The Level of Satisfaction and Its Determinants with the New Application - Based Appointment System (Mawid) among Al Iskan Primary Healthcare Center Beneficiaries in Makkah, Saudi Arabia 2020

In tandem with international traits, the Ministry of Health in Saudi Arabia is promoting the use of a new application-based appointment system known as “Mawid” that fully accommodates the current and future needs of both the individual and the society. The study aims to evaluate patient’s satisfaction towards “Mawid” system in Al-iskan Primary Health Care Center in Makkah City, 2020. Methods: In this study, a self-administered questionnaire was randomly given to selected patients who initially booked their appointment using “Mawid” application. The study was conducted at Al-iskan PHCC, Makkah City in Saudi Arabia. Results: The study included 214 patients. The majority of patients who booked at general clinic and at Family Medicine clinic believed that “Mawid” application improved the service provided compared to the previous way of appointment booking, p=0.047. Overall, almost half of the patients (48.1%) were satisfied with the services of “Mawid” application. Conclusion: This study is among the first to measure a patient’s satisfaction toward an application-based appointment system in Saudi Arabia. The results of the current study indicate that almost half of Mawid app users are overall satisfied with the services offered by the application system, however, it is necessary for the Ministry of Health in Saudi Arabia to make use of online marketing platforms to improve awareness of this innovative medical appointment application system.