Understanding the Impact of Safety, Teamwork, and Communication on Patient Trust and Loyalty

What is the main focus of the Patient Experience 2025 report?

The report focuses on how safety, teamwork, and communication are fundamental to improving patient experience and loyalty, drawing insights from 10.5 million patient encounters across various care settings.

Why is patient experience considered the new frontier of care delivery?

Patient experience is seen as the new frontier because it reflects the reliability of care delivery, with organizations that prioritize trust, communication, and consistency outperforming peers in both experience and loyalty metrics.

How have patient experience scores changed since 2019?

Scores have increased by 1.7 points in ambulatory surgery centers, 2.8 points in medical practices, and 0.5 in emergency departments, with inpatient scores rising 0.9 points year over year.

What impact do unplanned admissions have on patient experience ratings?

Patients with unplanned admissions report the lowest experience ratings and are 16% less likely to recommend the hospital, highlighting the need for clearer communication and consistent processes.

How does teamwork affect patient trust and loyalty?

Effective care team collaboration is strongly linked to higher Likelihood to Recommend scores, making teamwork a leading factor of loyalty across all care settings.

What role does safety play in patient trust?

When patients rate safety as ‘very good,’ their Likelihood to Recommend scores are dramatically higher, underscoring safety’s central role in building trust.

How does equity influence patient experience and loyalty?

Organizations with consistent experiences across demographic groups are nearly three times more likely to be top performers, showing that equity and excellence are closely linked.

What strategies do top-performing health systems use to build patient trust?

They shift from reactive service recovery to a discipline of reliability, using data to anticipate risk, respond quickly, and build trust through behaviors and communication before, during, and after care.

Who released the Patient Experience 2025 report?

Press Ganey, the leader in experience measurement, analytics, and strategic advisory services for health systems and health plans, released the report.

Where can I find more information about the Patient Experience 2025 report?

More information can be found on Press Ganey’s website at https://pressganey.com/px2025.