Professor Russell Craig russell.craig@durham.ac.uk
Academic Visitor
Bureaucracy and the balanced scorecard in health care settings
Craig, R.; Oliveira, H.; Rodrigues, L.L.
Authors
H. Oliveira
L.L. Rodrigues
Abstract
Purpose: We explore the relationship between the balanced scorecard (BSC) and neo-bureaucracy by investigating whether the operationalization of the BSC incorporates “neo-bureaucratic” ideas and whether the BSC implemented in a Portuguese Local Health Unit (LHU) demonstrates a neo-bureaucratic approach. Design/methodology/approach: We conduct semi-structured interviews with LHU staff and analyse documents to assess whether features of bureaucratic organization were evident in the use of a BSC by the LHU. Findings: We found nine bureaucratic features evident in the LHU's BSC. These were systematization, rationality, authority, jurisdiction, professional qualification, knowledge, discipline, transparency and accountability. The BSC used at the LHU demonstrated a neo-bureaucratic approach. Originality/value: Our study helps to demystify bureaucracy and overcome prevailing prejudices regarding some of its principles. Health care managers should recognize and endorse neo-bureaucratic principles in developing a BSC. They should recognize the BSC as involving a neo-bureaucratic approach. The BSC is a valuable management tool that hospital managers should find useful in fostering flexibility, collaboration, innovation and adaptation – all of which should help lead to improved healthcare outcomes.
Citation
Craig, R., Oliveira, H., & Rodrigues, L. (2020). Bureaucracy and the balanced scorecard in health care settings. International Journal of Health Care Quality Assurance, 33(3), 247-259. https://doi.org/10.1108/ijhcqa-07-2019-0121
Journal Article Type | Article |
---|---|
Acceptance Date | Feb 18, 2020 |
Online Publication Date | Apr 6, 2020 |
Publication Date | 2020 |
Deposit Date | Feb 20, 2020 |
Publicly Available Date | Apr 22, 2020 |
Journal | International Journal of Health Care Quality Assurance |
Print ISSN | 0952-6862 |
Publisher | Emerald |
Peer Reviewed | Peer Reviewed |
Volume | 33 |
Issue | 3 |
Pages | 247-259 |
DOI | https://doi.org/10.1108/ijhcqa-07-2019-0121 |
Public URL | https://durham-repository.worktribe.com/output/1276702 |
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http://creativecommons.org/licenses/by-nc/4.0/
Copyright Statement
This article is made available under a Creative Commons Attribution Non-commercial International Licence 4.0 (CC BY-NC 4.0) and any reuse must be in accordance with the terms outlined by the licence.
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