The paper discusses how the information and knowledge processes in the public health care context obstruct the value co-creation by patients, their families, and the health care organisations. The empirical research focuses on the childhood obesity care. The results indicate how involvement of patients and their families in the process does not always enhance value creation in the patient’s well-being. Particularly, some families deny the problem and some have needs that are not taken into account by the health care professionals. By identifying barriers in information and knowledge processes, we provide practical recommendations and contribute to the emerging transformative service research.