Healthcare system quality indicators: the complexity perspective

Abstract

Organisations face significant challenges in terms of recognising a concept of complexity in their business and work strategies. This paper investigated the Complexity Leadership Theory (CLT) in relation to the effectiveness of healthcare services. For this purpose, we performed a survey on leadership, as an important quality dimension, and we examined the differences in effectiveness of healthcare services based on different levels of leadership functions. The organisational performance was measured using health care quality indicators. The purpose of the paper was to explore whether effectiveness is shaped by complexity thinking. It has been found that there are differences in several quality indicators regarding different levels of leadership functions. The obtained results may help healthcare leaders and decision makers to cope with challenges in their work and improve effectiveness of healthcare services.