The Health Scrutiny Committee of Hertfordshire Council met on Tuesday 15 September 2026 to discuss patient experience in GP services, the support offered to carers, and communication pathways for deaf patients. The committee also reviewed its work programme for the upcoming year.

Patient Experience, Access and Improvement in GP Services

The committee was scheduled to receive a report from the Head of Partnerships at the Central East ICB regarding patient experience and feedback mechanisms for GP services across Hertfordshire. The report aimed to outline how patient feedback is collected, analysed, and acted upon, addressing concerns about underrepresentation, complaints, and survey themes. It was intended to cover the 2026 GP Patient Survey results, local patient experience intelligence, and the requirements of the 2026/27 GP contract, including the Hertfordshire Primary Care Action Plan. The report was expected to highlight recurring themes such as access, choice, telephone contact, appointment navigation, communication, continuity, and variations between practices. Recommendations included noting how the ICB collates feedback, the actions planned through the Primary Care Action Plan, and an initial analysis of the GP Patient Survey results.

Carers' Experience of Primary Care Services

A report from the Chief Executive of Carers in Hertfordshire was scheduled for discussion, focusing on the experiences of unpaid carers accessing primary care services. The report highlighted that while carers are essential partners in health and care delivery, their own health and wellbeing can be significantly impacted by their caring roles, and access to primary care support remains inconsistent. The report was expected to detail concerns about carer identification and registration, barriers created by digital-first access systems, and the variability of carer-focused initiatives. Recommendations were to be considered, including reaffirming the ICB's commitment to improving carer health outcomes, encouraging GP practices to actively identify and register carers, promoting consistent countywide standards for carer support, and ensuring annual carers' health checks continue.

Beyond Barriers to Better Health: Improving Communication Pathways in Primary Care for Deaf Patients

The committee was set to consider a report on improving communication pathways for deaf patients in primary care. This report, developed by the Hertfordshire Hearing Advisory Service, Healthwatch Hertfordshire, Communities 1st, and Gobby, focused on the challenges faced by profoundly deaf patients who use British Sign Language (BSL) when accessing primary care. The report was expected to highlight the potential of Video Remote Interpreting (VRI) and Video Relay Services (VRS) to overcome these barriers, noting that these services are already commissioned by the Herts and West Essex Integrated Care Board. The report was intended to inform primary care providers about the availability and use of VRI beyond consulting rooms, including at reception desks and pharmacy counters. Recommendations included asking the ICB to consider how deaf patients can make complaints in BSL and how it can support the initiative's recommendations around workforce development, IT systems, communications, and inequalities.

Health Scrutiny Work Programme 2026-27

The committee was scheduled to review and update its work programme for 2026-27. This process ensures the programme remains balanced and reflects the issues affecting Hertfordshire and its residents. The report outlined the remit of the Overview and Scrutiny Committee and the Health Scrutiny Committee, detailing various scrutiny activities such as bulletins, webinars, site visits, and scrutiny reviews. Members were invited to propose items for inclusion, deletion, or prioritisation, with specific attention drawn to proposals concerning the Palantir Federated Data Platform. The report also included proposed themes for upcoming committee meetings, such as palliative and end-of-life care services, phlebotomy service delays, and the examination of generative Artificial Intelligence (AI) systems in Hertfordshire NHS Trusts.