Date of Completion

5-11-2020

Document Type

Thesis

Degree Name

Bachelor of Science in Speech Language Pathology

Keywords

parent satisfaction, Speech Clinic, speech and language services

Abstract

Using a Descriptive Cross Sectional Mixed Method Approach, 15 participants were chosen using systematic random sampling. The 15 participants completed the survey interviews. This administered survey was the Filipino Version of the Parent Satisfaction Scale (F-PSS),and the participants were given a three-question interview through telephone call conducted by trained interviewers to detail their thoughts and experiences of the CRS Speech Clinic. Quantitative results from the study revealed that participants were generally satisfied with the services they were receiving at the CRS Speech Clinic.Responses were predominantly composed of scores of 4 and 5 with the exception of two items. All participants scored a 5 on the global question: “Mairerekomenda mo ba ang staff sa iyong pamilya o mga kaibigan?” except for one participant who scored this item with a 4.For the qualitative component, Thematic Analysis was used resulting to eighteen sub-themes that emerged from the phone interview these are: 1) Staff Attitude, Affective Skills, and Connection With Parents, 2) Loyalty to Long-Time Clients, Commitment to Improvement, and Intern Rotation, 4) Relationship With Child, Quality, Skills, and Effectiveness of Therapists Work (Results are Seen), 6) Correspondence With Parent, Including Explanations and Giving Opportunities for Participation in Therapy, 7) Adjustment in Consideration of Availability, Child’s School, and Request of Parent, 8) Organization, Comfort and Safety of Therapy Room, 9) Cellular Contact and Texting in Advance for Therapy Sessions, 11) Motivation, Drive, and and Willingness to Help in Clinician (Not out of Obligation but Care), and 18) Generating Ways to Respond to Situations and Continue therapy. These subthemes were later on associated with the main themeadopted on Cook's variable of satisfaction namely: empathy, reliability, accuracy, flexibility, responsiveness, and tangibles, time, and quantity (money). Quantitative results were consistent with qualitative results. It was concluded based on the categorization of themes that reliability, empathy, and time were primary components of satisfaction for the participants. Participants consistently expressed that they were extremely satisfied with the attitudes, empathy, and services of the clinicians. However, they felt that consistency of therapy services, frequency of therapy services, and time between enrollment and actual therapy services could still be improved. Results from the research are reflective of issues commonly encountered in clinics where there is a rotation of interns, and therefore less consistency and continuity in the therapy services offered. However, this study primarily emphasizes the importance of empathy in the rehabilitation profession since this is something of great value to parents and caregivers, as is consistent with available literature.

First Advisor

Ms. Ma. Royce Chua-Lawas, CSP-PASP

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