Determinants of patient satisfaction with virtual primary health care clinics in Jeddah, 2024-2025

Virtual clinics have become essential in modern healthcare delivery, especially following the COVID-19 pandemic. In Saudi Arabia, the Ministry of Health has expanded telemedicine services to enhance accessibility and efficiency. However, limited research has examined user perceptions within the city of Jeddah.

This study was conducted in the city of Jeddah, Saudi Arabia, among patients attending Ministry of Health primary health care centers offering virtual family medicine services.

A cross-sectional qualitative design was employed using semi-structured interviews and a structured survey (N = 318). Descriptive statistics and thematic content analysis were applied. Key themes were triangulated with participant demographics and service usage patterns.

Participants expressed appreciation for the convenience and time-saving aspects of virtual clinics. Nonetheless, concerns were raised regarding diagnostic accuracy, communication barriers, and the absence of physical examination. Gender differences and prior exposure to telehealth significantly influenced preference, with males showing higher favorability toward in-person consultations. Providers emphasized the need for better training and integration of virtual tools.

The transition toward virtual healthcare requires not only technological adoption but also attention to user trust and satisfaction. Enhancing digital literacy, addressing infrastructure gaps, and offering hybrid models may optimize the effectiveness and acceptance of virtual care in the Hail region.