Perceptions of Online Dental Appointment Booking and Barriers to Its Adoption Among Older Adults: A Qualitative Study in the Jazan Region of Saudi Arabia

Background: Despite ongoing advances in digital technology and e-health, older adults are sometimes excluded from technological innovations. These challenges are evident in the use of digital health platforms. Objective: To explore perceptions of online dental appointment booking and the barriers to its adoption among older adults in Jazan who had not previously used the service. Methods: A qualitative interview study was conducted to explore barriers through in-depth interviews with individuals aged ≥60 at the Dental School of Jazan University. Data were analyzed thematically using an inductive coding approach, with themes developed initially in Arabic and subsequently translated into English. Results: 27 participants (both males and females) were interviewed, and the saturation point was reached at the 26th interview. None of the participants had completed an online dental appointment booking successfully. Based on the interview analysis, five major themes emerged from exploring older adults’ opinions and views on online dental appointment bookings. Challenges faced by older adults included poor digital skills, unreliable internet access, lack of family support, distrust of the technology, and cultural tendencies toward reactive healthcare seeking, which were encompassed into five major themes. Conclusions: Within the study sample, older adults in the Jazan region faced complex, interrelated technological, psychological, and social barriers to using online booking systems. Participants suggested human assistance, visual guidance, and flexible booking policies as potential ways to improve accessibility; however, the feasibility and effectiveness of these approaches require further evaluation.