Patients’ Perception and Perceived Barriers Toward Using Telehealth Service in Family Medicine: A Cross-Sectional Study

Abstract

Background:

Telehealth has emerged as a transformative tool in modern health care, enhancing access and efficiency. However, in Saudi Arabia, patient-level insights into its adoption, particularly within family medicine, remain limited. Understanding public knowledge, attitudes, and perceived barriers is essential for informed policy and practice. This study aimed to assess patients’ knowledge, perceptions, satisfaction, and perceived barriers toward telehealth services in family medicine settings across Saudi Arabia.

Methods:

A cross-sectional study was conducted using a structured, self-administered online questionnaire distributed via social media and in-clinic recruitment. The sample included 775 adult participants with at least one telehealth encounter. Data were analyzed using descriptive statistics, Pearson correlations, and multivariable logistic regression to identify factors influencing telehealth knowledge and satisfaction.

Results:

Participants showed moderate knowledge and favorable perceptions toward telehealth, with 58% having used such services. Telehealth was perceived to reduce unnecessary visits (65.3%) and costs (63.6%). Satisfaction was reported by 53.2% of participants and correlated strongly with knowledge and positive perceptions. Diagnostic reliability (46%), patient resistance (43%), and technological limitations (38%) were the most cited barriers. Higher knowledge was significantly associated with female gender, younger age, Saudi nationality, central region residence, and social media use (p < 0.05).

Conclusions:

Patients demonstrated overall positive attitudes toward telehealth, but concerns about diagnostic accuracy and technological access remain. Tailored educational initiatives and technological improvements are necessary to address these barriers, promote equitable telehealth adoption, and enhance patient satisfaction in family medicine services.