Determinants of patient satisfaction with Wasfaty and community pharmacy services in Aseer, Saudi Arabia: a cross-sectional study.

BACKGROUND: Wasfaty is a national electronic prescription system in Saudi Arabia linking healthcare facilities with community pharmacies to improve medication access. As digital health services expand, patient satisfaction is increasingly important, with limited evidence from the Aseer region. This study assessed patient satisfaction with Wasfaty and community pharmacy services and its associated demographic and service-related factors. METHODS: A cross-sectional survey was conducted (5 September-25 October 2025) among adults (≥18 years) in the Aseer region using Wasfaty or community pharmacy services. Participants were recruited via convenience sampling and completed a structured questionnaire assessing sociodemographics, Wasfaty use, and satisfaction. Data were analyzed using descriptive and inferential statistics, with p < 0.05 considered statistically significant. RESULTS: A total of 446 participants were enrolled, most of whom were female (57.6%) and aged 30-49 years (63.7%). Overall satisfaction with Wasfaty and community pharmacy services was high, with more than three-quarters reporting positive experiences. Ease of use was highly rated, while concerns were noted regarding medication availability and waiting times. Ease of use showed a moderate positive correlation with Wasfaty satisfaction (r = 0.48, p < 0.001), whereas waiting time was negatively associated (r = -0.21, p < 0.01). Multiple linear regression identified ease of use (β = 0.30), pharmacist communication (β = 0.28), and medication availability (β = 0.24) as the strongest predictors of satisfaction, while longer waiting times were negatively associated (β = -0.10, p = 0.02). Logistic regression showed higher odds of satisfaction among females (AOR = 4.83) and among participants reporting better pharmacist communication (AOR = 1.40), ease of use (AOR = 1.35), and medication availability (AOR = 1.28) (all p < 0.001). CONCLUSION: Overall satisfaction with the Wasfaty system and community pharmacy services was generally high, although some participants reported neutral or dissatisfied responses, indicating variability across service domains. Key concerns included medication availability, waiting times, and communication, highlighting areas for improvement to enhance patient experience and service quality.