ESOL for health

Healthwatch Bristol facilitated two workshops in November 2015 as part of the ESOL (English for Speakers of Other Languages) for Health programme delivered by Wellspring Healthy Living Centre and City of Bristol College. The programme helps people with limited English understand how to access NHS and other health services, develop health-related vocabulary and build confidence in navigating the healthcare system. Healthwatch used the workshops to gather feedback from participants about their experiences of health and social care services. 

Participants generally spoke positively about their experiences of GP services, often describing GPs as friendly and helpful. However, discussions highlighted a number of challenges for people whose first language is not English. Awareness of interpretation services, including Language Line and Health Links translators, was mixed, and some participants were unsure about their entitlement to language support. Difficulties were also reported in understanding healthcare processes, including access to treatment funding and reimbursement arrangements. 

The workshops revealed wider issues around health literacy and knowledge of NHS services. Participants were often unaware of alternatives to Accident and Emergency, such as NHS 111, and some said they would attend A&E if they became unwell outside GP opening hours. Comparisons were also made with healthcare systems in participants' home countries, particularly around waiting times and access to diagnostic tests. Mental health services and routes to accessing support were additional topics of discussion. 

Overall, Healthwatch Bristol concluded that targeted engagement through ESOL programmes can help improve understanding of health services while giving voice to the experiences of people who may otherwise be underrepresented. Recommendations focused on increasing awareness of interpreting services, providing clearer information for healthcare professionals about treatment funding and eligibility issues, and promoting understanding of the range of NHS services available so that people can access the most appropriate care.