Public Awareness and Utilization of 937-Telephone Health Services in the Kingdom of Saudi Arabia Before and During the COVID-19 Pandemic: Longitudinal Study

Abstract

Background Telehealth plays a key role in supporting health care systems and influencing methods of health care delivery. Government laws and medical operating protocols have been largely modified to provide remote care to reduce social contact and ensure a safer patient environment. In the Kingdom of Saudi Arabia (KSA), the Ministry of Health (MOH) introduced several forms of telemedicine as alternatives to face-to-face consultations in clinical settings. Objective This study aimed to assess the awareness and utilization of telehealth services before and during the COVID-19 outbreak in the KSA. Methods In this longitudinal study, we compared the awareness and utilization of 937-telephone health services (ie, a toll-free telephone service to provide medical and administrative health care services at any time for the population) before and during the COVID-19 outbreak in the KSA. Using a convenience sampling technique, a validated web-based questionnaire was distributed on social media platforms (Facebook, Twitter, and WhatsApp) at 2 timepoints: before (February 2019) and during (May 2020) the COVID-19 pandemic. Results The study sample comprised a total of 1961 participants who completed the questionnaire before (n=1303, 66%) and during (n=658, 33%) the COVID-19 pandemic. Both awareness (before=46% vs during=78%) and utilization (before=42% vs during=48%) of the 937-telephone health services increased significantly during the pandemic (P<.001). No significant association of the awareness or utilization of 937-telephone health services before and during the COVID-19 pandemic was found with respect to the participants’ age, education level, having children, or having any chronic disease. Conclusions Our findings indicate significant increases in the awareness and utilization of 937-telephone health services during the early days of the COVID-19 pandemic, suggesting an increase in public acceptance of the service and providing evidence of an equitable telemedicine service for the population. Further studies are needed to provide a deeper understanding of the barriers and facilitators to the use of 937-telephone health services for different groups of the population.

The Perception of Health Care Practitioners Regarding Telemedicine During COVID-19 in Saudi Arabia: Mixed Methods Study

“…Notably, telephones were identified as the primary mode of patient interaction ( Tables 8 and 9 ). This trend aligns with global shifts, notably during the COVID-19 pandemic when telephone health services saw a marked increase in use [ 15 ]. Simultaneously, there was a noticeable increase in the use of web-based chatting (17/117, 14.5%) and videoconferencing (11/117, 9.4%), establishing mobile phones as pivotal tools for telehealth during this period.…”

“…These 2 platforms cover consultations, appointment scheduling, web-based clinics (through the Seha App), and more. When compared with the period during the pandemic, the use of both platforms was significantly lower before the outbreak [ 14 , 15 ]. Telemedicine is an emerging technology that shows undeniable value in satisfying consumers’ health needs at any time and place through cost-effective models [ 16 ].…”

“…Telemedicine is an emerging technology that shows undeniable value in satisfying consumers’ health needs at any time and place through cost-effective models [ 16 ]. A variety of telecommunication tools were used, including web-based clinics, teleconsultations, e-prescriptions and medication refills through home delivery, mobile apps, and distance monitoring, with a final option for admission into special units if required [ 15 ].…”

COVID-19 and Saudi Arabia: Awareness, Attitude, and Practice

“…More health education and training programs are warranted. Al-Rayes/Jul 2021 86 Public Awareness and Utilization of 937-Telephone Health Services in the Kingdom of Saudi Arabia Before and During the COVID-19 Pandemic: Longitudinal Study. 1961 participants Online questionnaire on social media This longitudinal study shows that there were significant increases in the awareness/utilization of 937-telephone health services during the early days of the COVID-19 pandemic.…”

Public awareness and use of 997 emergency medical service phone number during the COVID-19 pandemic

“…In addition, the study has implications for policymakers to promote public awareness and usage rates to maximize the value of this service. As most public agencies in the country have a free-of-charge 3-digit number, the EMS number can be easily confused with other services and cause a delay in reaching the needed service ( 19 ). The media can contribute to awareness by education campaigns or short films and scenarios that are well-perceived by the community of different age, educational backgrounds, geographic regions, and medical illnesses.…”