Telehealth Services in the Brazilian Unified Health System: An analysis from the perspective of trust

Abstract

Objective: To analyze telehealth in the Brazilian Unified Health System from the perspective of trust, using Niklas Luhmann’s Systems Theory, focusing on the legal, social, and technological implications of remote healthcare implementation in Brazil.

Method: This study adopts a qualitative approach based on the pragmatic-systemic method and monographic procedure, supported by bibliographic review and normative analysis. The research examines the legal framework of telehealth, consumer protection law, the Federal Constitution, and theoretical references from systems sociology.

Results: The findings indicate that telehealth is a relevant instrument for expanding access to healthcare but faces structural limitations related to technological inequality, informational vulnerability, and socioeconomic conditions. The analysis shows that user trust is a central element for legitimizing remote care, conditioned by freedom of choice, the right to information, transparency, and the protection of legitimate expectations. The structural coupling between legal and health systems requires compatibility between technological innovation and fundamental rights.

Conclusion: It is concluded that telehealth implementation in the public health system must be guided by public policies that address regional and social inequalities, ensuring the protection of trust and the effectiveness of users’ rights. Telehealth is legally legitimate when integrated into a hybrid healthcare model that combines technological innovation with social inclusion.