Association Between Patient Experience and Medical Dispute Costs.

Abstract

Background: Patient experience is increasingly being recognised as a core component of quality healthcare. It captures various dimensions of a patient's interaction with healthcare providers that may influence patient satisfaction and ultimately impact the incidence of complaints or disputes. However, only limited research has investigated the financial implications of patient experience, particularly its association with medical dispute costs. This study sought to understand whether patient experience scores correlate with medical dispute costs and to provide insights into cost-effective strategies in patient-centred care.

Methods: We used a dataset that included patient experience scores and medical dispute costs over a defined period. Descriptive analysis, frequency distribution of disputes, and odds ratios were calculated to examine the initial patterns. Logistic regression models were applied using both logged and ratio-based dispute-cost transformations to assess the relationship between patient experience and dispute costs. The models were stratified according to patient experience type.

Results: The analysis revealed that higher patient experience scores were generally associated with reduced medical dispute costs, with significant relationships observed in specific models. In a cost-ratio model, doctor interactions showed a strong correlation with reduced dispute costs. For nurses, significant associations were observed in a logged cost model, suggesting that both nurses and doctors contributed uniquely to dispute costs.

Conclusion: This study demonstrated that improving specific domains of patient experience, such as patient rights, may serve as a cost-effective strategy for reducing medical dispute costs. These findings emphasize the importance of fostering patient-centred care and addressing institutional and contextual factors. These insights provide a foundation for targeted strategies to enhance patient satisfaction while promoting financial and operational stability in healthcare institutions.