Word of Mouth - School of Public Health and Community Medicine ...

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Filling the GapSteering Committee member, began at a pointwhere the program was untested and all thateach party could guarantee was good will and acommitment to put some financial resources onthe table.So there is an issue of where do youexpand. And the question is whether youtake the Wuchopperen model and replicate itsomewhere else. Or do you use Wuchopperenas a base with the competency of [nameof Dental Manager] at its core … (SteeringCommittee member).Options to serve communities with existingAboriginal and Torres Strait Islander HealthServices without a dental clinic are slight,however, as the federal funding for new dentalinfrastructure has been non-existent.If anybody else wanted to look at duplicatinga program like ‘Filling the Gap’, like a servicelike ours, well they couldn’t even consider thatif they haven’t got the clinic already existing… and they’re not going to get it at this pointin time because there’s that whole argumentabout who will pick up responsibility … and Ithink in a way it’s an indication of where oralhealth sits in the bigger scheme of things… there’s this constant ‘blameship’ thing …(Wuchopperen management).If the program is to be sustained, accordingto a member of the Steering Committee, andexperience is the driver for motivating dentalvolunteers to recruit or to return for a secondor third visit, it might be worth ‘Filling the Gap’providing a range of host sites. A member of thedental staff agreed: If there were other programsat other locations with a similar sort of set up[these might be] attractive to other dentists aswell.In that regard, the Committee felt that they hadnot yet fully tapped the pool of potential recruitsas some had already expressed their desire towork somewhere more remote or exotic.Well my wife has been telling me that theyshould organise a clinic over at The Kimberleyor something; go over there too (Dentalvolunteer).While they’re not so keen on Cairns, wellThursday Island, if that was on the cards, theywould love to go (Dental unit staff member).Another volunteer was more circumspect:I think they have to bear in mind how bigis that section of the dental profession inAustralia that is willing to volunteer and if youhave too many [sites] you’re going to stretcheverything too thin, because I don’t think it’s aninfinite number that are willing to volunteer andso you might end up with having lots of sitesand not enough people to fill all of them.Several dental volunteers mentioned during theirinterview that they were in fact willing to makea return visit; it is just their own disorganisationstopping them. Others have filled in thepaperwork but not confirmed the dates they areavailable.In terms of replicating the role played by thedental unit team, the capacity and trainingexpertise of the Dental Manager was spoken ofhighly: So between us [the Steering Committee],we’ve become a unit and she is part of thespearhead of that if we wanted to make thishappen anywhere else. So that’s a good thingthat’s come out of it (Steering Committeemember).When stakeholders were asked the questionwhat are the key things that make ‘Fillingthe Gap’ work that would be essential to theprogram’s implementation elsewhere, theirresponses included:• Flexibility: You know, in the clinic, everyonehas to be flexible really … (Dental unit staffmember).• Very experienced staff: You can have a reallyrough time with patients and you can havedifficult things, but if you’ve got staff aroundyou that are supportive and are there for thesame reason ... (Dental volunteer).• Good basic equipment: There was one dentistwho indicated that over a short term the dentalfacilities were not as important as long asthere were surgical kits, like scissors.51
Word of Mouth• One volunteer was emphatic that for theprogram to work elsewhere, comparablesupport would have to be in place.• Oversight: I think you do need somebodyto oversee and provide a continuum like [theDental Manager] does, and• A car is a big incentive!Image 7: Siobhan Morgan, Marion Norrie, Gael Kennedy and Uri Windt promoting ‘Filling theGap’ at the 32rd Australian Dental Congress, 2007, Sydney.Courtesy ‘Filling the Gap’52
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WORD OF MOUTH:Evaluation of the ‘
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Contents‘Filling the Gap’ Indig
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Foreword‘Filling the Gap’ began
Page 9 and 10: Word of MouthMethodA mixed methods
Page 11 and 12: Word of MouthPart C: Perceptions of
Page 13 and 14: Word of MouthThe ongoing improvemen
Page 16: Authors’ noteAll italicised quote
Page 20 and 21: Filling the GapThe Oral Health Care
Page 24: Filling the GapThe dental volunteer
Page 27 and 28: Word of Mouth20both acute and preve
Page 29 and 30: Word of Mouthincluding the experien
Page 31 and 32: Word of Mouthwith the Board’s per
Page 34 and 35: Part A: The Who and the WhatA multi
Page 36: Filling the GapTypes of care 2006 2
Page 39 and 40: Word of Mouthvolunteer dentists in
Page 41 and 42: Word of Mouththe program and freque
Page 43 and 44: Word of Mouth36to go with what mate
Page 45 and 46: Word of Mouthupdated after a Mobile
Page 47 and 48: Word of Mouthinstitution in Austral
Page 49 and 50: Word of MouthGiven that Medicare do
Page 51 and 52: Word of MouthThis respect and admir
Page 53 and 54: Word of Mouthwhen there have been t
Page 55 and 56: Word of Mouth48spending time in the
Page 57: Word of Mouth‘What’s the driver
Page 61 and 62: Word of Mouth54concern was that den
Page 63 and 64: Word of Mouth56Despite these import
Page 65 and 66: Word of Mouthon providing dental ca
Page 67 and 68: APPENDIXAppendix 1: Wuchopperen and
Page 69 and 70: APPENDIX62Word of Mouth
Page 71 and 72: APPENDIX64deep set and the extra do
Page 73 and 74: APPENDIX66Aboriginal and Torres Str
Page 75 and 76: APPENDIXThe Queensland study found
Page 77: APPENDIX70of services that instil r
Page 80 and 81: APPENDIXdeveloped [19], including d
Page 82 and 83: APPENDIXAppendix 3: Participants’
Page 84 and 85: APPENDIXAppendix 4: Invitation to p
Page 86 and 87: APPENDIXFTGvolunteersinterviewedPre
Page 88 and 89: Appendix 7: Tabulated data, Part A:
Page 90: APPENDIXAppendix 9: Suggested impro
Page 93 and 94: APPENDIXcomputer, on the patient ap
Page 95 and 96: APPENDIXAppendix 11: Poster present
Page 97 and 98: APPENDIX• Delivering a holistic a
Page 99 and 100: APPENDIXprovide routine dental trea
Page 101 and 102: Word of Mouth15. Australian Dental
Page 103 and 104: Word of Mouth9652. Cane R, Filling
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