Does Patient Experience Change with Age? Exploring Associations Between Patient Experience, Gender and Age

Abstract

Patient experience measurement is important for healthcare organizations to support the provision of high-quality care. Although previous research suggests age and gender may influence patient experiences, a thorough analysis of these associations remains unexplored. To address this gap, our research investigates the association of age and gender on patient experience ratings, using data from two widely used assessment tools: the Net Promoter Score (NPS) and the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Data analysis was performed on a total of 19,228 survey responses, collected from 2018 to 2022, in a public metropolitan hospital in Sydney, Australia. Our findings reveal that patient experience ratings differ significantly for people in different age groups, with older adults (>65 years) consistently reporting substantially higher satisfaction levels compared to younger adults (18–34 years). This finding was observed in both NPS and HCAHPS data; however gender-related disparities in patient experience ratings were not significantly different. These insights have substantial implications for healthcare organizations striving to optimize the patient experience and ensure that care delivery aligns with the evolving needs of patients across different age groups. Consequently, it is important for healthcare organizations to understand the varied experiences across diverse patient groups and to implement age-specific strategies, especially targeting the unique needs and expectations of young adults.

Keywords

• measurement
• equity
• patient experience
• health disparities
• hcahps
• net promoter score