Impactos da pandemia da COVID-19 no serviço de consulta usando como base o processo de transformação digital: estudo de caso em uma clínica médica popular

Abstract

In 2020, a new social context was imposed on society, the rapid spread and ease of contagion of the virus called SARS-CoV-2, which causes COVID-19, caused the World Health Organization (WHO) to classify the disease as a pandemic. Faced with this, security measures such, as lockdowns, were imposed and society needed to adapt. Products and services were consumed exclusively by digital means, which directly affected Information Technology, highlighting the process of digital transformation. Based on this, this study aims to analyze the impacts caused by the COVID-19 pandemic on the consultation service of a popular medical clinic, using the digital transformation process as a basis. The research is classified as applied, exploratory, and descriptive, with a qualitative and quantitative approach. Regarding the technical procedures, bibliographical research, documental research, and case study were used. The results show that among the impacts caused by the COVID-19 pandemic, there was a decrease in face-to-face consultations, closure of Units, reduction in occupancy capacity until total release via government decree, loss of clinical staff, and adherence to the home office for the administrative sector. Among the main difficulties faced in the digital transformation process are: the issuance of digital certificates for physicians, digital prescriptions, infrastructure to support this process, and the challenge of keeping telemedicine up and running.