The Adult Care Services Cabinet Panel met on Tuesday 09 September 2025 to discuss the Sensory Services Strategy 2025-2028, review the Adult Care Service Complaints 2024-2025 report, and receive an update on the Connect and Prevent Transformation Programme. The Panel noted and commented on the Sensory Services Strategy and Action Plan, recommending its approval to Cabinet. The Panel reviewed the Adult Care Service performance for the fourth quarter of the 2024-2025 financial year, noting the findings and receiving an update on the progress of the Connect and Prevent programme, which is exceeding its savings targets.

Sensory Services Strategy 2025-2028

The Panel considered the proposed Sensory Strategy 2025-2028 and its accompanying Action Plan. The strategy aims to address inequalities faced by individuals with sensory loss in Hertfordshire, focusing on five key priorities: providing clear and accessible information, fostering collaborative and inclusive support within communities, improving emotional and peer support, enhancing technology to promote independent lives, and increasing awareness of sensory loss across public services and partner organisations. The strategy aligns with various legislative requirements, including the Care Act 2014 and the Equality Act 2010, and acknowledges the projected increase in the number of people living with sight and hearing loss in Hertfordshire. Councillors expressed support for the strategy, highlighting the importance of accessible information and the need to ensure services remain a priority, particularly in light of potential local government reorganisation. The Panel noted and commented on the content of the report and recommended to Cabinet that it approves the Strategy.

Adult Care Service Complaints 2024-2025 Report

The Panel reviewed the Adult Care Service performance for the fourth quarter of the 2024-2025 financial year. The report detailed that 435 complaints were received, with 401 classified as formal complaints. Communication was identified as the most significant recurring theme in complaints, followed by issues related to assessments, care plans, and disputed charges. While 44% of investigations resulted in complaints being upheld or partially upheld, the report also highlighted a 25.8% increase in compliments received compared to the previous year. The establishment of a new Adult Care Services Complaints Team was noted as a positive step towards ensuring consistency and timeliness in complaint responses. Councillors acknowledged the importance of learning from both complaints and compliments to improve service delivery and expressed concerns about the potential for under-reporting of complaints.

Investment in Prevention - Connect and Prevent Transformation Programme – Update

The Panel was invited to note and comment on the update of the Connect and Prevent Transformation Programme, which aims to improve outcomes for individuals by preventing, delaying, or reducing the need for long-term care, while also generating savings. The programme is reportedly ahead of schedule, with projected cumulative savings of £2.1 million to date. The report detailed progress across five workstreams: Proactive Prevention, Community Connections, Effective Enablement, Progressive Reviews, and Preventative Transitions. Notable successes included the use of AI to identify unpaid carers at risk of breakdown, a sustained increase in the number of people accessing reablement services, and the implementation of collaborative case discussions and goal-based plans for individuals with learning disabilities. The programme is also exploring further opportunities for transformation, including supporting access to local homes, empowering communities, prioritising enabling models of care, and supporting the workforce. Councillors expressed their satisfaction with the programme's progress and its positive impact on both service delivery and financial targets.