Currently, I provide consultation, facilitation and mentoring for the public and private healthcare sectors, including NGO’s, voluntary organisations and start up businesses. I currently advise many decision makers, working groups and committees in care, sharing my experiences as a citizen, patient and carer. My approach is simple: Innovate, Validate, Integrate (and at all times Communicate, Collaborate and Coordinate) With nearly twenty years experience in customer service and business development, I am happy to share my learning across all domains:
Patient, Citizen, Customer Experience (PX/CX)
Staff Experience (Recruitment/ Retention)
Public Speaking / Presentations (Public Communications)
Marketing and Public Relations (Communication Strategies)
Business Planning & Execution (Cost/Benefit/SWOT Analysis)
Networking & Affiliations (Relationship Building)
Research & Development (Validation, Testing, Evaluation)
Branding (Public Perception and Awareness)
Policy & Compliance (Governance)
Leadership and Management (Approaches and Acumen)
I will never waste people’s time or money so before you get in touch, think about the next few questions…
Do you need me to help you?
Okay, so you’re designing a new system, developing a new project or changing a process / product / service that already exists. You may work for yourself, you may work for a big organisation or you may be a start-up company. What is the first thing you think of when you think about your product or solution? What do you need most?
Get investment / loans / finance?
Recruit a team to develop / design / sell?
Hire third parties to market the offering?
Meet with strategic / powerful stakeholders to endorse it?
Get legal advice?
Find more time to do it!
Okay so I don’t have enough money to invest, I can’t create time and I can’t force people to partner or work with you – I’m also not a lawyer! But, I can help you find ways of achieving all of the above.
How can I help you?
As a change agent in action, I know the many challenges that can present to any organisation when trying to bring a new product to fruition, get buy-in from key stakeholders or change a complex process or programme. But these challenges can be overcome if we keep it lean. No matter what stage you’re at with your project/organisation you should be able to answer these important questions (on one sheet!)
WHY? Why do we want to do this? Why do we need to do this? Why should we not do this?
WHO? Who will lead on this work? Who do we need on our team? Who will we engage with?
HOW? How will we collaborate? How will we communicate? How much will we sell it for?
WHAT? What will it cost? What are our barriers/challenges? What is the problem?
WHEN? When will we start the process? When will we review our work? When do we hope to see results?
WHERE? Where will we provide our product/service? Where will we communicate? Where will we go next?
If you can confidently answer all of these, you don’t need my help. If you struggle to answer more than two of these, you may need my help. If you can’t answer any of them fully – get in touch!
Are you okay with my ethos?
Please bear in mind that I will always advise organisations to engage with decision makers, leaders, team (staff), third parties (stakeholders) and, most importantly, service users. The BEST organisations will always dig deeper and within each process of design they will listen, involve and partner with their customers, investors and end-users. It is nearly impossible to change the world without a good team or support system behind you. I also prefer to work with organisations that are doing something good in their communities or supporting vulnerable people; this doesn’t mean I won’t work with anyone else, but I will test your values!
Are you up for a challenge?
I do not tell people what they want to hear, as honesty is my main policy. However, I won’t be cruel – I will always be kind, I will always actively listen and I will always give constructive feedback to HELP you achieve your goals.
Can you open your mind?
I am a strategic thought processor and regularly come up with niche ways of doing things. If you are set in stone in how you’re going to do things, then the chances are I won’t be much help to you. Some of the following “rules of thumb” are examples of the things I feel are most important when bringing a new innovation to market:
Rule 1: Don’t assume (Research)
I meet so many innovators that assume they know exactly what the problem is, and how to solve it. But, usually (not always) I find that they don’t know enough about their end-users. For people to use your solution, you need to make it as easy as possible for them to do that and make sure your product or service meets those needs. Using a simple analysis method called “Touch Points” I can help you clearly identify the areas in which your solution/process is working well, or not working so well. You also absolutely need to know exactly what it is that sets you apart from your competitors (NB: if you work in public services or charities you shouldn’t have competitors, only collaborators!)
Rule 2: “Buy-In = Buying” (Team Building)
I have learned that if you want people to help you, they first need to “buy in” to it. For your team or your customers to “buy in” to what solution, you first need to know exactly what problem it is you are solving for them. If it is a problem they haven’t yet identified, then it is your job to educate them on why they need your solution, or want to help you develop it. The key thing here is not to “sell” your solution” but to educate! Do as much primary and secondary research that you can. Listen, actively listen, to what people are telling you – they may even present the solution in their responses! I can help you find where the information is you need; develop surveys and research tools; and/or facilitate workshops with key stakeholders to get feedback.
The strongest asset every single successful organisation has is communication. In the first instance, you need to be able to communicate to your team, your management, your investors and your end-users/customers. But who are they? Are they just the people that buy or use your services? Any why communicate to them, when you can communicate with them? It is so important to be able to profile who the ideal person is that you need. I can help you develop the profiles for all the people you work with, and for. Your customers are potentially are every single person you talk to. If you start treating every person you meet as your customer: your employers, partners, team, staff, investors, associates, affiliates and the media you will find it is much easier to get your message across.
Does my profile fit in line with your needs?
I am a patient – a “customer” of health services. I share insights of our system, with the system, for the system.
I’ve done this before. You can learn from my successes (and failures!) Click here to learn more about my work.
So finally, if any of the above is of interest to you, but you are still not sure if I’m the right fit, you can always just pop me an email.
If I think someone out there is better than me, for you, I’ll tell you.