Patient experience scores reach five-year high in U.S. healthcare

INDIANA, UNITED STATES — In the competitive landscape of 2024, patient experience (PX) has become a pivotal factor in building trust and loyalty within healthcare. 

According to Press Ganey’s latest report, PX scores in the United States (U.S.) are on the rise, reaching five-year highs in ambulatory surgery and medical practices. This marks a significant recovery after the downturn experienced during the COVID-19 pandemic.

Regional improvements in patient satisfaction

Regionally, there have been notable improvements. AHA Region 2 (New York, New Jersey, Pennsylvania) saw the most significant year-over-year improvement, jumping 1.8 points to 67.2. 

However, AHA Region 7 (Arkansas, Louisiana, Oklahoma, Texas) continues to lead with a score of 72.9. Nevada also showed substantial progress, rising 2.3 points since 2022.

Generational gaps in healthcare satisfaction

Despite the overall improvement, disparities persist, particularly among different age groups. Gen Z and millennial patients, who have high expectations for seamless and convenient care, report lower satisfaction levels compared to older generations. 

The “likelihood to recommend” (LTR) scores reveal a 7.7-point gap between patients aged 18-34 and those aged 65-79. This indicates that healthcare organizations must adapt their strategies to meet the evolving needs of younger patients.

“The bottom line is that these younger patients are more critical healthcare consumers than previous generations,” Press Ganey stated. 

The report also highlights hidden inequities in patient experience. Underrepresented populations, particularly in hospitals, report lower scores in empathy, care personalization, and addressing concerns. 

In medical practices, the gap is even wider, with a 7-point disparity between Asian and White patients. Addressing these inequities is crucial for improving healthcare access and ensuring an equitable patient experience for all.

Importance of transparency and communication

Transparency and seamless communication are essential for building trust and improving patient loyalty. 

Specialties with planned admissions, such as cardiac surgery and obstetrics, score highest in patient loyalty. 

In contrast, unplanned admissions typically rank lower. Ensuring smooth communication throughout the care journey can significantly enhance the patient experience.

Best practices for enhancing PX

To elevate PX, Press Ganey said that healthcare organizations should adopt several best practices, including:

• Data-driven strategies: Utilize data to understand different population segments and tailor care accordingly.
• Patient advisory groups: Engage patient advisory groups to guide experience work and ensure patient voices are heard.
• Seamless technologies: Implement digital tools like rounding tools to facilitate human interactions and improve patient perceptions of care.

As healthcare continues to evolve, focusing on patient experience is more critical than ever. 

By addressing generational differences, hidden inequities, and regional disparities, healthcare organizations can create a more personalized and equitable experience for all patients.