Evaluation of Healthcare Service Quality and Virtual Clinic Integration in Jeddah

Abstract

Background: The rapid evolution of healthcare delivery systems necessitates continuous evaluation of service quality to ensure patient satisfaction and system efficiency. Traditional healthcare services often face challenges such as waiting times, organizational inefficiencies, and resource limitations. Virtual clinics have emerged as an innovative solution, enhancing accessibility, reducing wait times, and providing convenience. This study focuses on assessing the quality of healthcare services in Jeddah, Saudi Arabia, and explores the integration of virtual clinics as a complementary approach to traditional care.

Method: This study employed a descriptive research design, using a structured questionnaire to evaluate patient experiences in traditional and virtual healthcare settings. Data were collected from 493 participants through phone calls and virtual clinic interactions. Participants represented diverse demographic profiles and were surveyed on their experiences with medical staff, service accessibility, and the quality of information provided. SPSS v.28 and Microsoft Excel were used for descriptive statistical analysis to assess communication, service quality, accessibility, and overall satisfaction.

Results: The findings revealed high levels of satisfaction in several areas: 83% of respondents praised doctors' communication, and 77% were satisfied with the clarity of diagnostic information. However, only 69% expressed satisfaction with nursing staff interactions. Challenges were identified in waiting times (16.8% dissatisfaction), appointment scheduling (27.8% reported difficulties), and perceived shortages in medical supplies (31.4%). Despite these issues, overall satisfaction with healthcare services was high, with 74% approving of service quality and 79.9% endorsing treatment effectiveness.

Conclusion: While Jeddah's healthcare services demonstrate strong performance in patient communication and treatment quality, areas such as nursing staff interaction, appointment scheduling, and resource adequacy require targeted improvements. Optimizing virtual clinic integration and enhancing communication training for staff can address these challenges and further improve patient experiences in both traditional and virtual settings.