What are patients’ expectations about finding, accessing care?

There's an urgent need for organizations to remove friction, build trust and enhance convenience. This finding comes from a Press Ganey report dubbed, “Consumer Experience in Healthcare," which explores shifting consumer attitudes toward finding and accessing care. 

Barriers, such as scheduling challenges, long wait times or lack of transparency erode trust, reduce loyalty and disrupt care continuity, Press Ganey said.

The findings are based on 6.5 million patient encounters and a nationwide survey.

"Patients today expect the same level of convenience, transparency and personalization in health care 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."

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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accurate information online about their clinicians as a top priority; nearly half will walk away if details are outdated or missing.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."

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The report outlines key strategies to enhance the consumer experience, including ensuring accurate information, streamlining scheduling and actively managing online reputation. Leading healthcare organizations also are 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.

Read the full report here.