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 podcast.
In this episode Katie talks about patient journeys within the healthcare industry, as well as exploring the importance of service design for improving the 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:
00:00 - Intro
00:57 - Meet Katie
03:35 - NEXA + Katies Role
05:23 - Negative Patient Experience Stories
12:08 - Why is patient experience overlooked?
17:20 - Service design
22:07 - Pure efficiency within service design
24:12 - Importance of collaboration
25:55 - Future of healthcare technology
28:12 - Artificial Intelligence usage
30:04 - Outro
30:30 - Quick-fire questions