The healthcare experiences of BME communities in Surrey

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Summary of report content

Healthwatch Surrey created the 'Our health matters : The healthcare experiences of BME communities in Surrey' report to find out about and compare the experiences of health services by black and minority ethnic groups in Surrey with those of the wider population. Investigations into the patient experience, report that BME groups tend to describe less positive experiences relating to their healthcare than their White counterparts, so this project aimed to investigate this in more detail in Surrey. Fifty one case studies of the healthcare experiences of members of various black and minority ethnic communities were completed in spring and summer 2014. Participants were asked to share their stories and experiences - what happened, what was good, what could have been better and how they felt. Over 200 questionnaires were completed by respondents from eight different ethnic groups. Some findings from the case studies included: • Nearly 60% of interviewees rated their experience as good or excellent. Just over 30% rated it as poor • A common feature of the experiences was difficulty in making appointments and in communicating. Interviewees reported becoming more anxious because they did not understand clearly what was going on. In some cases, an interpreter was made available, but in others little support was offered • Lack of confidence is cited by many as a reason for not asking or seeking help when they do not understand Some findings from the questionnaires included: • Over 70% said they were confident that they had enough information about the health services available to them • 44% said that communication was a barrier to accessing services • 70% say that health services understand their culture and community There are no recommendations made in the report, however it does suggest many issues found in the report warrant additional exploration and discussion. I also makes clear the next steps of raising awareness in various health care services providers and commissioners in the area.

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General details

Report title 
The healthcare experiences of BME communities in Surrey
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Sunday, 1 March, 2015
Type of report 
Report
Key themes 
Access
Administration
Admission
Booking appointments
Building and facilities
Communication between staff and patients
Consent to care and treatment
Continuity of care
Discharge
Health and safety
Health inequalities
Health promotion
Health protection
Information providing
Interpreters
Medication
Patient records
Prescription
Public involvement
Quality of appointment
Quality of care
Quality of treatment
Referrals
Service delivery organisation and staffing
Staff attitudes
Staff training
Support
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
BME
Healthwatch reference number 
Rep-5870

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Survey
How was the information collected? 
Research
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Health visitor
Urgent care services
Secondary care services 
Acute services with overnight beds
Appointments
Day care
Inpatient care
Outpatients
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
251
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.