Press Ganey analyzed patient experience data on 6.5 million patient encounters from more than 2,000 health systems and 490,000 medical office sites nationwide.
Overall, hospitals’ patient experience performance is improving, but still below prepandemic levels. In the first quarter of this year, 69.3% of inpatients said they were likely to recommend their hospital. This tally is up from 68% in 2022, but still down from 72.3% in 2019. In contrast, “likelihood to recommend” scores were at a five-year high for ambulatory surgery centers (85.3%) and medical practices (84.1%).
Even in institutions where patient experience is improving, Press Ganey found variation within specific units or departments, suggesting inconsistencies with unit-level experience work. Patient experience inequities were also evident in inpatient settings, with underrepresented populations reporting significantly lower perceptions of empathy, personalization and service recovery.
The 10 top states for patient experience in hospitals, per Press Ganey:
Note: The list includes ties and results in a numerical listing of 8.
1. Nevada — 78.5% likelihood to recommend score
2. North Carolina 74.9%
3. New Mexico 74.5%
4. Ohio 74.2%
5. Arkansas 74%
Washington 74%
6. South Dakota 73.9%
7. Alabama 73.3%
8. New York 73.2%
Utah 73.2%
View the full report here.
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