Press Ganey Report Highlights Key Factors in Patient Trust and Loyalty

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 spotlight 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, thanks to enhanced communication, coordination, and access. However, it also points out that patients undergoing unplanned admissions express lower satisfaction, underscoring the necessity for clearer communication and more consistent care processes during such critical times.

The significance of teamwork within care teams has been highlighted as a key determinant of patient loyalty. The report reveals a strong link between effective team collaboration and higher scores in the likelihood to recommend a healthcare provider. Moreover, the emphasis on safety and equity is shown to be crucial in fostering trust, with leading organizations being nearly three times more likely to deliver uniform experiences across various demographic groups.

An important takeaway from the report is the impact of post-discharge communication on patient satisfaction. This strategy is presented as a practical approach for healthcare organizations to bolster trust and loyalty among patients. Advocating for a shift towards reliability and equity in care delivery, the report positions these aspects as fundamental for healthcare systems aspiring to excel in patient experience. For further insights into the report and methodologies to enhance patient experience, visit pressganey.com/px2025.