Experiences of local health services: Findings of research in partnership with Young Beacons
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Healthwatch Coventry undertook research on the experiences of local health services among Black African, Black Caribbean and other diverse communities in partnership with Young Beacons. The research aimed to understand how people use NHS services, how they receive information about healthcare, and what improvements they would like to see. Young Beacons used surveys, face-to-face conversations, telephone discussions and community outreach to engage participants, reaching 124 people, the majority of whom lived in Coventry.
Overall, participants reported largely positive experiences of NHS services, with almost half of all comments being positive. GP services were the most commonly used service, and many people said they received good care and support. However, a significant number of respondents described difficulties accessing GP appointments, long waits on the telephone, limited appointment availability, and concerns about not always feeling listened to or taken seriously by healthcare professionals.
The research also identified challenges around information and communication. Although most participants understood the information they received from NHS services, some found it difficult to access or understand information, particularly where English was not their first language. Participants called for more information in different languages, better communication from healthcare professionals, greater awareness of available services, and improved understanding of the specific health needs of Black communities.
Healthwatch concluded that while most participants had good experiences of health services, longstanding concerns remained about GP access and obtaining clear information. The findings reinforced previous Healthwatch recommendations for improving access to GP appointments, reducing waiting times, providing more accessible and culturally appropriate information, and ensuring that people feel listened to when accessing healthcare services.