One size does not fit all: moving towards delivering culturally competent services

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Summary of report content

Healthwatch Enfield undertook research into minority ethnic groups’ experience of health and social care during the Covid-19 pandemic.  They worked with the Enfield Race Equality Council and the Enfield Caribbean Association to develop and publicise a survey.  To ensure that they had a good participation rate from a wide range of communities, they changed the way data was collected so that the method worked for each group contacted.  In total they engaged with 195 people.

Overall nearly a quarter of people needed some form of help and support during the first wave of the pandemic, including shopping and ordering and picking up prescriptions.  Just over half didn’t get the support they needed, compared to 22% of white people in their previous Covid-19 survey.

The most popular source of information reported by minority ethnic communities was television and radio in their own language.  Just over half reported using mainstream media sources, compared to just under three quarters of white people in their previous survey.

Just over half needed help from their GP during the pandemic.  Two in five had to miss a health appointment during the pandemic.  One in five needed medical help in relation to coronavirus.

Nearly a third needed a translator to communicate with professionals.  Turkish people were the most likely group to need a translator.

Over one in ten of participants didn’t have internet access at home for online appointments, and a similar number didn’t have a device to allow them to access the internet.  A third couldn’t make an appointment online either because they didn’t have the right equipment or because English wasn’t their preferred language.

Although nearly all the participants were aware of the flu vaccine, just over half said they would have one this year. 

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General details

Report title 
One size does not fit all: moving towards delivering culturally competent services
Local Healthwatch 
Healthwatch Enfield
Date of publication 
Wednesday, 2 December, 2020
Date evidence capture began 
Tuesday, 1 September, 2020
Date evidence capture finished 
Saturday, 31 October, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Health protection
Information providing
Quality of care
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

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

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Asian / Asian British
Black/ African / Caribbean / Black British
Mixed / multiple ethnic groups
Other ethnic group
Sexual orientation 
Not known
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? 
Not applicable
Is there evidence of impact in the report? 
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.