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.
Newcastle BME involvement in services
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
Communication between staff and patients
Service delivery organisation and staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Urgent and emergency care services
Accident & emergency
Number of people who shared their views
Mixed / multiple ethnic groups
Specific ethnicity if known
Any other ethnic group
Gypsy or Irish Traveller
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?
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?
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?
What type of impact was determined?