Telehealth Role During the COVID-19 Pandemic: Lessons Learned from Health Care Providers in Saudi Arabia.

Coronavirus disease 2019 (COVID-19) was originally recognized in December 2019 as a case of lung infection in Wuhan, China. COVID-19 has affected the capability of health care experts to treat patients face to face. One initiative to improve the efficacy and convenience of patient care despite the physical distancing limitations has been the application of "virtual clinics" (VCs) as a treatment modality. This study was aimed to investigate the use of VCs as a tool of telehealth during the COVID-19 pandemic in Saudi Arabia. This study was conducted in the ambulatory care setting at King Abdullah Specialized Children Hospital in Riyadh. Respondents were selected from different groups of health care providers. The study was a hospital-based cross-sectional design using an electronic survey. In total, 277 surveys were collected. Principal findings showed the deployment of VCs by 67.2% ( = 186) of providers. Among these providers, 54.3% were female, and only 18.8% of providers were aged >54 years. 98.1% of the respondents have started running VCs since the COVID-19 outbreak, with 47.2% of respondents running between 51 and 100 VCs per month, and the majority (74%) were spending 6-15 min per patient visit. Chronically ill patients constituted 57.7% of the patient's population served. Almost 95% of respondents used electronic prescriptions during their VCs. Most providers (98.1%) used the telephone/mobile as a means of communication with the patient during these VCs. A total of 75.5% of VCs were integrated with electronic health records such as appointment scheduling (77.9%), and 88.3% of the providers were satisfied with their VCs. The major opportunity seen by providers was reducing appointment waiting times (73.4%). The major success metric seen in VCs was increased patient satisfaction as reported by providers (67.9%). In contrast, the major challenge seen was the lack of face-to-face interaction and physical examination (86.8%). VCs are one way of centering the health system around the patient, but careful attention is needed to integrate these services with the current health care delivery system in place and ensure quality care to the patients.