Patient Experience, Satisfaction, and Characteristics at a Capsule Telemedicine Clinic: A Cross-Sectional Survey

Background: Telemedicine is now integral to health care delivery in Saudi Arabia. This study assessed patient characteristics, visit contexts, and patient-reported experiences at a capsule telemedicine clinic. Methods: We conducted a cross-sectional survey of 40 adult users of a capsule telemedicine clinic located within Masjid Al-Haram, Mecca, during a busy Ramadan Umrah period. Participants completed a questionnaire on demographics, visit context, satisfaction with services, clarity of results, and post-visit outcomes. Experience and outcome measures were summarized using descriptive statistics. Results: The median age was 50 years. Umrah pilgrims and other visitors comprised 75% and 25%, respectively. Visit reasons were evenly split between feeling unwell and routine checkups (40% each), with 20% for follow-up of an existing condition. Patient experience was highly positive: 95% (95% CI, 84-99) rated the location convenient, and 100% (95% CI, 91-100) rated staff helpfulness, service efficiency, and result clarity as "Good." After teleconsultation, 100% (95% confidence interval [CI], 91-100) felt more confident about their health and would recommend the service. Twenty percent (8/40; 95% CI, 11-35) were referred for hospital evaluation, and no adverse events occurred. Exploratory subgroup comparisons suggested possible differences in referral patterns, but the small sample size precluded definitive inference. Discussion: Patients reported high satisfaction with the capsule telemedicine service during a Ramadan Umrah period. Most participants were not referred for immediate hospital evaluation, suggesting potential feasibility and acceptability in high-density pilgrimage settings. Further studies with clinical follow-up and objective outcome measures are needed to assess effectiveness and safety.