Voiceless, unheard and socially excluded: Accessing health and care while homeless or vulnerably housed
Download (PDF 2.07 MB)Summary of report content
Healthwatch Dorset wanted to find out first-hand about the barriers and challenges faced by people experiencing homelessness and those who are vulnerably housed when they try to access health and care services in Bournemouth, Christchurch and Poole (BCP), including primary, secondary, social and community care.
Over a 10-week period during January to March 2024 staff spoke to people in the surroundings where they feel comfortable and safe. This was 26 people who are currently experiencing homelessness or in vulnerable housing; all were aged 18 and over. Healthwatch also spoke to seven health professionals and support workers.
Key findings
People are still being refused access to GP services because they do not have a fixed address or ID.
People are unable to complete an eConsult form online as they are digitally excluded. They have limited or no access to the technology or credit required, and/or some people lack the knowledge or confidence to use online systems.
People are unable to access GP services by phone because the waiting time in the queue is so long and they don’t have enough credit on their phone.
Many of the people who participated in the research have infected leg ulcers and are unable to walk to a GP surgery.
People are unable to get to hospital or a GP because they don’t have the bus fare and it is too far for them to walk.
People who are in active addiction often live chaotic lives and have no means of writing an appointment in a diary or calendar, so appointments get missed.
People feel like they are being judged in health care settings. They are conscious of their appearance and hygiene, so sitting in a waiting room feels uncomfortable.
The withdrawal symptoms from drugs or alcohol are often poorly managed, so people end up discharging themselves from hospital. There is a common misconception that if you are on a methadone script then you don’t need pain relief.
People are not having their legs dressed regularly enough because community nurses will only do leg reviews in a GP surgery or at Rossmore Leisure Centre.
Many of the people in the research have poor mental health but are unable to access community mental health services because they are in active addiction, or they are not six months clean. Healthwatch were also told that trying to access a Community Psychiatric Nurse (CPN) is virtually impossible.
Access to NHS dental treatment is very challenging. Healthwatch spoke to one person who got to the point where the pain was so intense that they pulled out two of their own teeth.