improving government service delivery to minority ethnic ... - NCCRI

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Table 9: Data Collected Yes No Don’t Know Missing Disability 39 3 11 6 Ethnicity 44 3 7 5 Nationality 40 8 5 6 Community Background 46 3 5 5 Sexual Orientation 17 16 20 6 129_NISRA is the Northern Ireland Statistical Research Agency. The data collected was seen to be either very useful (21 respondents, 36%) or quite useful (18, 31%). Comments concerning data collection included categorisation and sensitivity: “ There are some difficulties in terms of categorisation and addressing sensitivities. It would be useful to get some clear guidance for the Equality Commission and NISRA 129 on how the monitoring of these categories should be developed.” In addition some respondents felt that data was not ‘uniformly collected’ within their organisations which they felt needed to be addressed. Thirty-six percent (21 respondents) felt that the data collected changed service delivery but 48% (28 respondents) did not know if it did. The use of client-based surveys appeared to be important with 45 respondents (76%) stating these were conducted. However less than half (22 repondents, 48% indicated their organisation conducted client-based surveys) said that the surveys captured information on minority ethnic communities. It was felt that the data collected helped improve service delivery and address needs in general. Engagement Engagement with minority ethnic groups has been discussed throughout this report with many in the interviews highlighting its importance. The survey found that 71% of the sample (42 respondents) said that their organisation did consult with clients and potential clients from minority ethnic groups in the planning of service delivery. Just over two thirds (67%) of the respondents who indicated that their organisation consulted with minority ethnic groups felt that this consultation was very useful with a further 24% stating it was quite useful. Only one individual stated that the consultations were not very useful. However, many highlighted that at times it was difficult to get representatives who were willing to engage, this was also raised in the interviews conducted. The focus groups also found that many front-line staff were also unaware of initiatives conducted at head office/senior management level, thus an organisation may have measures in place but staff are not aware of these. Initiatives in place to meet the needs of minority ethnic groups focused mainly on interpreting and translating services. This was mainly highlighted in the case of migrant workers which is not surprising considering the increasing numbers in the three localities focused upon for this research. Again these issues were also raised within the focus groups and many front-line staff highlighted the difficulties they encounter in communicating with minority ethnic groups. However, it was felt by many that their organisations had set up systems to enable them to deliver a better service and indeed a more equal service to minority ethnic communities.
improving government service delivery to minority ethnic groups Chapter 2: Northern Ireland Research Findings 72_73 Views from ethnic minorities A series of focus groups were conducted with ethnic minorities to ascertain their views on the delivery of services from public authorities in Northern Ireland. In addition key NGOs were consulted. The previous section highlighted some case examples and the service provider perspective this section will now assess the perspective of service users. The NGOs consulted for this research highlighted many issues that they felt posed problems for minority ethnic communities, especially migrant workers when accessing public authority service provision. These included: - - - - - - - - - Racism Lack of public sector infrastructure to keep pace with the changes Rights and entitlements Exploitation Statistics and monitoring Poverty Existing government policies Workforce issues and community engagement Lack of visibility. The discussions highlighted the following issues. Health Treatment in hospitals and GP (General Practitioner) registration Some NGOs interviewed stated that they were aware of people from ethnic minority backgrounds being refused treatment in hospitals and/or GP registration. This raised concerns regarding unequal treatment, and was especially noted in the case of migrant workers. Some of the migrant workers spoken with praised the service and had very positive experiences but recognised that this may not be that case for everyone. Two participants who took part in one of the discussion groups felt that their GP did not always take them seriously but stated that they had never been refused care or registration: “ I have been to the GP but I didn’t have a good experience…I don’t believe much doctors say here.” One representative of the Chinese community also stated that many people are caught out by GPs deregistering them after two years even if they have their visas renewed. The GP practice does not approach the patient and check their status they just remove them from their list. The interviewee said she only became aware of this when she went to make an appointment and was told that she did not exist on the records. Health tests on new migrant workers Again this issue was raised by some NGOs who were concerned that migrant workers were forced to undergo tests for diseases such as TB and HIV. This adds to the myth that many migrant workers bring disease into the country and are a ‘health risk’. Previous work conducted by ICR (unpublished data in Armagh) found that this was a prevalent attitude among some members of the public.
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IMPROVING GOVERNMENT SERVICE DELIVE
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About this publication This is the
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One of the innovative elements of t
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CHAPTER 4: IRELAND RESEARCH FINDING
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Executive Summary 8_ title EXECUTIV
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improving government service delive
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e expected to pay the non-EU fee, w
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Interviews carried out with employe
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Official agencies and policies in t
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Targeting The need to target ethnic
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Employment By and large Irish immig
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(continued from previous page) The
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An anti-racism intercultural progra
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Conclusions The Irish statutory sec
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Chapter 5: Conference Discussions 1
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and inequality and black and ethnic
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Understanding and tackling racism w
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As discussed above, there is a lack
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It is important that training on se
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- - - - - - - Existing UK migration
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“ …the four As that the previou
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Appendix 1: Research Project Struct
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Appendix 2: List of Organisations I
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Appendix 3: Recommended Data Collec
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Glossary 166_167 Glossary 267_Scott
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Acronyms 170_171 Acronyms280 280_In
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This research has been carried out
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