Seldom heard residents feedback on the ICN+ model in Thornton Heath

Healthwatch Croydon undertook research on the proposed Integrated Care Network (ICN+) model in Thornton Heath. They spoke to 52 residents between January and February 2020, including people from Afro-Caribbean communities, Muslim communities and lower-income groups who are less likely to engage with traditional consultation processes. 

Overall, residents welcomed the idea of delivering more services locally and saw potential benefits in having community-based hubs, joined-up care, social prescribing and easier access to support. Many felt the model could reduce travel, improve convenience and strengthen local support networks. However, people wanted much more information about how the model would work in practice, including where services would be located, how referrals would operate and what changes people could expect. 

Communication was a major theme. Residents wanted clearer information about available services, support for people with low literacy or limited digital access, and assurance that older people and those with specialist conditions such as mental health problems and sickle cell disease would not be overlooked. Concerns were also raised about existing difficulties accessing GP appointments, the impact of staffing shortages and whether online services might exclude some members of the community.

Healthwatch Croydon concluded that there was strong support for the principle of neighbourhood-based healthcare, but that success would depend on effective communication, accessible information and meaningful community involvement. It recommended developing clear information, education and communication strategies to explain how services will be delivered, help residents manage their health more proactively and ensure all sections of the community understand and can access the new model of care.