Patient Perspectives on Primary Healthcare Reforms in Saudi Arabia: A Qualitative Study

Background In Saudi Arabia, the Vision 2030 health reform agenda aim to transform primary health care (PHC) through service expansion and digital innovation. Early indicators suggest progress; however, limited research has explored how patients perceive these changes. Objective This study explores patient experiences of PHC and PHC reforms in Saudi Arabia. Methods A qualitative study was conducted using 11 focus groups with 44 patients across four regions of Saudi Arabia. Participants were recruited through purposive sampling. Thematic analysis, guided by both inductive and deductive coding, was used to explore patient perceptions. Results Besides the predefined themes which included accessibility, continuity, coordination, and comprehensiveness, findings revealed strong approval for digital tools like Mawid (appointment booking) and Wasfaty (e-prescription), which improved access to appointments and medications. However, barriers remained, including limited parking, challenges with digital literacy, and difficulties securing timely appointments especially for dental care. Relational continuity was weak due to frequent changes in providers, though electronic medical records supported informational continuity. The Ehalati (referral system) improved access to secondary care, but a lack of feedback from specialists limited coordination. Participants recognized expanded diagnostic services, but persistent gaps were noted in dental and mental health access. Conclusion Participants reported improved patient experience in several areas, particularly through digital transformation and expanded services. Yet challenges in continuity, coordination, and service availability remain. Addressing these issues is essential for achieving a fully integrated, patient-centered PHC system aligned with Vision 2030 goals.