Insight Report: Healthcare access barriers among people experiencing homelessness in Merton

Engagement with YMCA and Faith in Action winter night shelter

This report presents findings from engagement activities with people experiencing homelessness or living in temporary accommodation in Merton, carried out between January and August 2025 with the YMCA and Faith in Action Winter Night Shelter. 15 in-depth conversations took place across two visits to the Faith in Action Winter Night Shelter at Martin Way Methodist Church and a focus group with 10 men was held at the YMCA.

Key insights:

• People are unsure of how to register with their GP which can limit their access to basic and specialist healthcare.
• Having translated information available in multiple languages is so valuable. Polish and Tamil speakers shared that it can be hard to communicate their needs and navigate the health and care system.  
• Digital exclusion through lack of phones or data, low digital literacy, and device limitations can block people from using NHS apps and booking appointments online.
• People aren’t sure how to access mental health services and whether these are free. Some people thought that you had to pay to access services such as IAPT and this along with long waits put them off seeking help.
• NHS dentists are hard to find, leaving many unable to access routine or urgent dental care.
• Confusion and fear over costs including uncertainty about eligibility for free care mean people avoid treatment, leading to untreated dental problems.
• Delays of up to three months for physiotherapy and secondary care are stopping people from working and recovering, especially those in manual jobs. Some are forced to pay privately or turn to emergency services.
• A&E can feel like the only option for some people, especially for work-related injuries. People face uncertainty around how to register with a GP, what documentation is required, or may have been turned away due to not having a fixed address.
• Pharmacies are the first stop for quick advice, people suggested that they build closer links with community organisations to provide support for people who are homeless.
• Primary care feels impersonal and hard to access, with people wanting better communication and home visits, particularly for neurodivergent patients and those with fluctuating health needs.

Next steps

The insights gathered will be shared with Merton’s local health and care providers and with Merton Council. We have shared our engagement from Faith in Action with our Merton Health and Care Together Place Committee and we expect to take this insight from the YMCA engagement to a future meeting.

The findings on access to dental care will be included in our overarching Merton and Wandsworth Oral Health report. They will also be shared with the South West London Local Dental Committee (LDC), the Merton and Wandsworth Primary and Community Care team and NHS England Public Health colleagues. We will also share them with our partners at King’s College Community Special Care Dentistry team to inform future service planning and support.