Community diagnostic centres in Croydon - patient experience and resident views

Healthwatch Croydon was commissioned by Croydon Health Services NHS Trust to conduct research into people’s experiences of Purley Community Diagnostic Centre (CDC), explore the needs of users attending a new CDC site, identify opportunities to adapt how the new CDC service is delivered, and ensure the new CDC service is welcoming and user centred. 

In March 2025, Healthwatch Croydon gathered 120 observations and insights and engaged with CDC users to understand their experiences. They also conducted a focus group with 10 residents of the new CDC service’s location and collected 40 brief survey responses.

Purley CDC users generally accessed the service following conversations with GPs, with almost half of the people being unaware of the services offered beforehand. Just over half of respondents expected to have their test at the hospital, suggesting the need to communicate community services more. Most people chose Purley CDC for tests due to its convenient location, good transport links, and shorter waiting times. Over half of respondents said their experience was very good, with a further 38% rating their experience as good. Nearly three-quarters of people commented that having services at Purley has helped maintain or improve their health. Parking was the highest mentioned improvement followed by appointments, waiting times, and then facilities, but a significant majority did not see the need to make any improvements.

Feedback from residents of the new CDC service’s location found that the most wanted services are those not currently offered, such as a minor injuries unit, pharmacies, MRI and a Diabetic clinic offering ongoing support. Access to scanning services (i.e. x-ray, CT, and ultrasound) were also important to residents. Most people commented that blood testing was the service that was missing from the proposed plans. Suspected benefits of the new CDC service included convenience, familiarity, and adding a community space. People were concerned about the speed of the development, parking, and increased traffic. Good, open, transparent communication throughout the development of the new CDC service was important to residents, with many suggesting the GPs should lead communication efforts.

The report includes 11 recommendations.