• 3. Levels and Skills of Managers

    • Levels of Management in Healthcare

      Managers in healthcare organisations operate at different levels, each with distinct roles, responsibilities, and required skillsets. These levels form a hierarchy, ensuring that strategic goals are translated into actionable plans and delivered effectively at the ground level.

      Level of Management

      Role

      Examples in Healthcare

      Top-Level Management

      Provides overall strategic direction, formulates policies, and makes decisions that affect the entire organisation. Responsible for long-term planning and external relationships.

      Chief Executive Officer (CEO), Hospital Director, Medical Superintendent

      Middle-Level Management

      Acts as a bridge between top-level and front-line management. Implements strategies, manages departments, and ensures coordination between units.

      Head of Surgery Department, Nursing Manager, Clinic Administrator

      First-Line (Supervisory) Management

      Directly supervises non-managerial staff and handles daily operations. Focuses on task assignment, team management, and quality control at the operational level.

      Ward Supervisor, Shift Leader, Senior Radiographer

      Example Scenario – COVID-19 Response:

      • Top-level management develops a hospital-wide pandemic preparedness policy and allocates funding.
      • Middle-level managers coordinate between departments, ensure availability of PPE, and adjust staffing rosters.
      • First-line supervisors make sure that nurses follow safety protocols during each shift and handle immediate issues on the ground.

      Key Managerial Skills (Katz, 1974)

      Robert Katz (1974) identified three essential managerial skills that vary in importance depending on the level of management. All managers need a mix of these skills, but the emphasis differs by role.

      Level of Management

      Role

      Examples in Healthcare

       

      Technical Skills

      The ability to use specific knowledge, tools, techniques, and procedures in a specialised field.

      First-Line Managers

      A ward supervisor must understand patient care procedures, EHR systems, and how to use medical equipment like IV pumps.

      Human (Interpersonal) Skills

      The ability to work with, communicate, and motivate individuals or teams. Builds trust, collaboration, and leadership.

      All Levels

      A clinic manager must resolve conflicts between staff, support emotional well-being, and communicate clearly with patients and doctors.

      Conceptual Skills

      The ability to think critically, understand complex situations, and see how parts relate to the whole. Involves strategic thinking and problem-solving.

      Top-Level Managers

      A hospital director evaluating whether to invest in telemedicine must understand market trends, financial implications, and long-term impact on patient care.

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      Levels and Skills of Managers: Understanding Key Managerial Skills