Satisfaction with social care services among South Asian and White British older people: the need to understand the system

Abstract

National surveys show that people from minority ethnic groups tend to be less satisfied with social care services compared with the white population, but do not show why. Research indicates that barriers to accessing services include lack of information, perceptions of cultural inappropriateness and normative expectations of care. Less research has examined the experience of minority ethnic service users after they access services. This study conducted in-depth interviews with 82 South Asian and White British service users and family carers, the majority of whom were older people. Thematic analysis was used. The key theme was understanding the social care system. Participants with a good understanding of the system were more able to adapt and achieve control over their care. Participants with a poor understanding were uncertain about how to access further care, or why a service had been refused. More White British than South Asian participants had a good understanding of the system. There was more in common between the South Asian and White British participants' experiences than might have been expected. Language was an important facilitator of care for South Asian participants, but ethnic matching with staff was less important. Recommendations include better communication throughout the care process to ensure service users and carers have a clear understanding of social care services and hence a better experience.

Older south Asian women sharing their perceptions of health and social care services and support: A participatory inquiry

“…The women wanted a confidential, trusting, and dignified relationship with key gatekeepers such as their GP, but due to GP workloads and appointment systems, this was not always possible. These negative experiences of formal care might be one reason why Willis, Khambhaita, Pathak and Evandrou found that surveys consistently demonstrate how people from BAME groups are less satisfied with social services compared with others. Other research also suggests that older people, in general, want to be actively listened to, with services tailored to their needs, and that professionals should give “good care” that respects diversity and individual choice…”

“…Findings from these surveys consistently demonstrate how people from BAME groups are less satisfied with social services, compared with others (eg, The NHS Health and Social Care Centre). Willis, Khambhaita, Pathak, and Evandrou further emphasise that this is an important finding, as services should be appropriate for all needs. Research suggests that those who are satisfied with service provision are more likely to comply and seek support for future needs …”

“…This research is supported by findings from user experience surveys. Willis, Khambhaita, Pathak, and Evandrou, in their study exploring satisfaction with social care services among South Asian and White British older people, suggest that these surveys are used by British public sector services to monitor quality and ensure accountability. Findings from these surveys consistently demonstrate how people from BAME groups are less satisfied with social services, compared with others (eg, The NHS Health and Social Care Centre).…”

The fragility of “white Irish” as a minority ethnic identity in England

“…The participants were service users, informal carers, and social care practitioners. The aim of the interviews was to understand reasons for satisfaction with social care, and to examine how ethnicity, language, religion, and culture might have a bearing (Willis et al 2015). Ethical approval was obtained from the Social Care Research Ethics Committee.…”

Evaluation of a carers' information programme culturally adapted for South Asian families

“…[3][4][5][6] This may be due to lack of awareness of dementia in minority ethnic groups, with memory problems being viewed as a normal part of ageing. 7,8 Willis et al, 9 Parveen et al, 10 and Greenwood et al 11 report a number of perceived barriers for minority ethnic communities accessing services, such as navigating complex social care pathways, language barriers, cultural stigma, lack of community-based services, concerns about cultural and religious appropriateness of services, and culturally preferred coping strategies.…”