1. Early findings from qualitative research October 2013

2. 1 Early findings from qualitative research Collaboration between: NatCen Social Research University of Leeds University of Stirling Funded by the National Institute for Health Research School for Social Care research This presentation presents independent research. The views expressed are those of the authors and not necessarily those of the NIHR SSCR or the DH, NIHR or NHS.’

3. 2 This research aims to find out why. Why have we done this research? Social care surveys consistently find lower levels of satisfaction amongst black and minority ethnic (BME) groups.

4. 3 Qualitative approach Depth interviews about people’s experiences Purposive sampling approach, to capture range and diversity of views and experiences. Not representative of the population. 61 depth interviews with service users and relative About people and their stories

5. 4 Provider interviews: Are there any differences in how service providers work with BME groups? What we did Service user and relative interviews: Are there any differences in how users of social care experience services across groups?

6. Access to Care Knowledg e Skill Third parties Negotiating the care system Making contact with LA Social workers Additional barriers among BME groups Language + poor education Crisis point Knowing help is available Expectations Additional barriers among BME groups Stigma

7. ‘We remain last in the queue for everything because we don't even get to know about our rights, what we are entitled to’ Relative of female service user, Pakistani origin, London

8. What can be done to reduce reluctance in accessing formal social support? Improving access to care How can local authorities help BME groups navigate the care system? How can local authorities raise awareness of social care services among BME groups?

9. Social Workers Satisfaction Dissatisfaction Lack of continuity Unreliable Additional factors among BME groups Lack of cultural sensitivity Language interpreters Knowledgeable about the care system Keeping in touch Additional factors among BME groups Being sensitive to the needs of the family, as well as service user

10. ‘All I can say is his [social worker’s] attitude was different and he seemed more knowledgeable, and he was willing to push the levers.’ Relative of female service user, Bangladeshi origin, London

11. 10 Improving satisfaction with social workers What would help social workers to work effectively with BME groups? How can local authorities help BME groups navigate the care system?

12. Care Workers Satisfaction Dissatisfaction Lack of continuity Poor quality care, unfriendly, being late, rushing Unmet care needs Professional + Friendly Going over and beyond Person centred approach Ethnic matching Contact with care provider organisation Additional factors among BME groups Lack of cultural sensitivity Language Expectations Role of the family

13. ‘So the ones [care workers] who really care and the ones who are going through the motions, so it all boils down to the attitude“ Relative of male service user, 18-60, Bengali London

14. How can care workers be supported in working with Bangladeshi and Pakistani service users? Improving satisfaction with care workers What can care workers do to overcome cultural differences between themselves and service users? What can local authorities and provider organisations do to make ethnic matching possible? Should care workers be from the same community as service users?

15. Receiving Care Control and consistency in care Time Expectations of Care workers Carer - service user relationship

16. ‘I mean that's [carer’s visit] probably the highlight of your day’ Male, service user, 60+, white British, Leeds

17. Relationships + Communication Social Workers LA Commissionin g Culture Care worker Provider Organisations SU Family Health professional s

18. 17 How can local authorities and provider organisations communicate in ways that benefit service users?

19. If you want further information or would like to contact the author, Senior Researcher T. 020 7549 7170 E. Valdeep.gill@natcen.ac.uk Visit us online, natcen.ac.uk Thank you