The latest report from Press Ganey, titled ‘Patient Experience 2025’, draws on insights from 10.5 million patient encounters across various care settings, revealing that patient experience is deeply influenced by the reliability of safe, communicative, and team-based care. As healthcare expectations rise and care journeys become more complex, the report emphasizes that subpar experiences often stem from lapses in reliability rather than a lack of intent or effort.
Patrick T. Ryan, Chairman and CEO of Press Ganey, stated, ‘Experience isn’t just a reflection of care—it’s the new frontier of care delivery.’ The report suggests that healthcare systems leading in the next decade will be those that treat trust, communication, and consistency as strategic priorities, embedding these elements into the core of care delivery to earn lasting loyalty and achieve better outcomes.
Key findings from the report include an upward trend in patient experience scores, particularly in outpatient settings, with ‘Likelihood to Recommend’ scores showing significant improvements. However, patients with unplanned admissions reported lower experience ratings, highlighting the need for clearer communication and consistent processes. The report also found a strong correlation between effective care team collaboration and patient trust, with teamwork emerging as a leading factor of loyalty across all care settings.
Safety and equity were identified as critical levers of loyalty, with patients rating safety as ‘very good’ showing dramatically higher LTR scores. The report also noted that organizations providing consistent experiences across demographic groups are nearly three times more likely to be top performers, illustrating the inseparable link between equity and excellence in healthcare.
Chrissy Daniels, Chief Experience Officer of Press Ganey, remarked, ‘Patient experience reflects how a system lives its mission—one person at a time.’ The report advocates for a shift from reactive service recovery to a discipline of reliability, using data to anticipate risks and build trust through proactive communication and behaviors throughout the care continuum.
For more detailed insights and strategies on building reliable and equitable patient experiences, the full report is available at https://pressganey.com/px2025.
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