Luma Health Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Loyalty, Value
We have been live with Luma Health for years. The system is web based and the most updated version....
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Relationship, Operations
The vendor works tirelessly until we go live. There can sometimes be a lot of start and stop...
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Relationship, Product
As I use it today, the solution offers everything we need to achieve our current goals and outcomes....
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Operations
The vendor supports us in all the go-lives and updates. As far as training and best workflow cases...
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Relationship
We have a dedicated customer support person we meet with regularly on whatever cadence we like. We...
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Relationship
We get a customer support manager who stays with us and meets with us on a regular cadence. I would...
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Loyalty, Value
Our forecasted satisfaction will be high. We continue to implement different products that the...
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Relationship
For the few years that we have been using the system, I can probably count on one hand how many...
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Relationship
The vendor's executive involvement deserves a high score. They definitely deliver on their outcomes....
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Relationship
The quality of online phone and web support deserves a high score. The support team is always super...
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Product
The biggest thing we want is more bidirectional feedback from Luma Health into our EHR, whether that...
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Relationship, Product
I would say as far as stability, reliability, and responsiveness go, the vendor deserves a high...
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Relationship
Luma Health is a great company to work with. They are very responsive.
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Culture, Relationship, Operations
Our client service manager and product builder are fantastic, responsive, and actionable; however,...
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Loyalty, Relationship, Product
Our affiliate has a relationship with another vendor for appointment reminders, and that vendor's...
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Loyalty, Relationship
Overall, I have been very happy with Luma Health's platform. It is very easy to use with the...
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Product
I wish the system's back-end message-template functionality, where we set up the verbiage and insert...
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Product, Value
We have achieved a couple of different outcomes using Luma Health's solution. It is very helpful for...
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Operations
I can connect with Luma Health’s leaders. They are very responsive, and their training is very...
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Relationship
We have had some challenges in the past with timeliness as it relates to Luma Health’s service...
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Product
Integrating Luma Health's system into our Epic environment is seamless for us, and it is easy for us...
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Loyalty, Product
There are probably some opportunities in Luma Health's system to further streamline the product from...
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Operations, Product
Some things are good and others aren't with the implementation. It just depends on the product line...
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Relationship
Luma Health’s support is phenomenal, but our engagement with the people at Luma Health is hit or...
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Product, Value
Luma Health recently did their UI, and it is pretty good. There are certain things their system...
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Loyalty, Relationship
I don't sense as strong a vision from Luma Health as we felt there was a few years ago. Back then,...
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Loyalty, Value
The reduction in no-show rates and the ability to have a reliable way to reach patients other than...
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Culture, Loyalty
I'm excited about what AI can do in this space; I just don't have a high degree of confidence in the...
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Product
Luma Health could have a better audit trail coming from the texting platform so that we can run down...
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Culture, Loyalty
We are really vetting alternatives to Luma Health right now because they have really failed to work...
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Loyalty
Luma Health is not part of our long-term plans. Their product is fine, but our EMR vendor came out...
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Operations
Luma Health’s training could have been more thorough. Not a lot of end users touch the Luma Health...
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Loyalty
If somebody was not heavily invested in their EMR vendor, then Luma Health's system would be fine. I...
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Operations
Luma Health worked very closely with us on the implementation. Anytime we propose an idea to Luma...
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Loyalty
We are adding the LumaPay module to Luma Health's system. We have to pay something extra for that,...
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Product, Value
We are not able to integrate Luma Health's system, so we have to do some extra work, but the system...
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Loyalty
Luma Health relieves our pain points for sure. Our patients love it. Luma Health's system is really...
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Operations, Product
Luma Health is usable but inconsistent. It sends appointment times to patients, who then confirm or...
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Culture
Luma is more interested in revising a contract than fixing a problem. We spend more time on the...
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Value
Luma Health charges considerably more than vendors who do a similar thing in the same market area....
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Relationship
Luma Health tries to support our integration goals; they just don’t succeed at it. I just want them...
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Loyalty, Relationship
When we first looked at Luma Health, they had these use cases of things they said they could do. I...
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Culture
Luma Health has nice people, and I like them. The product is terrible. We pay Luma Health a bunch of...
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Culture, Loyalty
Luma Health was going to take over and replace a lot of components for us, and when they got into...
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Relationship
Luma Health has good support. We have a good account manager, and I am generally happy. They are...
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Relationship
Being proactive would be Luma Health coming to us when they see a problem, and that happens very...
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Loyalty, Product
There are not many products that integrate with our EHR, but we have figured it out with Luma Health...
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Value
Luma Health is a little too expensive. I would recommend the tool for somebody in our exact...
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Culture
Luma Health oversells the product a little. The product is a critical part of our infrastructure,...
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Product
I am extremely satisfied with Luma Health’s ease of use for patients. There is room for improvement...
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Product
The Luma Health product is very reliable compared to other vendors, so we don’t have to go to Luma...
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Loyalty, Relationship
Luma Health has done really great at taking the time to listen to what we are looking for, what our...
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Value
One issue we have with Luma Health is that it is an expensive product to have. The vendor charges...
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Loyalty
There is nothing that we plan on using when it comes to Luma Health’s future offerings. They have...
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Culture
I'm having an issue with something that we just took on from Luma Health. We were told it would work...
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Operations
There was no initial training for Luma Health, so we didn't know all the functionality of it. It...
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Relationship
There are instances where we have some trouble with getting responses from Luma Health. It is not...
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Product
I don’t think there is anything that Luma Health can do to improve their texting capabilities. Luma...
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Loyalty
We are moving away from Luma Health because we have another portal that is up and running, and it...
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Relationship
For the most part, Luma Health is pretty easy to maneuver, and it is very helpful. Luma Health has a...
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Product
Luma Health must enhance their reporting and make it more hierarchical. It isn't as useful as it...
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Loyalty
When it comes to Luma Health's road map, we are excited that they have some products for...
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Relationship
Luma Health is a great vendor with a great product. When we got their system a few years ago, they...
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Product
With Luma Health's system, more templates would be helpful, including industry templates. Proper...
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Product, Value
With Luma Health's system, we have achieved enhanced patient engagement and better insight into the...
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Loyalty
I have kind of tuned Luma Health out when they talk about other products because I don't feel like...
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Loyalty
We are still trying to pin down exactly what the pain points are with the solution, but we do feel...
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Product
The capabilities in the solution that have had the most meaningful impact have been the text...
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Culture
There are some items, like recalls, that Luma Health said their product could do, but I question...
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Relationship
Every time we talk to Luma Health about a problem we are seeing, they seem to just tell us about...
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Value
I would recommend Luma Health, and if given the choice in the same circumstance, I would probably...
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Product, Value
We don't really use Luma Health for measurable outcomes. It is mainly used to communicate...
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Loyalty, Product
Luma Health was good for what we used it for, but it just didn't have enough of what we needed. Luma...
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Value
Luma Health is 100% capable of providing access to somewhere to confirm appointments and doing some...
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Loyalty, Product, Value
We can customize how the messages read, but one of the features that we lost when our medical...
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Loyalty
We are looking for a specific functionality from Luma Health, and I think they still satisfy us. I...
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Relationship, Product
I find Luma Health fairly easy to use. If I need help with anything, the vendor is typically very...
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Culture, Operations, Product
I don't always necessarily know if this is Luma Health's fault, but the other day we had a comment...
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Relationship
If I need technical support with any issues that we may have, the vendor always works with me until...
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Culture, Relationship, Value
Luma Health is there for the customer. They won't make false promises, and they will let us know...
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Product
One of Luma Health’s biggest capabilities is its broadcast functionality, which is bulk messaging to...
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Product
Luma Health could improve the SMS texting capabilities by being able to read the EMR cell phone...
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Culture, Operations
We just did a project with Luma Health, and the project manager we had didn't follow through with...
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Value
Our no-show rate, referral conversion, and provider utilization have improved using Luma Health's...
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Culture, Product
There are so many tools out there that do the same thing as Luma Health but look better. The product...
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Relationship
I like the support team. I talk to them all the time, so they are almost like my friends now. Luma...
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Operations, Product
The product does what Luma Health says it is supposed to do; it is just not a very elegant version....
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Value
The things the provider charges for can add up. That is pretty breathtaking, but I don't think Luma...
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Product
My low satisfaction with the ease of use of the product for patients is only because the system...
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Loyalty
I'm a little disgruntled with Luma Health. For the past few weeks, Luma Health has been giving us...
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Value
The outcome with Luma Health is that we aren't eating up the table times that we have for patients....
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Operations, Product
Luma Health rolls out upgrades automatically. However, they let us opt out or stay on a later...
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Relationship, Operations
As with any tech company, there was some turnover with Luma Health where we went through a few...
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Product
The ease of use for Luma Health is higher with younger patients. However, I think a lot of that is...
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Product
Luma Health has made some improvements on secure forms already. I think it has probably been a...
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Relationship, Product, Value
By far the best part about Luma Health is the outreach and reminder service; it has helped our...
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Product
Luma Health’s texting capabilities are very mature. It goes into our risk system, and it can...
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Value
I would absolutely buy the product again. The vendor has worked with us to get our costs down with...
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Product, Value
Luma Health's reminder tools have the most meaningful impact for us. Our no-show rates have dropped....
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Product
Luma Health is really easy to use, but sometimes patients mistake it for spam or a scam, and people...
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Value
Each module has a cost with Luma Health, but we have actually implemented some things that they...
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Loyalty, Relationship
There is one thing that hasn't been exactly what we thought with Luma Health, but the vendor is...
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Product
Luma Health has brought a lot of ease into our work. We have been extremely satisfied. In my...
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Loyalty, Product
The two things that have had the most meaningful impact with Luma Health would be our secure...
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Loyalty, Product
The beauty is that Luma Health has partnered with our EHR vendor to integrate more things. When...
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Loyalty, Product, Value
The outcome we have achieved with Luma Health is reaching patients who may not be reachable on...
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Relationship, Operations
When we implement a new product with Luma Health, it takes a little longer than I would like to get...
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Relationship, Operations
Luma Health could improve product stability. We have had some issues there. We have had multiple...
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Product
In terms of the likelihood of recommendation, from my current understanding of Luma Health’s current...
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Culture
We designed Luma Health to work the way that it is working. I don't know that it is the vendor's...
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Culture, Loyalty, Value
We have a contract with Luma Health that is through in the near future, and we are evaluating our...
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Product
Luma Health has a lot of flexibility in their platform, but that leads to a lot of errors because of...
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Operations
The training with Luma Health is better than the training with other vendors in the space. Luma...
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Relationship
Luma Health has pretty good customer support compared to the other vendors that we have worked with...
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Relationship
We have to escalate things really high with Luma Health to get them to follow through on promises....
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Culture, Value
With Luma Health, I think we are actually getting a better pricing deal than we were before. They...
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Product, Value
With Luma Health's system, we have been able to automate a lot of stuff that we couldn't do before....
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Loyalty, Operations, Product, Value
Our previous solution had a better UI and UX for staff users. However, Luma Health's system has...
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Product
The integrations of Luma Health's system are way better than most. If I had known everything I do...
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Loyalty
At first, we were very happy with Luma Health, but we could have looked a little better. As time has...
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Loyalty
If we had played things like I wanted to, Luma Health probably wouldn’t be part of our long-term...
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Relationship
Luma Health has a great road map of things that they are trying to do. But when the vendor can't do...
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Value
I would recommend Luma Health with some caveats. The solution, with its increased flexibility, comes...
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Culture, Relationship
I'm trying to be fair in comparing Luma Health to other vendors that I work with, and I don't want...
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Loyalty, Relationship
We are going to keep using Luma Health until we transition to another vendor shortly. Luma Health...
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Relationship, Operations
Our lead person with Luma Health has been fantastic. They are the one we have worked with mostly to...
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Relationship, Operations
To increase my satisfaction with the support, the vendor could, in some instances, reply more...
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Relationship, Product, Value
The product has a very easy-to-use user interface from a patient's perspective. The primary piece I...
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Operations
To better support us in the go-live process, the vendor’s training materials need a little bit of...
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Product, Value
If patients are doing intake forms and we are using them ahead of a visit, we want the process of...
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Product
The biggest thing that the staff members have difficulties with is just that Luma Health is a...
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Relationship
The support people are very responsive. The turnaround times are incredibly quick. We are not just a...
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Product
Luma Health needs a little more work on its front end. The solution is still a little clunky, and it...
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Relationship
One of Luma Health's strengths is that they are very equipped to pivot on a lot of things. The...
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Loyalty, Relationship
Luma Health has a lot of meetings with us. They are proactive, and they talk about their road map on...
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Operations, Product
With Luma Health, we have very few problems with integration or with the product going down. The...
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Operations
Luma Health offers quite a few things for training, but their use depends on what an organization is...
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Operations
Our implementation was incredibly seamless. Luma Health has a relationship with our EHR vendor. That...
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Operations
Luma Health's training is wonderful. We have regular meetings with the vendor where we can touch...
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Relationship
Luma Health's support has been phenomenal. It is multifaceted. We have an online ticketing system...
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Loyalty, Value
We have achieved a lot with Luma Health. The main component of the system that we are looking for is...
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Value
I would recommend Luma Health to virtually anyone without hesitation. That is mainly because Luma...
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Loyalty
With Luma Health, we did a full RFP. We looked at numerous companies that were in this space. We...
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Relationship
Luma Health has a lot of updates. There are features in it that we have to pay extra for. A lot of...
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Loyalty, Product
With Luma Health, I would like to have a bit of a better interface with our medical record, meaning...
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Product
The key thing with Luma Health is that it has a bidirectional interface, so basically, as I receive...
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Product
Luma Health is still new and cutting edge. For some patients, it is a different track than what they...
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Operations
In the beginning, we had the understanding that the LumaPay aspect was already set up with our EHR,...
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Loyalty, Product
I think we will be very happy once the LumaPay aspect goes through effectively. One of our main...
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Relationship
With Luma Health, our product success manager is notified as soon as we enter a ticket, and we get a...
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Relationship, Value
I would characterize the relationship with Luma Health as more of a partnership. We are in a...
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Product
Luma Health is working on AI, like with transcriptions. I don't know whether that is coming, but...
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Value
The biggest change initially from using Luma Health was the reduction in patient cancellations, but...
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Product, Value
Since we started using Luma Health a long time ago, there has been a dramatic reduction in no-shows...
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Operations, Value
I would absolutely buy the product again. However, if I could go back, I would do things...
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Culture
The vendor has worked with us on prices because they understand the situation we are in. We can't...
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Relationship
The vendor's executives are easily approachable and readily available. We are going to get ahold of...
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Loyalty, Relationship, Value
The vendor's service is still great. Luma Health is on top of things, and they are very willing to...
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Culture
If I went back a few years ago, I would definitely buy the product again. But more recently, the...
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Product
Luma Health is willing to have a very high-quality product, although there are just some instances...
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Culture, Relationship
We actually do occasionally work with some of the vendor's executives directly. Lately, that has...
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Product
The outcome we still need to see from the product is clinical intake form utilization.
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Value
Luma Health is very good at delivering on their product promises and providing value. In terms of...
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Product, Value
With the product, the outcomes that we have seen have been a reduction in no-shows and an increase...
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Loyalty, Relationship
The quality of the vendor's support has ebbed and flowed over the years, so it will be good for a...
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Relationship, Product
As far as ease of use for patients goes, the vendor accommodates almost every customer need that we...
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Relationship, Product
The vendor is willing to make any connection work. They have a willingness to integrate with any...
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Relationship, Value
We have seen decreased no-show appointments as a result of engaging with Luma Health. We love the vendor....
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Value
I would like functionality from Luma Health to save our place in line.
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Relationship
Our EHR vendor should become like Luma Health. They also need to be able to work with partners like...
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Product
Luma Health could really improve their check-in process. They can do all of our registrations, but...
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Product
Accessibility and scheduling with a care team are some business problems that aren’t being solved....
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Value
We are an Epic shop, so the first thing that we have seen using Luma Health is an increase in Fast...
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Product, Value
An anecdotal outcome we have seen from Luma Health is improved front-desk and clinician or employee...
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Product
The ability to schedule or reschedule with a different clinician is lacking, and in the same regard,...
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Product
Some business problems that are not currently solved for are in the realm of patient payments....
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Loyalty, Relationship
Luma Health has a small enough team that we can sit with their executives and give them feedback....
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Relationship
I am extremely satisfied with Luma Health and their product. One differentiating factor with them is...
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Loyalty, Product
We use Luma Health for a number of different items. Our most prominent use case is around...
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Relationship
Luma Health is very easy to work with. They have gone out of their way to customize solutions for...
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Product
Beyond appointment reminders, Luma Health also has a chat hub where we can chat directly with...
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Loyalty, Relationship, Product
Luma Health has been very helpful in dealing with our patients. We have a large organization, and...
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Relationship
We have a good relationship with Luma Health, and we meet with them regularly. We receive a lot of...
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Relationship, Operations
Users have to know the product at a high enough level to have realistic expectations going into it....
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Product
We are still working through some of the quirks with the system's end-user reports at an...
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Operations, Product
We have received very good feedback about the system's ease of use from our patients. The system is...
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Product
We use Luma Health mainly for the reminder messages that we send to patients. We send reminder...
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Relationship
Overall, my experience with Luma Health has been great. Their technical support team really is...
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Loyalty, Product
We have Epic with MyChart and a lot of Epic capabilities, so there is a lot of functionality that we...
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Loyalty, Product
Something that isn’t currently being solved is a way to process patients’ scripts and orders faster....
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Product
Luma Health should figure out ways to connect patients with the correct providers through...
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Loyalty, Product
We use digital call deflection for scheduling certain procedures, so a patient calls our call center...
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Culture, Value
Luma Health has a lot of great products, and a lot of their products are very beneficial, but the...
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Product, Value
With ease of use for our elderly patients, we have found a decent number of patients erroneously...
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Value
Our decrease in no-show rates has been our most successful outcome. That is initially why we reached...
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Operations, Product
Luma Health is fairly easy to use. I wish there were some better ways of ID verification, but I'm...
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Loyalty
We are having active conversations about whether to keep Luma Health. I would probably answer no at...
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Operations
We have really struggled with Luma Health because they have promised certain dates for certain new...
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Relationship, Product
Luma Health definitely supports integration and wants to work on integration. We are kind of in the...
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Product
The biggest thing we want from Luma Health is more flexible, deeper integration with our EHR vendor....
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Relationship
Luma Health’s support team is very good. My biggest fear is if we make a change at some point.
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Relationship
I have had some conversations with Luma Health about specifically the test and production...
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Product
I would like to see injury triage from Luma Health. I basically want an app-based or mobile-based...
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Value
The biggest outcome we saw from using Luma Health was online scheduling; when we started, we had...
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Loyalty, Product
The biggest business problem that we are still seeing is that we are still struggling with the...
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Relationship
Luma Health is good. We continue to engage with them and utilize more of their products. They...
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Relationship
We love Luma Health’s assignment of subject matter experts at the individual project level to work...
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Product
Prior authorizations and the financial piece are two areas we are still having trouble with Luma...
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Value
Last year, our biggest return on investment from Luma Health was with our no-show rate reduction....
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Product, Value
The product itself lends a tremendous amount of control at the organizational level. We don't...
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Relationship
Luma Health is great. I highly recommend them. I would be happy to be a reference at any time for...
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Relationship
When I am thinking about being proactive, that is based on how often the vendor communicates, how...
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Culture, Product
Luma Health has been great. It integrates solidly with the EHR and PM systems. Luma Health is easy...
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Loyalty
Luma Health is not part of our long-term plans. It is integrated with our EHR today. Based on the...
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Relationship, Product
There are times when there are glitches in the system, and we have to talk to our representative to...
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Product
Luma Health may not be compatible with everyone's systems, but for the most part, I would recommend...
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Relationship
We have a lot of people who are older, and Luma Health primarily texts our patients, so sometimes...
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Operations
Once our end users have the training, they are good with Luma Health's system, but the solution is...
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Product, Value
We are very happy with Luma Health's system because we can put our referrals in there, and that is...
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Relationship
Luma Health’s tech person is awesome. We do have an account manager, but we can get a real IT person...
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Relationship, Operations
When we implemented Luma Health's system, there was one point person, and they were very good. They...
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Loyalty, Product
We are just really glad that we have Luma Health's solution back because it works so well compared...
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Relationship, Product
Luma Health is good about updates. They stay current, and they are much better than other vendors....
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