Early findings
from qualitative
research
October 2013
Early findings from qualitative
research
Collaboration between:
 NatCen Social Research
 University of Leeds
 University of Stirling
Funded by the National Institute for Health Research
School for Social Care research
This presentation presents independent research. The
views expressed are those of the authors and not
necessarily those of the NIHR SSCR or the DH, NIHR
or NHS.’
1
Why have we done this
research?
Social care surveys
consistently find lower
levels of satisfaction
amongst black and minority
ethnic (BME) groups.
2
This research aims to
find out why .
Qualitative approach
 Depth interviews about people’s experiences
 Purposive sampling approach, to capture range and
diversity of views and experiences. Not representative
of the population.
 61 depth interviews with service users and relative
 About people and their stories
3
What we did
Service user and relative
interviews: Are there any
differences in how users of
social care experience
services across groups?
4
Provider interviews: Are
there any differences in
how service providers work
with BME groups?
Access to Care
Knowledg
e
Expectations
Additional barriers among
BME groups
Stigma
Third
parties
Knowing help is available
Negotiating the care system
Making contact with LA
Social workers
Additional barriers among BME
groups
Language + poor education
Crisis point
Skill
‘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 of female service user, Pakistani origin, London
Improving access to care
How can local authorities
raise awareness of social
care services among BME
groups?
What can be done to
reduce reluctance in
accessing formal social
support?
How can local authorities
help BME groups navigate
the care system?
Social Workers
Satisfaction
Lack of continuity
Knowledgeable about the care
system
Unreliable
Keeping in touch
Additional factors among
BME groups
Lack of cultural sensitivity
Additional factors among
BME groups
Being sensitive to the needs of
the family, as well as service
user
Language interpreters
Dissatisfaction
‘All I can say is his [social
worker’s] attitude was different
and he seemed more
knowledgeable, and he was
willing to push the levers.’
Relative of female service user, Bangladeshi origin, London
Improving satisfaction with social
workers
What would help social
workers to work
effectively with BME
groups?
10
How can local
authorities help BME
groups navigate the
care system?
Care Workers
Satisfaction
Lack of continuity
Professional + Friendly
Poor quality care, unfriendly,
being late, rushing
Going over and beyond
Unmet care needs
Person centred approach
Ethnic matching
Contact with care provider
organisation
Additional factors among BME
groups
Lack of cultural sensitivity
Language
Expectations
Role of the family
Dissatisfaction
‘So the ones [care workers] who
really care and the ones who are
going through the motions, so it
all boils down to the attitude“
Relative of male service user, 18-60, Bengali London
Improving satisfaction with care
workers
What can care workers
do to overcome cultural
differences between
themselves and service
users?
How can care workers be
supported in working with
Bangladeshi and Pakistani
service users?
Should care workers be
from the same
community as service
users?
What can local
authorities and provider
organisations do to
make ethnic matching
possible?
Receiving Care
Control and
consistency in care
Expectations of
Care workers
Carer - service user
relationship
Time
‘I mean that's [carer’s visit]
probably the highlight of your
day’
Male, service user, 60+, white British, Leeds
Relationships +
Communication
Provider
Organisations
LA
Commissionin
g
Care
worker
Social
Workers
Health
professional
s
SU
Family
Culture
How can local authorities and
provider organisations
communicate in ways that benefit
service users?
17
Thank you
If you want further information or
would like to contact the author,
Senior Researcher
T. 020 7549 7170
E. Valdeep.gill@natcen.ac.uk
Visit us online, natcen.ac.uk