RECEIVING
CARE
Communication between LAs and
Providers
Ethnic Matching
Provider staff believed that the best way to meet the needs of service
users from different ethnic groups was to match care workers to
service users on ethnicity, gender and, if possible, language.
“The only solution is if carers are from the same background when possible,
especially with the older generation, as the cared for.” (Careworker)
On referring someone to a provider organisation, local authorities
gave limited or insufficient information about the person. For example,
information on ethnicity and language needs were not always
provided.
“There's never anything on the paper that says this is a BME group or this
person can’t speak English. That would be very useful to us.” (Home care
What can local authorities and provider organiations do to
make ethnic matching possible?
manger)
How can local authorities and provider organisations
communicate in ways that benefit service users?
Care Worker Training
Building Rapport
Interpersonal skills of care workers were as important as practical
skills and knowing how to do the job. Having a positive attitude could
bridge language barriers.
“They [white British care workers] are jolly. They also call me mum.”
(Relative, Bangladeshi origin)
What can care workers do to overcome cultural
differences between themselves and service users?
Apart from generic equality and diversity training, no provider
organisations offered training on culturally-sensitive care.
“[You could] train staff to understand some bits of the language.” (Day centre
manager)
How can care workers be supported in working with
Bangladeshi and Pakistani service users?
The 3 key
recommendations to
improve satisfaction
with receiving social
care are…
ACCESSING CARE
Raising Awareness
Reducing Stigma
There was a perception that local authorities had a poor
understanding of black and minority ethnic service users’ needs.
Bangladeshi and Pakistani groups were especially unlikely to know
about or access LA social care services despite having had critical
needs for years.
“We remain last in the queue for everything because we don't even get to
know about our rights, what we are entitled to” (Relative, Pakistani origin)
It was widely assumed that there was a stigma attached to
professional social care within south Asian groups, because family
members were expected to provide care at home.
“I think within the Asian community, sometimes they don't ask for that
extra help, because it's not seen as the done thing.” (Day Centre, senior
manager)
How can local authorities raise awareness of social care
services among Bangladeshi and Pakistani groups?
What can be done to reduce reluctance in accessing
formal social support among Bangladeshi and Pakistani
groups?
Access
Social Workers
Bangladeshi and Pakistani groups felt they had to ‘fight’ for services.
Local authority automated telephone helplines were problematic for
people who spoke poor English. The paperwork involved in
challenging LA decisions also put them at a disadvantage, largely
because of the language barrier.
“Actually we have no idea what to do, what not to do, where to go, where
not to go, where to get help from, where not to get help from” (Relative,
Pakistani origin)
How can local authorities help Bangladeshi and Pakistani
groups navigate the care system?
Bangladeshi and Pakistani groups did not expect their social worker
to speak their language; however cultural barriers between social
worker and service users were sometimes present.
“[The ethnic background of the social worker does not matter] as long as
they understand the culture.” [Service user, Pakistani origin)
What would help social workers to work effectively with
Bangladeshi and Pakistani groups?
The 3 key
recommendations to
improve satisfaction
with accessing social
care are…
Getting Care
SERVICE USER DISCUSSION
Bangladeshi and Pakistani people found it difficult to get the care
they need. One reason for this was because local authorities were
difficult to get in contact with.
“Actually we have no idea what to do, what not to do, where to go, where
not to go, where to get help from, where not to get help from” (Relative,
Social workers
Bangladeshi and Pakistani people did not think social workers need
to speak the same language as them. People did want social workers
to understand their culture.
“[The ethnic background of the social worker did not matter] as long as
they understand the culture.” (Service user, Pakistani)
Pakistani)
What would make it easier to get the care you need?
Care workers from the same
community
People believed that it would be good to have care workers from the
same community and speak the same language as the people they
help.
“The only solution is if carers are from the same background.” (Careworker)
Should care workers be from the same community as
you?
How can social workers help you better?
Care Workers
People said that having a care worker that talks nicely and treats you
well is important. People wanted a friendly care worker even if they
did not speak the same language.
“They are jolly. They also call me mum.” (Relative, Bangladeshi)
How should care workers treat you and talk to you?
The 3 key
recommendations to
improve satisfaction
with social care are…
GATHERING DATA ON SERVICE USER SATISFACTION
Suitable Translations
Gathering the views of users
When using Urdu and Bengali translations of the questionnaire,
understanding was impeded by the quality and style of the translated
survey questions. Use of translated questionnaires is low on the
Adult Social Care Survey.
“It should be written in proper Urdu, if it is written like that then it would be
good. It will be easier to read and understand …If you read it two or three
times then you will understand it.” (Carer, Pakistani origin)
Service users are often helped in completing satisfaction surveys
and this is more common among BME groups. This help includes
someone discussing the answers, writing for the user or even
completing it on the user’s behalf. We found that sometimes the
views of the relative rather than the service user were recorded.
“Mum... this is a form from the social service about you, right. I will fill it
and send it then. Usually she agrees on it.” (Carer, Pakistani origin)
How can translations and information about translated
questionnaires be improved?
How can questionnaires be presented to make it clear it is
the views of the service user which should be given?
Which services?
Understanding the questions
Service users (BME and white) did not always think just about local
authority social care services when answering satisfaction
questions. The services considered varied from question to
question but included NHS services, police and other council
services.
“They look after you, make you feel safe…You can trust a copper to be
helpful…They care for you in the community” (Service user, Bangladeshi origin)
What implications does this have for analysis? How
could the questions be asked in a way which focuses on
social care services?
There were a few terms used in the questions which were not
universally understood and this can particularly affect people whose
first language is not English. The easy read versions had easier
language but service users can be drawn to select answers with
smiley faces (happy and sad faces are used next to answer
categories).
“I like that one…because it’s happy” (Service user, Pakistani origin)
What could be done to simplify the questions to make
them easier to understand?
The 3 key
recommendations for
gathering and using
data on satisfaction
with social care are…