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Satisfaction with social care services

The experiences of Pakistani, Bangladeshi and White British populations

114368703 E7d8d9625e Z
Published: December 2014

About this study

This study aimed to understand why people from black and minority ethnic groups consistently reported lower levels of satisfaction with social care provision than white British people (as reported in the Adult Social Care Surveys).

The study focussed on service users of Bangladeshi, Pakistani and white British origin.

There are five outputs from this study, they are:

  • a summary of the key findings from the research
  • a main report that looks at why there are different levels of satisfaction and makes recommendations on how social care provision could be improved for minority groups and how question wording and guidance in satisfaction surveys could be improved.
  • a cognitive phase report that describes how respondents understand and go about answering survey questions 
  • an appendices showing the questions tested during the cognitive phase
  • literature review 

Differences in satisfaction were explored from two angles:

  • what factors lead to lower levels of satisfaction among Bangladeshi and Pakistani groups compared with the white British group.
  • whether differences in understanding of questions in satisfaction surveys lead to inconsistent measurement of satisfaction between ethnic groups. 

The National Institute for Health Research, School for Social Care Research funded NatCen Social Research and the Universities of Stirling and Leeds to carry out this research. The views expressed are those of the authors and not necessarily those of the NIHR, SSCR, Department of Health or NHS. 


The research was conducted in three areas of England: London, Birmingham and Leeds. During the project we:

  • interviewed 61 social care recipients and their families about their experience of access and using social care,
  • interviewed 34 social care recipients and their families about how they go about completing surveys about satisfaction with social care
  • Conducted four focus groups and seven in-depth interviews with local authority staff and social care providers
  • Held three deliberative workshops with practitioners and users to develop recommendations for meeting diverse user needs




Main report

Cognitive interviewing phase report

Appendices to cognitive interviewing phase report

Literature review