Dementia carers experiences of using Croydon's health and social care services

Healthwatch Croydon undertook research on dementia carers’ experiences of health and social care services in Croydon. They spoke to 70 carers between May and November 2018 to understand experiences of diagnosis, access to support, NHS services and social care. Most carers first raised concerns with their GP, and while many reported positive experiences, nearly one in five felt their concerns were not taken seriously. More than a third waited over a year for a diagnosis, and many described confusion about how to access support and navigate services. 

The report found that GPs play a crucial role in carers’ experiences, acting as the gateway to diagnosis, information and support. While NHS services were generally viewed positively, experiences varied considerably between providers. Many carers felt they did not receive the right support at the right time, and some reported long waits for assessments, inconsistent communication and poor continuity of care. Information and signposting were recurring concerns, with carers often unsure where to go for advice or what support was available.

Experiences of social services were more mixed. Many carers felt discussions focused too heavily on finances and eligibility rather than practical care options and support needs. Carers frequently reported difficulties contacting social workers, delays in assessments and a lack of joined-up working between health and social care services. Respite care, emotional support, clear information, specialist advice and support for carers’ own wellbeing were commonly requested, while many also expressed concerns about the affordability and quality of residential care.

Healthwatch Croydon recommended clearer pathways for support, more consistent signposting, earlier access to advice, improved integration between health and social care services and better support for carers throughout the dementia journey. The report also called for improved GP compliance with national dementia guidelines, greater focus on care options before financial assessments, continued monitoring of carers’ experiences and stronger collaboration across organisations through the One Croydon Alliance.