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Deakin University

Patient Journey and System Design

Deakin University via FutureLearn Program


Explore the journey of patients within the healthcare system and investigate operational management problems. Think systemically and apply concepts of change management, organisational culture, organisational performance and system redesign concepts to plan improvements.

What you’ll learn

In this stackable short course (microcredential), you’ll:

  • apply theories of capacity planning, scheduling, queueing and process design to delays in healthcare.
  • critically analyse the causes of operational delays in healthcare contexts.
  • use appropriate frameworks and tools to explore delays in real world emergency, inpatient and outpatient healthcare within the broader health system contexts.
  • evaluate and present solutions to improve patient experience by adopting an appropriate system-wide perspective.

How you’re assessed

Your assessment consists of a two-part report where you’ll first; critically analyse a relevant scenario outlining the healthcare operation issues involved; Secondly, apply the frameworks, tools and strategies to address the problems you identified.

Co-designed with industry

This industry-led stackable short course is co-designed with health organisations including Kimberley Aboriginal Medical Services, Portland District Health and healthAbility and health management expert John Rasa Together, we’ve designed a course where you’ll gain skills that you can apply immediately in your workplace.

Stackable or standalone

This microcredential can be completed to receive a standalone credential or stacked together with related stackable microcredentials to build towards a full postgraduate Deakin degree later.


Courses under this program:
Course 1: Patient journey and system design
-Apply systems thinking to improve organisational performance and patient experience.

Taught by

Rifandi Gultom

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