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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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