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Ethnic minority customers of the Pension, Disability and Carers Service: an evidence synthesis
- Authors:
- ALLMARK Peter, et al
- Publisher:
- Great Britain. Department for Work and Pensions
- Publication year:
- 2010
- Pagination:
- 94p., bibliog.
- Place of publication:
- London
This research was conducted by the Centre for Health and Social Care Research, Sheffield Hallam University and was commissioned by the Department for Work and Pensions. The aim was to examine why Black and Minority Ethnic (BME) customers are less satisfied with the Pension, Disability and Carers Service (PDCS); why BME individuals eligible for PDCS benefits are less likely to apply for them; what interventions might be successful at increasing service uptake and improving satisfaction; and to identify gaps in research evidence. Little direct evidence examining satisfaction with and uptake of PDCS services by BME customers was found and most related to Bangladeshi and Pakistani customers. Therefore less direct evidence was also used. Several interrelated personal, local and PDCS system factors affecting satisfaction and uptake were implicated. For example, English language was an important area of difficulty. The provision of good interpreters and translation services would help. There was also a lack of knowledge of the system and some false beliefs about it. There was little or no evidence of unease about claiming benefits from the state, however, perceptions of problems in the system were a deterrent. The extended family and local organisations were also found to have an influence. Factors in the PDCS processes and procedures that could affect satisfaction of BME customers are placed under four headings: access; outreach; attitudes; and monitoring. The PDCS has an action plan outlining a number of interventions to address some of these issues but these have not yet been evaluated.