Patient satisfaction and clinical outcomes: Phone versus WhatsApp consultations in urology telemedicine

The COVID-19 pandemic accelerated the adoption of telemedicine across healthcare specialties, with digital health technologies becoming essential tools for maintaining patient care while ensuring safety.

This cross-sectional study compared patient satisfaction and clinical outcomes between two widely used telemedicine modalities in urology: traditional phone calls versus WhatsApp messaging consultations.

Conducted in Madinah, Saudi Arabia, from March 2021 to December 2022, the study included 77 participants who chose either phone consultations (n = 32, 41.6%) or WhatsApp consultations (n = 45, 58.4%). Patient satisfaction was measured using validated 10-point scales, and urologist confidence in diagnosis was similarly assessed. Statistical analysis employed t-tests and Fisher's exact tests.

Phone call users reported significantly higher initial satisfaction than WhatsApp users (8.7 vs. 8.0; p = 0.030), with no differences in urologist diagnostic confidence (p = 0.935) or follow-up satisfaction (p = 0.570). Phone calls were more frequently used for urgent cases (59.4% vs. 28.9%; p = 0.010), whereas WhatsApp was preferred for elective cases (71.1% vs. 40.6).

Both telemedicine modalities are clinically effective. Phone consultations provide superior immediate satisfaction, ideal for urgent needs, while WhatsApp offers a practical alternative for elective, asynchronous care. Healthcare systems can integrate either platform based on clinical urgency and patient preference.