Patients as Consumers: New Research Report Shows A New Era of Expectations in Healthcare

18 February 2025

New Data from Press Ganey Reveals Patients Will Walk Away Over Friction, Unreliable Reviews, and More

Press Ganey, the leading provider of experience measurement, data analytics, and insights for health systems and health plans, has released its latest research report, “Consumer Experience in Healthcare.” The findings, based on 6.5M patient encounters and a nationwide survey, highlight the growing consumer mindset in healthcare and the urgent need for organizations to remove friction, build trust, and enhance convenience.

The report explores shifting consumer attitudes toward finding and accessing care, reinforcing that ease of access is a key driver of patient experience. Barriers—such as scheduling challenges, long wait times, or lack of transparency—erode trust, reduce loyalty, and disrupt care continuity.

Patients today expect the same level of convenience, transparency, and personalization in healthcare as they do in other industries,” said Patrick T. Ryan, CEO and Chairman of Press Ganey Forsta. “Meeting these evolving expectations isn’t just good practice—it’s essential to delivering safe, high-quality, patient-centered care.

Key findings include:

• AI Adoption: Over one-third of consumers use AI for healthcare-related purposes like researching treatments and looking up physicians, but 75% expect transparency when AI is involved in patient communications.
• Friction Costs Loyalty: Nearly half (48.4%) of consumers face appointment barriers—and these types of patient friction leading to a 13.1-point drop in “likelihood to recommend” scores.
• Online Reviews Matter: 59% rely on online search and would delay appointments if high-quality reviews from former patients are lacking.
• Accuracy Is Non-Negotiable: 9-in-10 consumers consider accurate information online about their clinicians as a top priority; nearly half will walk away if details are outdated or missing.
• Online Scheduling Drives Choice: 80% consider it essential, yet only 25% rate current experiences as “excellent.”

Today’s consumers are more informed and discerning than ever,” said Pranav Desai, Senior Vice President and General Manager of Consumer Experience at Press Ganey. “Health systems that prioritize transparency and convenience will attract more patients, build trust, and foster lasting relationships—ultimately improving care quality and community health.

The report outlines key strategies to enhance the consumer experience, including ensuring accurate information, streamlining scheduling, and actively managing online reputation. Leading healthcare organizations are also successfully integrating AI to enhance key touchpoints while maintaining transparency and trust. By continuously gathering patient and employee feedback, they make data-driven improvements that align with consumer expectations and drive long-term loyalty.

For a detailed look at the findings and actionable insights, read the full “Consumer Experience in Healthcare” report: pressganey.com/CXreport.