Community Consultation Project

Two teams of students within Cohort 26 of the Masters of Health Administration Program at Roberts Wesleyan consulted with Liberty Resources Behavioral Health Clinic, in Rochester, NY, to assist with improving their open-access scheduling model.

Liberty struggled to move patients through their clinic and consistently experienced a high no-show rate for returning patients and significant wait times for new walk-in patients. The students of MHA 26 partnered with Liberty in order to help them work towards the development of a dynamic scheduling model to maximize patient capacity, whereby patients can be seen on a walk-in basis when in crisis, while, at the same time, leveraging efficient scheduling practices to establish appointments for both new and returning patients as needed.

Liberty Resources Behavioral Health Clinic MHA Consultants Team 1

Team #1

After spending twelve weeks embedded within Liberty's Rochester clinic, a comprehensive consulting report was submitted to the clinic's leadership team. The team provided substantial and salient business recommendations to increase volume, reduce redundancies, and position the clinic for long-term success.

By focusing on three key drivers (social, economic, and technology) and specific actionable items that would allow the clinic to redefine staff roles and improve clinic workflow, the team offered tangible short-term and long-term initiatives that could re-align Liberty's Rochester Clinic with the organization's Mission, Vision, and Values, as it effectively reduced the no-show rate, lowered wait times, and increased patient volume (and therefore revenue).

Team Members: Destiney Fraguada, Michael Furness, Shayne Hawkins, & Rachel King

Team #2

This team's strategic plan established the connection between high employee engagement and retention in the front-end with a successful and profitable new client intake procedure.

By offering both short-term and long-term strategic initiatives, the team illustrated how Liberty could position itself to provide accessible, high-quality care while growing its patient base. Through the use of process improvement techniques, such as lean six sigma, flowcharts, process maps, and fishbone diagrams, the team was able to illustrate via the dashboard and metric tracking samples how Liberty could increase patient volumes and increase revenue, while effectively leveraging a no-show predictor formula.

Team Members: Tiara Holiday, Christine MacDonald, Mary McDonald, & Deanna Weber

Liberty Resources Behavioral Health Clinic MHA Consultants Team 2

"Working with everyone was a reminder to how wonderful of an institution Roberts is! At our supervisors' meeting, we could not stop talking about the wonderful ideas that were presented by both teams. The ideas and energy resonated, and speaks volumes to the time and energy that was dedicated to this project."
- Maria Torres, Clinic Office Manager, Liberty Resources Behavioral Health Clinic