Patient experiences and satisfaction with virtual clinic in Saudi Arabia: a cross-sectional study

Purpose This study aims to assess patients' experiences with a virtual clinic in Saudi Arabia and explore patient satisfaction levels with such a clinic. Design/methodology/approach This study opted for a descriptive cross-sectional study used a self-report questionnaire. A convenience sample of 375 patients who met the inclusion criteria participated in the study. The inclusion criteria were adult participants aged >18 years who had at least one experience of using virtual clinics. Findings About 41.87% of patients reported that their experience with virtual clinics was excellent, 56.53% reported that it was somewhat good and only 1.6% reported that it was poor. Regarding patient satisfaction, the results found that 94.7% of patients were satisfied with the services provided by the virtual clinic. Virtual clinics are a convenient experience for most participants, who are mostly satisfied with such services. Only the educational level contributed significantly to the impact on satisfaction. Research limitations/implications The online survey had limited accessibility as it needed Internet coverage and a social media account; additionally, patients with low literacy, who were unable to read and write, were excluded. Practical implications Findings had several implications for clinical practice in Saudi Arabia. The positive outcomes associated with telemedicine suggest that healthcare providers should consider integrating telemedicine options into disease management protocols. The potential of telemedicine to reduce routine in-person visits while facilitating earlier detection of complications suggests that a hybrid model of care, combining telemedicine with in-person visits, might be optimal for chronic disease management. Also, from a policy perspective, findings support the continued investment in telemedicine infrastructure and services in Saudi Arabia. Originality/value The Saudi Vision 2030 framework aims to accelerate technological innovation and the evolution of the health system; therefore, this research will be a distinctive addition to the existing research by illuminating patients' perspectives on virtual clinics in Saudi Arabia, which can guide the design and implementation of more efficient virtual care techniques. The results may also be helpful for healthcare professionals and policymakers with a stake in enhancing healthcare access and quality in Saudi Arabia.