Key Takeaways on Patient Experience Statistics
Just 64% of people rated their healthcare experiences over the past year as either very good or good—marking the lowest level recorded in recent years.
Clear communication and attentive listening were highlighted as essential for a positive patient experience, with 96% of individuals recognizing the importance of these qualities in healthcare providers.
Nearly half of U.S. adults—50%—have postponed or skipped healthcare, highlighting the widespread impact of access and cost barriers worsened by systemic inefficiencies.
Patients aged 18–34 recorded an average "Likelihood to Recommend" score of 77.7 in 2023, which is 7.7 points lower than the score of 85.1 reported by patients aged 65–79.
An overwhelming 92% of individuals stated that having a good patient experience is extremely or very important to them, although this figure has experienced a slight decline compared to past years.
Patient Experience Scores by Care Setting
Just 64% of people rated their healthcare experiences over the past year as either very good or good—marking the lowest level recorded in recent years.
A notable 64% of adults expressed the wish for healthcare providers to dedicate more time to understanding their personal needs and unique circumstances during appointments.
Clear communication and attentive listening were highlighted as essential for a positive patient experience, with 96% of individuals recognizing the importance of these qualities in healthcare providers.
Courtesy, respect, and taking pain seriously were each identified as critical factors in healthcare by 94% of individuals.
Fewer than half of individuals—less than 50%—considered amenities like good food, modern facilities, or on-demand TV as integral to their healthcare experience.
In 2023, ambulatory surgery reached a five-year high with a "Likelihood to Recommend" (LTR) score of 85.3 out of 100, highlighting significant improvements in this care setting.
Medical practices also achieved a five-year peak in 2023, earning an LTR score of 84.1 out of 100, reflecting improved patient experiences.
Hospitals recorded an LTR score of 69.2 out of 100 in 2023, showcasing continued progress but still falling short of pre-pandemic benchmarks.
Emergency departments achieved an LTR score of 66.6 out of 100 in 2023, demonstrating improvement yet remaining below pre-pandemic levels.
Patient Demographics and Disparities in Experience
52% of respondents expressed the importance of being treated with respect during their healthcare encounters.
46% of individuals stated a preference to be addressed as people rather than being reduced to symptoms, diagnoses, or diseases.
Only 20% of individuals identified themselves as customers in healthcare, stressing the need to be treated accordingly.
A seven-point gap in patient experience scores was observed between Asian and White patients in medical practices, with Asian patients scoring lower.
In medical practices, Asian patients scored 6.3 points below average for "Likelihood to Recommend," while White patients scored 0.7 points higher than average.
Black or African American patients reported below-average experiences in key areas such as staff teamwork, empathy, and privacy during their healthcare visits.
American Indian and Alaska Native patients reported more negative experiences in most areas of care, except for information and amenities, where they rated slightly better.
Hispanic or Latino and Native Hawaiian or Pacific Islander patients expressed lower satisfaction with the courtesy of room cleaning services in healthcare settings.
53% of Latino adults reported delaying or skipping healthcare over the past two years, underlining a significant access disparity.
Latino adults spend an average of 3 hours per week managing their healthcare, compared to 2.6 hours for all BIPOC adults and just 1.6 hours for White adults.
Patients aged 18–34 recorded an average "Likelihood to Recommend" score of 77.7 in 2023, which is 7.7 points lower than the score of 85.1 reported by patients aged 65–79.
In 2023, patients aged 35–49 reported a "Likelihood to Recommend" score of 80.3, representing a middle ground compared to both younger and older age groups.
Adults diagnosed with cancer, diabetes, and obesity reported facing unique challenges in healthcare, including timely access to care and receiving personalized treatment.
Geographic Trends in Patient Experience
Over 70% of U.S. adults believe that the healthcare system falls short in meeting their needs, according to exclusive findings shared with TIME from a Harris Poll conducted for AAPA.
Nevada recorded a "Likelihood to Recommend" (LTR) score of 78.5 in 2023, reflecting a year-over-year improvement of 2.3 points, the largest increase among all states.
A notable 13.8-point gap separates Nevada, the state with the highest patient experience score, from the lowest-scoring state.
Arkansas made it into the top five states for patient experience in 2023, achieving an LTR score of 74.0, which marks a 0.9-point increase compared to the previous year.
American Hospital Association Region 7, covering Arkansas, Louisiana, Oklahoma, and Texas, reported the highest average patient experience score of 72.9 in 2023.
Among American Hospital Association regions, Region 2—encompassing New Jersey, New York, and Pennsylvania—showed the greatest year-over-year growth, with patient experience scores rising by 1.8 points in 2023.
Factors Driving Patient Experience
An overwhelming 92% of individuals stated that having a good patient experience is extremely or very important to them, although this figure has experienced a slight decline compared to past years.
71% of respondents shared that a good patient experience is vital because their health and well-being hold deep personal significance.
64% of individuals expressed that they prioritize a good patient experience because they want their physical needs to be taken seriously.
Nearly half—49% of people—believe that a good patient experience directly influences their health outcomes, while 35% indicated it shapes their future healthcare decisions.
40% of adults admitted to feeling afraid to voice their concerns during healthcare appointments, underscoring a notable communication barrier in patient-provider relationships.
27% of adults reported delaying or skipping healthcare services because they did not perceive their condition as serious enough.
Facilities with high employee engagement are three times more likely to achieve top patient experience scores when compared to facilities with lower engagement.
Over the past five years, the primary drivers of inpatient "Likelihood to Recommend" scores have been staff collaboration, responsiveness to concerns, attentiveness to patient needs, nurses’ attitudes toward requests, and effective communication from nurses.
Healthcare Access and Barriers
Nearly half of U.S. adults—50%—have postponed or skipped healthcare, highlighting the widespread impact of access and cost barriers worsened by systemic inefficiencies.
Cost concerns were the top factor driving delays in care, with 40% of adults naming financial worries as the primary reason for skipping or postponing healthcare in the past two years.
One in three adults (30%) cited being unable to step away from personal or professional responsibilities as a reason for delaying or avoiding healthcare over the last two years.
A quarter of adults (25%) reported that the length of time it takes to secure an appointment contributed to their decision to delay or forgo healthcare.
More than half—56% of U.S. adults—wait longer than a week to see a healthcare provider, according to The Harris Poll commissioned by AAPA.
Access-related challenges were key reasons for declining trust in healthcare, with 43% of individuals citing long wait times and 39% pointing to difficulties in obtaining care.
Time and Complexity in Managing Healthcare
U.S. adults spend an average of 8 hours each month coordinating healthcare for themselves or their loved ones—equivalent to a full workday every month.
According to AAPA research, the average U.S. adult devotes as much time each month to managing healthcare as they would to completing a standard 8-hour workday.
Managing healthcare is perceived as overwhelming and time-consuming by 65% of adults, contributing to widespread dissatisfaction with the overall system.
37% of individuals emphasized the importance of a positive patient experience due to the value they place on their time, while 35% underscored the relevance of the financial investment they make in healthcare services.
95% of people ranked having a clear plan of care and an explanation for that plan as essential elements of their healthcare experience.
Trust and Perception of the Healthcare System
According to the AAPA-Harris Poll survey, nearly 73% of U.S. adults believe the healthcare system falls short in meeting their needs in at least one area.
Trust in healthcare has taken a hit, with 68% of people expressing that trust has declined over the past two years.
Almost half—48% of individuals—cited the perception that the healthcare system prioritizes its own interests over patient care as a reason for their loss of trust.
The COVID-19 pandemic was singled out as a major factor contributing to eroding trust in healthcare by 44% of respondents.
Importance of Patient-Centric Care
According to the Harris Poll conducted for AAPA, patient dissatisfaction with the U.S. healthcare system is primarily driven by long wait times, high costs, and the complexity of care coordination.
Clear communication and attentive listening were identified as pivotal for a positive patient experience, with 96% of individuals underscoring the significance of these attributes in healthcare providers.
Courtesy, respect, and ensuring that pain is taken seriously were regarded as essential by 94% of individuals when evaluating their healthcare experiences.
Planned admission specialties, including cardiac surgery and obstetrics, earned higher loyalty and "Likelihood to Recommend" scores compared to unplanned admissions like trauma care.
Impact of Negative and Positive Healthcare Experiences
Data from 6.5 million patient encounters was thoroughly analyzed to evaluate the state of patient experience in 2024.
76% of Americans reported not having a positive healthcare experience within the past three months, reflecting widespread dissatisfaction during this period.
A significant 60% of Americans stated they had a negative healthcare experience over the same three-month timeframe.
Among those who reported positive healthcare experiences, 61% expressed a willingness to continue seeing the same provider.
In comparison, 33% of individuals who experienced negative healthcare encounters indicated they would switch providers as a result.
44% of individuals with positive healthcare experiences said they would share their experiences, while a slightly higher 52% of those with negative experiences noted they would do the same.
SOURCES:
 | Written by Angela Hoegerl With almost two decades of experience in client success and implementations for major hospitals and health systems, Angela has developed a deep understanding of how to drive successful outcomes for clients and ensure seamless execution of projects.Angela's commitment to her clients' success is evident in her meticulous approach and unwavering dedication to providing top-notch service. In her personal life, she is passionate about spending quality time with her family, three children and four cats.Balancing her professional and personal life has given her a unique perspective and the ability to bring empathy and understanding to her work.  |
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