Hertfordshire Covenant Board uses veteran insights to improve healthcare provision

August 4, 2026

Healthcare providers may not always understand the health impact of Service life.

What was the situation?

Hertfordshire Armed Forces Covenant Board noticed that there was a lack understanding by NHS professionals of Service life and being a veteran. The Board identified a need to better understand the experiences of veterans accessing healthcare services.

What made this Covenant disadvantage?

Service in the Armed Forces can create unique healthcare needs. Also, the transition from military to civilian life can create unique challenges for veterans and their families. Unlike civilians, veterans may have specific support needs and may be less familiar with the services available in their local area. NHS professionals might also be less familiar with the impacts of Service life, and the services available to the Armed Forces community, than for their civilian patients. This can make it more difficult for veterans than civilians to access the right support at the right time.

What was done to help?

Hertfordshire Armed Forces Covenant Board and Healthwatch Hertfordshire engaged with 100 local veterans and NHS professionals to understand veterans’ experiences of healthcare services. They conducted surveys, interviews, and focus groups, funded by Hertfordshire Public Health.

The findings informed an action plan which included measures to improve awareness of Service life and the Armed Forces Covenant among secondary care practitioners. The action plan also promoted the Veteran Aware programme to local hospitals, and the Royal College of General Practitioners’ Veteran Friendly GP Practice scheme to local surgeries.

What was the outcome?

Healthcare providers in Hertfordshire increased their awareness and understanding of the Armed Forces community and the impacts of Service life. Through the promotion of veteran-focused initiatives and improved practitioner awareness, healthcare services were better placed to identify and support veterans accessing care.

Wider information

You can read more widely about:

• Covenant disadvantage and special provision (the two types of case study in this database)
• Covenant support for the Armed Forces community: Healthcare

Disclaimer: This case study is part of the Covenant case study database. MOD has developed the database to illustrate examples of good practice for organisations in scope of the Covenant. It serves as a guide for effective Covenant delivery, offering practical insights into achieving fairness for the Armed Forces community. Delivery of the Covenant may vary across the UK. This means there is no guarantee the solution outlined in this case study is available in your area.