Neil Patel

…who has, over many years of exploration and study, found new and better ways to take care of premature and sick babies. A field that is naturally focused first on keeping fragile newborns alive has always been technology-led, at least in the west. Learning from countries where the tech is not available suggested benefits in parents being much more centrally involved, an idea that superficially looks like introducing untrained carers into the middle of a high-risk situation. But Neil found that being led by parents, the customers they could speak to, also led to much better outcomes for immediate health and growth, and in creating better long term conditions for the family by reducing trauma and tension in their baby’s earliest days. Remarkably, even in this medical field, the customer-led principles originating in businesses translate well. The team has gone on to take the principles further, introducing regular listening sessions for (originally nervous) staff teams with parents, and innovating in line with ideas parents suggested such as overnight video updates from nurses to parents on their baby’s wellbeing.