Patient satisfaction and perception with tele-emergency services in King Abdulaziz Medical City in Riyadh, Saudi Arabia

Abstract

Background

Telemedicine is an increasingly used solution for improving healthcare access, especially in emergencies. In Saudi Arabia, the National Health Information Center (NHIC) has established a telehealth network to connect healthcare facilities, focusing on underserved rural areas. This study aims to investigate patient satisfaction with tele-emergency services at King Abdulaziz Medical City (KAMC) in Riyadh, Saudi Arabia.

Methods

A cross-sectional study design was conducted at (KAMC) in Riyadh, Saudi Arabia. A convenience sample of 383 patients who used the tele-emergency services between October 2023 and December 2023 were surveyed. The survey used a validated questionnaire to assess demographics and satisfaction with various aspects of the consultation, such as registration, audio quality, communication, and overall patient experience.

Results

The study observed high satisfaction and favorable attitude rates among the 383 participants. Time-saving and convenience were noted as advantages. However, underutilization of the video feature and concerns about communication limitations were identified as drawbacks. A statistically significant difference in mean attitude scores was observed, with healthcare professionals displaying lower attitude scores than non-healthcare professionals. Gender, age, and education level did not significantly influence satisfaction or attitudes.

Conclusion

Tele-emergency services at KAMC are generally well-received by patients. Telemedicine has the potential to enhance access to care and patient convenience. Implementing and evaluating tele-emergency services across various tertiary healthcare centers nationwide would provide a broader understanding of patient satisfaction with these services in Saudi Arabia. This would also allow for feedback from diverse populations, leading to more generalizable findings.