Abstract

Objective: This study aimed to measure patient satisfaction with telemedicine during the COVID-19 lockdown in primary healthcare settings.
Methods: A total of 384 patients who used telemedicine services in Saudi Arabia during the COVID-19 pandemic participated in this cross-sectional survey study. A modified questionnaire was used to collect socio-demographic data, assess patients’ attitudes and satisfaction toward telemedicine consultations, and evaluate their impressions of healthcare services.
Results: Overall, 94.5% of participants reported that telemedicine services made access to healthcare easier during the COVID-19 pandemic. Approximately 79% of participants were able to register their online appointments easily, and 90.9% were satisfied or very satisfied with their ability to communicate freely during tele medicine consultations. High satisfaction levels were reported for audio quality (92.7%), understanding the diagnosis (88.3%), comfort of the telemedicine setting (84.7%), overall quality of care provided (86.2%), and overall telemedicine experience (85.9%). The mean satisfaction score was 19.5 ± 2.75. A positive correlation was observed between satisfaction and attitude scores (rs = 0.218, p < 0.001).
Conclusion: This study demonstrated acceptable levels of patient satisfaction and a positive attitude toward telemedicine services in Saudi Arabia during the COVID-19 pandemic. Increasing patient awareness and knowledge regarding telemedicine services might further enhance their utilization.

Key words: COVID-19, patient satisfaction, primary care, Saudi Arabia, telemedicine