Consumer Experience Trends in Healthcare 2021

Inside the strategies Cleveland Clinic, UCLA Health, and Bon Secours Mercy Health used to improve RN well-being and engagement, despite declining rates nationally.

Press Ganey
Consumer Experience Trends in Healthcare 2021
As healthcare leaders prepare for the year ahead, one thing is clear: Organizations must prioritize their digital consumerism strategies not only to keep up with current expectations, but to also successfully acquire and retain patients for years to come.

Consumer Experience Trends in Healthcare 2021

A Press Ganey Special Report


   A Press Ganey Report   


more people rely on online sources than doctor referrals to choose a PCP

© 2021 Press Ganey Associates LLC


#1 factor
impacting someone’s decision to book an appointment is ratings and reviews

would not see a referred provider rated under 4 stars

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The digital behaviors that gained momentum in recent years have been hard-coded into the patient journey. In the wake of COVID-19 and with 2022 on the horizon, healthcare organizations must commit to a digital- and consumer-focused strategy to shape the patient experience.

In September 2021, Press Ganey surveyed 1,000+ consumers to unlock insights into how they approach their journey to care. The findings provide a roadmap for accelerating digital transformation in 2022 and converting more care seekers into happy, loyal patients.

  Learning from Outliers: