Black, Asian and Minority Ethnic Patient Experience report - Hospitals
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Healthwatch Bromley, Healthwatch Ealing, Healthwatch Hammersmith & Fulham, Healthwatch Hounslow, Healthwatch Lewisham and Healthwatch Waltham Forest report on an analysis of their feedback from 1,007 people from different ethnic backgrounds about hospitals for the period April 2020 to March 2021.
Collection of equality monitoring data was reduced during the course of the Covid-19 pandemic and the alternative engagement methods utilised during the period. Overall average star ratings for each ethnic group are at 4 out of 5 stars (when rounded). 83% of people from the White Ethnic Group rate positively (4 or 5 stars) compared to 74% of people from BAME groups.
The issue receiving the lowest star rating for the White Ethnic group was ‘Ease of getting through on the phone’. For Asian, Black, Mixed and Other Ethnic Groups it was for ‘Waiting Times’. For the highest scoring areas there was a little more variation: White and Mixed ethnic groups – cleanliness; Asian and Black ethnic groups – Staff Attitude.
Waiting times receives not only the lowest star ratings overall, but also the highest levels of variance in ratings by different ethnic groups. This is followed by ‘Quality of Care’ and ‘Getting through on the telephone’ with the second and third highest levels of variance respectively.
Analysis of qualitative comments from patients show very similar levels of positivity within the ‘Staff’ and ‘Administration’ themes for both White and BAME groups. Analysis of qualitative comments show disparate levels of positivity within the ‘Quality of care/treatment’ and ‘Appointments’ themes: Quality of Care – 80% vs 67% for White and BAME groups; Appointments - 45% vs 22%.