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

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.

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.

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.

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.