A survey of a representative sample of 62 parents of Down's syndrome infants revealed a high level (58 per cent) of dissatisfaction with the procedure for disclosing the diagnosis and with the immediate counselling services. From the replies and previous reports, a 'model procedure' was set up in one Area Health Authority to test the hypothesis that dissatisfaction is inevitable. Parents receiving the 'model procedure' reported 100 per cent satisfaction, compared with 20 per cent in a control group. It was concluded that dissatisfaction is not inevitable but results directly from organisational difficulties in not providing the necessary service.