Abstract

The data to be discussed in this paper arose from a study of the experiences of parents who had an unborn baby with a serious abnormality. The study used multiple methods to assess parents’ satisfaction with aspects of their care which thus allow us some insights into methodological issues in the numerical rating of satisfaction. It is increasingly being recognised that ‘satisfaction’ is a complex construct whose measurement is problematic. There is a growing literature on this topic, including a systematic review published by the NHS R&D Health Technology Assessment programme (Crow et al 2002). In the present paper, we will outline some of the specific issues in measuring and defining satisfaction which arose in this study and which we believe have much wider applicability. Although they inevitably serve to draw attention to the limitations of numerical scoring of satisfaction, they also illuminate the concept of satisfaction and enrich our understanding of it.