Hounslow Council is exploring a new model of care that would provide patients with a single point of contact to navigate the complexities of the healthcare system, aiming to improve patient experience and address fragmentation within the current system.
The Health and Adults Care Scrutiny Panel met on 3 November 2025 to discuss the New Model of Care, focusing on improving patient experience, supporting carers, and addressing systemic fragmentation. The meeting, which followed an informal meeting on 9 September 2025, highlighted the need for better integration across services and stronger support for unpaid carers.
During the September meeting, Barbara Benedek shared her experience caring for her husband who has dementia, highlighting the complexity of navigating multiple services and the need for a simplified system. She emphasised the importance of patient-centred care and support for unpaid carers, suggesting practical assistance such as council tax relief and transport. Roger Smith shared insights from volunteering, supporting a holistic approach to care, and raised issues such as the high incidence of falls linked to faulty chairs and challenges for individuals with multiple conditions.
The panel also raised concerns about system fragmentation, carer breakdown, and the revolving door syndrome
of patients being repeatedly discharged and readmitted. To address these concerns, the council plans to develop clear metrics to measure the impact of the New Model of Care. According to the notes from the informal meeting, these metrics will include both quantitative measures, such as service uptake and hospital readmission rates, and qualitative, anecdotal evidence, such as patient and carer stories, to capture a comprehensive picture of the impact and user experience. The panel also discussed the importance of building trust through trial results, engaging communities, and reaching vulnerable groups through referrals and word-of-mouth. Suggestions included establishing a Citizens' Panel to influence service design and creating a GP-level mechanism to trigger reviews.
Future actions, as outlined in the notes from the informal meeting, include continuing engagement with patients and carers, exploring mechanisms for community outreach, preparing for GP referrals to the voluntary sector from April 2026, and ensuring robust data governance during site visits and evaluations. The council also plans to ensure robust data governance to protect patient data and use it ethically within the integrated system, as stated in the notes from the informal meeting.
Councillor Farah Kamran, Chair of the Panel, opened the meeting and reminded councillors of the need to declare any interests, with reference to the Monitoring Officer Declaring Interests note. The next meeting is scheduled for 3 March 2026.