Barriers to accessing Primary Care Services for Rotherham residents, where English is not the first language

Healthwatch Rotherham wanted to look into the experience of people with English as an additional language when accessing GP appointments.  They undertook a survey to which 37 people responded.

Healthwatch first looked into the issues those with English as an additional language had in accessing Primary Care services over 3 years ago. Sadly, it appears not much has improved. 

Just over one in five respondents had lived in the UK for less than a year, with 17% of those having lived here just 6 months. Many of these struggled to speak, write, read and understand English, making basic tasks a struggle. Seventeen percent do not have access to any devices on a regular basis, including a basic phone and 6% could not access the internet. 

Combine this with language barriers and communication issues, and participants feel anxious and worried about not being able to book or access medical appointments, or even the knowledge of how to do this. 

Almost all of the participants we spoke to had registered with a GP surgery already, however, getting an appointment seemed to be a much harder process. The main issue was access to translation/interpreter services. Many expressed their difficulties in communicating both with the GP receptionist as well as the medical professional. The consequences of this included not being able to secure an appointment, not being able to understand the medical professional and what they were saying, and not understanding test results.  Patients felt that often they were rushed and that people were not very patient or understanding to their situation and communication difficulties. 

Healthwatch also discovered that this was not just limited to GP surgeries. Although the most common answer, respondents also had communication issues when trying to access other services such as pharmacies, dentist and Rotherham Hospital. It is clear more work needs to be done to ensure patients are provided with translators as and when required, and not just at the medical appointment itself. 

This report has highlighted the issues of actually booking an appointment when English is not the first language. If an appointment cannot be secured due to a lack of understanding, the patient is missing out on a potential vital medical appointment that those with English as a first language can access with a higher level of ease. It is important that patient needs are discussed upon registering at a GP surgery, allowing the practice to provide provisions for patients including translated leaflets and patient information, translators in appropriate formats (via telephone, face to face etc) and translator availability at each part of the GP process, including at reception as well as at the consultation itself.