# The Effect of Three Key Administrative Errors on Patient Trust in Physicians: Prescription Errors, Confidentiality Breaches, and Appointment Scheduling Omissions

## TL;DR

This study shows that administrative errors like prescription mistakes and confidentiality breaches reduce patient trust in physicians in Japan.

## Contribution

The study identifies specific administrative errors and their distinct impacts on general and interpersonal trust in physicians.

## Key findings

- Prescription errors significantly decrease general trust in physicians.
- Confidentiality breaches most strongly reduce interpersonal trust in physicians.
- Appointment scheduling omissions also significantly lower interpersonal trust.

## Abstract

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.