#SpeakUp: ZEST

Zest used a Healthwatch Sheffield Speak Up grant to explore the experiences of Black, Asian, Minority Ethnic and Refugee (BAMER) women in accessing health services. Two consultation events involving over 60 women, mainly from Yemeni, Middle Eastern and North African backgrounds, examined barriers to healthcare, communication issues and understanding of local services. Participants valued the opportunity to share their experiences and highlighted both positive and negative interactions with the NHS.

The strongest theme was communication. Many women reported difficulties communicating with healthcare professionals because English was not their first language. Concerns included healthcare staff speaking too quickly, lack of translated information, difficulties using interpreters, and reliance on relatives to help navigate appointments and treatment. Some women described attending hospital appointments without fully understanding why they were there or what would happen. Participants also wanted more information in community languages and greater use of text messages rather than long letters. 

Access to GP services was another important issue. Women reported difficulties obtaining appointments, uncertainty about their rights to choose a GP practice or request a female doctor, and a lack of awareness about alternative health services such as pharmacies and NHS telephone advice. Many felt more support was needed to improve health literacy and confidence in using healthcare services. At the same time, participants identified factors that helped them access care, including good interpretation support, trusted healthcare professionals and community organisations such as Zest that provided advice and guidance. 

The report recommended improving communication with people whose first language is not English, providing information in community languages, offering longer appointments when interpreters are needed, increasing awareness of patients’ rights and improving access to female doctors where requested. Zest also committed to delivering workshops on health rights and family health, improving its own communication methods and continuing to support women to better understand and access local health services.