We group our results into three sections. Firstly, we detail the recurring features which our participants referred to when evaluating UK healthcare and the differences in opinions amongst them. We find that primary and secondary care were judged strikingly differently. Secondly, we describe the reasons and kinds of specialist care accessed within the private sector. Access to specialist services privately was related to how much participants considered their needs to be attended to within the NHS, or to the extent to which it was financially advantageous in the case of services not covered by the public system. Thirdly, we explore our participants’ understanding and judgment of specialist care in their comparisons between Poland and the UK, and how their access to these services in both countries changed with migration. Participants were more familiar with the Polish healthcare system, which they judged ambiguously, while they were positive about the specialist care publicly available in the UK. The changes brought by migration allowed for greater affordability of private services when compared with the time before migration, but access to these services was contingent on the availability of time and disposable income.
Public primary and secondary care in the UK
You can’t choose a doctor you want to see. When you want to see a doctor, the earliest appointment you can get is the following week. I never know who I’m going to see… I cannot choose who I want to see. Doctors change every three months anyway, so I always see a new person anyway. A doctor has only ten minutes for me, sharp… Within these ten minutes, they have to check my medical history on the computer, hear about the problem, often check tests’ results, make a decision about what to do next and then file all of that information on the computer… The ‘ten minute thing’ is just a nonsense. Usually, any doctor that sees me, sees me for the first time. I cannot choose to be seen by the same person. They will only ever meet me once… Still, they are supposed to find out about my problems and recommend a treatment for it… It’s simply impossible… It is sick. It is mental….
Another thing altogether is those doctors’ level of expertise… They look at you as if you were stupid; they don’t know what you’re talking about and keep telling you to eat fruit and veg five times a day, have a good quality of sleep and everything will be ok… But unfortunately, you can’t treat everything this way… Also, you can only discuss one thing during your appointment… (Dorota).
Dorota summarizes some of the most common complaints expressed by our participants who were doubtful about doctors’ competence, prescribing practices, and recommendations about diet and rest consistently with the existing literature [
20‐
24]. Participants often recognized the appropriateness of some of these practices. Krystyna expresses a middle ground position by reflecting on the differences in approach in both countries “It’s just a completely different attitude… In Poland the approach is slightly overeager, whilst in the UK it’s the opposite…, ‘nothing’s wrong, it’s all ok’…” Other recurring issues were the waiting times to access consultation and their duration. As Dorota elucidates, participants felt constrained in their possibility to select a GP practice and being regularly cared for by a known doctor due to the capacity of GP practices to accept new patients, the extension of their catchment areas, their availability in accepting new patients, and the change of practitioners who visited them. The salience of these aspects is reflected in the fact that they were also stressed to express positive experiences with primary care.
While the satisfaction, experience and opinions around public healthcare varied, we find that the main complaints were directed towards the care at the primary level, to which Dorota refers. Participants tended to emphasize that for medical issues that seemed to be not related to common illnesses, such as cold or flu, GPs tended to be dismissive about their complaints and not investigate their health further by employing tests or referring them to specialists. While as suggested by the literature these aspects pertain to differences in clinical approaches between countries, participants understood them as a lack of promptness in treating and investigating illness. One of the main problematic aspects of primary care was its gatekeeping function towards specialized care [
20,
22,
33]. When participants felt that their health needs exceeded the competence of the primary care doctors it was more difficult than in Poland to be referred to a specialist. Thus, we find that our participants’ issues with primary care were the difficulties in accessing it, the kind of care they received and the GP’s gatekeeping function.
When participants were able to access specialist care through the NHS, it was mainly commented upon positively. Maria, remarks that although she’s “only been here five years” she “had to deal with doctors here quite a bit”. She’s visited annually by a cardiologist due to her heart condition. Her husband underwent two surgeries and her father once visiting for Christmas was taken in an ambulance to a hospital. She emphasizes her experience with specialists: “They really do care… Once you get under the specialist care, they really look after you.” While once a referral to a specialist was obtained the experiences with waiting times differed amongst participants, but they did not express the strong doubts about the competence of specialists as they did for primary care doctors. “I don’t think they are better or have better training, I don’t think so… I don’t think Polish doctors aren’t good, but certainly diagnostic equipment available in the UK is much better, and that’s a big advantage…”, Maria explained, locating the source of this advantage in comparison to Poland in the better financial status of the British public system: “but that’s because the NHS here has more money…” Thus, although administered within the same public healthcare system, the care received at the primary and secondary levels is judged with a striking difference. Access to secondary care was not problematic once it was granted at the primary care level, rather it was the quality of secondary care which was contested.
Specialist care within the private sector
We found that the most common healthcare service bought was specialist care. Odontological services were the most commonly paid-for service. Similarly to Polish people living in the UK, Spain, Norway, and Belgium where dental care requires a fee [
20,
34,
35,
45], but contrary to Germany, where it is covered by work-based insurance [
20], our participants whose dental care was not covered by the NHS found advantageous to access it in Poland for its comparatively lower price:
I’ll go to a dentist to have a tooth extraction; to get it done now on the NHS is unfortunately too long and private appointments are just too costly. My dentist in the UK said it was safe to wait, so I decided to get it done in Poland for the fraction of the fee. (Ilona)
Participants also paid for dental care by non-Polish professionals in the UK. For participants who did not feel proficient enough in English, Polish professionals constituted a convenient option:
I chose that because of the language. I have been to a British dentist too and the quality of service was pretty much the same. But to make things easier, so that I don’t have to take my daughter with me when I go to a dentist, I chose a Polish clinic. (Karolina)
Other kinds of specialist care were aimed at complementing primary care, supplementing specialist care already received, or accessing specialists at all through bypassing the GP gatekeeping. Emilia’s GP treated her husband for an ear infection. Not considering the treatment efficient, he complimented the primary care received within the NHS with specialist care during a visit to Poland:
He’s had problems with his ears many times and here he’s only been prescribed drops which work for two or three weeks, and then the inflammation comes back, but no one has ever done a swab test to check what the reason for the problem is. When we were in Poland, he went to see an ENT [Ear Nose and Throat] doctor privately. He took a swab sample from the ear and prescribed adequate medication, and thanks god, the problem’s gone…
Jakub has multiple medical conditions for which he has been treated in the UK and which left him not fit to work, and he recounts how he started using private services in Poland to supplement treatment which he received for free:
After I left the hospital, I had three months of physiotherapy at one of the NHS rehabilitation centres, but unfortunately after I finished, I still had to use a wheelchair. After that I had physiotherapy at home once a week, so I had one hour-long exercise session every week. We tried getting up, walking… but it just wasn’t enough. You may say that was the end of my adventure with the NHS… Obviously I continued having follow-up appointments every now and then, and things like that… But overall I was not happy with my general physical condition and that’s why I started looking into doing physiotherapy privately…
Specialists were also consulted to obtain a second opinion about their health status when there was already access to specialist care in the UK (cf. [
23]):
Initially, after I moved to the UK, I often wanted to check what another doctor would say… especially when it came to my cornea erosion… before I was to have my surgery. I thought it was good, because in Poland I can get a completely different opinion from someone who is operating far away, for not a lot of money. (Marcin)
Participants also accessed specialist services that were available through GP referral only in case of suspected illness but had been directly available or routinely accessed in Poland. Ewelina sees a gynaecologist during her annual visits to Poland:
I would see a gynaecologist once a year, like I used to do when I was a girl and young woman. And this would all be national health service, not private. A gynaecology appointment would always include a complex examination, scan, etc., which is something every female friend of mine who lives in Poland has access to… It’s simply not the case here…
Access to specialists privately was related to the extent to which certain health needs were considered as addressed within the NHS. This included needs that were not, or only partially, financially covered or were considered as not covered to the extent that they had been in Poland. Specialist care was purchased also to receive reassurance about ongoing medical advice. Other needs emerged from what were considered failures of primary care and its function as the gatekeeper to specialist care.
Specialist care between Poland and the UK
Marcin used several healthcare services, including private services in Poland and the UK (including by Polish professionals), for which he paid out of pocket and through work-provided insurance. He recounted the reluctance of his GP in referring him to a specialist who he accessed privately through insurance, which led to a diagnosis of a health issue and consequent successful surgeries.
We are happy with the healthcare system in the UK, except - and this throughout my whole stay in the UK - except of the GP filtration. I’m not talking about the GP system as a whole; I don’t have a big issue with it, but I don’t think it’s acceptable to deny a referral to someone who is seriously ill and has evidence for it, and sometimes even has private health insurance… That bit I don’t understand. Even if I didn’t have private healthcare insurance, it should be like it is in Poland, where a GP issues a referral and then someone else informs me that I have to wait a year for my appointment; that’s ok… But the fact that a GP doesn’t even want to issue a referral, I think it’s a joke….
Marcin’s comparison with the Polish system shows the extent to which access to private providers to access care speedily was a strategy familiar to participants who also recognized the ambiguity of integrating public and private care. Maria explained her view that limited resources within the NHS restricted the capacity of GPs to refer to a specialist. She was dissatisfied with the limited referrals in the UK, while expressing ambiguity about how it works in Poland, describing it as simultaneously good and “corrupted”:
But in Poland you can see a specialist privately. If you do that - if you pay - you can skip the queue and go to hospital, but here in the UK, you can’t do that… Doctors either work privately or within the national healthcare system… They don’t work in five different places… So that’s what makes it more difficult to access specialists here… That’s what’s more difficult.
While participants knew how to navigate the healthcare system in Poland through its extensive private sector because of their previous experiences, their familiarity with how to access private services and the private healthcare market in the UK varied. While Marcin expressed a good knowledge of different services depending on his circumstances, Maria’s mistaken thought that consultants either work privately or publicly shows that the two sectors were believed to be strongly separated, owing to the less developed private sector in the UK and the lack of networks and information more extensively available in Poland. Further, Marcin and Maria’s comments show that while the ways in which private and public healthcare are intertwined in Poland allow patients some control over the care received within the public system, they are also understood ambiguously. While the possibility of juggling between private and public care in Poland was understood ambiguously and as a possibility to offset delays, it was also recognized that its effect was detrimental in the case of unavailable resources. This aspect was also present in the appreciation of other features of UK public healthcare. Participants stressed that once access to specialist care was granted, it was speedier and therefore cheaper in comparison to Poland. Zuzanna, who did not hold a positive view of primary care in the UK alluded to this when expressing her satisfaction with specialist care for her nursery-aged child:
In Poland, like I said, we had to pay for every appointment, because waiting time to see a specialist on the Polish NHS was so long, that my child would probably be at least two years old before we could start achieving what we have now… We had to travel a long distance for our appointments and we had to pay for every single one of them…
Further, treatment was positively commented as free or cheaper and at times better when compared to Poland. Monika, a cancer patient who has experienced complications which did not allow her to work, reflects both on the care, medication, medical devices and aids, and the way these were only partially covered in Poland:
I get all my medication here for free. I have ‘the white card’ [i.e. medical exemption certificate] which entitles me to free prescriptions. There’s nothing like that available in Poland. You have to pay for everything; there are no concessions for things like a compression sleeve, for example. In Poland you can’t even get a prescription for it; you have to source it and buy it yourself. Here I get everything for free…
In Poland, when I was having chemotherapy and I was given a prescription for a wig, I could only choose from the cheapest wigs; only the costs of the cheapest wigs was covered; anything slightly more expensive wasn’t. The same with the breast implants - that was funded by the national health service only up to a certain value and above that it wasn’t. Things like [special] bras, for example, I had to buy myself…
Participants were aware of comparing healthcare supplied by different providers. As seen, one of the explanations for differences between the care offered in the two public systems was their respective budgets. They also recognized that they were comparing public and private providers:
First and foremost, I use NHS in the UK. In Poland I practically didn’t use public health service. I used private medical care; that’s the main difference. That’s also why healthcare in Poland seemed better - because I did everything privately. (Judyta)
Considering private care superior was partially an outcome the possibility of selecting specialists according to their status acquired by their positions within the public system:
It is hard to generalise, but overall I’d say that I trust doctors in Poland more, but then again, it’s hard to compare this, because in Poland I use private healthcare… They are true specialists as well…The gynaecologist I see is not just any gynaecologist; he’s a head physician at a hospital ward, who has a private practice as well. (Ewelina)
The perceived superiority of private healthcare also emerged by comparing private providers between the countries:
When I went privately in Poland, my doctor’s room looked like a spaceship; the amount of equipment and various gadget my dentist had in there was just astonishing, little cameras, testing equipment, etc… (Ewelina)
Participants discussed the financial affordability of healthcare services in relation to their changed circumstances and the health systems they have used. Polish people in the UK often experience ‘disruption of their occupational identities’ [
46] given that they usually work in occupations below their qualification level and previous occupation in Poland [
47,
48]. Concurrently, they express a sense of ‘normality’ when compared with their previous standard of living in Poland [
49‐
51]. For many of our participants, the comparatively higher salaries meant that after migrating private services became more affordable or even within reach of their means, and the favourable pound-zloty exchange rate together with the cheaper cost of private treatment in Poland made private care in Poland more accessible.
Thus, buying services in Poland made available medical advice or complementing therapy otherwise inaccessible within the private sector in the UK, or that would have been not accessible if the person lived in Poland. As Jakub explains: “the pound goes a long way in Poland, which is why I’ve been able to afford my physiotherapy in Poland”. Even if receiving UK benefits on the ground of his disability, he explains why he sought care there:
The main reason for going to Poland was that I could afford various services there, like my physiotherapy… I couldn’t afford it in the UK. But, equally, if lived in Poland, I wouldn’t be able to afford it, because benefits in Poland are very poor.
This new purchasing capacity also allows to access services which served to reassure participants about their health and current clinical advice, accessing tests or consulting specialists to have a second opinion, as Marcin comments: “I think because an appointment with a qualified doctor in Poland is so inexpensive, it makes you want to get a second opinion, especially in case of some serious treatments.” Through comparisons with their previous experience in Poland, it emerged that in the UK participants had a sense of greater affordability akin to what research found regarding everyday consumption [
50]. More specifically, they articulated this change in terms of being less dependent on personal healthcare expenditure because of greater public coverage, simultaneously being able to be reassured about the care they received through purchasing specialist consultations transnationally.
Private healthcare in the UK was out of reach for some participants and so were Polish private clinics which offered services often understood to be cheaper than general British providers. While it was often combined with family visits, travel to Poland did necessarily involve the possibility of taking time out of work and paying for travel and services accessed there. The access to Polish clinics within the UK was also subject to the availability of time and disposable income since they were concentrated in specific localities. All the participants who accessed a Polish clinic in the UK did so in London, with one also accessing a specialist in a different major English city. While participants who used private services (excluding dentists) with some regularity had a variety of familial, employment, and financial conditions, those who did not access services regularly had almost exclusively low-paid jobs or were out of work, and were more likely not to have a partner and to have dependent children. The kind of services accessed outside of public healthcare, which was mostly confined to ad hoc consultations and treatments or regular consultations with yearly frequency is shaped also by the contingency of medical access on time and money. This also means that for conditions not considered to be adequately addressed within the public system which needed regular and constant treatment or monitoring the complementation with private healthcare was not usually possible.