Transformative Value Co-creation in Healthcare Services in the COVID-19 Era: The Case of Centro Cardiologico Monzino

The outbreak of COVID-19 has presented great challenges for health services targeted at patients with chronic diseases, such as cardiovascular disorders. Hospitals and medical clinics must find new and effective solutions to address the impacts on individual and collective well-being due to the increased diffusion of these types of diseases, especially during a pandemic. This implies the evolution of the service ecosystem through enhanced coordination and resource integration between different actors (patients, doctors, service providers, relatives, caregivers, etc.). The coordination process might be leveraged by technological devices aimed at integrating resources and co-creating transformative value (Anderson et al. 2013; Danaher and Gallan 2016; Anderson et al. 2018). This chapter, in particular, investigates how digital health technologies impact the evolution of the Italian healthcare service ecosystem in a transformative way through the study of the case of Centro Cardiologico Monzino. The study adopted a qualitative approach based on in-depth interviews with patients of Centro Cardiologico Monzino with cardiovascular pathologies who use digital health devices and doctors, caregivers, and other key informants who are experts in the Italian healthcare service ecosystem. Our findings illustrate how digital health contributes to value co-creation and to the enhancement of individual and collective well-being, considering the renewed interaction between different actors in the service ecosystem.