Please use this identifier to cite or link to this item:
Appears in Collections:Faculty of Social Sciences Journal Articles
Peer Review Status: Refereed
Title: A collaborative exploration of the reasons for lower satisfaction with services among Bangladeshi and Pakistani social care users
Authors: Blake, Margaret
Bowes, Alison
Gill, Valdeep
Husain, Fatima
Mir, Ghazala
Contact Email:
Keywords: Adult social care
ethnic minority
care users
service user dissatisfaction
Issue Date: May-2017
Citation: Blake M, Bowes A, Gill V, Husain F & Mir G (2017) A collaborative exploration of the reasons for lower satisfaction with services among Bangladeshi and Pakistani social care users, Health and Social Care in the Community, 25 (3), pp. 1090-1099.
Abstract: This study explored underlying reasons for the expression of dissatisfaction with services among Bangladeshi and Pakistani social care users in England and investigated, using a collaborative approach, how these could be addressed.  In-depth interviews were conducted in Birmingham, Leeds and London during 2012-13 with 63 Bangladeshi, Pakistani and white British service users and 24 social care managers, social workers and care workers. A further 34 cognitive interviews were conducted within the same study. Following data analysis, three collaborative workshops involving service users and providers were held to validate the findings and to draw out policy and practice recommendations.  Analysis of the cognitive interviews showed that higher dissatisfaction amongst Bangladeshi and Pakistani service users reported in social care surveys was not due to questionnaire design. Instead in-depth interviews showed that dissatisfaction across all three groups was expressed along the social care journey, including accessing care, communication with social workers and, the nature of care received. Whilst many issues were common to all three groups, cultural differences also emerged as affecting experiences of social care. These included misunderstandings about family roles in care; gender issues, especially relating to women; language and communication barriers, alongside the need for a more nuanced approach to ethnic ‘matching’; and continuing limited cultural understanding among care workers. The collaborative workshops identified practical actions that could address some of the issues identified. These covered raising awareness of services within communities; improving support for informal carers; service user input to assessments; consistent and on-going sharing of information; improving access; and more efforts to diversify and appropriately train the social care workforce.  In conclusion, the paper presents reality of dissatisfaction among these groups and argues for more action involving communities and service providers to address these persistent issues collaboratively.
DOI Link:
Rights: This item has been embargoed for a period. During the embargo please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study. This is the peer reviewed version of the following article: Blake, M., Bowes, A., Gill, V., Husain, F. and Mir, G. (2017), A collaborative exploration of the reasons for lower satisfaction with services among Bangladeshi and Pakistani social care users. Health Soc Care Community, 25: 1090–1099, which has been published in final form at This article may be used for non-commercial purposes in accordance With Wiley Terms and Conditions for self-archiving.

Files in This Item:
File Description SizeFormat 
HSCC-OA-16-0057.pdf423.16 kBAdobe PDFUnder Embargo until 25/11/2017     Request a copy

Note: If any of the files in this item are currently embargoed, you can request a copy directly from the author by clicking the padlock icon above. However, this facility is dependent on the depositor still being contactable at their original email address.

This item is protected by original copyright

Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.

If you believe that any material held in STORRE infringes copyright, please contact providing details and we will remove the Work from public display in STORRE and investigate your claim.