Keyword: Transformation
-
Pamela Spokes
Why things can feel harder than they should
Friction is invisible to those who create it. Most services are designed for the organisation that built them — shaped by internal politics, legacy systems, and the blind spots of experts who have long forgotten what it feels like not to know. They can leave you feeling confused, defeated, or exhausted but you are not the problem.
-
Pamela Spokes
From quick fixes to lasting change: teaching service design to future healthcare leaders
Long before a patient ever meets a healthcare professional, they have already navigated a web of services like appointment letter, directions, parking, and signage. When those services fail, the consequences can ripple through the system. Teaching healthcare professionals to ask better questions, not just find faster fixes, is where long-term change begins.