Community research 2016/2017: Black and minority ethnic groups accessing services in Islington

Healthwatch Islington worked with a consortium of 10 organisations in Islington to understand the experiences of Black and minority ethnic residents when accessing health and social care services. The study aimed to improve understanding of health issues, increase diverse participation in feedback systems, and make services more accessible through information and signposting. 

The methodology involved interviews and focus groups with 207 residents, alongside additional Health Voice questionnaires. Participants were predominantly female and from a wide range of ethnic backgrounds, with many having caring responsibilities or disabilities. 

Pharmacy services were widely used, mainly for prescriptions, over‑the‑counter medicines, and advice on minor ailments. Most respondents rated pharmacies positively, particularly valuing convenience and staff support. However, there was low awareness of additional services such as health checks or vaccinations. Many participants wanted pharmacies to provide more services to reduce the need for GP visits, but some expressed concerns about trust and staff expertise. 

In terms of well-being, most respondents supported the idea of GP practices acting as “one-stop shops” that could provide access to wider services such as housing advice, mental health support, and health education. Barriers to accessing fitness and wellbeing services included cost, lack of nearby facilities, limited women-only options, caring responsibilities, and lack of information. Social prescribing (referral to non-clinical services) was viewed positively and seen as a way to increase participation. 

Regarding Accident and Emergency (A&E) use, about half of respondents had attended A&E within the past two years. Most felt their visit was necessary, often due to the seriousness of their condition or difficulty accessing GP appointments, especially outside normal hours. The report found low awareness of alternative services, such as extended-hours GP provision (IHUB) and walk-in centres, and some lack of trust in these alternatives. 

The report highlighted significant issues with interpreting services. While some users reported positive experiences, many encountered problems such as delays, lack of availability (especially in A&E), poor quality interpretation, and lack of choice of gender. Some patients relied on friends or family instead, and others were unaware that interpreting services were available. Requests for interpreters often led to longer waiting times, creating barriers to access. 

Access to referrals for specialist services was mixed. Experiences depended heavily on GP communication, understanding of patient needs, and access to interpretation. Some respondents found the process straightforward, but others reported delays, repeated GP visits, or refusal of referrals, sometimes leading to worsening conditions or alternative treatment-seeking. Patients wanted clearer information on waiting times, specialist expertise, and hospital location when choosing where to be referred. 

A key feature of the project was information and signposting, with around 180 participants receiving direct support. Common needs included help with interpreting services, pharmacy awareness, accessing GP appointments, referrals, and welfare or housing advice, demonstrating the added value of community-based engagement.

The report concludes with recommendations for improving services, including better promotion of extended GP hours, improved awareness of pharmacy and community services, enhanced quality and monitoring of interpreting services, and stronger equality and diversity training for healthcare staff. It also highlights the need for clearer information for patients and better coordination between services.