Navigating the NHS: voices from immigrant communities in Bournemouth
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Healthwatch Dorset wanted to look at first and second-generation immigrants’ experiences of accessing NHS services, focusing particularly on how effectively the NHS communicated with them. Over a 10-week period, from May to July 2025, young volunteers spoke to 88 first or second-generation immigrants with experience of an NHS service. They spoke mostly to young people, under 18 who had lived in the UK for more than 10 years. They spoke to an almost equal number of first and second-generation immigrants to the UK who had come from a range of 12 countries and spoke one of 18 different first languages.
Positive experiences with NHS services
- 87% of survey respondents felt NHS services were accessible to them as immigrants.
- 67% believed NHS services met their specific needs as first or second-generation immigrants.
- 60% rated their overall NHS experience as four stars or above (out of five).
- 30% described their overall experience as ‘Easy’ or ‘Good’. 26% described it as ‘Average’. Only 15% described it as a ‘Difficult’ or ‘Bad’ experience overall.
- Positive sentiment included being treated equally regardless of background and supportive staff helping to reduce worry.
Challenges and barriers
- 45% felt the NHS did not understand their cultural needs.
- 48% reported difficulties accessing NHS services. Only 25% reported no difficulties; 27% were unsure.
- 72% had never received NHS information in their native language.
- Only 3% had used an interpreter. Among those who used translated materials or interpreters, 57% rated the experience as ‘Average’. Many relied on younger family members to translate, which:
- forced them to share personal medical details, possibly causing discomfort.
- Put pressure on younger individuals.
- Could lead to inaccuracy in translated information passed on.
Key barriers identified by respondents
- Difficulty navigating the NHS system and lack of clear information.
- Language barriers – 16% specifically wanted language support improvements.
- Lack of trust in the healthcare system.
- Cultural misunderstandings or lack of cultural competence.
- Long wait times, especially for GP appointments, dentistry and Emergency Department visits