Perceptions and Experiences of Tele-Pharmacy Services Among Adults With Diabetes Who Use Them in Saudi Arabia: A Cross-Sectional Study

Abstract

Diabetes mellitus requires continuous self-management, medication adherence, and regular healthcare follow-up. Tele-pharmacy is an emerging care delivery model that may improve access, engagement, and chronic disease management, but evidence on diabetic patients’ experiences with tele-pharmacy in Saudi Arabia remains limited. This study aimed to assess perceptions and experiences of tele-pharmacy services among adults with diabetes in Saudi Arabia who use them and to describe diabetes self-management behaviours and perceived diabetes-related outcomes. We conducted a cross-sectional survey of adults with diabetes in Saudi Arabia using a structured questionnaire distributed through convenience sampling; analyses were restricted to the 377 respondents who reported using tele-pharmacy services. Associations between categorical variables were assessed using the Chi-square test or Fisher’s exact test, as appropriate. We examined associations between participant demographic characteristics, including gender, age group, educational level, diabetes type, and diabetes duration, and perceived tele-pharmacy outcomes. Among the 377 tele-pharmacy users, 84.6% found it easier to access than traditional services. Participants showed favorable self-management behaviors, particularly in adherence, glucose monitoring, and diet. Satisfaction was high across accessibility, convenience, and care quality. Most participants reported improved medication adherence, blood glucose levels, dietary habits, and reduced complications. No statistically significant associations were observed between perceived tele-pharmacy outcomes and gender, age group, or diabetes type. However, diabetes duration was significantly associated with perceived reductions in diabetes-related complications (p=0.010), while higher educational attainment was associated with better disease understanding (p=0.020), blood glucose monitoring (p=0.011), and physical activity (p=0.044). In this cross-sectional survey, adults with diabetes in Saudi Arabia who used tele-pharmacy services reported generally favourable perceptions regarding accessibility and satisfaction. These findings describe favourable perceptions among self-selected tele-pharmacy users, cannot be generalized to all adults with diabetes, and should not be interpreted as evidence of a causal effect of tele-pharmacy on clinical outcomes.