Working with the NHS, Hassan learned the importance of listening more than speaking
»Before this project, when registering with a GP in the UK, it was all paper based. If lucky, people had to fill out three different forms with little transparency on eligibility. My job was to help streamline that process and make it digital, working hands on with the NHS to make it happen«, Hassan explains.
Hassan’s goal was clear – in March 2023, 500 GPs used the service; by December, he had to convince 1,500 more to adopt it. Later, that number would increase to 2500 before finally, in March 2024, the service turned mandatory.
»The interesting challenge in this project was the human element – getting healthcare staff and patients to embrace a service that was initially voluntary«, Hassan says.
Hassan realized that his job wasn’t to convince GPs that the online service was superior to the paper form – it clearly was. Instead, he was competing with established realities around change. GPs had insecurities about IT skills and patients’ willingness to adapt, and the conversation naturally gravitated away from the service and towards the specific problems experienced by each GP.
»I had to remember this wasn’t me imposing change, but a co-creation process. When someone said ‘aha’ I felt happiest, as it meant we had reached a common understanding. I try to always remember that we have two ears and one mouth«