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Table 5 CEOs’ and managers’ perspectives of the project

From: Formative process evaluation of a guideline-driven process for improving the cultural responsiveness of alcohol and drug treatment services

Theme

Description and quotes

Services benefited from participating in the project

Services and staff built capability and skills around specific activities involved with culturally responsive service delivery. Many staff reported that they found the project resources useful, particularly audit outcome reports, the Guideline, and the action planning tool (completed by staff in the implementation workshop to plan actions over the subsequent three months).

The Guidelines are useful, but I would say the audit report was even more useful … having an organisation actually come in actually go, “this is where you’re doing well. These are the areas you can improve on,” I think that’s really very valuable. So, moving forward, I would suggest that we’re probably going to look at the recommendations in the audit report rather than the Guidelines.” Manager, service J

Audits and audit outcome reports prompted change

Managers reported that completing the audits and receiving the audit outcome reports provided them with new insights and ideas about how cultural responsiveness principles can be applied in practice. Sometimes, staff members reported that they devised and applied new strategies around cultural responsiveness before they attended the implementation workshop and completed action planning.

“There’s been two new clients since [the audit] last week that are Aboriginal, and [staff] have started conversations, good policy conversations about the greetings, the welcoming [environment]...” Manager, service D

There was personal benefit from the project

Many staff reported benefits arising from learning new skills/knowledge as part of the project, or from spending time working on a different project to their useful duties.

“From my end as a clinician, I could look at it as professional development, because there are things I didn’t learn at university, I didn’t learn in placement, but now I’m equipped with these resources that I’ve passed on to the team.” Manager, service J

There is keen interest among staff around implementing cultural responsiveness

Delivering culturally responsive care was viewed as an important aspect of service delivery.

“It’s been a really positive for us, and I think it’s given us a really good framework of where we need to step up and what we can be doing a little bit more … and what things will be looking like for us to move forward to be working in a safe place for our clients.” Manager, service L