The Effect of Three Key Administrative Errors on Patient Trust in Physicians: Prescription Errors, Confidentiality...

Understanding how administrative errors, such as prescription and appointment scheduling omissions, and patient confidentiality breaches impact trust in physicians is crucial for improving patient-physician relationships and healthcare outcomes. To investigate the association between administrative errors, general trust in physicians, and interpersonal trust in a physician, we surveyed adults across Japan.

Participants were adults aged ≥ 20 years who had received treatment at least twice for non-communicable diseases within the past 6 months. The exposure variables were past experiences with prescription errors, confidentiality breaches, and appointment scheduling omissions by personal physicians treating their non-communicable diseases. General trust and interpersonal trust in a physician were measured using the Japanese version of the Wake Forest Physician Trust Scale.

Among the 661 participants, nearly 14% reported experiencing at least one type of administrative error. Prescription errors were associated with a significant decrease in general trust in physicians (-9.78 points, 95% confidence interval [CI]: -13.74 to -5.81). Confidentiality breaches had the most significant negative impact on interpersonal trust (-14.09 points, 95% CI: -24.35 to -3.83), followed by appointment scheduling omissions (-13.56 points, 95% CI: -22.48 to -4.65). Mediation analysis revealed that the association between prescription errors and reduced general trust was partially mediated by decreased trust in personal physicians.

Administrative errors during care for non-communicable diseases significantly undermine patients' trust in physicians. Physicians should prioritize improving their practices, particularly regarding prescription errors, as these errors have broader implications for the public's perception of physicians.