Understanding Telemedicine: Measuring Beneficiaries' Satisfaction and Key Call Metrics in the Kingdom of Saudi Arabia

Abstract

Telemedicine has rapidly evolved as an essential element of healthcare delivery in Saudi Arabia. This study explored a current perspective on the extent of utilization and level of beneficiaries' satisfaction with telemedicine services in Saudi Arabia. A descriptive cross-sectional study was conducted in Saudi Arabia from January 2022 to June 2023. It used secondary data on telemedicine services extracted from 937-Medical call center and immediate virtual consultations (IVCs) via the Sehhaty health application, including offered, answered, abandoned, and non-assigned consultations; average talk time (ATT); and average waiting time or speed of answer (ASA). There were 7,481,259 offered calls to 937-Medical call center during the study period. The ASA was 13.2 ± 3.0 s, and the ATT was 2.04 ± 0.31 min. Around 97% of the offered calls were handled in the first half of 2023 with a shorter ASA of 10.5 ± 0.6 s. Most beneficiaries (94.9%) were satisfied with the 937-Medical call center. There were 712,984 offered IVCs during the study period. The ASA was 3.41 ± 1.07 min, and the ATT was 7.3 ± 0.7 min. Most beneficiaries (77.7%) were satisfied with the IVCs. This study provided an updated overview on the use of telemedicine services and beneficiaries' satisfaction via 937-Medical call center and Sehhaty health application in Saudi Arabia between January 2022 and June 2023. 937-Medical call center service could handle about 96% of its received calls. Notably, most health seekers were satisfied with the healthcare services provided via the 937-Medical call center and Sehhaty health application.

Keywords: 937-Medical call center; Sehhaty application; Telemedicine; abandoned; answered; average talk time; immediate virtual consultations; kingdom of Saudi Arabia; non-assigned consultations; offered; satisfaction; waiting time.