The Adult Care Services Cabinet Panel met to discuss the Sensory Strategy 2025-2028 and the Adult Care Services complaints 2024-25 report, and to receive an update on the Connect and Prevent Transformation Programme. The panel approved the Sensory Strategy and noted the other reports.

Sensory Strategy and Action Plan

The panel reviewed and approved the Sensory Strategy 2025-2028, a plan to support residents and carers experiencing sensory loss. The strategy is structured around five key priorities:

• Providing clear, accessible information
• Working collaboratively to build inclusive and holistic services
• Providing a seamless approach to technology that promotes independent lives
• Improving emotional and peer support
• Improving awareness of sensory loss across the workforce and key partners

The strategy aligns with several council priorities and legal responsibilities, including the sense strategy, the dementia strategy, the physical disabilities co-production strategy, adult social care commissioning intentions, the Care Act, the Children's Act, the Equality Act, and accessible information standards.

The strategy includes a dynamic action plan to respond to changing priorities and challenges. The action plan assigns specific work streams to health, home and community, children and family, and a project team. Progress will be monitored through workforce data, service feedback, and quarterly reviews, with governance provided by the Century Strategy Partnership Board.

Councillor Tony Kingsbury raised concerns about embedding accessible information practices and ensuring the continuation of sensory services given financial pressures. He noted:

In terms of the accessible information, that's obviously come up nationally as an issue for many people and something that we should really, really be concentrating on. I know it's in the strategy. Are we, how are we really going to make sure that's embedded everywhere? Because that's really important to people.

Janet, whose last name is not provided, responded that resources would be leveraged against existing structures and new funding opportunities would be explored. Helen, whose last name is not provided, added that a self-assessment against the Accessible Information Standards¹ would be conducted, and the council would continue to support the sensory services team.

Councillor Rachel, whose last name is not provided, asked about raising awareness among voluntary groups, faith groups, and health services, particularly regarding the differences between deaf, deafblind, and hard of hearing individuals. Shaney, whose last name is not provided, explained that the council is working to ensure all workforce members are aware of sensory loss and how to improve communication, mapping existing resources and identifying gaps with partners and health services.

Councillor Fiona Kingsbury highlighted the link between sensory loss, mental health, and dementia, and asked about liaising with schools to raise awareness. She also asked about promoting British Sign Language (BSL) training for staff. Janet responded that Heart's Vision Loss, a commissioned volunteer sector provider, is working with schools, and the council offers webinar and face-to-face BSL training sessions for staff and partners.

Councillor Nigel Bell welcomed the report and emphasised the importance of addressing inequalities for those with hearing and sight loss. He noted that 77% of people with accessible information needs reported rarely or never receiving information in the right format, and one in three health and social care providers were unaware of the NHS accessible information standard. He asked how these figures would be tackled. Janet responded that it was an ongoing process of raising awareness and identifying gaps, linking with the voluntary sector for intelligence on unmet needs.

Councillor Chris Lloyd expressed concern about the potential impacts of local government reorganisation on sensory services and the need to protect and enhance this key work.

The panel agreed to note and comment on the content of the report and recommend to cabinet that it approves the Sensory Strategy and Action Plan.

Adult Care Services Complaints 2024-25 Report

The panel reviewed the Adult Care Services Complaints 2024-25 report, which provided feedback on public experiences with adult care services. The report highlighted that in the 2024-25 period, the council received over 35,000 referrals for assessments for care and support, undertook over 38,000 assessments, carried out nearly 10,000 financial assessments, and nearly 29,000 care reviews. There were 630 formal compliments and 435 complaints.

Catherine Greenlaw, Head of Practice and Assurance, presented the report, noting that 34% of the 435 complaints were resolved quickly, and 10 were refused due to statutory criteria. Of the formal complaints, 44% found some level of fault, while 31% did not. Senior management reviews were conducted for 27 cases, with varying outcomes. Communication was identified as the largest area of complaint.

Greenlaw provided an example of responding to a complaint where the complaint was not upheld, but actions were taken to improve communication with the family. She also discussed joint complaints with health partners, particularly regarding hospital discharge, and the involvement of the Local Government and Social Care Ombudsman.

The report emphasised that the council is a learning organisation and is working to improve the quality of practice and outcomes for people supported in Hertfordshire. The new ACS complaints team, led by Danielle Jones, has had a positive impact on the management of complaints, timeliness of responses, and quality of responses.

Councillor Paul Seavey asked about common themes identified in complaints and how they informed learning. Greenlaw responded that communication was a significant theme, ranging from lack of contact to misunderstanding assessment decisions. She noted that the council is developing more fact sheets and shared information for both the public and practitioners.

Councillor Nigel Bell acknowledged that while the complaint numbers may seem small as a percentage of overall referrals, there are likely more residents who are reluctant to complain. He emphasised the importance of understanding this issue, particularly among different groups.

Councillor Calvin, whose last name is not provided, asked about the new complaints team's role in improving learning across the organisation and ensuring consistency in practice, particularly regarding health complaints. Greenlaw responded that the central team was established to ensure consistency and share learning across the organisation.

Councillor Wendy, whose last name is not provided, noted that communication is a common cause of complaints and that many people are reluctant to complain. She also raised concerns about external provision of adult care. Greenlaw responded that the council is working to have oversight of complaints made to external providers and is monitoring their activity.

Councillor Chris Lloyd asked about sharing experiences and good practice across different complaint processes within the council. Greenlaw responded that there are regular meetings among complaints leads from across the council, and Danielle Jones is linking closely with her counterpart in Children's Services.

Councillor Fiona Thompson highlighted the importance of compliments for staff and the frustration of unpaid carers waiting for information. She asked about maximising survey responses and ensuring consistency of responses across the county, particularly with local government reorganisation coming forward.

The panel agreed to note and comment on the content of this report.

Connect and Prevent Transformation Programme Update

The panel received an update on the Connect and Prevent Transformation Programme, which aims to deliver better outcomes for people by preventing, delaying, or reducing the need for long-term care, as well as delivering savings in care purchasing budgets. Jackie Albury, Director of Planning and Resources, presented the update, noting that the programme is the biggest transformation programme across the council and aims to deliver savings of just under £25 million across the length of the programme.

The programme focuses on five work streams: proactive prevention, community connection, effective enablement, progressive reviews, and preventative transitions. Albury highlighted the use of artificial intelligence (AI) to identify unpaid carers in the community and provide them with preventative support. She also discussed the implementation of a reablement first policy and the introduction of collaborative case discussions and goal-based plans for people with learning disabilities.

Albury presented two case studies to illustrate the impact of the programme: one involving a carer who was feeling isolated and exhausted, and another involving a young lady with learning disabilities who was able to achieve greater independence through goal-based planning.

In terms of financial performance, the programme is currently ahead of schedule, with £2.1 million in cumulative savings delivered to date, compared to a projected £0.5 million. Albury emphasised the importance of sustaining business as usual to maintain this trajectory.

Albury also discussed potential opportunities to expand the programme, including supporting access to local homes, proactively empowering communities, prioritising enabling models of care, and enabling staff to work in different ways.

Councillor Tony Kingsbury commented on the importance of the project and the positive outcomes for people. He asked for clarification on the graphs presented and noted the significant uplift in savings from transitions. Albury responded that the learning disability programmes have been particularly successful, while setting up the AI has taken longer than expected.

Councillor Rachel asked about the financial and human costs of not implementing the programme and how data is safeguarded and protected when using AI. Albury responded that without the programme, individuals may end up with too much care and not achieve their full potential. She explained that the AI software is specifically designed for data analysis and that data is pseudonymized and shared securely.

Councillor Paul asked if AI is the only tool being used to identify people and if the council links in with projects like the Memory Hub. Albury responded that the AI is currently focused on carers for older people and that the programme links in with voluntary and community support in the communities.

Councillor Chris Lloyd asked how the council is successful in getting carers to engage and how councillors can help people who are struggling but reluctant to have additional help. Albury responded that the council co-produced the outreach letter with carers and that the initial phone call from Carers in Herts has been powerful for people.

Councillor Fiona highlighted the importance of preventative work and keeping people connected to their communities. She asked about expanding the carer remit to include those with young onset dementia and how to identify carers who don't recognise themselves. Albury responded that the council plans to expand the programme to include carers of people with learning disabilities and that the AI tool is designed to pick up on relationships that look like a carer.

Councillor Liz, whose last name is not provided, congratulated the team on the programme's success and shared a personal story about her family's experience with caring for someone with sensory loss.

Councillor Wendy expressed her disagreement with the local government reorganisation programme and thanked the council for reassuring her that AI does not make decisions.

Councillor Calvin expressed reassurance about the progressive reviews and the use of goal-based planning. He also emphasised the importance of links between housing and social care.

The panel agreed to note and comment on the update of the Adult Care Services Connect and Prevent Programme.