A Multidimensional Cross-Sectional Impact Assessment of Teleconsultation Services at Emirates Health Services, United Arab Emirates

BACKGROUND Teleconsultation services have emerged as vital components of digitally enabled, sustainable health care delivery. Emirates Health Services (EHS) launched its e-visits program to enhance outpatient care accessibility, operational efficiency, and environmental stewardship. The objective of this research was to conduct a comprehensive evaluation of the E-visits program over 2023-2024, assessing its financial, environmental, and societal value.

METHODS A retrospective cross-sectional study was conducted using electronic health record data across all qualifying EHS facilities. Multidimensional analyses evaluated direct consultation cost reductions, physician time savings, carbon emission mitigation, and broader societal benefits. Uniquely, the study incorporated an opportunity cost framework that estimated the economic value of time saved by employed patients-a dimension often overlooked in telehealth evaluations. Subgroup analyses ensured demographic and geographic representation.

RESULTS E-visits accounted for a substantial proportion of consultations, particularly among women (65.9%) and working-age patients. Physician time savings averaged more than 4 min per consultation, equating to more than 14 full-time employees' time saved on average. The program averted approximately 5,920.8 metric tons of CO2 emissions. Uniquely, this study estimated over United Arab Emirates Dirham (AED) 50 million in combined annual savings, including not only organizational efficiencies but also patient-level and community-wide economic gains-such as reduced travel and fuel costs and opportunity cost savings from recovered work hours. The calculated net present value over 2 years exceeded AED 65 million.

CONCLUSION This study presents a novel and comprehensive model for evaluating telehealth impact, uniquely quantifying opportunity costs for employed patients alongside community and organizational benefits. The findings demonstrate how E-visits can drive transformational change across multiple domains of value, reinforcing the case for sustainable, digital-first care models.