60 Lusíadas Scientifc Journal • VOL. 2 • #2 • abril/junho 2021 Como a COVID-19 Impulsionou a Adoção de Tecnologia Complexa na Prestação de Cuidados de Saúde How COVID-19 Boosted Complex Technology Adoption in Healthcare Delivery Sofia Couto da Rocha iD 1 * , Eduarda Reis 1 , Wal Chevrand 1 , Susana Fonseca 1 , Hugo Dias 1 , Gonçalo Bandeira 1 , Luís Vaz Henriques 1 *Autor Correspondente/Corresponding Author: Sofa Couto da Rocha [sofacdr@gmail.com] Rua Ferreira Lapa 27, c/v esquerda, 1150-155 Lisboa, Portugal 1. Lusíadas Saúde, Lisboa, Portugal. Recebido/Received: 15/06/2021 - Aceite/Accepted: 15/06/2021 - Publicado/Published: 30/06/2021 © Author(s) (or their employer(s)) 2021. Re-use permitted under CC BY-NC. No commercial re-use. © Autor (es) (ou seu (s) empregador (es)) 2021. Reutilização permitida de acordo com CC BY-NC. Nenhuma reutilização comercial. Palavras-chave: COVID-19; Inteligência Artifcial; Pandemia; Prestação de Cuidados de Saúde; Tecnologia Biomédica; Tecnologia de Saúde Keywords: Artifcial Intelligence; Biomedical Technology; COVID-19; Delivery of Health Care; Pandemics; Health Care Technology Artigo de Perspetiva/Perspective Article COVID-19 pandemic is changing the world, and its efects will last. Two thousand and twenty was the year of massive transi- tion for healthcare delivery. The implementation of teleconsul- tation was only one of the frst steps for the virtualization of care in our units, as the client pathway and the information systems had to change even more without being obvious to our eyes. Digital medicine has an unlimited number of uses although it fully depends on the process of implementation, namely on the people you engage. 1,2,4 All stakeholders had to change accor- ding to this new vision of healthcare delivery: legislators, payers, physicians and most of all, patients. 5 All the processes and steps are valuable for other projects regarding digital transformation. This process is way beyond technology, actually in our point of view, it is based on four main pillars: relationship with users and other stakeholders, professionals and teams capacitation, ope- rational efciency & costs optimization and, as an overall, heal- thcare process transformation generated by intelligence. To follow the pace that markets and patients are imposing, te- chnology plays a great role, being a solution facilitator or an easy trap to fall with the promise to solve it all. 3 This last year was probably the biggest challenge of our lives, accelerating the transfer of diferent technologies to the daily basis care. Our target was to solve and expand a fast answer to the new needs, imposed by the pandemic, and to reorganize the long run digital transformation plan. Our goal was to accelerate the digital transformation along the organization focusing on 5 main projects that are transversal the 4 referred pillars: + Lusíadas, Lu- síadas service catalog (LSC), Telemedicine project, Lusíadas Clini- cal Call Center, artifcial intelligence (AI) applied to access. Looking to each project: 1. + Lusíadas: an omnichannel concept for all user interactive platforms. The number of users (above 150 000) has been in- creasing continuously since the launch by September 2020. The number of bookings by this solution has also been growing with a variation of +197% in 2021, when compared to the previous solution in 2019, only with 6 months in the market. Regarding users experience, we have the best rating when compared to the direct competitors. The available functionalities, after our frst experience with methodology agile, changed a lot along the way. With the pandemic so- lutions like fully automated check in, digital payment, or the inclusion of teleconsultations to access by the app appeared to be crucial for the launch. That methodology allowed us to listen to the users and iterate continuously. Preparing by now the step two of the digital solution.