The experiences of homeless people using health services in Croydon

Download (PDF 590KB)

Summary of report content

In February 2018, Healthwatch Croydon carried out a project to look at the experiences of homeless people using local health services. 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. Customers also told us about barriers to registration, barriers accessing healthcare, and not being referred to appropriate services or receiving equitable treatment. Healthwatch Croydon delivered five sessions of outreach over two weeks at locations run by Evolve Croydon services. In addition, staff across five of the hostels supported customers to fill out the survey for a further week. They 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. Key findings highlight issues in the following areas: registration, access, being listened to, involvement in decision making, and choice.

Would you like to look at:

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 
Wednesday, 1 November, 2017
Date evidence capture finished 
Thursday, 30 November, 2017
Type of report 
Key themes 
Booking appointments
Health inequalities
Information providing
Lifestyle and wellbeing
Public involvement
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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 
Other population characteristics 
Homeless people
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? 
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? 
Not applicable
Is there evidence of impact in 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.