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Haroon Mahmood

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Haroon Mahmood

Every year there is a finalist who causes the judges to take a sharp intake of breath; an individual who has done so much and to such a high standard that it seems impossible that he or she hasn’t already risen to prominence. This is the very reason for the Spotlight Award, and this year the name on everyone’s lips was Haroon Mahmood from Well in Walsall.

As winner of the TENA-sponsored Customer Care and the Outstanding Contribution categories as well as the Numark-sponsored Spotlight Award, it may seem that success has come easily to Harry, as he is known to his colleagues and patients. But this is most definitely not the case. After four years at university studying to become a pharmacist, Harry was devastated when he missed out on gaining his degree by the smallest of margins, yet was determined not to give up on his ambition to better people’s lives. This resolve led to him taking a job as dispensary manager in a village pharmacy in Worcestershire, and it wasn’t long before he had completely revamped the place and up-skilled the staff, while at the same time honing his pharmaceutical and people skills.

Harry’s next role was as a pharmacy manager in Cumbria, and he says this was the place he began “to formulate a blueprint for what customers want and need”. Constant evaluation of his own work and that of his team to make sure they were truly doing all they could for the community they served led Harry to identify three strands of excellent customer care: “Being human, being effective, and being expert.”

Moving into a relief management role at Well was a challenge, coming at a time when the company was going through a major transition, and Harry admits it tested his skills, knowledge and perseverance. But his philosophy of “if opportunity doesn’t knock, build a door” paid off, and he has established strong relationships with staff across many stores, and built up excellent rapport with local communities. He currently holds several positions within Well, including manager of two branches, cluster manager for a group of stores within his region, a secondment to a nearby flagship pharmacy, and deputising for his area manager.

The judges deemed Harry a worthy winner of the Customer Care and Outstanding Contribution Awards, highlighting his awareness in not only noticing that two patients had not picked up their usual monitored dosage systems and investigating why, but going to the trouble of visiting the individuals in hospital and then making sure that their transition back into sheltered accommodation was as seamless as possible. Harry’s rise to management has certainly not stopped him getting on with what needs to be done on a day-to-day basis either. When the delivery driver of Well in Darlaston, Walsall, where Harry is now branch manager, was taken ill, he took on medication deliveries himself.

It would be a mistake to assume that Harry’s focus is entirely on patients. As he says: “It is not only your customers that need you, but your colleagues as well… I always take time to listen, consider how I can elevate their mood and help inspire them to continue their good work.”

Mentoring, supporting and coaching colleagues through professional and personal struggles, as well as making sure the running of his branch is as good as it can be, is all in a day’s work for this young man.

The judges were particularly struck by how Harry has forged such a successful career in pharmacy after what was undoubtedly a huge disappointment at what he thought would be the start of his journey through the profession. Awards judge Avicenna chief executive officer Salim Jetha described Harry as “a very determined man, who by deeds and passion has climbed up the ladder”, and Ali Stunt, chief executive of Pancreatic Cancer Action, added: “He supports patients in ways beyond the scope of pharmacy.”

When it came to the Spotlight Award, there was nobody more deserving than Harry, said last year’s winner and 2017 judge Myra Battle, who was bowled over by “his positive, charismatic constant support for all colleagues and the community” and his steadfastness in “following his dream with empathy”.

Harry, however, is humble about the accolades heaped upon him at the Awards ceremony, saying: “It was fantastic to be shortlisted, but I didn’t expect to win one award, let alone three!”

As far as Harry is concerned, his future lies in customer experience. While he clearly excels operationally, he feels area or regional management would not be the best use of his skills, saying: “I would like to be influential in getting colleagues truly engaged with their customers, really embracing that human aspect and developing community spirit.”

 

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Recognition of Excellence 2017

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