DECATUR, Ill. – Three teams of Millikin University MBA students used their consulting and problem-solving skills to research and recommend solutions for Decatur’s Heritage Behavioral Health Center, which provides comprehensive community-based services in mental health, substance use, and primary care.
The groups of graduate students investigated nursing billable hours, provider productivity, and the check-in/check-out process for Heritage during the Spring 2025 semester and presented their findings to Heritage leadership, including President and CEO Mary Garrison, a former Professor of Social Work at Millikin.
“Everyone was a professional and easy to work with. I appreciate that, and they were all amazing. We cannot thank you enough,” Garrison said. “I’m an Emeritus Professor (from Millikin), and what a wonderful opportunity for us to partner with you. This will make a difference for access to care for those that we serve, to be sure that we can continue to work for them.”
The productivity of providers was another issue examined by the students. The group discussed how many patients primary care, psychologists, and advanced practice nurses saw on average, as well as the break-even point to be profitable. They also provided recommendations for scheduling options to enhance efficiency.
Another issue investigated by the graduate students focused on the check-in/check-out process of the client's personal items at Heritage. In their research, the group toured the facility and analyzed the procedure for patient admissions at Heritage. After interviewing nurses and staff, they developed a check-in/check-out process flow chart and provided recommendations for process improvement.
Nursing productivity was the third issue examined by the group. The team worked to establish a realistic weekly target for billable activities performed by their nursing staff. In hopes of improving missed billing hours for nurses, the team will recommend a practical productivity target designed to enhance both the efficiency and effectiveness of nursing services at Heritage.
