Luma Health Erfahrungen

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.

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.

I like all the functions and features that Luma Health has to offer!! It's incredibly user friendly, for both regular users & administrators!! A++ Luma Health!!

Luma has been a great partner in solving a great deal of challenges we faced as practice however overtime it seems like they started divert their attention towards different goals with high internal turnout resulted in a negative customer experience.

The constant changes of my account representatives really made it difficult to build relationships. Overtime Luma's account representatives stopped contacting the practice and as result we had to figure out solutions on our own. Additionally, they changed their payment terms to where if we didn't pay them upfront then they would drop us as a customer.

Luma has the best customer support. They listen to their clients' needs and work to find a solution that meets them. I also love how intuitive the software is. Most end users can navigate the site with little training.

here 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.

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.

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.

The texting platform for patient/client contact is excellent

Clients/patients have consistently given feedback that appointment reminders are far too frequent even with customization we've attempted

It's a user friendly and intuitive healthcare platform ever
It is a responsive and knowledgeable team

The speed of the website was somehow slow at my first time visiting on it

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.

Our medical practice was having difficulties contacting our patients and getting back responses of confirmed patient appointments. I reached out to Luma as I have heard great things about their capabilities from other practices who use the texting service for appointment reminders. We strive to have excellent patient care and communication so once I connected with Luma representative, they really took the time to fully understand how our scheduling system works and what needs we have that may differ from others. I was very impressed with their responsiveness to any minor issues or concerns that arose and the ability to track everything and receive back patient reviews was just what our company was looking for.

Integration was not difficult but as expected, there were times in which we had to made adjustments and the Luma representatives were always available to help.

It is difficult to say what I like most because there are numerous highlights that I would love to give credit. First, the ROI is solid. I have more than made back the cost of the program in filled slots. I have also had great success in converting inbound referrals to scheduled appointments. My online reputation management is more robust. The reporting details provided by Luma are above my expectation and one of the most valuable tools I rely on each month. Luma continues to add new features all the time. I am truly blown away by all this solution offers that I couldn't imagine why any practice deciding not to jump on board.

Nothing. Amazing staff, product, solutions. Can't say enough great things about Luma Health.

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!

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.

LUMA has built a variety of features that can be utilized in our EMR system, and they are steadily building their portfolio. Unlike other companies, they are very responsive and intuitive with ideas that perhaps they can build upon. For example, we use to have one company who provided new patient packets for patients to fill out and access, and then another company to process them. Now LUMA has taken that and within the same product, the patient can now get a reminder, fill out the form, and easily transcribe it into our EMR system.

Rarely, but some ideas do not go as planned or need to be reconstructed. The insurance verification side of the software is a great idea, but needs to accommodate for patients who have more the one insurance. Also would like to see this expanded to include rx cards as well.

• Features such as virtual check ins, online forms and direct patient communication without phone delay truly are convenient for someone who deals with scheduling a lot.
• The way Luma keeps track of everything from patient conversation history, logs of the user and even patient profile preferences help make our jobs easier.
• Ever since the pandemic, waiting rooms were a challenge. But with the use of Luma, we were able to implement virtual waiting rooms such as patients waiting in their cars and sending us a message that they have arrived waiting for us to call them in - instead of them physically waiting in the facility.

Aside from the usual system lag (may it have been the software or poor connection) I would overall say Luma covers mostly everything a medical practice would need in terms of patient engagement.

I love the forward thinking and quick release of new features that actually work as they as should. Luma looks at the healthcare industry, the populations served and finds solutions to improve the quality of service to provide a better patient experience. Their support staff are very knowledgeable and are able to take care of any issues that might occur.

I haven't found anything that I don't like and that is something I can rarely if ever say about any company and its programs.

its easy to learn and use and teach to other employees. I like that we can chat by text with our patients. alot of patients don't listen to the voicemail messages , Luma offeers detail text reminders for everything I can think of- Love this feature .

that it has yet to be able to collect patient co-pays and balances and apply to the patients individual account.