Hounslow Council is establishing a Citizens' Panel, aiming to amplify residents' voices in the design and delivery of local health services. The initiative, a key topic at the Health and Adults Care Scrutiny Panel meeting on 3 November 2025, seeks to enhance patient experiences and tackle fragmentation within the care system. The Citizens' Panel is suggested as a mechanism to influence service design.

The panel's creation follows concerns about the difficulties residents face when navigating health services, particularly carers. Barbara Benedek, a carer for her husband who has dementia, stressed the need for a simpler system with a single point of contact. She also advocated for patient-centred care and increased support for unpaid carers, including practical assistance like council tax relief and transport options.

Roger Smith, drawing on his volunteering experience, echoed the call for a holistic approach to care. He highlighted issues such as the prevalence of falls related to inadequate seating and the challenges faced by individuals managing multiple health conditions.

The Citizens' Panel emerged as a key suggestion from an informal meeting held on 9 September 2025. According to the meeting notes, discussions also centred on building trust through transparent trial results, actively engaging communities, and reaching vulnerable populations through targeted referrals and word-of-mouth.

Councillor Farah Kamran, Chair of the Panel, along with other members, voiced concerns regarding system fragmentation, carer burnout, and the revolving door syndrome where patients are repeatedly discharged and readmitted to hospitals.

The council intends to use a combination of quantitative data and qualitative feedback to assess the effectiveness of the new care model. Future steps involve ongoing engagement with patients and carers, the development of clear performance metrics, exploration of community outreach strategies, and preparations for GP referrals to the voluntary sector starting in April 2026. Further details on the discussions and planned actions can be found in the public reports pack for the meeting.

The next meeting is scheduled for 3 March 2026.