Quality in services for disabled children and their families: what can theory,policy and research on children's and parents' views tell us?

Many discourses surround the concept of ‘service quality’, however, it continues to remain partial and ambiguous. This paper seeks to unpack ‘quality’ in services for disabled children and their families. Theoretical models are initially reviewed and then considered in relation to key policy guidelines, empirical data drawing upon parents' and children's experiences of ‘quality’ in services are presented. This paper demonstrates the many different levels within the concept of ‘quality’ and highlights the importance of recognising and respecting that children and parents frequently value different aspects of ‘quality’. Copyright © 2001 John Wiley & Sons, Ltd.