Investigating BME involvement in NEAS services and recruitment

Healthwatch Newcastle worked with the North East Ambulance Service (NEAS) to explore awareness of ambulance services and barriers to recruitment among Black, Asian and Minority Ethnic communities. Four focus groups involving 64 participants from Asian, Chinese, Roma, refugee and asylum-seeking communities were held between December 2016 and January 2017.

While most participants were familiar with the 999 service and generally reported positive experiences, awareness of other services was very low. Only three people knew about NHS 111, and language barriers were a major issue. Participants highlighted difficulties understanding medical terminology, fast speech, regional accents and the availability of translation services. Some also raised cultural concerns, including preferences around gender when discussing sensitive health issues. 

Participants suggested that NEAS should improve communication through multilingual information, community outreach, schools, cultural events, social media and partnerships with local community organisations. Many were also unaware of the range of jobs available within NEAS and felt discouraged by perceived qualification requirements, lack of confidence, language barriers and concerns about discrimination. Several people expressed interest in volunteering as a route into employment. 

Overall, Healthwatch concluded that NEAS needed to strengthen engagement with BAME communities, improve access to information and language support, promote volunteering and recruitment opportunities more effectively, and work with trusted community organisations to improve understanding of services and increase workforce diversity.