JMIR Publications

ABSTRACT

Background:

The integration of Electronic Health Records (EHRs) with telehealth platforms represents a transformative approach in healthcare, providing critical accessibility and engagement solutions, especially during the COVID-19 pandemic. In Riyadh's hospitals, the adoption of EHR-integrated telehealth has significantly increased and offers enhanced patient care options. However, there is a need to examine its continued relevance, effectiveness, and challenges in a post-pandemic context.

Objective:

This research aims to qualitatively investigate the usability, perceived benefits, and barriers of patient access to EHR-integrated telehealth from both patients and healthcare providers (HCPs) in Riyadh’s hospitals. Through examining these perspectives, the study identifies key factors affecting the efficiency and limitations of telehealth in fostering healthcare accessibility, service quality, and patient satisfaction.

Methods:

A qualitative research design was used, featuring semi-structured interviews with 20 patients and 10 HCPs, selected through purposive sampling for their direct experience with EHR-integrated telehealth services at Sulaiman Al-Habib Hospital in Riyadh. Thematic analysis, supported by NVivo 14 software, was employed to analyze the transcriptions and extract themes related to usability, perceived benefits, and barriers.

Results:

Findings indicate that patients generally regard EHR-integrated telehealth positively, appreciating its navigability, convenience, and facilitation of remote healthcare interactions. Reported benefits included reduced physical visits, time savings, and more accessible follow-ups, contributing to greater continuity of care. However, significant barriers were identified, including technical challenges, lack of integration across hospital branches, absence of insurance payment linkages, and limited patient choice among providers. HCPs also expressed concerns over digital literacy gaps, the platform’s limitations for specialized and complex care, and technical disruptions impacting care delivery.

Conclusions:

EHR-integrated telehealth offers substantial potential to improve healthcare delivery in Riyadh’s hospitals by enhancing access, convenience, and patient engagement. However, maximizing these benefits in Saudi Arabia’s evolving healthcare landscape requires addressing identified barriers, particularly in platform stability, inter-branch integration, insurance linkages, and patient support resources.