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Telemedicine co-design and value co-creation in public health care

journal contribution
posted on 14.04.2021, 14:13 by Higor Leite, Ian HodgkinsonIan Hodgkinson
COVID‐19 has presented significant challenges for public healthcare systems across the globe. The critical challenge for public healthcare organisations is to provide effective health care to patients, while simultaneously keeping frontline staff safe. Telemedicine has emerged as a prominent service intervention to this end. Telemedicine integrates technologies into medical practices to alleviate the need for face‐to‐face interactions through video consultations. The study explores how physicians and patients can, together, co‐create service value both within the telemedicine ecosystem and under crisis. Secondary qualitative data from physicians and patients active on Twitter and from across multiple countries are used to this end. Thematic analysis reveals seven themes that inform a new integrative telemedicine value co‐creation framework, which provides a platform for inclusive, equitable, and sustainable telemedicine services. The study provides a new understanding of the service triad ‒ telemedicine co‐design, value co‐creation, and service improvement ‒ highlighting the roles of co‐design and value co‐creation for public health care under crises.

History

School

  • Business and Economics

Department

  • Business

Published in

Australian Journal of Public Administration

Volume

80

Issue

2

Pages

300-323

Publisher

Wiley

Version

AM (Accepted Manuscript)

Rights holder

© Institute of Public Administration Australia

Publisher statement

This is the peer reviewed version of the following article: LEITE, H. and HODGKINSON, I.R., 2021. Telemedicine co‐design and value co‐creation in public health care. Australian Journal of Public Administration, 80 (2), pp.300-323, which has been published in final form at https://doi.org/10.1111/1467-8500.12473. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions.

Acceptance date

23/02/2021

Publication date

2021-03-22

Copyright date

2021

ISSN

0313-6647

eISSN

1467-8500

Language

en

Depositor

Prof Ian Hodgkinson. Deposit date: 1 March 2021

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