Luma Health Reviews

The customer service and willingness to listen to requests and suggestions for product improvement or new programming and actually working on the request.

The occasional glitch after updates. When an update is done we have experienced issues of appointments being cancelled when they shouldn't be and appointment reminders sent with incorrect date and time of appointment.

I would highly recommend this system. It increases staff efficiency & productivity through its unique features and programs. Patients and staff love the product. We make use of almost every feature available and have made requests for additional programming for our practice. The customer service excels and they are willing to listen and actively work with the engineering department to make our requests a reality. Their communication .with us is always prompt.

The ability to contact our patients almost immediately with any type of messaging - particularly when we experience last minute provider outages. Luma has provided patient instructions for procedures / testing.

Their customer service has been amazing. Anytime we have an issue or a new idea, they take the time to discuss the initiative and direct us to better outcomes. They also help to facilitate new ideas in the coming quarters. Their response time is fantastic. They are willing to help set up and show us even the most daunting tasks if we ask them to.

Some new launches still need a little work but they are open to the criticism if needed. The insurance card feature is a work in process but helps to provide feedback to the office. As well, some ideas I have given them are slated for a much longer road map when I think they could integrate sooner for better results.

This product has helped with our overhead as many of the tasks that we have running through LUMA are automated. It is easy to set it and forget as LUMA will take care of the rest.

We utilize LUMA for all our patient communication, from reminders and appointment confirmations, to customized actions for specific visit types. We are able to put clickable links in the automated texts and emails we send out, as well as insurance updates and new patient reminders. We are also able to direct message a patient through text which helps to communicate with the patient when we can not get ahold of them by phone or email.

We like the appointment confirmations as well as the feedback portion,

The reporting module could use a little work. Would like to see automated reports so they are emailed on a schedule.

Luma's support and guidance through the transition was pivotal and they continue to recommend a better way for us to utilize the system to improve performance.

We have decreased our no show rate to less than 1% and increased our online reviews 500% which in turn has increased our revenue.

We have been using LumaHealth for about a year. We were using another confirmation company before, but it never really worked properly. So we cancelled that plan and our staff started calling each and every patient to remind them of their appointment. LumaHealth found us during that time and we were impressed with the demonstration. We have a fairly young demographic, mostly 20's to 40's and we have been noticing with that many of our patients do not answer their phones, return calls or often times their voicemail is not setup or is full. But they receive and read their texts. Because of this, we recently reached out to LumaHealth to ask how we can send an individual text and they walked us through the process. This has worked really well when a provider had a schedule change and we needed to move appointments. Patients are more likely to receive and respond to a text than a phone call. We currently call patients when they “no show” for an appointment. We will be changing our protocol here shortly on that as well. Luma Health walked me through the steps to send out a broadcast message to all patients that did not show for the day. While we will have to check the box for each patient one by one, it will still save our staff time because they will not have to call each one.

LumaHealth has been very helpful and super friendly this whole time. Some companies are only great when you are in the process of deciding and when you first sign up, but LumaHealth has not changed in the year that we have been with them. We haven’t had a lot of questions, but they still check in with us from time to time to make sure everything is still okay.

If only Luma Health was set up to send out a "no show" text automatically. That would be fantastic, but otherwise, I have no complaints.

You won't regret it.

The time savings for our staff is huge. It frees them up to get other tasks completed. We have found that our parents have come to expect the text reminder, which reduces our “no shows.” We haven’t experienced any issues with LumaHealth not communicating with e-MDs.

A lot of features that Luma provides help our practice to be more efficient including: scheduled text reminders, wait lists offering patients earlier appointments as they become available, and feedback that directs our patients to our social media for a positive review or an anonymous survey for an improvement review.

So far, we've only run into one issue: we have one type of appointment that we don’t want patients to cancel via text message. Even if we phrase the reminder in a way that doesn’t provide the option, some of our patients are tech-savvy and still respond with "No"/"Cancel" and the appointment will cancel due to the way the system is engineered. It seems this is an issue that our practice would experience with other reminder systems as well, so all else considered we still choose to stay with Luma and hope this can be resolved in the future.

Luma has been a great asset to our practice. There are a lot of great features and there are many ways that Luma can be customized to meet the needs of your company. Our representative has always been very responsive to any questions or needs that we've had, and sometimes that's the most important feature of any product; the customer service.

Luma has allowed us to fill appointments more quickly with the wait list feature, and it seems to have reduced last-minute cancellations and no-shows. The scheduled reminders as text messages are beneficial to our practice and our patients.

The auto remind for appointments. The ability to input referrals and have the system contact the potential new patient who can then call at their convenience. We were calling, leaving a message (people don't answer numbers they don't recognize), waiting for them to call back, calling again, etc.

It is not as integrated with eClinicalWorks as I would like, but that is likely a ECW problem, as I'm sure Luma would like to be more so.

Just do it. Once we began using Luma, our phone calls in and out were fewer as so many calls were to confirm or patients calling to cancel or reschedule their appointments. All of this can be done through Luma without involving your staff.

1. Replace 1 FTE

2. Automated reminders of appointments with instructions.

3. Referral management - automated much of this process.

Luma has boosted our Google rating significantly, so much more than we could have done via word of mouth. They fill appointment openings without having to make phone calls to try to reach patients. Support is very fast to respond and address any issues.

It requires constant monitoring and needs some follow up to move appointments that may be scheduled in error.

Our improved Google rating has brought in new patients that may have gone to another practice. Patients appreciate the opportunity to communicate via text and don't have to wait on hold.