Abstract

Objective: This study aimed to examine the extent to which telemedicine is adopted in Al-Madinah, Saudi Arabia, identify the barriers to its use, and assess its impact on user satisfaction.
Methods: This was a cross-sectional study conducted in Madinah, Saudi Arabia, among 178 volunteer participants from October 2024 to April 2025. The data was collected by using structured questionnaires, including demographics, opinions, and satisfaction with using telemedicine services.
Results: A total of 87 healthcare providers and 91 patients participated. The percentage of patients who reported improvements in managing their health through telemedicine was 87%, and about 72% reported that they would recommend telemedicine to others. Health providers also reported positive impressions; only 68% were satisfied with telemedicine's efficient services, especially the time management and the follow-up services, but 36% reported dissatisfaction with connectivity. Qualitative analysis highlighted three central themes: gaps in digital infrastructure, the need for structured telemedicine training, and a preference for blending virtual and face-to-face visits.
Conclusion: Telemedicine is widely accepted in Al-Madinah and is perceived as beneficial by both patients and providers. There were limitations technically, enhancing workforce readiness and improving the integration of digital tools into clinical workflows. This would be essential to support long-term adoption of Saudi Arabia’s Vision 2030 goals for a digitally enabled, patient-centered health system.

Key words: Telemedicine, Saudi Arabia, patient satisfaction, healthcare adoption, utilization, challenges.