Adult Social Care EDI Research
Compassionate Care Matters: Neighbourly Lab’s Insight into Enhancing Adult Social Care for Diverse Communities.
By Jake Preston
“The carers always make time to comb my hair back in the way I like—
it’s really important to me to look smart.”
Black Caribbean resident, receiving daily in home support
This simple, yet meaningful reflection, highlights how small gestures of care can greatly enhance a person’s dignity and well-being. It’s these intimate, personalised touches that distinguish truly compassionate care from just the basics of feeding, cleaning and washing.
In partnership with a Council in southern England, Neighbourly Lab launched a research study to explore how Black, Mixed, and Asian communities experience adult social care (ASC) and community support. The findings shed light on the barriers people from these communities face in accessing care, underscoring issues of accessibility, equity, and inclusivity.
This research emphasises the critical need for personalised, compassionate care plans for all patients. Without such tailored approaches, many individuals risk experiencing isolation and neglect, which can severely impact their wellbeing, dignity and connection to the wider world.
Understanding the Research Context
The research primarily focused on how Black, Mixed, and Asian communities, (communities often underrepresented in the adult social care system) navigate care services. This was due to data provided by the council highlighting how they were currently underrepresented in the care system and wanted to find out why. These communities encounter unique challenges shaped by cultural norms, systemic barriers, and personal circumstances. Neighbourly Lab conducted a thorough study that included:
- 14 stakeholder interviews with representatives from the County Council and community organisations
- 12 in-home ethnographies with residents aged between 20 and 93, from Black, Mixed, and Asian backgrounds, a sensitive and indepth approach to surfacing qualitative insights into their care experiences.
Positive Experiences
Many residents expressed deep gratitude for the range of care they are receiving . For some, formal care services provide essential support, allowing them to maintain a level of independence they wouldn’t otherwise have .One resident, highlighted this when she said, “I’m currently accessing four different specialist and adult social care services, which I am so grateful for and know I wouldn’t be able to access this type of support anywhere else.”
The importance of compassionate care was emphasised by several residents. The carers who take time to understand their needs and offer personalised support are highly appreciated. These positive experiences illustrate that when the system works well, it can have a significant and life changing impact on the wellbeing of residents.
Key Barriers
1. Cultural Differences and Seeking Care
Cultural beliefs and attitudes strongly influence how individuals approach social care services. Many participants expressed reluctance to engage with formal care services due to cultural stigmas surrounding the need for external help. One resident shared, “Asian men won’t ask for help until they’re actually dying; then they go to the doctors.”
This hesitancy often results in delayed access to necessary support, making it harder for people to seek help before reaching crisis point. In some cultures, seeking care outside the family is viewed as a failure to meet family obligations, creating embarrassment and discouraging individuals from asking for assistance. These cultural expectations often act as barriers, preventing people from accessing the help they need.
2. Personal Circumstances and Access to Care
Personal circumstances, such as family support, location, and financial resources, played a major role in shaping individuals’ experiences with adult social care. Residents with strong family ties or community connections reported having an easier time accessing services and feeling supported. On the other hand, those without these networks experienced greater isolation and found it harder to navigate the system.
Digital exclusion is also a key barrier, particularly for older residents. Those without tech-savvy family members struggled to use online services, leaving them cut off from vital resources. Many rely on their families to manage appointments and access information, further highlighting the importance of personal networks in ensuring adequate care.
3.The Importance of Family and Community
For many residents, family serves as the main source of care and support. However, this dependence on family members can often create a strain, especially when care needs are ongoing or complex. Some residents expressed concern over the burden they feel they are placing on their loved ones. While family care is invaluable, it can lead to emotional and physical exhaustion for those providing the support.
Community organisations played a crucial role in filling gaps, offering both practical help and much needed social connections. These groups provided a lifeline to residents who might otherwise feel isolated. However, many community organisations have faced funding challenges in recent years, exacerbated by the impact of COVID-19, which has limited their reach and ability to offer consistent support.
4. Systemic Challenges
Some residents described the adult social care system as difficult to navigate, especially those with little experience of the systems and processes. One participant shared their struggles, saying, “I was frustrated by the lack of guidance from the council on how to do things and the transparency of the process.” Residents felt lost when trying to access the right services and often lacked clear information on how to proceed.
Additionally, the perceived rigidity of the system created issues for those with changing care needs. The nature of care packages left some residents feeling powerless, as they would like more flexible and tailored support that could meet their evolving circumstances. These systemic issues often compounded personal frustrations and added to the challenges of managing their care.
Recommendations for a More Inclusive System
Neighbourly Lab’s research identified several areas where improvements can be made to ensure more inclusive, accessible, and equitable adult social care. Key recommendations include:
- Raising awareness about available services, particularly among under-represented communities and their families. Ensuring clear communication about what support is available can empower residents to seek help earlier and navigate the system more easily.
- Improving referrals and information sharing by fostering better coordination between council departments. Streamlining communication across the care system can help ensure that residents receive the right information and support without delays or confusion.
- Enhancing cultural sensitivity in care delivery, especially for those receiving in-home support. Shifting how the ‘softer’ aspects of care, such as personal touches and culturally appropriate care, are provided can make residents feel more understood and respected.
- Strengthening the carer’s role in reducing isolation by facilitating connections outside the home. Encouraging carers to help residents engage in local activities or community events can improve well-being and build social ties.
- Supporting community organisations to expand their reach and tackle the stigma around giving and receiving care. By increasing funding and resources, these organisations can offer more programs and services, helping to reduce isolation and build trust within under-represented communities.
- Introducing care champions to bolster the work of formal carers by providing additional support after a care package ends. These champions could offer ongoing assistance with day-to-day activities and be a point of contact for families, ensuring continuous support and helping residents maintain independence.
Conclusion
The journey to a more inclusive adult social care system in the UK is complex, but the findings from this research provide a clearer path forward. By understanding and addressing the unique barriers faced by Black, Mixed, and Asian communities, councils across the country can take significant steps toward creating a more equitable and supportive system for all residents.
The simple yet profound act of a carer combing their patients’ hair—serves as a powerful reminder of what compassionate care looks like. Ensuring that every resident receives this level of respect, dignity, and personalised support is the ultimate goal.