Patient experience scores are improving, according to a Press Ganey analysis of 10.5 million patient encounters at hospitals, emergency departments, medical practices, outpatient and ambulatory surgery centers across the U.S.
The report draws on CMS’ hospital consumer assessment of healthcare providers and systems. Nationally, “recommend the hospital” scores climbed from 69 in 2024 to 70.4 in the first quarter of 2025, indicating improvements in patient trust and confidence.
The “likelihood to recommend” metric
- Since 2019, LTR scores have improved 2.8 points for medical practices, 1.7 points for ASCs and 0.5 points for emergency departments. However, inpatient scores have declined 2.2 points since 2019.
- Patients are significantly more likely to recommend hospitals when they perceive cohesion in their care teams. CMS now asks patients whether their “care team worked well together.”
- When patients report feeling “very safe,” LTR scores average 85.3. Without that feeling of safety, the score averages 34.6. The average score was 70.2.
- Strong alignment between physicians and organization leadership is tied to double-digit increases in trust-related experience metrics, including “show respect for what you say” and “spend enough time with you.”
- “Hospitals with the smallest gaps in PX scores across racial and ethnic groups are 2.8 times more likely to rank in the top quartile for LTR,” according to Press Ganey.
The care journey
- Unplanned admissions are associated with 16% lower LTR scores compared to planned stays.
- Patients do not separate digital, clinical and post-care touchpoints — emphasizing the intersection of patient experience and consumer experience. Post-discharge communications can boost LTR scores by more than 20 points.
- Clean and quiet care settings can heavily influence patient experience. The lowest-performing item on the HCAHPS survey is “able to rest as needed.” Among patients who give high “quiet at night” scores, the “able to rest” score increases by 46.1 points.
- In emergency departments, long wait times do not always result in low LTR scores. Strong communication about delays increases recommendation scores by nearly 50 points.
