Although the COVID pandemic has challenged the resilience of health services in general, this impact has been most visible in intensive care units (ICUs). This paper presents an exploratory study of how ICUs in Brazil have coped with the complexity stemming from the pandemic. Five guidelines for coping with complexity were adopted as analytical framework. The guidelines were concerned with slack resources, diversity of perspectives, visibility, work‐as‐done, and unintended consequences. There were three main sources of data: (i) a survey with respondents from 33 ICUs, which indicated their agreement with 23 statements related to the use of the complexity guidelines; (ii) semistructured interviews with seven survey respondents and two public health officials; and (iii) 20 h of observations of the meetings of a municipal bed management committee. Seventy resilience practices were identified from these data sources. Most of these practices (n = 30) were related to the guideline on slack resources, which were commonly obtained from other hospital units. As for the survey data, the statement related to the availability of extra or standby human resources obtained the lowest score, reinforcing the key role of slack resources. Five lessons learned for coping with complexity in ICUs were drawn from our data; one lesson for each guideline. Furthermore, the survey questionnaire is a potential ICU assessment tool, which can be adapted to other health services.

Pull production systems (PPS) are key elements of lean production, encompassing a number of attributes that have been presented by various studies. However, no earlier work has jointly considered all of those attributes. This study presents a holistic method for the assessment of PPS, which was developed based on a systematic literature review and interviews with 13 experts. The method allows for the assessment of 23 attributes of PPS, divided into three groups: design, stability, and control. Sources of evidence for applying the method involve interviews, observations, and analysis of documents. This study reports the use of the method in companies from three sectors: manufacturing, healthcare, and construction. Results pointed out the method’s contribution for understanding the context-dependent nature of PPS and implementation trade-offs. Occasional violation of pull principles might be legitimate and not necessarily detrimental to performance.