Certificate in Client and Patient Services Analysis, Design and Innovation

Digital strategies used to support organizational transformation to meet client needs follow various paths. Some are smaller in scope to address day-to-day inefficiencies or inconveniences, while others are broader in scope and help an organization re-envision its role in a changing marketplace by leveraging advanced technologies and new opportunities.

This certificate first looks at the need of clients to address their care journey, with each client encounter leading to opportunities to share information and improve adherence, while at the same time supporting improved health outcomes. Each service encounter, supported with innovative digital services and focused value propositions, needs to be explored for the capability of the client ecosystem to share and use care related information, the capability of the health system to fulfill the value quickly using a mix of resources from multiple actors, and the capability of the client to provide feedback to assess perceived value-in-use to improve care, all supported with the design of a digital platform. This certificate will discuss the steps used in support of designing innovative care delivery models.

Professor Mohan R Tanniru, PhD
Professor, Division of Public Health Practice and Translational Research, Mel and Enid Zuckerman College of Public Health, University of Arizona
Senior Investigator, Henry Ford Health System, Detroit, Michigan
Emeritus Professor of MIS at Oakland University, Michigan

Dr Mohan Tanniru is the Professor in the Division of Public Health Practice and Translational Research in the Mel and Enid Zuckerman College of Public Health, University of Arizona, Tucson/Phoenix and a Senior Investigator in the Global Health Initiative at Henry Ford Health System in Detroit, Michigan. He is also an Emeritus Professor of Management Information Systems (MIS) of Oakland University. Dr Tanniru was the former Dean of the School of Business and the founding director of Applied Technology of Business Programme at Oakland University, and the Department Head of MIS at University of Arizona. His research covers areas like knowledge/decision support, IT strategy and systems and service modeling and more recently in digital health and healthcare leadership and management.

Dr Tanniru has published over 90 research articles and his work has appeared in journals such as ISR, MIS Quarterly, Decision Sciences, DSS, JMIS, IEEE Transactions in Engineering Management, Expert Systems and Applications, Information and Management, CACM, as well as Health Policy and Technology, Journal of Patient Satisfaction, Journal of Healthcare Management and Journal of Healthcare Administration. He worked with several hospitals like Beaumont Health Systems, Ascension/Providence, Henry Ford Health System and St Joseph Mercy Health System/Trinity all in Michigan, and many major business organizations such as GM, Chrysler, Ford, Compuware, HP/EDS, Honeywell, Intel, SAP and Raytheon among others.

The HKMA Institute of Healthcare Management (HCM) was established in 2017 to offer world-class healthcare management programmes and to serve as a learned platform for healthcare professional development with a view to making significant contribution to advancing management excellence in the healthcare sector in Hong Kong and the Region. Through education and training, HCM nurtures human capital in the healthcare sector. HCM also provides a network for renowned scholars and experts to interact with the healthcare professionals and practitioners, as well as our fellows and members. In the process, best practices, state of the art knowledge and innovative ideas relevant to healthcare management sector are generated and promoted.