Report on Eastern European communitie_Listen to ME, Kent

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Summary of report content

Healthwatch Kent spoke directly to people who had an Eastern European background and now living in Thanet to understand their experiences of health and social care services in Thanet. Methodology: • Healthwatch Kent spoke face to face with 46 people from Eastern European communities in Thanet, mainly Margate • Visited a Family Liaison Group. • Organised a focus group and interviewed community members. • Big Red Bus Tour in Margate. • Met with Practice Managers from Thanet GP surgeries to hear about their issues. • Met with Thanet Clinical Commissioning Group to understand about the interpreter services that they commission Findings: to health and • Access to health and social care remains inconsistent for Eastern European communities in Thanet • Many people found difficulty in registering, getting appointments and communicating their concerns • Continue to hear regular stories of family members, often children, acting as interpreters • Some patients are more likely to attend A&E because they cannot get access to a GP or cannot get an interpreter. Recommendations: • Practices should clarify whether patients need a translator and encourage more patients to use the free translation services • Staff must be given practical training such as myth busters about migration and how to work with interpreters • Communication aids should be provided for reception staff • Translated materials which are culturally appropriate for patients on a wide range of topics should be available in GP surgeries and community venues • Appointment times should be extended when interpreters are needed • Services need to build relationships with their communities to build trust and overcome entrenched issues • Providers and commissioners should proactively engage with communities to ensure they have a constructive two way relationship and hear directly from the Eastern European community • Healthwatch Kent will publish an update about our progress in 6 months’ time

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General details

Report title 
Report on Eastern European communitie_Listen to ME, Kent
Local Healthwatch 
Healthwatch Kent
Date of publication 
Friday, 3 March, 2017
Date evidence capture began 
Friday, 3 March, 2017
Date evidence capture finished 
Friday, 3 March, 2017
Type of report 
Public opinion
Key themes 
Communication between staff and patients
Information providing
Public involvement
Quality of appointment
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
What type of organisation requested the work 
Primary research method used 
User stories
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 
GP practice

Details about conditions and diseases

Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
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? 
Not known
Types of health and care professionals engaged 
Does the information include other people's views? 
Not known
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? 
Yes action has been taken or promised
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? 
Network related 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.