Research by the CQC has revealed people from a black and minority ethnic (BME) background are less likely to complain about the quality of their care than non-BME people.
The CQC research, which is part of the Declare Your Campaign, found that almost half (48%) of BME people with a previous mental health problem have wanted to raise concerns about mental health services but did not do so. This compared with just 13% of non-BME people with a mental health problem.
Additionally, 84% of BME people with a mental health problem have also wanted to raise concerns or make complaints about the standard of their care more generally, in comparison to 63% of non-BME people with a mental health problem.
The research looked at people in England who have had a health service (NHS and private) or social care experience in the last five years, either as a patient or carer.
Reasons highlighted as to why people did not feed back on their standard of care included not knowing who to raise it with (33%) and not wanting to be a ‘troublemaker’ (33%). Additionally, a third of people (37%) felt that nothing would be changed by speaking up.
However, when people did raise a concern or complaint, the majority (66%) found their issue was resolved quickly, it helped the service to improve or they were happy with the outcome.
Most people who provided feedback on their care were motivated by a desire to make sure that care improved for others. This included wanting to improve the care they, or a loved one, had received (61%) and improve care for everyone using the service (55%) with a smaller number also hoping for an apology or explanation (26%).
You can share your experience of care, on behalf of yourself or a family member at www.cqc.org.uk/sye