Newcastle BME involvement in services

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Summary of report content

Healthwatch Newcastle were asked by the North East Ambulance Service to carry out research on people’s experiences of their services, including why minority ethnic people didn’t apply for jobs within the ambulance service.  They ran four focus groups during December 2016 to January 2017, involving 64 people.

The research found that language was a key barrier for many. Most were unaware that the Service  used Language Line.  They also didn’t understand the medical jargon used by emergency operators and some with a good understanding of English struggled to understand the Geordie accent.  Some groups mentioned cultural considerations.

The groups wanted better information about different services in their own languages, and had other suggestions about how to improve awareness.

Everyone was unaware of the large and varied amount of jobs available with NEAS. Many attendees assumed roles merely included paramedics and telephone operators, both requiring highly skilled professionals with a fluency in English. People were put off by the amount of qualifications required for jobs. Others felt more detail was required about specific qualifications for job roles and these should be publicised via leaflets and flyers.

The report included four recommendations about improving engagement with minority ethnic groups.

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General details

Report title 
Newcastle BME involvement in services
Local Healthwatch 
Healthwatch Newcastle Upon Tyne
Date of publication 
Wednesday, 1 February, 2017
Date evidence capture began 
Thursday, 1 December, 2016
Date evidence capture finished 
Tuesday, 31 January, 2017
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Health inequalities
Information providing
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
Focus group
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency
Ambulance services
NHS 111

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Mixed / multiple ethnic groups
Specific ethnicity if known 
Any other ethnic group
Gypsy or Irish Traveller
Sexual orientation 
Not known
Other population characteristics 
Refugees or asylum seekers
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

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.