Healthcare and the Co-creation of Value: Qualifying the Service Roles of Informal Caregivers

The study advances the debate on the co-creation of value in healthcare by treating the informal caregivers as a key organizational resource for the providers. Using the Dialogue, Access, Risk, and Transparency (DART) model developed by Prahalad and Ramaswamy as an interpretative key, this qualitative paper frames the role of the informal caregivers within the multiple experiences of value co-creation in which they are engaged. The central argument is that the informal caregiver performs three intersecting key roles: patient’s advocate, system navigator and coordinator of care.