Evaluating Patient Satisfaction and Usability of Telehealth Services in Plastic Surgery Clinics: A Cross-Sectional...

Telehealth has emerged as a transformative tool in healthcare delivery, particularly during and after the COVID-19 pandemic. In the field of plastic and reconstructive surgery, telehealth facilitates patient consultations, follow-up visits, and postoperative care, especially for those in remote areas. However, evaluating its usability and patient satisfaction remains essential to guide future implementation. This study aimed to assess the usability of telehealth services and measure patient perceptions in plastic surgery clinics at a tertiary healthcare center in Riyadh, Saudi Arabia.

A cross-sectional study was conducted between September 2024 and May 2025 at King Abdulaziz Medical City. After receiving ethical approval (IRB: NRC23R/515/09), eligible patients who had attended at least one online plastic surgery clinic consultation were contacted by phone and invited to participate. A self-administered questionnaire was distributed via Google Forms. The survey included demographic questions and the validated Telehealth Usability Questionnaire (TUQ), which covers seven domains. Responses were rated on a 7-point Likert scale. Data were analyzed using RStudio; nonparametric tests and multivariable linear regression were performed to identify predictors of usability.

A total of 93 participants completed the survey. Most respondents were female (67.7%), aged between 29-39 and 51-61 years. Overall, TUQ scores indicated high usability, with the highest medians in usefulness, ease of use, and interface quality (median = 7.0). Lower scores were observed in the reliability subscale (median = 6.0). Educational level significantly influenced ease-of-use and reliability scores, while visit type (e.g., craniofacial vs. breast reconstruction) impacted interaction quality. No significant predictors were identified for the overall TUQ score.

Telehealth services in plastic surgery were perceived positively across all domains of usability. While demographic factors such as education influenced specific subscales, the overall experience was favorable. Telehealth presents a viable, efficient, and patient-satisfying alternative for surgical follow-up, with potential for broader integration in clinical practice.