Relias, the trusted multi-solution workforce enablement platform partner to 12,000 healthcare organizations and 4.5 million caregivers, announced today the release of The 2024 Patient Experience Report, providing data-driven insights into the top challenges and solutions shaping patient experience.
The report analyzes more than 2 million patient interactions, captured in real time across the healthcare continuum, including hospitals, health systems, physician practices, behavioral health centers, and community clinics. It reveals a shift in expectations, where patients now weigh trust and experience alongside clinical outcomes.
Key findings include:
- Patients say delays aren’t the problem — the lack of communication is. The most common frustration wasn’t the wait itself but the absence of updates or acknowledgment during delays.
- Technology should support care, not replace it. Patients appreciated online tools but wanted more human interaction, clearer digital processes, and fewer disjointed workflows.
- Real-life struggles shape the care experience. At one Federally Qualified Health Center (FQHC), 70% of patients missed appointments due to lack of transportation or reminders, showing how logistical barriers directly impact access.
- Patients see healthcare as a premium service and expect the experience to reflect the cost. Many described the disconnect between high bills and rushed, impersonal care.
- Small moments of empathy go a long way. Patients consistently praised staff who offered reassurance, listened without judgment, or remembered personal details from a past visit.
“Patients are already telling us where we can improve,” said Paul Jaglowski, Partner and Co-Founder of Feedtrail by Relias. “It starts with better listening and continues with consistent, transparent communication.”
The report organizes the findings into 10 interconnected themes, spanning communication, trust, affordability, and access. From frustrations with surprise billing to praise for personal touches like being called by name, the data paints a detailed picture of how patients define a meaningful care experience.
“Real-time patient feedback is becoming an increasingly strategic asset,” said Jaglowski. “Our partners are using patient feedback to spot issues early, personalize engagement, and even predict risk. The organizations that act on these insights are building stronger relationships and getting ahead of problems before they grow.”
At Cedars-Sinai, one of the nation’s leading health systems, these insights are helping care teams proactively improve experiences.
“Relias enables us to engage patients at key moments of their unique journey and provides flexibility to shift our focus and uncover insights around specific aspects of the patient experience we want to better understand,” said Alan Dubovsky, Vice President and Chief Patient Experience Officer at Cedars-Sinai.
These insights come at a time when healthcare organizations are rethinking how to increase patient loyalty, reduce missed appointments, and close care gaps.
“This report represents the voices of over 2 million patients,” Jaglowski added. “They’re offering a blueprint for improvement. The question is — are we listening?”
Download the full report at Relias.com.
About Relias
Relias provides workforce enablement solutions for 12,000 healthcare organizations and 4.5 million caregivers to drive measurable outcomes. Customers choose Relias to reduce cost and risk, increase retention, and improve patient experience and care through the Relias Platform of connected solutions, which includes Learning, Performance, Compliance, Quality, and Recruiting. The Relias family of brands — Nurse.com, Wound Care Education Institute, Relias Academy, FreeCME, and Relias Media — serves the entire healthcare continuum and shares a common mission of improving the lives of the most vulnerable members of society and those who care for them.
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