Consumer perspectives on disability services in Queensland: The long road to new directions

Abstract

This paper is based on a consumer study of twenty-four intellectually and physically disabled persons and eighteen parents of intellectually and physically disabled dependents using a range of nongovernment welfare organizations in South-East Queensland (Brown & Ringma, 1988). The consumer study is part of a policy and service delivery study. This paper will summarize the perspectives of consumers and parents of dependent consumers on the accessibility of information on services; the exercise of consumer choice in service provision; access issues; quality of service provision; inadequacies in the service delivery system; and consumer participation in decision making regarding service delivery. The paper provides some analysis of the problems in these key areas, arguing in particular that consumer perspectives on service delivery are significantly influenced by the fact that consumers operate within a narrow field of service options. The paper concludes by drawing a comparison between these consumer perspectives and the hoped for service-delivery rationale in the new Disability Services Act, 1986.