Attached.

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King Saud University

Analyzing the Impact of Call Centers on Patient Compliance with Home Use Medical
Devices in Saudi Arabia

Rahaf Abdullah Saleh Almasloukh
Supervisor Name
Date

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Abstract
Background: Home medical devices serve as the foundation for effective chronic disease
care and long-term care services. Despite evidence that patients have trouble using home medical
devices, most research lacks data about call centers and their potential to boost patient
commitment to these devices.
Objective: The study evaluates the effect of call centers on patient adherence to home
medical devices in Saudi Arabia through analysis of patient education levels, happiness scores,
and treatment regularity.
Design: A cross-sectional survey of home medical device users investigated patient
background information, call center support experiences, and health status using a structured
questionnaire. Data from Open Government Portals was also analyzed.
Results: The study reveals that when call centers assist patients, they show better
compliance with their treatment regime. Patients developed better self-assurance and satisfaction
when receiving information.
Discussion: Call center staff members make patient education effective by delivering
quick, accessible help that solves device problems.
Conclusion: Call centers help increase patient adherence to at-home medical devices,
which shows why they matter in modern healthcare systems.

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Contents
Abstract........................................................................................................................................................ 2
Chapter 1: Introduction ............................................................................................................................. 4
1.1 Introduction ....................................................................................................................................... 4
1.2 Background of the Study .................................................................................................................. 5
1.3 Research Problem ........................................................................................................................... 10
1.4 Objectives of the Study ................................................................................................................... 10
1.5 Research Questions ......................................................................................................................... 10
1.6 Significance of the Study ................................................................................................................ 11
1.7 Scope and Limitations .................................................................................................................... 12
1.8 Summary.......................................................................................................................................... 13
Chapter 2: Literature Review .................................................................................................................. 14
2.1 Introduction ..................................................................................................................................... 14
2.2 Patient Compliance with HUMDs ................................................................................................. 14
2.3 Role of Call Centers ........................................................................................................................ 16
2.4 Patient Awareness ........................................................................................................................... 17
2.5 Conceptual Framework .................................................................................................................. 19
2.6 Summary.......................................................................................................................................... 20
Chapter 3: Methods .................................................................................................................................. 21
3.1 Introduction ..................................................................................................................................... 21
3.2 Research Design .............................................................................................................................. 21
3.3 Study Population and Sampling .................................................................................................... 21
3.4 Data Collection ................................................................................................................................ 22
3.5 Data Analysis ................................................................................................................................... 23
3.7 Summary.......................................................................................................................................... 24
References .................................................................................................................................................. 25

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Chapter 1: Introduction
1.1 Introduction
Modern healthcare is experiencing major changes as new technologies meet patient
requirements. Home-use medical devices (HUMDs) have become a major technological
development in healthcare. HUMDs help patients manage their health by tracking vital signs
while letting them handle chronic conditions at home instead of in hospitals. For diabetes care,
insulin pumps serve as medical devices, nebulizers for respiratory patients, and cardiac
monitoring systems for heart condition management. The success of medical devices in
achieving health goals depends directly on how well patients follow the correct usage
instructions.
Saudi Arabia's medical sector continues advancing its use of technological advancements
to better serve its patients. The nation displays its medical growth by using digital health records
and remote healthcare services supported by advanced diagnostic equipment (Alasiri &
Mohammed, 2022). Even though healthcare technology has improved, patients continue to face
difficulties following instructions properly. Healthcare success depends on both informing
patients about these devices and providing technical assistance along with motivational support.
When patients don't follow their medical instructions, they get worse health results and put more
strain on healthcare systems by needing extra hospital care.
Call centers help patients find better ways to communicate with healthcare providers.
Medical device centers provide patients with an instant channel to get support and learn about
using their healthcare equipment. Through their support services call centers overcome patient
challenges such as device confusion and operating mistakes to boost treatment results (Haleem et

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al., 2021). If patients have trouble understanding device instructions, they can get quick answers
from a call center to avoid medical issues. Call centers help patients by directing them to
healthcare providers while exploring individual treatment options.
Every patient needs to follow treatment guidelines to achieve better health. People
requiring insulin pumps must precisely follow their medication regimen to maintain good blood
sugar management. Using medical devices improperly can cause patients to develop dangerous
blood sugar levels that can harm their health. Call centers help protect patients by training them
to understand and master their medical equipment.
This research examines how call centers help patients follow HUMD instructions in
Saudi Healthcare Services. The study looks into how these centers support patients by improving
their daily health actions and understanding of medicine while helping them follow treatment
plans better. The study assesses call center service satisfaction through patient feedback and
detects service quality improvement possibilities.
This investigation studies how health facilities use call centers as their primary method
for meeting compliance requirements. The findings reveal how these centers improve patient
care quality through direct patient support and encourage patients to make healthy lifestyle
choices. Research findings can help Saudi Arabia's healthcare system improve population
healthcare by monitoring how call center interactions affect patient cooperation.
1.2 Background of the Study
The healthcare landscape in Saudi Arabia has undergone significant transformation in
recent years, driven by increasing incidences of chronic diseases such as diabetes, hypertension,
and cardiovascular conditions (Alasiri & Mohammed, 2022). These conditions account for a

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substantial portion of the country's healthcare delivery. Saudi Arabia has made important shifts
during the past years due to rising numbers of patients with ongoing (or chronic) medical
conditions, including diabetes and heart diseases. These diseases take up most of the nation's
healthcare resources while creating heavy demands on people who seek care and medical
professionals. The high number of these health problems stems from improper dieting, reduced
physical activity, and city life changes (Tash & Al-Bawardy, 2023). Nations responding to
healthcare needs require home medical technology (HUMDs) to help treat patients more
effectively. The technology helps patients watch and handle their medical situations right from
their own houses. These medical innovations show great promise, but their effectiveness depends
heavily on patients following treatment instructions, which is something healthcare systems in
Saudi Arabia and across the world find difficult to achieve.
Chronic disease patients get multiple benefits from using HUMDs, including
glucometers, blood pressure monitors and nebulizers to monitor their conditions at home. These
monitoring tools both lower patient hospital visits and let doctors catch health issues sooner to
manage the disease more effectively. The healthcare technology goals of Vision 2030 match
these devices' purpose in making healthcare better for patients. Patients need to know how to use
HUMDs correctly and track their health results because this attention impacts how well these
devices help them. Existing studies demonstrate that patients do not reliably follow HUMD
protocols, which limits device effectiveness (Sulaiman, 2023).
Many different factors prevent HUMD users from following proper treatment rules in
Saudi Arabia. Many p...