Black, Asian and ethnic minority groups experiences of health and social services and the role of the CQC
Download (PDF 449.39 KB)Summary of report content
Healthwatch Croydon was commissioned by the CQC to undertake engagement with people from Black and Ethnic Minority backgrounds. The report consists of 5 detailed case studies which examine people’s experience of health and care services and challenges they face in engaging with services and CQC.
Key issues in the case studies included
- Not being listened to or believed, which affects people’s confidence in using complaints processes
- Lack of integration of services for people with complex or multiple conditions
- Largely knowledge of CQC was low or non-existent
- People wanted to see better communication between staff and patients and their families, involving them in decisions about their care
- Online or remote services don’t work well for people with limited English
- Encouraging more diversity and understanding about the background of patients would help better engagement with them and improve patient experience.