Press Ganey's Report Highlights Key Drivers of Patient Trust and Loyalty in Healthcare

Press Ganey's latest report, Patient Experience 2025, delves into the dynamics of patient trust and loyalty through the analysis of 10.5 million patient encounters. The findings pinpoint safety, effective communication, and teamwork as pivotal elements in delivering care that aligns with escalating patient expectations. Notably, the report observes an improvement in patient experience scores, especially in outpatient settings, driven by advancements in communication, coordination, and access.

However, the study uncovers a disparity in satisfaction levels among patients with unplanned admissions, attributed to gaps in communication and inconsistent care processes during these urgent situations. This insight underscores the necessity for healthcare providers to refine their approach in handling unplanned admissions to bolster patient satisfaction.

Teamwork within care teams has been identified as a crucial determinant of patient loyalty, with a notable link between effective collaboration and higher likelihood to recommend scores. Furthermore, the report highlights the importance of safety and equity in fostering trust, revealing that top-performing organizations are nearly three times more likely to deliver uniform experiences across diverse demographic groups.

The report also sheds light on the impact of post-discharge communication on patient satisfaction, suggesting it as a viable strategy for healthcare organizations to enhance trust and loyalty. Advocating for a paradigm shift towards reliability and equity in care delivery, Press Ganey positions these factors as indispensable for healthcare systems aspiring to excel in patient experience. For further exploration of the report and methodologies to improve patient experience, visit pressganey.com/px2025.