Service Standards Research Articles

A financial inclusion model for Nigeria: Standardizing advisory services to reach the unbanked

Financial inclusion remains a significant challenge in Nigeria, where a large segment of the population, particularly in rural areas, lacks access to formal financial services. This review proposes a standardized advisory services model designed to bridge the gap between financial institutions and the unbanked. The model aims to address key barriers, including low financial literacy, lack of trust in financial systems, and limited access to technology and infrastructure. By integrating financial literacy programs, digital advisory platforms, and community-driven partnerships, the model offers a comprehensive solution to expand financial inclusion in Nigeria. The review explores the demographic characteristics of Nigeria’s unbanked population and the underlying reasons for their exclusion from the formal financial system. It highlights the role of standardized advisory services in building trust and providing accessible financial education, savings, and credit opportunities. Drawing from global examples such as Kenya’s M-Pesa and India’s Jan Dhan Yojana, the model incorporates best practices for outreach and engagement. A critical component of the model is its reliance on digital and mobile technology to deliver services to underserved communities. Additionally, the review emphasizes the importance of a strong regulatory framework, with the Central Bank of Nigeria playing a key role in monitoring and enforcing standards. The model also outlines challenges to implementation, including cultural resistance, technological infrastructure gaps, and sustainability concerns. By promoting financial inclusion, this advisory services model is expected to foster economic empowerment, poverty reduction, and overall economic growth in Nigeria. The review concludes with policy recommendations, urging collaboration between public and private sectors to ensure the scalability and success of the model across diverse regions. Keywords: Financial Inclusion, Advisory Services, Nigeria, Review.

Escalation of Transportation Service Quality at the Angkoetan Motor Repoeblik Indonesia (Damri) Surabaya

The development of the times encourages the community to focus on the advancement of science and technology, to create optimal public services. Transportation is one of the sectors that is greatly affected by technological advances. The escalation of people's mobility demands has led to an increase in very significant means of transportation that are not proportional to the number of existing vehicles, resulting in congestion on the streets. Given the importance of the role of transportation, the government needs to provide mass transportation services that are by the needs of services that are regular, safe, comfortable, fast, precise, and affordable. This study uses a qualitative descriptive approach through observation, direct interviews, and documentation to collect data. The goal is to collect detailed information on improving the quality of DAMRI transportation services and analyze the factors that support and hinder these services. The results of the study show that the escalation of DAMRI service quality focuses on the Minimum Service Standards for Road-Based Mass Transportation, namely security, safety, comfort, affordability, equality, and order.

Knowledge, Skills, and Practices of Global Service Standards Among Graduate Students at Saint Joseph Institute of Technology (SJIT)

This study employed a descriptive research design to examine the knowledge, skills, and practices (KSP) related to global service standards among graduate students at Saint Joseph Institute of Technology (SJIT). Using convenient sampling within the "Global Trends in Service Excellence" course, data was collected through a 30-item knowledge test and a survey questionnaire assessing skills and practices. Descriptive statistics, including mean, frequency, and percentage, were utilized for analysis. Results demonstrated a strong foundation in understanding global service standards. Additionally, student respondents showed high proficiency in collaboration, creativity, critical thinking, digital literacy, and dedication to customer-focused, ethical, and sustainable practices. While adaptability remains an area for potential growth, the findings suggest that SJIT graduate students are well-positioned to succeed in the global service environment. This study offers valuable insights for educators and institutions aiming to prepare students for careers in a globalized service sector.

RISK BEHAVIOR, HEALTH PROMOTION, AND HYPERTENSION IN PRODUCTIVE COMMUNITIES IN THE UPTD TAPOS DEPOK AREA

In 2021 at the Tapos Health Center, out of 9,352 hypertensive patients aged ≥ 15 years, only 1,547 people (16.5%) received standard services. This problem is a serious health challenge because hypertension contributes to the high mortality rate in the region. The purpose of this study is to identify the problem and its causes and provide alternatives to the existing problem. The research design used for this study is descriptive analytical. This research aims to identify problems and their causes and provide alternatives to existing problems. Data collection and observation were carried out offline and then the data was processed using the Matrix Criteria Method. The results obtained for the problem that is the top priority is the low public interest in health promotion. Therefore, alternative problem solving is needed that can increase public interest in participating in health promotion. As a solution, planning sustainable health programs related to hypertension is a top priority to increase public awareness and participation in hypertension prevention. The program includes periodic health checks, counseling, and joint sports activities. It is hoped that through this program, it can overcome the low public interest in health promotion and ultimately help reduce the risk of hypertension and improve overall public health.

Characteristics and Effects of the Last Kilometre of the Tourist City from the Dynamic and Static Perspectives

The accessibility of the “last kilometre” of a tourist city has a profound impact on the travelling experience of tourists. In-depth understanding of the characteristics and spatial effects of the “last-kilometre” traffic accessibility in tourist cities is conducive to further enhancing the accessibility of traffic travel and forming a new industry development pattern of deep integration of traffic and tourism. The results show that: (1) Private transport accessibility is significantly better than public transport accessibility, and the strong economic strength of large cities such as Peking, Shanghai, and Nanjing support a wider coverage of public transport compared with cities such as Qinhuangdao, Dalian, Ningbo, etc. Even for the middle-income and high-income groups of the large cities, the advantage of the broader travelling cost of public transport is still significant. (2) The average values of the fluctuation coefficients of travel time of public transport in tourist cities are all smaller than those of private transport, and public transport is less sensitive to traffic congestion, making it a more reliable choice for tourist travel. The higher number of public transport grids with more anomalous fluctuations and much larger fluctuations than private transport grids suggests that there is an urgent need to strengthen the standardisation of public transport services in the corresponding areas. (3) Urban tourism development has been moving from single-line to network development, and the impact of urban transport on urban–regional tourism development has been manifested in the place fission effect, corridor diffusion effect, and regional equilibrium effect. In general, our findings have been useful in understanding the accessibility characteristics of the “last kilometre” in tourist cities, optimizing the efficiency of inter-regional and intra-city transport connections, constructing a fast and convenient travel transport system, improving the accessibility of transport trips, and forming a new development pattern for the deep integration of transport and tourism.

Electronic health records model to improve the quality of patients' healthcare.

Electronic health records (EHR) has been acknowledged for bringing down healthcare costs and enhancing hospital service standards. The aim of this study was to develop an EHR model to lower patient treatment costs and enhance healthcare quality in South African public healthcare. In this study, a cross-sectional quantitative methodology was used. The research data for this study were provided by medical healthcare professionals, at Dr. George Mukhari Academic Hospital (DGMAH). This included doctors, nurses, pharmacists, radiologists, and radiographers who completed a semi-structured questionnaire. The final model's findings show that the use of EHR significantly improves information quality (IQ) and positively influences medical errors reduction (MER). Knowledge quality (KQ) has a positive significant impact on MER, whereas IQ has a considerable negative impact on MER. Furthermore, cost reduction in patient treatment (CRPT) has a positive significant influence on MER. Patients obtain better medical care when medical professionals have access to complete and accurate information. Medical errors can be reduced or even prevented with the use of EHRs, which can lead to better patient outcomes. The quality of patient care at South African public hospitals and in other developing countries can be enhanced by using this framework as a guide to reduce treatment costs.

Treatment Options and Referral Pattern among Patients with Retinal Diseases Attending an Eye Clinic in a Tertiary institution, North Central Nigeria.

Objectives: The aim of the study was to determine the treatment modalities and pattern of referral of patients with retinal diseases in the eye clinic. Methods: All consenting new patients attending the eye clinic were recruited for the study and interviewed by the author. The treatment offered to the participants diagnosed with retinal disease (medical, surgical, LASER, optical or a combination) was recorded. Information on the patient’s referral for vitreoretinal consultation (this could be ‘yes’ or ‘no’) and reasons for the referral were also documented and analyzed. Results: treatment options for the 278 study participants were: medical for 100 (36%), optical for 94 (33.8%) optical correction, surgical for 24 (8.6%), LASER photocoagulation for 6 (2.2%) and a combination of LASER photocoagulation and intravitreal avastin injection for 20 (7.2%) patients. Counselling and watchful expectancy accounted for treatment of 34 (12.2%) patients. Seventy-four patients of the 278 included in the study had retinal diseases. Of these 74 with retinal diseases, 46 (62.2%) were referred to vitreoretinal units out of which 39 (84.8%) patients were referred to the vitreoretinal unit in JUTH and 7 (15.2%) were referred to vitreoretinal units elsewhere. The referrals were largely on account of unavailability of requisite equipment in 3 (42.8%) patients, surgical expertise in 2 (28.6%) patients and patient request in 2 (28.6%) cases. Conclusion: The need for establishment of standard vitreoretinal services strategically in each geo-political zone of Nigeria to cater more efficiently to the needs of patients with retinal diseases and appropriate referral cannot be overemphasized

Exploring Guilin's Destination Image Via User-Generated Content: A Computational Methods

This study quantify mainland China's destination image through international tourists' user-generated content (UGC), with a specific focus on Guilin, utilizing advanced computational techniques such as Latent Dirichlet Allocation (LDA) for topic modeling and sentiment analysis. It systematically evaluates online travel reviews to distill key themes and emotional sentiments that shape Guilin's image, uncovering a rich tapestry of cognitive perceptions and affective reactions related to its natural scenery, cultural engagements, service standards, and logistical facets. The application of topic modeling and sentiment analysis provides a nuanced understanding of the cognitive and affective dimensions defining Guilin's destination image. While positive sentiments largely highlight the region's aesthetic and experiential allure, negative sentiments reveal critical areas for improvement, such as perceived value and infrastructure, which are vital for enhancing tourist satisfaction and reinforcing Guilin's appeal in the global tourism market. This research applies LDA and sentiment analysis to interpret UGC offer a calculable methodological approach for broader application in destination image studies. By aligning perceptual and emotional insights with destination marketing strategies, the findings offer actionable intelligence to optimize tourist experiences and enhance destination loyalty. This approach not only enriches the academic understanding of destination images but also provides practical frameworks for destination managers to harness the full potential of UGC in shaping and refining the global image of tourism locales.

Fintech ‘frontiers’ and the platformed motorcycle: Emergent infrastructures of value creation in African cities

Concerned with financialized extraction, the exploitation of precarious workers and racialized violence, critical scholars call for greater attention to the coloniality of financial technology (fintech) expansion in Africa. In this article, we echo the utility in foregrounding coloniality, but argue that it should be read as one among multiple, specific, and entangled ways in which fintech is creating new forms of value in the context of Africa’s urbanization. To make this case, we focus on the nexus between platforms, motorcycle taxis and fintech. In three different African cities, we observe how fintech maps onto the impulses and desires of the private sector and the state alike to use fintech to enact various forms of value creation. In Nairobi, the motorcycle has become the testbed of assetization experiments that seek to create data-rich and less fuel-dependent economies; in Kigali, the state-led and platform-enabled standardization of motorcycle services intends to create fiscal, planning, and regulatory values; and in Cape Town, legacy supermarket chains enroll motorcycles and fintech offerings to algorithmically integrate urban economies of labor and retail. Tracing these processes illuminates the different rationalities, ingenuities, and technological entanglements that, beyond the endurance of coloniality, shape Africa’s fintech moment.

Historical drivers of HCV Subtypes 1b and 3a in Thailand and 6f in Phetchabun, an HCV endemic area of the country.

The World Health Organization has set a target to eliminate viral hepatitis as a public threat by 2030. In pursuit of this goal, Thailand initiated a hepatitis C virus (HCV) microelimination project targeting Phetchabun province, a well-recognized high-burden HCV endemic area. However, the historical transmission dynamics of HCV in Phetchabun, and in Thailand in general, remain unclear. This study investigates the epidemic histories of HCV in Phetchabun, focusing on Subtypes 1b, 3a, and 6f, and their relationship with HCV in other regions of Thailand, using molecular phylogenetic analyses. Our results reveal nationwide the presence of Subtypes 1b and 3a, while Subtype 6f is mainly confined to Phetchabun. The initial spread of Subtype 1b was inferred to coincide with World War II and the period of suboptimal medical and hygienic standards in Thai blood transfusion services, suggesting a correlation between the two. The early expansion of Subtype 3a was, on the other hand, found to correlate with the epidemic of intravenous drug use in Thailand during the time of Vietnam War. The early expansion of Subtype 6f, in contrast, appears to coincide with the period of severe regional political conflict and social and economic instability. All these findings suggest the complex interplay between social determinants of health and HCV transmission. Post the mid-1990s/early 2000s, all subtypes showed significantly reduced population growth rates, aligning with improvements in blood transfusion safety standards, the nationwide "War on Drugs" policy, and enhanced accessibility to public healthcare and HCV treatments. These combined efforts likely have contributed to curbing the spread of HCV in Thailand. Nevertheless, our analyses reveal that the prevalence of HCV in Thailand remains high overall, emphasizing the need for further research and a nationwide approach to more effectively reduce the HCV burden in Thailand.

Universal substance use care for adolescents with chronic medical conditions: a protocol to examine equitable implementation determinants and strategies for SBIRT at a pediatric hospital

BackgroundAdolescents with chronic medical conditions (CMC) use alcohol and marijuana at levels equal to or even greater than their peers without CMC and are more likely to initiate substance use at 14 years or younger. Approximately 33% of adolescents with CMC binge drink alcohol and 20% use marijuana. When using substances, adolescents with CMC are at elevated risk for problem use and adverse consequences given their medical conditions. Although there has recently been progress integrating substance use services into adult hospitals, there has been almost no implementation of standardized substance use services into pediatric hospitals for adolescents with CMC. Screening, Brief Intervention, and Referral to Treatment (SBIRT) for adolescents is an evidence-based, public health approach to promote the early detection and intervention of risky alcohol use in high-risk youth. This paper describes a study protocol combining two leading implementation science frameworks, the Consolidated Framework for Implementation Research (CFIR) and the Health Equity Implementation framework (HEIF), to engage pediatric hospital partners (hospital staff and clinicians, patients with CMC, and caregivers) to identify and specify contextual determinants of SBIRT implementation, which can be used to derive implementation strategies to optimize SBIRT adoption, reach, and fidelity.MethodThis study will use semi-structured interviews and focus groups with pediatric hospital partners (e.g., hospital staff and clinicians, adolescent patients, and caregivers) to identify SBIRT implementation determinants, using semi-structured interview and focus group guides that integrate CFIR and HEIF dimensions.DiscussionUnderstanding implementation determinants is one of the first steps in the implementation science process. The use of two determinant frameworks highlighting a comprehensive set of determinants including health equity and justice will enable identification of barriers and facilitators that will then map on to strategies that address these factors. This study will serve as an essential precursor to further work evaluating the feasibility of and the degree of engagement with SBIRT among this vulnerable pediatric population.

Multidisciplinarity as per Service Standard: How governments worldwide ensure public services are developed well

Public services are not transformed by service designers, at least not alone. Designing, implementing and changing a service requires numerous skills, roles and areas of expertise. Governments around the world have realised this and are implementing quality working standards for new public services, all of which call for multidisciplinary approaches.

Implementation of a Novel Pathway to Integrate Palliative and Oncology Care for Patients With Acute Myeloid Leukemia in a Community Hospital

PURPOSE Historically, patients with hematologic malignancies are referred to palliative care less often and later in the disease trajectory than those with solid tumors. Recent evidence demonstrates the benefit of early, integrated inpatient palliative care (PC) for patients with acute myeloid leukemia (AML) receiving chemotherapy at academic centers. The current study evaluated the feasibility of implementing standardized early palliative care services (PCS) during hospitalization for AML treatment in a community setting. METHODS Starting June 2018, automated consultations for PCS were incorporated into clinical pathways to encourage early, integrated services for patients receiving chemotherapy for AML with an expected hospital stay of 4-6 weeks. Expectations were established that consultations would be performed within 72 hours of request; patients would have two visits per week by a palliative care clinician and at least one visit by a member of the interdisciplinary team. To measure the feasibility of this intervention, data on number of patients who received palliative care consultation and time to palliative care consultation were compared with institutional historical controls. RESULTS On the basis of retrospective chart review, the postintervention group (n = 21) had greater PCS compared with historical controls (n = 28; 95% v 36%). The average number of PC team member visits per patient was significantly greater after the intervention: PC clinicians (1.04-8.05, P < .001), chaplains (1.3-3.3, P = .0085), and social workers (1.0-4.3, P < .001). Of those patients who received PCS, 74% had their initial palliative medicine consultation within 3 days of a clinician's order and 100% within 4 days. CONCLUSION We have demonstrated the feasibility of implementing standardized integration of PCS for patients with AML hospitalized for treatment in a community setting.

Nanomembrane blazed grating coupler for vertical fiber-chip interface

Mid-infrared (mid-IR) silicon photonics holds promising applications for the Internet of Things, LiDAR, and optical communications. Perfectly vertical grating couplers are superior mid-IR light coupling techniques, featuring ease of packaging, positioning flexibility, and mass production scalability. However, high-efficiency mid-IR perfectly vertical grating couplers still need to be developed due to the difficulties of efficiently engineering grating directionality and diffracted light at long wavelengths. In this paper, we present a mid-IR nanomembrane blazed grating coupler with segmented structure engineering based on a standard multi-project wafer service. The method is based on exploring the improvement of the grating directionality and modal overlap by combining grating units with different structures and thicknesses. Experimental results showcase a maximum coupling efficiency of −4.4 dB with a 3-dB bandwidth of ∼70 nm at 2100 nm wavelengths. This study contributes to the strategy of designing exceptional grating couplers with multiple functional units, paving the way for developing mid-IR photonic integrated circuits based on silicon photonics foundries.

A Scoping Review on the Management of Open Fractures in African Trauma and Orthopaedics Centres.

An open fracture is when the fractured part of a bone is exposed to the external environment by breaching the overlying soft tissue and skin.Open fractures often arise from high-energy injuries, and the risk of microbial contamination is high. There is a need to understand the management of open fractures in Africa by assessing the overall prevalence of open fractures, the mechanisms of injury, management approaches and outcomes. A literature search was conducted using PubMed, African Journal Online, and Google Scholar regarding open fracture management in Africa from inception till date. Thirty-nine (39) studies were included in this review. Road traffic accidents represented the majority of all mechanisms of open fractures, with the Tibia being the most affected bone. 320 cases were classified as Gustilo Anderson Type 1, with 487 classified as Type 2. Type 3 was divided into 3A (330), 3B (248), and 3C (34). Most studies recorded the immediate administration of intravenous antibiotics, but tetanus prophylaxis was only given in 13 studies, while initial debridement and washout were done in 35 studies. External fixators and Kirschner wires were most used for initial fixation. Follow-up for patients was between six weeks to 50 months. There were 645 cases of malunion, 83 cases of non-union, and 88 patients who had delayed union. There were 147 cases of wound infection and 119 cases of pin tract infections. Our findings emphasize the need for standardized protocols and robust emergency services to manage open fractures within Africa.

Guideline for Developing Glamping Tourism in China: A Case Study of Gansu

Background and Aim: In China, glamping is experiencing rapid growth. With its unique advantages, Gansu Province has created opportunities for the development of glamping tourism. Despite challenges such as inadequate facilities and low service standards, glamping tourism in the province holds immense potential. This study aims to analyze tourism development in Gansu Province and propose recommendations for the advancement of glamping tourism. Materials and Methods: This study employed a quantitative research approach. A questionnaire survey was conducted among 400 glampers aged 18 and above who had visited Gansu Province and stayed at ten glamping sites over the past three years. The survey covered demographic information, travel habits, motivations, and tourist satisfaction. Descriptive statistical analysis, mean, and variance analysis were conducted using SPSS to quantify the relationships between different factors. Results: The research findings indicate that Gansu's unique natural beauty and rich cultural heritage contribute to high levels of tourist satisfaction with the abundance of nature and cultural landscapes. However, significant differences in satisfaction were observed in various aspects of glamping, including the glamping site environment, shower and toilet facilities, power and drainage infrastructure, emergency medical assistance, and security assurance, suggesting the need for further improvement. Additionally, external traffic and internal route planning were identified as significant factors influencing tourist satisfaction. Conclusion: The survey results indicate that glampers have high satisfaction with natural and cultural landscapes. However, there are significant differences in satisfaction regarding the campground environment, sanitation facilities, power and drainage infrastructure, transportation, emergency medical assistance, and safety measures. Analyzing the data, the following development guidelines are derived: enriching experiences, improving facilities, enhancing safety measures, reducing costs, promoting environmental conservation, integrating cultural heritage, fostering cooperation, and establishing feedback mechanisms. These measures aim to facilitate the sustainable development of glamping, attract more visitors, and promote economic prosperity.

Enhancing cross-cultural communication for Chinese tourists in non-native English-speaking destinations: a study of sociolinguistic competence and politeness challenges

Abstract The current study explores the sociolinguistic challenges experienced by Chinese tourists. The purposive sampling approach was applied for data collection to comprehend the respondents’ communication hurdles. Online and offline questionnaires were also distributed to accommodate senior travellers. A total of 964 valid responses were gathered, which reflected the increasing trend of outbound tourism among Chinese nationals. The present study employed sociolinguistic competence as a mediating variable (specifically, its interplay with intercultural communication anxiety and politeness) within the Communicative Competence Model (CCM) framework. Several strategies that consider the nuanced aspects of language and culture are also proposed. The findings can potentially enhance service standards in the tourism sector by improving Chinese visitors’ intercultural communication experiences in various international destinations.

Academic Libraries’ Obstacles and Problems During Covid-19 pandemic: Librarians’ Response to Service Model

This research articles explore about problems and obstacles faced by academic librarians due tocovid-19 outbreak through analysing of multiple data volumes. Covid-19 outbreak raised multiple problemsnot only for entire society but also for academic librarians, to explore the pattern of obstacles and problemswhich were faced by academic librarian a survey approach was utilized to get data needed for the currentresearch paper. The Covid-19 pandemic had an impact on how all associations and institutions operated,which led to the emergence of numerous issues and challenges that human had never before faced,similarly academic librarians also faced many problems such as total shut down of academic libraries,budget constraint, problems in collection development, mentally health of library employees, providingstandard services during covid-19 outbreak and many more. In response to these obstacles and problemacademic librarians adopted new approach to provide standard services to library patrons. The outcomeof this research will definitely help the academic librarians to deal the situation like SARS 2 pandemic inthe future.

A Global Environmental Scan of Competencies for Mobility Assistive Product Provision.

Competencies defined in practice standards and frameworks promote safe and effective healthcare by underpinning training curricula and service standards. The provision of mobility assistive products involves a range of professionals, each guided by various standards and frameworks that define various competencies. This environmental scan aimed to identify global resources containing professional competencies applicable to mobility assistive product provision and to compare them against a gold standard. Competencies for mobility assistive products were found in 14 resources of diverse types. While there were similarities between competency standards, such as service steps, there were also significant differences, such as minimum education levels and competency domains. This environmental scan highlights an opportunity for professionals providing mobility assistive products to collaborate and establish unified competencies. Standardizing these competencies could harmonize training, regulation, and service standards, thereby improving coordination and service quality. Additionally, this approach could serve as a model for developing standardized competencies for other assistive products, such as hearing and vision aids, enhancing outcomes across various assistive technology types.

Establishing Quality Indicators and Implementation Priorities for Post-Stroke Aphasia Services Through End-User Involvement.

Currently, there are no agreed quality standards for post-stroke aphasia services. Therefore, it is unknown if care reflects best practices or meets the expectations of people living with aphasia. We aimed to (1) shortlist, (2) operationaliseand (3) prioritise best practice recommendations for post-stroke aphasia care. Three phases of research were conducted. In Phase 1, recommendations with strong evidence and/or known to be important to people with lived experience of aphasia were identified. People with lived experience and health professionals rated the importance of each recommendation througha two-round e-Delphi exercise. Recommendations were then ranked for importance and feasibility and analysed using a graph theory-based voting system. In Phase 2,shortlisted recommendations from Phase 1 were converted into quality indicators for appraisal and voting in consensus meetings. In Phase 3,priorities for implementation were established by people with lived experience and health professionals following discussion and anonymous voting. In Phase 1, 23 best practice recommendations were identified and rated by people with lived experience (n = 26) and health professionals (n = 81). Ten recommendations were shortlisted. In Phase 2,people with lived experience (n = 4) and health professionals (n = 17) reached a consensus on 11 quality indicators, relating toassessment (n = 2), information provision (n = 3),communication partner training (n = 3),goal setting (n = 1),person and family-centred care (n = 1)and provision of treatment (n = 1). In Phase 3,people with lived experience (n = 5) and health professionals (n = 7) identified three implementation priorities: assessment of aphasia,provision of aphasia-friendly informationand provision of therapy. Our 11 quality indicators and 3 implementation priorities are the first step to enabling systematic, efficientand person-centred measurement and quality improvement in post-stroke aphasia services. Quality indicators will be embedded in routine data collection systems, and strategies will be developed to address implementation priorities. Protocol development was informed by our previous research, which exploredthe perspectives of 23 people living with aphasia about best practice aphasia services. Individuals with lived experience of aphasia participated as expert panel members in our three consensus meetings. Wereceived support from consumer advisory networks associated with the Centre for Research Excellence in Aphasia Rehabilitation and Recovery and the Queensland Aphasia Research Centre.