Trust is the cornerstone of healthcare. And in today’s complex, fast-changing landscape, patient trust is being tested like never before.

Based on 10.5 million patient encounters across care settings, "Patient experience 2025” explores how people perceive their care—where progress is being made, where disparities persist, and where leaders must take action to deliver more consistent, equitable, and human-centered experiences.

Key patient experience insights for 2025

• Experience is improving—but not for all. Since 2019, “Likelihood to Recommend” (LTR) scores have risen by +2.8 points in medical practices, +1.7 in ambulatory surgery centers, and +0.5 in emergency departments. Inpatient scores, however, remain down 2.2 points compared to pre-pandemic levels, despite a modest +0.9 rebound year over year.
• Teamwork is closely linked to trust. Teamwork has become a leading predictor of inpatient experience. Patients are significantly more likely to recommend hospitals when they perceive care teams working in sync.
• Safety must be seen and felt. When patients report feeling “very safe,” LTR scores soar to 85.3. Without that perception, scores plummet to 34.6.
• Equity gaps remain—and matter. Disparities by race, age, setting, and admission type persist. Yet hospitals with the least variation across racial and ethnic groups are 2.8x more likely to achieve top-tier patient loyalty.
• Unplanned admissions create complexity. Patients admitted unexpectedly report 16% lower LTR scores than those with planned stays, highlighting the need for clear communication and coordinated transitions.
• Experience is one continuous journey. Patients don’t separate digital, clinical, and post-care touchpoints. Aligning patient, consumer, safety, and employee strategies is key to delivering seamless, human-centered care.