quality in services for disabled children and their families: what can theory, policy and research...

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CHILDREN & SOCIETY VOLUME 15 2001) pp. 237±252 DOI: 10.1002/chi.658 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. Introduction The notion of quality in terms of de®nition and measurement seems both simple and complex. Warr and Kelly, 1992:3) This succinct analysis highlights a seemingly endemic pro- blem; although we frequently talk about `quality' this does not mean that we understand the concept or have a clear de®nition that allows us to achieve good `quality', valued services within the public sector. As Pfeffer and Coote 1991) note, the concept can serve many purposes depending on how it is used and by whom. Theorists, service providers and service users can interpret and experience `quality' differently. This paper explores the experiences and perceptions of `quality' in services that disabled children/young people and parents/ carers hold. However, ®rst we begin by reviewing a number of general theoretical models surrounding the concept of `quality'. These models are then considered in relation to key policy guidelines and initiatives. Although diverse, similarities exist between theoretical models and policy guidelines, particularly with regard to providing opportunities for service users and their families to express ideas and have these listened to and respected. Indeed, listening to and respecting Copyright # 2001 John Wiley & Sons, Ltd. Wendy Mitchell and Patricia Sloper University of York Correspondence to: Dr Wendy Mitchell, Social Policy Research Unit, University of York, Heslington, York YO10 5DD. E-mail: [email protected]

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Page 1: Quality in services for disabled children and their families: what can theory, policy and research on children's and parents' views tell us?

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