JCPSLP Vol 22 No 2 2020

• “The speech pathologist’s style of communicating was very different. It’s not something I’d actually struck before in my working life. It was a different way... it was very specific and direct.” Leading to increased focus on detailed, attentive skilling of support workers. • “By building up his confidence in working with him [on the literacy tasks], he’s opening up to me – so then other things are coming up… because we’ve been open with each other. So [about] his kids, for example. So that’s led to us being able to support him [in] other external resources and programs – and he’s been open to that.” Support workers observed that a pilot literacy program enabled more effective opportunity to do core-business social work. This led to increased advocacy for the value of well-supported literacy programs with men in homelessness services. The structures that constitute and uphold societal harmony, equity and flourishing are built of interactions such as those we have humbly with our clients. We can reciprocally share, learn, and co-create positive outcomes. We can combine our knowledges with respect

and careful attention. This co-creation reciprocally expands wellbeing and positive opportunities. In learning from our clients, we build well-being and hope for the future – within them, ourselves, and our shared societies and humanity. References Braithwaite, J. (2002). Restorative justice and responsive regulation . New York,NY: Oxford University Press. Francis, S. (2018). The courage way . Oakland, CA: Berrett-Koehler Publishers Inc. Fredrickson, B. L. (2016). Love: Positivity resonance as a fresh, evidence-based perspective on an age-old topic. In L. F. Barrett, M. Lewis, & J. M. Haviland (Eds.), Handbook of emotions (4th ed., pp. 847–858). New York, NY: Guilford Press. McNeill, F. (2012) Four forms of ‘offender’ rehabilitation: Towards an interdisciplinary perspective. Legal and Criminological Psychology , 17 (1): 18–36. Walgrave, L. (2008) Restorative justice, self-interest and responsible citizenship . Cullompton, UK: Willan Publishing.

Resource review

usable insights into how we might improve. The New South Wales, Agency for Clinical Innovation (ACI) Patient Experience and Consumer Engagement (PEACE) team has developed a toolkit of resources dedicated to understanding patient experiences for the purpose of improving healthcare services (https://www.aci.health.nsw. gov.au/networks/peace). There are eight core resources within their experience-based co-design toolkit that can be used to examine the different facets of a service, including the dedicated Experience Questionnaire tool. The Experience Questionnaire is a valuable resource for anyone interested in how to engage with their patients in order to understand their experience. Unlike other resources, this is not a one-size-fits all list of questions to ask, but rather a modifiable template. The Experience Questionnaire tool provides practical tips on how to apply the template within different service settings and offers simple guidelines around suitable timeframes. The template can be tailored to meet your aims and focuses on extracting the thoughts, feelings and ideas for improvement specific to the process you are evaluating. Details of experiences of the process under review can be gathered across multiple time points during the patient’s journey through your service. If you are interested in learning more about incorporating experience data into service improvement initiatives, this is a great place to start. ACI Experience Questionnaire tool: https://www.aci. health.nsw.gov.au/__data/assets/pdf_file/0012/419799/ EBCD_Toolkit-Experience_Questionnaires.pdf

Agency for Clinical Innovation, Experience Questionnaire. (cited 12 Oct 2020). https://www.aci. health.nsw.gov.au/__data/assets/pdf_file/0012/419799/ EBCD_Toolkit-Experience_Questionnaires.pdf Lisa Anemaat The “Doctor (or clinician) Knows Best” approach is from a bygone era. In modern health care, we aim to work collaboratively with the patients or clients receiving our care. Together we set goals for treatment, select treatment options, and discuss the need for ongoing provision of health care. The patient can also play a crucial role in improving service quality and the delivery of care we provide. As speech pathologists, we value the experiences of the patients who access our services and wish to see improved outcomes. We are all consumers of different services and can appreciate the nuances that improve our own experience. Understanding the experiences of the patients who access our services allows us to determine how we might improve. Through explorations of patient experiences, we can evaluate our services: strengths and weaknesses, facilitators and barriers to accessing care, or where specific needs are not being met. Experience is influenced by our expectation of processes and outcomes, our degree or manner of engagement, and our satisfaction. Yet, understanding how to capture appropriate experience data can be challenging. Traditional patient experience surveys often generate quantitative ratings of satisfaction but can fail to uncover

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JCPSLP Volume 22, Number 2 2020

Journal of Clinical Practice in Speech-Language Pathology