Consumer Perspectives on Patient Experience 2024

The Beryl Institute’s latest inquiry on consumer perspectives in healthcare is published in a report revealing the most comprehensive and broad collection of voices ever captured for this global study. As a follow-up to earlier studies from 2018 and 2021, the 2024 report confirms that what remains important to people around the world are the human interactions that shape their healthcare experience and drive overall outcomes. Conducted across 13 countries, it highlights that safe care, clear communication, and respectful treatment remain the top concerns worldwide. 

The study underscores that no matter where you stand in this world, people want to be treated with humanity. Key consumer insights include:

• Safe care ranks highest in importance.
• Clear communication and respectful treatment are essential for a positive experience.
• Human connection outweighs processes and environments in importance.

Patient experience drives loyalty and healthcare choices. Positive experiences lead to long-term relationships, while negative ones prompt patients to seek alternatives. Ultimately, how patients are treated shapes the stories they tell and influences future decisions — key strategic considerations for healthcare organizations globally.