Home/ New SaaS Software/ Luma Health/ Reviews
Updated on: February 12, 2025
Get connected to patients seamlessly
85.5%
13%
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1.5%
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Automated Appointment Reminders, Improved Patient Communication, User-Friendly Interface, Reduced No-Show Rates
Occasional System Glitches, Limited Form Functionality, Difficulties with Older Patients, Inconsistent EMR Integration
Luma Health is generally well-regarded for its ease of use, particularly for patient communication and appointment scheduling. Users appreciate the ability to send secure messages, reminders, and forms digitally, which reduces phone calls and improves efficiency. While some users find the platform a bit glitchy or experience occasional delays in data updates, the overall consensus is positive. Luma's customer service is consistently praised for its responsiveness and helpfulness. The platform has helped many healthcare practices improve patient engagement, reduce no-show rates, and streamline administrative tasks.
AI-Generated from the text of User Reviews
Being able to text and not have to call makes my job so much easier
Not everyone shows up on the schedule who are really on my schedule I have to search them to find them no big deal tho
The connection with the patients a lot would wether text and not being call
I absolutely love the ease and quickness of sending secure messages to our patients with referral/appointment information. You can include every detail for them without having to play phone tag. and I can move onto the next task but still have a conversation with the patient if necessary.
The only downside I have found with Luma Health isnt' at all the program itself. Its only the patients who do not know how to use it. This usually is our older generation. But for the most part I've found it to be very helpful despite those few. Also, I do wish the secure messages stayed active a little longer than seven days.
The problem that LH is helping me with is the ease of reaching the patient. Sending all the pertinent information to the patient without having to make 2-3 phone calls or leave voicemail messages with word limits.
I like how easy it is to use and how helpful it is for me to communicate with my pt.s and to be very direct but also detailed if I need to. This is a great system!
I have nothing that I dislike about the program this far. I have no complaints at the time, but I am sure if I did, I could reach out, and they take advice well.
They are solving making it complicated for pt. and providers to communicate and for those unable to use vocal resources, and it has also helped our community. It is great !
THE PAPERWORK FILLING OUT IS good and the times reminders.
nothing that i can think of at this moment to be honest.
SCHEDULING PATIENTS .
After over a year of discovery and vetting multiple vendors, Luma was an immediate stand out as being the most comprehensive solution for our needs. We knew the initial push had to be engaging patients through a seamless communication tool to introduce web and mobile experiences that would build the foundation for future digital endeavors. We were looking for a platform that eliminated the need for disparate processes and technology that would help minimize maintenance and financial commitments, and Luma has delivered that. The customization options allow for quick and seamless updates that we have control over, and when we've needed support from Luma, their team has always been very timely with their responses. Luma is the best well-rounded solution out there, that provides results both for the patient and for the organization.
We have struggled with the forms build and discrete field mapping into our EMR, Cerner. Understanding we would battle with Cerner accepting the push of data, it has been unfortunate to continue to see delays in such a powerful tool that would bring our teams so much efficiency. The output of the forms is also something we have been focusing on to hopefully get to a position where we can print them if needed for our providers and it wouldn't be 28 pages. Excited to hear their new partnership with DocuSign, though, which should help!
The biggest improvement we have seen has been the success and adoption of online scheduling. Self-scheduling for specialty care like Orthopedics has always seemed like a daunting and impossible task, especially with the minimal utilization by patients for acute care through patient portals. Fluidity and ownership of the build allowed us to create a seamless experience for patients while also incorporating the logic needed to drive patients to the right provider team based on the needs of their care. We have enhanced our availability through team scheduling workflows to leverage our APP models and get patients in faster. Allowing our patients to be able to view provider schedules after hours, 24/7 has given us the edge we were looking to accomplish in order to maximize our NP acquisition for patients seeking digital options for care. It’s no longer a mad dash for patients first thing Monday morning to try and get through high-traffic call days when they can now send a quick text or flow through our scheduling forms to get the appointments they need. We went live at the beginning of April and just surpassed 2,500 appointments successfully scheduled online. Also, one of the things we were struggling with was high no-show rates. We were faced with limited flexibility through our appointment reminder system forced an undesired loss of revenue that was easily improved by the functionality through Luma. We have seen almost a 40% decrease in no-show rates month over month, which has stabilized provider productivity and continuity of care.
I like how easy and straight-forward the platform is. This has made staff training incredibly easy, even for those late adopters. The secure texting feature has improved patient communication and increased patient satisfaction.
There is no easy way to send patients multiple forms in one link, they are all separate. This proves to be challenging when sending forms to new patients as they have so many 'links' to complete.
Luma is helping fill our schedules and increase volumes via the waitlist feature. It is helping our medical secretaries and other admin support staff be more productive and efficient with patient communication as well.
Ease of texting patients and clients to gather necessary information prior to appointments. (Especially insurance cards, medical history, demographics etc) I can also notify them of other insurance issues to help resolve them faster. (Coordination of benefits, prior authorization or other denials)
At times be glitchy without information updating in real-time. Sometimes patients or clients struggle with the technology and how to upload requested information, or the platform they are trying to use isn't formatted for luma messaging.
It helps with insurance, denials, contacting the patients with payment reminders and using their preferred language is a great added feature. Many patients prefer text messaging over the traditional methods.
It makes my day at work run so much more efficiently when patients can reschedule easier through text than through calling our
Luma health does not accept names with apostrophes, which makes it very hard to log into. Other than that i have no other complaints
Luma makes work so much easier rather than calling the patient i canjust shoot them a fast text and make my life easier
Able to chat we our patients and share documents back and forth on a Hippa compliant platform. Able to perform telemedicine on the same platform we use to communicate with the patients and include multiple staff members in the conversation without assigning it to them. Beyond excited for the contactless check-in feature as this is the route we have been discussing.
Unable to use our main phone number as the outgoing number when we text our patients. With so many spam and scam calls and texts, it would be nice that every time we contact patients, our main phone number would be the one that shows up on the receiving end.
Sign up you will not be disappointed
We've had some hiccups through our Luma journey, but all is solved and worked on as we go. We are currently looking into the auto replys. Seeing if removing them or changing the verbiage would help with patient confusion. If a patient responds incorrectly, they receive different responses like Sorry, you cannot reply to this message. If you have questions, please call +1 928-660-6945
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The Luma Health product offers automated functions that enable streamlined and improved patient engagement with limited human involvement. The core functionality is practical and operates seamlessly within the healthcare ecosystem, facilitating increased system performance and reduced FTE workload, enabling the workforce to focus on higher-level functions. Furthermore, Luma has ample room for flexibility and adaptation to specific system use cases, furthering performance and reducing workforce redundancy. My favorite part about Luma is working with their team, who are brilliant, compassionate and innovative. Luma has helped our system quickly solve many complex problems, and I look forward to our future together.
There is little to not like about Luma. Luma is a complex IT solution that requires familiarity with products and Epic to operate successfully. Luma works 99% of the time, with most issues (9/10 times) often occurring due to inaccurate or incomplete data at the system level, not the product level. Yes, Luma will encounter issues. However, their support team is world-class and a pleasure to work with. They will stop at nothing to serve their customers.
Luma automates much of our patient engagement tasks, enabling us to communicate, schedule and help our patients remain connected to their care. Luma has unlocked untold potential across our system and continues expanding our system's connection ability. With Luma, we've implemented automated solutions to:
- Schedule covid-19 first-dose vaccines resulting in ~13% of the total scheduled vaccine volume in 2021
- Created open-source self-scheduling tools for assocaite PCR tests during the 2022 Omicron surge, which strained traditional scheduling pathways
- Created product enhancements such as an Epic-embedded patient communication sidebar which allow Epic users to view communications
- Created patient demographic flags which prompt Epic users to update incorrect contact information
- Upgrade the automated referral process to include self-scheduling tools to enable new patient scheduling from SMS
- Much more