Ethnicity and satisfaction with social care in England: Measurement, determinants, and outcomes

Willis, Rosalind, Khambhaita, Priya, Pathak, Pathik and Evandrou, Maria (2017) Ethnicity and satisfaction with social care in England: Measurement, determinants, and outcomes. 21st IAGG World Congress of Gerontology and Geriatrics, , San Francisco, United States. 23 - 27 Jul 2017.

Abstract

Satisfaction with social care services is routinely measured with Likert scales, and surveys have consistently found that people from minority ethnic groups are less satisfied than white people in England. These surveys cannot explain the reasons for the differences found. Therefore, qualitative interviews (n=121) with South Asian and White British service users, family carers, and social care staff were carried out to explore reasons for high or low satisfaction. Thematic analysis focused on three areas: (i) the satisfaction measurement itself, (ii) reasons for satisfaction, and (iii) how staff coped with working across diversity. People who gave the same responses to the Likert scale actually had very different experiences, indicating both that the surveys do not capture the full story and also that individuals understand the scale differently. People with a clear understanding of the social care system were better able to work collaboratively with care staff to meet their needs, and thus had a higher satisfaction level. A clear understanding is facilitated by greater opportunities to become familiar with the social care system, and so first-generation migrants are disadvantaged compared to the British-born. Finally, social care staff who adopted a culturally reflexive working style, and were comfortable asking questions about cultural or religious difference, were more confident working with clients who differed from themselves. Recommendations are to include a qualitative component in satisfaction surveys, increase outreach communication about how social care services work, and to encourage staff to recognise and discuss diversity.

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Contributors

Author: Rosalind Willis

Author: Maria Evandrou

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