Inovação em serviços de hospitais universitários: O potencial da telessaúde para a cocriação de valor

Louredo, Fernanda de Sousa Gusmão; Vargas, Eduardo Raupp de; Araújo, Cláudia Affonso Silva

doi:10.1590/1678-6971/eRAMR260093

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Knowledge, Strategy and Innovation • RAM, Rev. Adm. Mackenzie 27 (1) • 2026 • https://doi.org/10.1590/1678-6971/eRAMR260093 linkcopiar

Inovação em serviços de hospitais universitários: O potencial da telessaúde para a cocriação de valor

Autoria SCIMAGO INSTITUTIONS RANKINGS

Objetivo: A telessaúde permite ir além de seus limites convencionais, tanto geográficos quanto conceituais, pois permite que os consumidores obtenham facilmente serviços de saúde online de provedores globais. Portanto, esta pesquisa tem como objetivo analisar os serviços de teles-saúde na cocriação de valor, visando potencializar a inovação em hospitais universitários. Esses hospitais são espaços de referência na construção do conhecimento científico e na crescente relevância de práticas capazes de se estender a todo o sistema de saúde.

Originalidade/valor: Apresentamos uma análise teórica que pode servir de ferramenta de pesquisa para gestores de saúde e contribuir para o diálogo entre teoria e prática. Considerando que a telessaúde é uma inovação ad hoc, foi possível constatar que ela é capaz de gerar ruptura e desencadear respostas estratégicas para cocriar valor ao gerenciar barreiras organizacionais que podem afetar os resultados do processo.

Design/metodologia/abordagem: Pesquisamos cinco bases de dados: Biblioteca Virtual em Saúde, PubMed, EBSCO, Scopus e Web of Science. Os termos de busca foram relacionados a duas dimensões dos descritores com suas respectivas variações: telessaúde e hospital universitário. Para a análise dos dados, articulamos a teoria Service-Dominant (S-D) com a Abordagem Integradora da teoria da inovação em serviços.

Resultados: A busca retornou 1.447 artigos, dos quais 78 foram selecionados para análise. Os resultados mostram que a telessaúde é parte fundamental da transformação digital dos hospitais universitários, pois contribui para a melhoria da prestação de serviços de saúde. A utilização de tecnologias da informação permite a prestação de serviços mais eficientes. Os usuários podem obter mais controle sobre seu bem-estar e interagir de forma mais rápida e eficaz no compartilhamento de dados.

Contributions	Authors / Year	Number of articles
1. Barriers to using telehealth	Onyeabor et al., 2024 / Verghese et al., 2024 / Habib et al., 2023 / Dia et al., 2023 / Yang et al., 2023 / Smits et al., 2023 / Mettler et al., 2023 / Jallal et al., 2023 / Sasaki et al., 2023 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Tolvi et al., 2023 / Hron et al., 2023 / Bückmann et al., 2023 / Kaissar et al., 2023 / Jun et al., 2023 / Scudeller et al., 2023 / Hlavin et al., 2023 / Chen et al., 2022 / Hançer & Demir, 2022 / Govender et al., 2022 / Torales et al., 2022 / Francke et al., 2022 / Hughes et al., 2022 / Francke et al., 2022/ Berg et al., 2022 / Ergur et al., 2022 / Phillips et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Robiony et al., 2021 / Lakshin et al., 2021 / Christof et al., 2021 / Gupta et al., 2021 / Kavadichanda et al., 2021 / Liberal et al., 2021 / Aquino et al., 2021 / Gaziel-Yablowitz et al., 2021 / Aminoff et al., 2021 / Ogawa et al., 2021 / Ankersen et al., 2021 / Parker & Chia, 2021 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Khodadad-Saryazdi., 2021 / Maia et al., 2019 / Sadoughi et al., 2017 / Zenteno et al., 2016 / Ho et al., 2015 / Blomstrand et al., 2012 / Andersen et al., 2011	56
2. Advantages of using telehealth	Onyeabor et al., 2024 / Maqsood et al., 2024 / Verghese et al., 2024 / Habib et al., 2023 / Muschol et al., 2023 / Ploux et al., 2023 / Hwang & Bae, 2023 / Yang et al., 2023 / Smits et al., 2023 / Paul et al., 2023 / Potter et al., 2022 / Arndt et al., 2023 / Libreros-Peña et al., 2023 / Parisi et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Mettler et al., 2023 / Jallal et al., 2023 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Warner, 2022/ Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Giraudeau et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Robiony et al., 2021 / Lakshin et al., 2021 / Christof et al., 2021 / Gpta et al., 2021 / Kavadichanda et al., 2021 / Liberal et al., 2021 / Bückmann et al., 2023 / Kaissar et al., 2023 / Jun et al., 2023 / Scudeller et al., 2023 / Hlavin et al., 2023 / Hançer & Demir, 2022 / Torales et al., 2022 / Tolvi et al., 2023 / Hron et al., 2023 / Prosperi et al., 2023 / Aminoff et al., 2021 / Ogawa et al., 2021 / Hughes et al., 2022 / Ankersen et al., 2021 / Berg et al., 2022 / Ergur et al., 2022 / Phillips et al., 2022 / Parker & Chia, 2021 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Khodadad-Saryazdi., 2021 / Zenteno et al., 2016 / Sadoughi et al., 2017 / Blomstrand et al., 2012 / Ho et al., 2015 / Andersen et al., 2011	67
3. Co-creation of value through the collaboration of the actors involved	Bruce et al., 2024 / Onyeabor et al., 2024 / Ploux et al., 2023 / Hwang & Bae, 2023 / Smits et al., 2023 / Arndt et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Mettler et al., 2023 / Warner, 2022 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Lakshin et al., 2021 / Scudeller et al., 2023 / Torales et al., 2022 / Tolvi et al., 2023 / Ogawa et al., 2021 / Hughes et al., 2022 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Khodadad-Saryazdi., 2021 / Maia et al., 2019 Sadoughi et al., 2017 / Ho et al., 2015 / Andersen et al., 2011	34
4. Capacity for digital collaboration	Ploux et al., 2023 / Hwang & Bae, 2023 / Smits et al., 2023 / Potter et al., 2022 / Arndt et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Lakshin et al., 2021 / Scudeller et al., 2023 / Torales et al., 2022 / Tolvi et al., 2023 / Ogawa et al., 2021 / Hughes et al., 2022 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Khodadad-Saryazdi., 2021 / Zenteno et al., 2016 / Sadoughi et al., 2017 / Andersen et al., 2011	35
5. How telehealth affects the customer and the company	Bernhardt et al., 2024 / Bruce et al., 2024 / Koch et al., 2022 / Muschol et al., 2023 / Dia et al., 2023 / Ploux et al., 2023 / Hwang & Bae, 2023 / Yang et al., 2023 / Paul et al., 2023 / Potter et al., 2022 / Arndt et al., 2023 / Libreros-Peña et al., 2023 / Bernhardt et al., 2024 / Hakanen et al., 2023 / Hermans et al., 2023 / Mettler et al., 2023 / Warner, 2022 / Sasaki et al., 2023 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Giraudeau et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Robiony et al., 2021 / Lakshin et al., 2021 / Christof et al., 2021 / Liberal et al., 2021 / Bückmann et al., 2023 / Kaissar et al., 2023 / Jun et al., 2023 / Scudeller et al., 2023 / Hlavin et al., 2023 / Onyeabor et al., 2024 / Hançer & Demir, 2022 / Torales et al., 2022 / Tolvi et al., 2023 / Prosperi et al., 2023 / Maqsood et al., 2024 / Aminoff et al., 2021 / Ogawa et al., 2021 / Hughes et al., 2022 / Ankersen et al., 2021 / Berg et al., 2022 / Ergur et al., 2022 / Phillips et al., 2022 / Parker & Chia, 2021 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Khodadad-Saryazdi., 2021 / Zenteno et al., 2016 / Sadoughi et al., 2017 / Andersen et al., 2011	64
6. Development or creation of new practices and/or existing resources	Bernhardt et al., 2024 / Verghese et al., 2024 / Koch et al., 2022 / Muschol et al., 2023 / Ploux et al., 2023/ Arndt et al., 2023 / Yang et al., 2023 / Potter et al., 2022 / Libreros-Peña et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Mettler et al., 2023 / Warner, 2022 / Sasaki et al., 2023 / Damoiselet et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Giraudeau et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Robiony et al., 2021 / Lakshin et al., 2021 / Christof et al., 2021 / Liberal et al., 2021 / Bückmann et al., 2023 / Kaissar et al., 2023 / Scudeller et al., 2023 / Hlavin et al., 2023 / Hançer & Demir, 2022 / Torales et al., 2022 / Tolvi et al., 2023 / Prosperi et al., 2023 / Maqsood et al., 2024 / Hughes et al., 2022 / Ankersen et al., 2021 / Berg et al., 2022 / Ergur et al., 2022 / Phillips et al., 2022 / Parker & Chia, 2021 / Kurihara et al., 2021 / Ahmed et al., 2021 / Alshareef et al., 2021 / Khodadad-Saryazdi., 2021 / Sadoughi et al., 2017 /Andersen et al., 2011	52
7. Introduction of a new service or a new quality of service	Bruce et al., 2024 / Verghese et al., 2024 / Hakanen et al., 2023 / Habib et al., 2023 / Aminoff et al., 2021 / Ogawa et al., 2021	6
8. Introduction of a new method of service provision, as well as a new form of service provision	Onyeabor et al., 2024 / Bernhardt et al., 2024 / Bruce et al., 2024 / Verghese et al., 2024 / Hwang & Bae, 2023 / Paul et al., 2023 / Habib et al., 2023 / Jun et al., 2023 / Aminoff et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Zenteno et al., 2016 / Ho et al., 2015	13
9. Listing of the external forces that drove the process	Dia et al., 2023 / Ploux et al., 2023 / Hwang & Bae, 2023 / Yang et al., 2023 / Smits et al., 2023 / Paul et al., 2023 / Potter et al., 2022 / Libreros-Peña et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Sasaki et al., 2023 / Sharmila et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Lakshin et al., 2021 / Bückmann et al., 2023 / Jun et al., 2023 / Scudeller et al., 2023 / Hançer & Demir, 2022 / Torales et al., 2022 / Maqsood et al., 2024 / Aminoff et al., 2021 / Hughes et al., 2022 / Kurihara et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Khodadad-Saryazdi., 2021 / Zenteno et al., 2016 / Sadoughi et al., 2017	38
10. Listing of the internal forces that drove the process	Dia et al., 2023 / Ploux et al., 2023 / Hwang & Bae, 2023 / Yang et al., 2023 / Smits et al., 2023 / Paul et al., 2023 / Hakanen et al., 2023 / Hermans et al., 2023 / Sasaki et al., 2023 / Sato et al., 2022 / Chen et al., 2022 / Aquino et al., 2021 / Govender et al., 2022 / Francke et al., 2022 / Pradhan et al., 2021 / Escobar et al., 2021 / Mettler et al., 2021 / Bhanot et al., 2021 / Knierim et al., 2021 / Lakshin et al., 2021 / Bückmann et al., 2023 / Jun et al., 2023 / Scudeller et al., 2023 / Hançer & Demir, 2022 / Torales et al., 2022 / Maqsood et al., 2024 / Aminoff et al., 2021 / Ogawa et al., 2021 / Hughes et al., 2022 / Kurihara et al., 2021 / Alshareef et al., 2021 / Alboraie et al., 2021 / Maia et al., 2019 / Khodadad-Saryazdi., 2021 / Zenteno et al., 2016 / Sadoughi et al., 2017 / Andersen et al., 2011 / Ho et al., 2015	38
11. The resolution of user problems through the co-creation of the service	Hwang & Bae, 2023 / Smits et al., 2023 / Govender et al., 2022 / Francke et al., 2022 / Alboraie et al., 2021 / Maia et al., 2019 / Sadoughi et al., 2017	7
12. Value is created when there are combined efforts of companies, employees, customers, government, and other related entities	Ploux et al., 2023 / Govender et al., 2022 / Francke et al., 2022 / Alboraie et al., 2021	4
13. Co-destruction of value	Khodadad-Saryazdi, 2021	1

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