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!

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)

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.

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.

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.

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.

We went to Luma health to get an option that offer our patients the ability to book online. They confirmed their software integrates perfectly with our EMR. After signing up and paying the mandatory one year fee of [SENSITIVE CONTENT HIDDEN]and implementation fee of [SENSITIVE CONTENT HIDDEN] and 3 month into a long process we were told that their system would only schedule cancelled appointments. This was unacceptable and rendered the online booking useless. For example if provider A has a full schedule an Provider B has an empty schedule only patients who cancel from provider A schedule will have their slots visible to others to book.

What I liked about the product was wiped away with the team hiding major flaws with integration.

The fact that the team hid from us the lack of integration with our EMR until very late in the process.

Before we started with LumaHealth we would receive 1-2 reviews on GMB a month (maybe even every two months). Many of these reviews were from patients who had a particularly bad experience with us so we were never able to accurately hear from those who were satisfied. Within the first full month of starting with LumaHealth we received 99 reviews on a total of six GMB location pages for our medical practice. We also were able to start a waitlist for our patients. We currently have 73 patients utilizing the waitlist functionality. Through the waitlist we were able to fill 33% of cancelled appointments. We also just began introducing our referral physicians to our referral website and have a 38% referral conversion rate. Something that can't be calculated is the time saved by allowing LH to run in the background requesting reviews, confirming appointments or filling appointments for us. We also have the two way chat which allows our staff to handle situations with our patients however they're most comfortable. This allows us to keep our patients happy communicating to them where they are!

Our office has appreciated being a part of test group for two way texting. We also love that it integrates with our EMR so it can automatically send messages to patients after they leave their appointments asking them to rate us. Then request them to publish their reviews publicly on GMB. This has been great for our business and increased the sheer number of positive reviews on our GMB sites ten-fold.

I would love to see LH publish the reviews not just on GMB pages but also on doctors Vitals, Healthgrades, WebMD, etc accounts. I believe there are many physicians who are working to maintain good reviews on a multitude of sites and this would just help by achieving all of that for them.

Working with Luma has been a very pleasant experience overall. From working with their [SENSITIVE CONTENT HIDDEN] on the granular details of our contract to customizing messages with our Customer Success Manager, the Luma folks have been responsive, friendly, and extremely knowledgable.

Luma Health's appointment reminder and broadcast messaging features are a cut above the rest. Allowing customers to tailor their message content, timing, and management makes it an ideal platform for organizations who really want to fine-tune their patient communication. Luma's patient engagement communications can be as complex or as simple as you wish, but the ease of use and their customer support is top notch regardless of how deep you dive.

A more in-depth workflow analysis during implementation would have been helpful, but the small hiccup we ran into was easily resolved. As of March 6, 2021, the filters applied and locked in the Reporting section do not "stick", so that is a bit annoying.