Experiences with Virtual Health Clinics in Home Care: A Qualitative Study from the Hail Region, Saudi Arabia

Background: Virtual Health Clinics (VHCs) gained widespread adoption during the COVID-19 pandemic, providing accessible care while reducing the need for in-person visits. As home care services continue to evolve post-pandemic, understanding the experiences of both patients and healthcare providers using VHCs is essential, particularly in underserved regions such as Hail, Saudi Arabia. Aim: This qualitative study explores the experiences, challenges and enablers of healthcare providers and home care patients who use virtual health clinics in the Hail region. Methods: Semi-structured interviews were conducted with a purposive sample of five healthcare providers and fifteen home care patients receiving services through the Home Health Care Department at King Khalid Hospital between January and June 2024. Interviews were transcribed and analyzed thematically using an inductive approach supported by NVivo 12 software. Results: Three key themes emerged from the analysis: (1) the need for structured training in virtual care technology, with providers reporting limited preparation and patients expressing confusion during virtual visits; (2) the dual nature of remote communication, which offered time and cost savings but was hindered by poor connectivity in rural areas; and (3) limited access to IT support during virtual appointments, particularly outside standard working hours, which contributed to service disruptions. Limitations: The study’s findings are based on a small sample size from a single hospital, which may limit generalizability. The qualitative design also introduces potential interpretation bias. Conclusion: While virtual health clinics offer clear advantages for home care delivery, their effective implementation depends on addressing operational challenges, including training, communication infrastructure and IT support. These insights provide practical guidance for healthcare administrators and policymakers seeking to expand virtual care services in home-based settings.