Assessment of Patients’ Perceptions and Satisfaction With Urgent Care Services at King Saud Medical City, Riyadh, Saudi Arabia: A Cross-Sectional Study

Background Patient satisfaction is an important indicator of healthcare quality and patient-centered service delivery, particularly in urgent care settings where timely assessment, clear communication, appropriate triage, and safe discharge planning are essential. In Saudi Arabia, urgent care services have gained increasing importance as part of efforts to improve access, support patient flow, and reduce unnecessary emergency department utilization. However, evidence regarding patients’ perceptions and satisfaction with urgent care services in large tertiary healthcare institutions remains limited. Objective To assess patients’ perceptions and satisfaction with urgent care services at King Saud Medical City, Riyadh, Saudi Arabia, and to examine selected patient and service-related factors associated with urgent care experience outcomes. Methods A cross-sectional study was conducted between June 3, 2025, and January 25, 2026, among adult patients attending the urgent care clinic at King Saud Medical City. Eligible participants were adults aged 18 to 80 years who were triaged as Emergency Severity Index level 4 or 5 and were able to provide informed consent. Data were collected using a structured questionnaire assessing demographic characteristics, reason for visit, waiting time, overall satisfaction, satisfaction with waiting time, perceived quality of care, service quality indicators, follow-up information, and willingness to return for future care. Descriptive statistics and chi-square analyses were performed. Results A total of 200 patients were included. Male participants represented 110 patients (55.0%), and the mean age was 34.9 ± 12.8 years. The most common presenting complaints were musculoskeletal and minor orthopedic complaints, 51 (25.5%), followed by superficial soft-tissue injuries, 35 (17.5%), and gastrointestinal complaints, 34 (17.0%). Most patients were assessed within 30 minutes, 183 (91.5%). Overall satisfaction was high, with 183 patients (91.5%) reporting that they were satisfied or very satisfied, while 167 patients (83.5%) were satisfied or very satisfied with waiting time. Most patients reported that their concerns were addressed effectively, 193 (96.5%), clear instructions were provided, 195 (97.5%), and providers were knowledgeable and professional, 192 (96.0%). However, only 128 patients (64.0%) reported being informed about follow-up care. Overall quality of care rating was significantly associated with overall satisfaction (χ² = 15.67, p < 0.001). Waiting time duration was significantly associated with overall satisfaction (χ² = 13.59, p < 0.001) and willingness to return for future care (χ² = 12.19, p < 0.001). Age group was not significantly associated with satisfaction with waiting time (p = 0.435). Conclusion Patients attending the urgent care clinic at King Saud Medical City reported high levels of satisfaction, favorable perceived quality of care, and positive service quality indicators. Shorter waiting time and higher perceived quality of care were significantly associated with better patient experience outcomes, including overall satisfaction and willingness to return. Follow-up communication emerged as a potential area for improvement. Strengthening discharge counseling, safety-netting advice, and follow-up instructions may further enhance continuity of care and patient-centered urgent care delivery.