Press Ganey, a leader in experience measurement, analytics, and advisory services for health systems and health plans, has released its Healthcare Consumer Experience 2025 report. The study explores how patient expectations are changing in a world shaped by digital fluency and consumer empowerment. Consumers now expect transparency, convenience, and empathy in every interaction whether online or in person. Healthcare organizations that meet these expectations are rewarded with trust, loyalty, and engagement.
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The report emphasizes that healthcare consumer experience is now a strategic priority built on social capital. This social capital, created through trust, connection, and shared purpose among care teams, drives safety, satisfaction, and organizational growth. Consumers increasingly evaluate healthcare choices like they would any significant purchase, relying on access, expertise, and credible information to guide their decisions. Digital presence is often the first measure of safety, with outdated or inconsistent information undermining trust before patients even step into a clinic.
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Key findings highlight that AI tools are being used by nearly one in five consumers to search for care, yet trust remains a critical barrier. Scheduling remains the top frustration for over a third of consumers, and online booking experiences are often rated poorly. Authentic patient feedback continues to play a crucial role, with 84 percent of consumers reconsidering referrals if providers have low ratings. Despite technology advancements, human connection through compassion, clear communication, and accessibility remains the most powerful driver of loyalty and recommendation.
Chrissy Daniels, Chief Experience Officer of Press Ganey, said that consumers are approaching healthcare decisions with greater discernment and expect care experiences that are transparent, coordinated, and reassuring. She added that delivering this level of trust relies on well-aligned teams who communicate effectively, collaborate purposefully, and act with clarity and empathy. According to Daniels, when teams operate in harmony, trust naturally follows and strengthens every patient interaction across the care journey.
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