Homeless but not voiceless: improving access to care for people experiencing homelessness and dual diagnosis
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Healthwatch Lambeth undertook engagement with 14 people experiencing homelessness with a dual diagnosis (mental health and/or substance misuse) in Lambeth and the challenges they face when trying to access healthcare. Healthwatch also worked in collaboration with local organisations supporting people experiencing homelessness, speaking to 14 clinical and non-clinical staff.
What worked well
Support from key workers and nurses helped individuals experiencing homelessness to book and attend appointments and chase prescriptions.
On-site services, such as regular GP or psychiatric visits provided in temporary accommodation, made care easier to access and more consistent.
Some addiction support services were praised for actively re-engaging clients and not requiring them to start over if they missed an appointment.
Many individuals expressed hope for the future, including getting housing, returning to work, building skills, or volunteering to live more independently
Areas for improvement
Barriers to GP registration persist, despite NHS guidelines.
Digital exclusion and lack of digital technology meant that many individuals experiencing homelessness struggled to make appointments.
Individuals reported feeling judged, dismissed or not taken seriously by some healthcare professionals.
Short appointments and a lack of continuity lead individuals experiencing homelessness to feel frustrated and lacking in trust.
Mental health and addiction services often operate separately, leaving individuals without adequate support for both.