Fewer Than Half of Americans See U.S. Healthcare in a Positive Light: Consumers Call for a More Affordable, Accessible, and Trustworthy System

Americans express persistent frustration over high costs and declining trust in the U.S healthcare system.

NASHVILLE, Tenn., July 10, 2025 /PRNewswire/ -- As debate over the future of U.S. healthcare continues, The Beryl Institute's July 2025 PX Pulse reveals where the public stands today, calling for more affordable, accessible, and human-centered care that rebuilds trust. The Beryl Institute released findings from the 17th edition of PX Pulse, a national survey tracking people's current perspective on the healthcare experience they have across the United States. This report trends data related to consumer experience from December 2019 through the second quarter of 2025 and shows that while 92% of consumers say trust in healthcare is important, only 36% have strong trust in the current system, and just 25% say they trust it more than they did a year ago.

At a time when data shows persistent trust gaps among underrepresented and marginalized communities, the findings from this survey reveal that the highest levels of trust and comfort with care are reported by affluent, white, male Republicans aged 35 and older. This demographic contrast points to measurable differences in how various groups perceive and experience the U.S. healthcare system.

Of note in this report is consumers' trust in nurses. 62% of the American population trusts nurses, the highest of any group or institution. Nearly 4 in 10 Americans have very little or no trust in insurance providers or the U.S. Department of Health and Human Services.

At the same time, the survey highlights a powerful, consistent message from Americans: they want a healthcare system that is affordable, transparent, accessible, and driven by respect and compassion. Respondents continue to call for lower costs, upfront pricing, and clearer insurance coverage. They want timely access to care, shorter wait times, and equitable services regardless of where they live or what they earn. They are asking to be treated as individuals — not numbers — and to have confidence that profit and politics do not stand in the way of safe, high-quality care.

"There are common and strong emerging trends among all Americans about what the issues in our system truly are. That may be the most significant finding in this report," said Jason Wolf, President and CEO of The Beryl Institute. "While organizations struggle to do what is best—or lead in directions from a policy perspective they strongly believe in—the U.S. population is clear on its concerns and its ask for what healthcare in this country can and should be."

To access the latest PX Pulse report, visit here.

About the PX Pulse Survey
The Beryl Institute – Ipsos PX Pulse represents a first-of-its-kind effort to elevate understanding of the current perspectives on patient experience in U.S. healthcare.

This effort regularly captures healthcare consumer perspectives of patient experience in the United States, determines the practices and processes that have the greatest impact and influence on healthcare consumers, and tracks how the market sees patient experience evolving over time.

About The Beryl Institute
The Beryl Institute is a global community of healthcare professionals and experience champions committed to transforming the human experience in healthcare. As a pioneer and leader of the experience movement and patient experience profession for more than a decade, the Institute offers unparalleled access to unbiased research and proven practices, networking and professional development opportunities and a safe, neutral space to exchange ideas and learn from others.

We define the patient experience as the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. We believe human experience is grounded in the experiences of patients and families, members of the healthcare workforce and the communities they serve.

About Medallia
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

SOURCE The Beryl Institute