Navigating the NHS: Voices from immigrant communities in Bournemouth

Key findings

Positive experiences with NHS services

• 87% of survey respondents felt NHS services were accessible to them as immigrants.
• 67% believed NHS services met their specific needs as first or second-generation immigrants.
• 60% rated their overall NHS experience as four stars or above (out of five).
• 30% described their overall experience as ‘Easy’ or ‘Good’.
• 26% described it as ‘Average’.
• Only 15% described it as a ‘Difficult’ or ‘Bad’ experience overall.
• Positive sentiment included being treated equally regardless of background and supportive staff helping to reduce worry.

Challenges and barriers

• 45% felt the NHS did not understand their cultural needs.
• 48% reported difficulties accessing NHS services.
• Only 25% reported no difficulties; 27% were unsure.
• 72% had never received NHS information in their native language.
• Only 3% had used an interpreter.
• Among those who used translated materials or interpreters, 57% rated the experience as ‘Average’.
• Many relied on younger family members to translate, which:
  - Forced them to share personal medical details.
  - Put pressure on younger individuals.
  - Could lead to inaccuracy in translated information passed on.

Key barriers identified by respondents

• Difficulty navigating the NHS system and lack of clear information.
• Language barriers – 16% specifically wanted language support improvements.
• Lack of trust in the healthcare system.
• Cultural misunderstandings or lack of cultural competence.
• Long wait times, especially for GP appointments, dentistry and Emergency Department visits.

Recommendations

Improving clarity, accessibility, and cultural relevance of NHS information could significantly enhance the experience for immigrants and others unfamiliar with the UK healthcare system.

1. Make the availability of interpreters and NHS language translation options clear

Highlight the need for an interpreter on the patient record and ensure that its’ taken notice of by staff when booking an appointment. Make sure that staff are aware if the appointment is booked for someone else.

2. Clearer communication

Provide more multilingual information and increase awareness of its availability. Have clear multilingual instruction and support on how the NHS works, how to navigate the system and access different services. NHS information shouldn’t be technical, use jargon or anachronyms. When an immigrant first registers, use a translator to talk them through the service and how it works. Also, increase the range of multilingual information and have alternatives for those who don’t have access to digital devices or internet and ensure that this is consistent tool across all primary and secondary care services. Plus, greater shared communication between different NHS services.

3. Increased awareness of cultural needs

A more culturally competent approach — such as improved training for NHS staff, ensuring awareness of inclusive policies — could help ensure that care is respectful, relevant, and effective for people from diverse backgrounds, ultimately improving patient trust, experience and outcomes.

4. Provide clear information for people who are waiting for services

Long wait times were the biggest difficulty which first or second-generation immigrants had experienced with the NHS in our survey. We recommend that the NHS improves the information and support it offers to people on waiting lists, and makes that information accessible and culturally relevant.