Perceived satisfaction of web-based medical appointment system in Saudi Arabia: a systematic review and meta-analysis

A web-based medical appointment system is an electronic service that is available in a smartphone application and enables patients to book, cancel, or reschedule their appointment for a specified clinic at a primary health care center (PHCC). This review aimed to assess the perceived satisfaction of web-based appointment systems in Saudi Arabia “Sehhaty”.

We searched the Cochrane, Trip, EMBASE, and Google Scholar databases for original research published during 2018–2023. The inclusion criteria included all the available studies that investigated the perceived satisfaction with the web-based appointment system in Saudi Arabia. A random effect model was used for data analysis, and the results were presented as odds ratios (ORs) with a 95% confidence interval (CI).

The review included 781 patients from three observational studies conducted in different regions of Saudi Arabia. Overall, the review recorded that more than half (59.41%) of the studied subjects were satisfied with the use of the web-based appointment system. Moreover, about two thirds of the included patients believed that the web-based appointment system improved the accessibility of PHCC services.

The web-based appointment system is a significant tool that improves the accessibility of PHCC services and consequently enhances patients’ perceived satisfaction.