The experiences of homeless people using health services in Croydon

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Summary of report content

Healthwatch Croydon is the consumer champion for users of health and social care services. There purpose is to listen to and understand the needs, experiences and concerns of people who use health and social care services in Croydon. Healthwatch Croydon were told about GPs refusing to register customers who reside at the hostel, and that this issue had persisted for several years with BME customers in particular. Based on this initial scoping, Healthwatch Croydon decided to research further. Healthwatch Croydon spoke to 78 customers in total, which represents 27% of homeless people in Evolve accommodation in Croydon. Healthwatch Croydon worked with two compatible styles of survey, a short version of two questions and a longer version of seven, depending on the situation of the customer at the time of the outreach session. Some customers answered the survey in part. Initial scoping suggested that many would not be registered with a GP, however of those we spoke to we found this not to be the case with 65 out of 78 registered in Croydon. This is 83% Some who were registered with GPs (6 respondents) had their registration out of the borough and in some cases as far as 300 miles away meaning they cannot easily access services. This report does not contain recommendations but highlights the challenges and learning from the research.

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General details

Report title 
The experiences of homeless people using health services in Croydon
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Thursday, 1 February, 2018
Date evidence capture began 
Thursday, 1 February, 2018
Date evidence capture finished 
Thursday, 1 February, 2018
Type of report 
Key themes 
Booking appointments
Building and facilities
Health inequalities
Health promotion
Health protection
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.