CHAPTER 2

Managing for Stakeholders

Healthcare is fundamentally about the delivery and financing of a highly customized, very complex service. The complexity creates an environment where important decisions can require input from a variety of experts. While some managers receive formal business training, others are drawn from the pool of healthcare providers, such as doctors, nurses, and pharmacists. Although these business managers have expertise in financial management and process improvement techniques, they are cautious about encroaching on any aspect of care that might impact clinical autonomy and patient outcomes. On the other hand, clinical managers understand the physiological aspects of care delivery processes, but often feel somewhat ...

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