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

<h2>Abstract</h2><h3>Background</h3> 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. <h3>Methods</h3> 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. <h3>Results</h3> 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. <h3>Conclusion</h3> 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.