Choosing disability service providers

• email
• save PDF
• print

In an average year, families with a child with a disability have contact with at least 10 different professionals and attend at least 20 appointments at hospitals and clinics. You may work with some professionals for just a short time, and have a long-term relationship with others.

Most families will see several providers, including general practitioners, paediatricians, speech pathologists, physiotherapists, dieticians, psychologists and social workers. Each one specialises in a particular area, but sometimes their roles overlap.

• How to decide on a service provider: starting out
• Practical things to consider
• What makes a good service provider?
• Summary: weighing up the options
• Health information contacts in Australia

How to decide on a service provider: starting out

If you have not already been referred to a service or provider, look for recommendations from healthcare professionals or service providers. It might help if you work from a list of the relevant services in your area. Find out if the service is part of an accreditation system, if it is accredited and has a good reputation.

Contact the service and get as much information as you can, such as:

• operating hours
• how long it takes to get an appointment
• waiting lists
• policy on cancelling appointments
• emergency care or services
• any written information about their service. 

If you have time, try to meet with the service provider face-to-face, rather than over a phone call. You can get a better feeling about the service this way and more information. Read our tips on meeting with services and professionals.

Practical things to consider

When you’re looking at different services, consider these practical questions:

• What kind of service will you and your child receive (hospital care, home visits, group programs or agency support)?
• How much flexibility is there? In other words, how much choice will you have about what to use within the service?
• Where will the service be provided (in your home, in the hospital, at a clinic or at a community centre)?
• Can you and your child get to the service easily? For example, can you get there by public transport? 
• When and how often will your child receive the service?
• How long is each session likely to take?
• How long will your child need the service?
• Is there a cost involved?

If you are in a position to choose between a government service provider and a non-government service provider, such as a small community-based organisation, base your decision on what best suits your child and your family.

What makes a good service provider?

Parents have found that the most satisfactory service providers have the following five characteristics.

1. Family-centred

This means they:

• are  sensitive to your cultural, language and religious background and your family beliefs 
• work in partnership with you, use your expertise about your child and involve you and your family in decisions about your child
• allow enough time for you to ask questions and share your concerns 
• give you information in ways that you can understand and give you written information to back up what they say 
• provide services for your child that take into account your family and home situation.

2. Developmentally appropriate

This means they:

• get a complete history of your child, including his developmental, medical and medication history, and use this in planning for the delivery of their service
• work with your child in ways that take into account his development, interests and strengths 
• acknowledge the complex ways that development and health affect each other.

3. Coordinated

This means they:

• plan and carry out activities in a team approach so that they all link up and complement each other
• help you get and understand the results of assessments of your child 
• communicate with other professionals and make appropriate referrals if needed
• link with other services, so you can get coordinated advice and support.

4. Technically competent

This means they:

• know about medical issues related to the care of children with a disability
• carry out interventions in a professional way
• give information about all possible intervention options for you to consider
• help you assess risks of treatment and make decisions.

5. Interpersonally competent

This means they:

• communicate openly, respectfully and effectively with your child, you and other family members
• use technical skills while still relating to you and your child with kindness and respect.

Summary: weighing up the options

The services that are best for you and your child depend on your child’s and family’s particular needs. When you’re deciding on a service or provider, consider:

• what your options are – is this the only provider or are there other good choices?
• whether the service bases its approach on sound scientific knowledge  
• how comfortable you feel about any interactions you’ve had with the service
• the benefits 
• the costs – are there possible downsides in terms of finances or health?

You could draw up a list of ‘pros and cons’ to help you decide which service provider is right for you. And you’re entitled to get further opinions from other service providers if you have doubts about the choice you’ve made.

The relationship with the service may affect the whole family, so it’s worth getting input from your partner and other family members as well.

• Rated1 ratingsRate this item
• FeedbackTell us what you think of this item
• Your story Share your parenting tips