that people with disability have the right to expect quality services and that these services play an important role in improving quality of life. Many people with disability and their families are increasingly aware of their right to receive quality services. However, this has not always been the expectation.
When people not used to speaking out are heard by people not used to listening then real change can be made. John O’Brien (2007).
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