---
title: "Podcast: Why is Patient Experience Overlooked in Healthcare"
description: Watch and listen to the CX Insider Podcast episode with our Service Design and Delivery Director, on why Patient Experience is overlooked in Healthcare.
---

# PODCAST:

Why Patient Experience is overlooked in Healthcare

It's important keep the conversation going on how we can transform healthcare for the better.  Our Service Design and Delivery Director, Katie Bowden, delves deep into the critical aspects of healthcare that often go unnoticed, in the episode *"Why Patient Experience is overlooked in Healthcare"* on the [CX Insider](https://cxinsider.com/) podcast.

In this episode Katie talks about patient journeys within the healthcare industry, as well as exploring the [importance of service design](https://nexa.com.au/service-design/) for improving the [patient experience](https://nexa.com.au/solutions/patient-experience/). She brings her expertise to the table, shedding light on the challenges and opportunities in improving patient experience. 

Watch it below, or take a listen [here](https://podcasts.apple.com/au/podcast/cx-insider-customer-experience-leaders-sharing-insights/id1482609252?i=1000627508207):

[![Podcast](https://info.nexa.com.au/hs-fs/hubfs/Podcast.jpg?width=1100&height=618&name=Podcast.jpg)](https://www.youtube.com/watch?v=DqVcOeQIWpc)

Contents:

[00:00](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=0s) - Intro

[00:57](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=57s) - Meet Katie

[03:35](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=215s) - NEXA + Katies Role

[05:23](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=323s) - Negative Patient Experience Stories

[12:08](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=728s) - Why is patient experience overlooked?

[17:20](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1040s) - Service design

[22:07](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1327s) - Pure efficiency within service design

[24:12](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1452s) - Importance of collaboration

[25:55](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1555s) - Future of healthcare technology

[28:12](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1692s) - Artificial Intelligence usage

[30:04](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1804s) - Outro

[30:30](https://www.youtube.com/watch?v=DqVcOeQIWpc&t=1830s) - Quick-fire questions