Report on Eastern European communities

Healthwatch Kent spoke directly to people who had an Eastern European background and now living in Thanet to understand their experiences of health and social care services in Thanet.

Methodology:
• Healthwatch Kent spoke face to face with 46 people from Eastern European communities in Thanet, mainly Margate
• Visited a Family Liaison Group.
• Organised a focus group and interviewed community members.
• Big Red Bus Tour in Margate.
• Met with Practice Managers from Thanet GP surgeries to hear about their issues.
• Met with Thanet Clinical Commissioning Group to understand about the interpreter services that they commission

Findings: to health and
• Access to health and social care remains inconsistent for Eastern European communities in Thanet
• Many people found difficulty in registering, getting appointments and communicating their concerns
• Continue to hear regular stories of family members, often children, acting as interpreters
• Some patients are more likely to attend A&E because they cannot get access to a GP or cannot get an interpreter.

Recommendations:
• Practices should clarify whether patients need a translator and encourage more patients to use the free translation services
• Staff must be given practical training such as myth busters about migration and how to work with interpreters
• Communication aids should be provided for reception staff
• Translated materials which are culturally appropriate for patients on a wide range of topics should be available in GP surgeries and community venues
• Appointment times should be extended when interpreters are needed
• Services need to build relationships with their communities to build trust and overcome entrenched issues
• Providers and commissioners should proactively engage with communities to ensure they have a constructive two way relationship and hear directly from the Eastern European community
• Healthwatch Kent will publish an update about our progress in 6 months’ time