Community research 2015/2016: Black and minority ethnic groups accessing services in Islington

The Healthwatch Islington Diverse Communities Health Voice report (2015/16) presents findings from community research with Black and minority ethnic (BME) residents in Islington about their experiences of health and care services. The research was carried out by a consortium of ten local community organisations through focus groups, interviews, and questionnaires, engaging several hundred participants from diverse backgrounds. 

Overall, the report finds that many people from diverse communities face barriers in accessing and navigating health services, particularly due to language difficulties, lack of information, and limited awareness of their rights. 

Hospital services

The report shows that many patients were not aware of their legal right to choose which hospital they attend, and around half said they had not been offered a choice by their GP. Even when choice was offered, information to support decision-making—such as waiting times or quality—was often limited. 

Patients’ decisions were mainly influenced by location, convenience, and previous experiences. While experiences of hospital care were generally positive, significant problems were reported, including poor communication, long waiting times, and lack of interpreting services. 

There was strong support for more services being provided in community settings closer to home, particularly because of travel difficulties and costs. However, some participants expressed concerns about whether community-based services would offer the same level of expertise and equipment as hospitals. 

Primary care (GP services)

The report highlights major difficulties in accessing GP appointments, especially outside standard opening hours. Most respondents said they needed appointments when practices were closed, particularly in the evenings or at night.  

Booking systems were often described as inaccessible and frustrating, especially for people with language barriers or disabilities, leading some patients to rely on others to make appointments or to attend A&E instead. 

While many participants valued their relationship with their own GP, they were sometimes reluctant to use alternative practices, even if this meant quicker access. Telephone and online consultations were seen as helpful in some situations, but not suitable for all patients, particularly those needing interpreters or preferring face-to-face consultations.

Experiences of care were mixed: respondents valued caring, responsive staff, but reported problems including poor treatment, lack of follow-up, long waits, and communication issues. 

Staying healthy and self-care

Participants identified many challenges in maintaining their health, including language barriers, financial constraints, limited access to services, and demanding personal circumstances such as caring responsibilities or long working hours. Healthy living was sometimes seen as expensive or difficult to sustain, especially where access to affordable exercise opportunities or healthy food was limited. 

People reported trying to stay healthy through exercise, healthy eating, and following medical advice, but were often hindered by time constraints, mental health issues, lack of support, and limited accessible information.

Participants emphasised the need for better information, more community-based activities and workshops, and improved access to services, including interpreting support. Community organisations were seen as important, trusted spaces for promoting health and wellbeing. 

Key priorities and recommendations

The report concludes that improving access, communication, and patient awareness should be central to service development. Key recommendations include:

• Ensuring patients are informed about their rights, including the right to choose services.
• Providing clear, accessible information in multiple languages.
• Expanding community-based services while maintaining quality.
• Improving interpreting provision and monitoring its effectiveness.
• Making GP services more accessible, including extended hours and better booking systems.
• Working more closely with community organisations to reach marginalised groups