Patients’ Satisfaction with E-Prescribing (Wasfaty) in Saudi Arabia: A Survey of Country-Level Implementation

Abstract

Aim: This study was conducted to assess patient satisfaction with the e-prescription service implemented by the Ministry of Health hospitals and primary healthcare centres in Saudi Arabia. Methods: The study used a cross-sectional approach. Data were collected using a random sampling technique, and an online questionnaire was distributed among the study population. A five-point Likert scale, ranging from 1 (not at all satisfied) to 5 (very satisfied), was used to assess patient satisfaction. Results and Conclusions: A total of 400 patients participated in the study. More than half (57.5%) of them were males, and approximately one-third were between the ages of 30 and 39. Aspects related to the pharmacy, i.e., accessibility of pharmacies in terms of numbers, location, and opening hours, as well as pharmacy facilities, including waiting area, counselling area, dispensing area and parking lots, were skewed towards 5 (very satisfied). Aspects related to pharmacy personnel, i.e., knowledge, skills, and competencies, as well as friendliness and approachability, were also skewed towards 5 (very satisfied). Factors related to patient experience with Wasfaty, the new service, as compared with old primary healthcare centres’ pharmaceutical services, such as the availability of pharmacists, procedures for refills, waiting time, privacy, and confidentiality, were also skewed towards 5 (very satisfied).