Street Homeless Experience of Health Services in Croydon

Healthwatch Croydon undertook research on the experiences of street homeless people using health services in Croydon. They spoke to 36 people accessing services provided by Crisis Croydon and the Salvation Army during January 2018. The research found that 19% were not registered with a GP, despite having the right to register, and almost half reported negative experiences of GP services. 

Many participants described difficulties registering with GP practices because they did not have proof of address or identification, despite national guidance stating these are not required. Others reported being turned away, deregistered because of their housing status or feeling that healthcare professionals lacked understanding of homelessness. Almost half said a GP would be their first point of contact when unwell, but many felt appointments were difficult to obtain and did not give enough time to discuss complex needs. 

Mental health was a significant issue. Around 28% of respondents said they had been unable to access the mental health support they needed, and many reported long waiting times, difficulties with referrals and feeling unsupported. Participants frequently described wider barriers to healthcare, including a lack of trust in services, problems navigating referral pathways, language barriers, unstable living circumstances and concerns that their homeless status affected how they were treated. 

Healthwatch Croydon recommended improved training for GP practice staff on registering homeless people and greater awareness of the “My Right to Access Healthcare” card. It also called for better information for GPs about local support services and referral pathways, particularly for people experiencing homelessness and complex mental health needs. The report concluded that, despite some positive experiences, significant barriers remained in accessing both primary care and mental health support.