85% of consumers consider safety when choosing care, and 84% would rethink a referral if a provider scores below four stars. Press Ganey's Chrissy Daniels argues that patient trust depends on transparency and human connection, not just technology. Scheduling remains the top barrier, with only 26% rating online booking as excellent.
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Healthcare is changing, and so are patient expectations. I was reading an article this week in Healthcare Finance about a new Press Ganey report that shows that the consumer experience in healthcare must be treated with the same rigor as clinical care. Why? Well, because trust drives safety, loyalty, and growth. Here are some eye-opening stats: 85% of consumers factor perceived safety into their decisions, and those perceptions start online. 84% would reconsider a referral if a provider is rated below 4 stars. Nearly 1 in 5 consumers have already used AI to search for care. And the biggest frustration? Scheduling. Over 1/3 of patients say it's their number 1 barrier to care, and only 26% rate online booking as excellent. Chrissy Daniels, Press Ganey Chief Experience Officer, says it's best— she says consumers expect transparency, coordination, and experiences that feel safe and human. You know, technology accelerates access, but only Connection sustains trust. So the question is, how are we building that trust for patients, employees, and physicians? Let's lead the human experience together. Let me know how you're doing in this space.
