Sociotechnical factors shaping patient acceptance of a national E-prescribing platform in Makkah Region, Saudi Arabia: A qualitative study

Background National e-prescribing platforms, such as Wasfaty, integrate digital infrastructure with medication-delivery workflows. Their effectiveness depends on usability, technical reliability, medication availability, prescription visibility, and coordination between prescribers and pharmacies. Objective To examine sociotechnical factors influencing patient acceptance and continued use of Wasfaty among adults in the Makkah Region, Saudi Arabia. Methods This qualitative study included 22 adults who had used Wasfaty. Semi-structured interviews were conducted online in Arabic between January and May 2025. The interviews explored the platform's usefulness and ease of use, as well as barriers, facilitators, and continued use. Data were analyzed using a hybrid thematic approach informed by inductive analysis and the Technology Acceptance Model. Results Four interrelated themes emerged. Perceived usefulness encompassed reduced travel, shorter waiting times, easier access to repeat prescriptions, and reduced reliance on paper prescriptions. Ease of use depended on users’ digital confidence and system reliability, while technical failures and missing prescriptions diminished positive experiences. Continued use depended on medication availability, prescription visibility, technical stability, and coordination between pharmacists and prescribers. Actual use ranged from routine adoption to selective or hybrid backup strategies, as well as discontinuation following repeated service failures. Acceptance was shaped by the broader prescription-to-dispensing pathway rather than by the digital interface alone. Conclusion Wasfaty was generally regarded as useful and convenient; however, sustained acceptance depended on reliable service delivery. Enhanced visibility into prescriptions and stock availability, greater technical stability, clear escalation pathways, and accessible digital support may strengthen confidence in national e-prescribing services. These implications warrant prospective evaluation.