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Last updated:

April 8, 2022


6 months


This course includes:

6 months

Badge on Completion

Certificate of completion

6 months


Healthcare professionals around the world are experiencing increasing pressures from patients, communities, governments and payers to demonstrate value. Controlling costs, providing high-quality outcomes, assuring access, and enhancing patient satisfaction have become leading issues. In addition, services increasingly are provided within the context of multi-disciplinary teams and complex organizational and financial arrangements. Fiscal and other resource constraints abound. Meeting these challenges within healthcare settings requires leadership and managerial skills in addition to clinical expertise.

This course provides a learning laboratory experience for students who will explore a variety of settings in which to apply concepts learned in Managing Health Services Organizations. Students are assigned to groups of 5-6 students for the duration of the course to address the problems in groups. Through the use of case studies, videos and small group discussion, students will explore such topics as:
  • Leadership
  • Systems thinking
  • Organizational design, stakeholders and governance
  • Quality assurance tools
  • Communication, cooperation and collaboration
  • Budgeting and financial management
  • Measuring and monitoring organizational performance
  • Balanced scorecards

Course Objectives

Upon completion of this course, students are able to:
  1. Work in teams to tackle problems faced by managers of health services organizations
  2. Apply an understanding of environmental and organizational factors in managerial decision-making
  3. Use communication and collaboration skills in addressing problems of complex systems
  4. Use quality assurance tools such as flow charts
  5. Develop a budget based on information regarding business or service volume, staffing levels, salary rates, and supply usage and costs
  6. Develop the metrics needed to populate a balanced scorecard to monitor the performance of health services organizations


Topic Readings
Session 1Leadership & Management: Nominal Group Technique Michael Brassard and Diane Ritter.  Nominal Group Technique.  The Memory Jogger II: A Pocket Guide of Tools for Continuous Improvement and Effective Planning.  (First Edition)  Methuen, MA: Goal/QPC, 1994.
Session 2Organizational Foundation & the Environment: SWOT Analysis of an Organization in Transition Atkinson S, Haran D.  Back to basics: Does decentralization improve health system performance?  Evidence from Ceara in north-east Brazil.  Bull WHO 2004; 82: 822-827. Bossert T.  Analyzing the Decentralization of Health Systems in Developing Countries: Decision Space, Innovation and Performance.  Soc Sci Med 1998; 46(10): 1513-1527. Bossert TJ, Beauvais JC.  Decentralization of health systems in Ghana, Zambia, Uganda and the Philippines: a comparative analysis of decision space.  Health Policy Plan 2002; 17(1): 14-31.
Session 5Improving a Key Work Process Michael Brassard and Diane Ritter.  Flow Charts.  The Memory Jogger II: A Pocket Guide of Tools for Continuous Improvement and Effective Planning.  (First Edition)  Methuen, MA: Goal/QPC, 1994.
Session 7Balanced Scorecard - Organizational Performance Results Peters, D.H., Noor, A.A., Singh, L.P., Kakar, F.K., Hansen, P.M., Burnham G. A Balanced Scorecard for Health Services in Afghanistan. Bulletin of the World Health Organization 2007, 85: 146-151.

Course Curriculum

    • Leadership & Management: Nominal Group Technique 03:00:00
    • Organizational Foundation & the Environment: SWOT Analysis of an Organization in Transition 03:00:00
    • Leadership & Management: Common Currency 01:20:00
    • Developing a Budget 01:10:00
    • Improving a Key Work Process 03:00:00
    • Leadership & Management: Friday Night in the ER 01:20:00
    • Balanced Scorecard – Organizational Performance Results 02:00:00
    • Leadership & Management: The Abilene Paradox 01:00:00
    • Approaches to Managing Health Services Organizations 2 weeks

About the instructor

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