Impact of Telephone Medical Consultation Service (937) on Users’ Outcomes in Saudi Arabia: A National Study

Abstract

Introduction: One of the telehealth tools is the telephone, which has been used to deliver healthcare in many settings in response to increase demand and pressures on existing health services. This study aimed to explore the impact of telephone medical consultation service (937) on users’ outcomes in Saudi Arabia. Methods: This is a cross-sectional study conducted in Saudi Arabia. Telephone interviews were used to collect data. Study participants were selected randomly from the list of medical consultation users in December 2021. Users’ outcome was defined as service accessibility, utilization, user compliance, satisfaction, and enablement. Trained data collectors conducted the interviews between February and September 2022. All ethical issues were considered during the research, and the Statistical Package for Social Sciences (SPSS) v.25 program was used to analyze the data. Results: A total of 2,534 telephone interviews were completed and analyzed from 5,052 trials with a response rate of 50.2%. Most participants were Saudis (92.7%, 2,348), and (54.4%, 1,379) were females. Study participants used the call either for personal help or to help another family member, and more than one-third (38.8%, 983) had inquiries about COVID-19. Most (91%, 2,306) participants were satisfied with the provided service. Users who had answers to their inquiries and those who followed the provided advice were more likely to be satisfied. However, a positive medical history increases the likelihood of dissatisfaction (p value = 0.027). Users had better enablement after calling the 937 telephone medical consultation center. Conclusion: Most 937 telephone consultation calls were handled without needing face-to-face visits. Most 937 telehealth service users were satisfied and complied with the health advice.