Luma Health

Kommentare: With Luma, we've seen an increase in appointment attendance and a decrease in last minute no-shows/cancellations. We have additionally seen a spike in positive reviews/recommendations on our social media platform. Overall, Luma has been a huge asset to our practice- their customer service is top notch and we're very happy with them!

Vorteile: Optional appointment waitlist feature
Customizable appointment Reminder
Local number (for reminders)
Positive feedback from patients feeds to social media and other web outlets (customizable)
Negative feedback from patients provides the opportunity to submit an anonymous response to a customized set of questions, so we can better serve our patients
Seamless connectivity with our EHR system (NextGen)

Nachteile: We have one type of appointment (infusion) 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. I have spoken with other reminder systems similar to Luma to see if this is just a Luma issue, and it seems that it’s an across-the-board issue. I'm confident that if Luma was capable of changing this for us, they would.

Kommentare: My overall experience with Luma Health has been wonderful. Luma has drastically decreased our no show rate. Reminders have been awesome in getting everyone confirmed and prepared for their appointments. The appointments that do get cancelled either in ample time or last minute Luma's waitlist feature is a lifesaver. Our provider's schedules are always full and patients are extremely happy because they get to be seen sooner. Luma has done wonders to help bridge happy patients with our Google and social media pages to share their experiences with us online. Patients leave meaningful honest reviews about visiting us that we truly appreciate. We love our patients and we're so happy to hear stories of why they continue to come back to our practice again and again.

Vorteile: Its hard to pick one thing! Luma covers all the bases on patient engagement, HIPAA compliant texting, custom reminders, recall messages, feedback/social media reviews, online scheduling, you name it! Our patients love their appointment reminders from Luma and so do our doctors. We can customize when and how often they go out and can change the script per appointment type so patients who are coming in for certain procedures can be given separate instructions to prepare for their appointment. Luma Health have been rockstars in improving their new online scheduling platform. Its fantastic. Patients are able to enter in all pertinent info for their desired appointment including reason for visit, insurance information, changes in phone number/address, etc and are only shown times which match their appointment criteria. My personal favorite thing about Luma is there willingness and desire to grow and adapt their product based off of their customers needs. We have been with Luma for 2 years now and I can't tell you how many things have been added to their platform based off of customer feedback. You ask for a change or make a suggestion and it basically comes out in the Product Updates the next month. Bravo for actually listening to your clientele and making actionable changes based off of feedback. That is so rare when working with EHR systems and other medical software.

Nachteile: Luma's customer service is absolutely top notch, to be clear I have ZERO complaints about that. But it's hard that the main way to get a hold of Luma for support is by email/ticketing. We are located on the east coast and because of the time difference sometimes the answers to my questions come after I leave for the day and I don't get to address them until the next morning.

Kommentare: We no longer have to make reminder calls! The reminder messages go out consistently, and it isn't a big deal to take someone off the list of receiving messages. Sometimes I have to search for someone by phone number, and LUMA lets me do that - our EMR does not.

Vorteile: I love that Luma gives us the opportunity to customize the messages that go out to our patients. We have used other software that didn't and this capability is huge for us. Luma sends a patient satisfaction question also, which feeds into an NPS score. Their reports give us good information. We can also send PHI secure text messages to specific patients, as needed. Luma has features that we haven't fully utilized, but the ones we use are so helpful. As far as support, the support team is very quick to respond and help resolve any problems!

Nachteile: Sometimes I just need to talk to a human, but the main communication is through email. There are times when a phone call provides greater clarity.

Kommentare: From the beginning of implementation to present day, I can't say enough great things about what this software can do for your practice.

Vorteile: I like almost every feature the software has to offer. It makes daily life at our busy dermatology front desk so much more efficient and easier from referrals, to our waitlist. The patient reminder calls we absolutely can't live without. You get to choose how often you would like your patients to receive that reminder call.

Nachteile: There isn't anything that I can think of that I do not like about the software.

Kommentare: Overall great. Quick responses from support.

Vorteile: Text reminders, broadcast, feedback, being able to communicate with patients via text.

Nachteile: Sometimes the broadcast are difficult to send.