Survey data tells you what patients say when you ask. Public reviews tell you what they say when no one’s asking: unprompted, in their own words, for the whole internet to read. The gap between a 4.9-star system and a 2.3-star one isn’t luck. It’s a pattern.
To ground the survey findings in real patient language, Alchemer’s 2026 Healthcare Patient Experience Report analyzed 763 online reviews across Kaiser Permanente, Mayo Clinic, Cleveland Clinic and HCA Healthcare. The themes driving those ratings map directly to the moments that build or break patient trust.
TL;DR: key takeaways
- Alchemer analyzed 763 reviews across four major U.S. health systems, per the 2026 Healthcare Patient Experience Report.
- HCA (17% of reviews mention attentive staff) and Kaiser (11.5%) lead on the relational layer, both averaging 4.9 stars.
- Mayo’s clinical reputation is strong (deep praise for life-changing care), but front-desk and scheduling friction drag its average to 3.7.
- Cleveland Clinic averages 2.3 stars, with 22% of reviews citing long wait times.
- The highest-rated providers capture and act on feedback early, before friction ends up in a public review.
What did the review analysis find?
Meaningful variation in how patients describe their experiences, plus a clear throughline. Here’s the picture across all four systems, from Alchemer’s 2026 Healthcare Patient Experience Report:
| Health system | Reviews | Avg. stars | Dominant themes |
|---|---|---|---|
| HCA Healthcare | 310 | 4.9 | Attentive staff (17%), short waits, “treated like family” |
| Kaiser Permanente | 277 | 4.9 | Attentive staff (11.5%), thoroughness, clear explanations |
| Mayo Clinic | 118 | 3.7 | Strong clinical praise; front-desk and scheduling friction |
| Cleveland Clinic* | 58 | 2.3 | Long waits (22%), billing surprises; praise for individuals |
*Cleveland Clinic’s smaller sample (58 reviews) means its themes should be read as directional rather than representative.
Why do HCA and Kaiser score so high?
Because patients write, unprompted, about feeling heard and cared for. HCA earns the highest share of attentive-staff mentions in the dataset (17% of its 310 reviews), with patients describing being “treated like family.” Kaiser follows closely (11.5%), with reviewers praising thoroughness, clear explanations and minimal wait times. The language patients use is the language of a relationship, not a transaction. That’s the relational layer, and it’s what drives consistently high star averages.
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What’s the common thread?
Across all four systems, the highest-rated providers are the ones capturing and acting on feedback early, so friction gets resolved before it ever becomes a public review. Reviews are a lagging indicator. By the time a complaint shows up on Google, the moment to fix it privately has already passed. The systems winning on reputation aren’t the ones responding fastest to bad reviews. They’re the ones catching the issue upstream, while it’s still a survey response instead of a star rating.
Want the full report? Read the complete 2026 Healthcare Patient Experience Report for the full review analysis, theme-level breakdowns by system, and how public sentiment connects to the five moments of patient loyalty.
Methodology: Alchemer’s Research Solutions team surveyed 866 patients (54% female, 45% male, all age bands represented) and analyzed 763 online reviews across Kaiser Permanente, Mayo Clinic, Cleveland Clinic and HCA Healthcare, sourced from Google between April 2025 and April 2026.
FAQ
Q: What did Alchemer’s review analysis cover?
A: 763 online reviews across Kaiser Permanente, Mayo Clinic, Cleveland Clinic and HCA Healthcare, sourced from Google between April 2025 and April 2026.
Q: Which health systems scored highest on reviews?
A: HCA Healthcare and Kaiser Permanente both averaged 4.9 stars, led by unprompted praise for attentive, caring staff, per Alchemer’s 2026 data.
Q: Why does Mayo Clinic average 3.7 stars despite clinical praise?
A: Recurring front-desk and scheduling friction pulls the average down, even as patients praise life-changing clinical care.
Q: What do reviews reveal about patient experience?
A: The highest-rated systems capture and act on feedback early, resolving friction before it surfaces as a public review.