Assessing Patient Satisfaction and Exploring Technical, Social, Individual Barriers of Using Mental Telehealth Services in Riyadh City

Background: Telehealth services in Saudi Arabia have expanded under Vision 2030* to help enhance health access through digital platforms. However, limited research has explored barriers to access and satisfaction with mental telehealth services. This study aimed to identify the barriers that hinder access to mental telehealth services and assess patient satisfaction among the users.Methods: A cross-sectional study was conducted among adults in Riyadh, Saudi Arabia, from September 2024 through April 2025. Statistical significance was p < 0.05.Results: A total of 437 participants registered, of whom 69% were young adults aged 18 to 29 years, and 63% were females. Mental telehealth was used by 31%, of whom Labayh (an electronic platform specialized in psychological and family sessions) (69%) was the most utilized platform. Patient satisfaction was high at 92%. Technical problems, such as difficulty using apps and the need for technical assistance, were significantly higher among non-users compared to users (p < 0.001). The non-users of mental telehealth service providers reported higher perceived support from family and friends (p < 0.001). Personal barriers like professional qualification issues, privacy issues, and shame discussing personal issues via the internet were the strongest predictors of non-use (p < 0.001).Conclusion: The findings highlight the fact that although patient satisfaction with Riyadh’s mental telehealth care is high, utilization is still influenced by individual, social, and technical barriers. Psychological issues needing resolution include social support facilitation, electronic literacy enhancement, and user-friendly sites ensuring facilitation, which are crucial in improving engagement and usability.