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Luma Health Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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Manager

Product, Value

Things with Luma Health are mostly done via text, so things are quite simple on the patient end. The...

Feb 2024
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Manager

Relationship

In the past few years, we have had many different managers assigned to us. Internally, Luma Health...

Feb 2024
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Analyst/Coordinator

Product

Luma Health is pretty darn easy for the patients to use. The only hard part is that there is always...

Feb 2024
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Analyst/Coordinator

Loyalty

Luma Health’s ease of use for the office staff is getting there. Things are a little hard because...

Feb 2024
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Analyst/Coordinator

Culture, Operations

In our experience, Luma Health is overpromising and underdelivering. We were promised something and...

Feb 2024
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Analyst/Coordinator

Operations

We don't really do a lot of training for Luma Health. Our model is that the vendor trains us, and...

Feb 2024
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Analyst/Coordinator

Relationship, Product, Value

Luma Health tries really hard, but they are not quite there yet with integration. They really need...

Feb 2024
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Analyst/Coordinator

Relationship

Luma Health’s support is unbelievable. It is rare that I submit a ticket and don't get a response...

Feb 2024
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Analyst/Coordinator

Relationship

Luma Health's executive involvement has been on the lower end. We had a strategic planning meeting,...

Feb 2024
||
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Analyst/Coordinator

Loyalty, Relationship

We have had some challenging projects recently that have not been the best, and our satisfaction...

Feb 2024
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Analyst/Coordinator

Culture, Relationship

The vendor has very good people who work hard to understand our problems. However, they can...

Feb 2024
||
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Director

Relationship

Luma Health is really responsive and supportive. We just don't get that from all the vendors. Luma...

Feb 2024
||
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Director

Product

It has been hard for all of the information to flow back and forth between the Luma Health platform...

Feb 2024
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Director

Relationship

We want Luma Health to work with us to streamline or use technology to make processes easier for patients....

Feb 2024
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VP/Other Executive

Operations, Product

We rolled Luma Health out quite some time ago, and the patient engagement percentage rate is very...

Jan 2024
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VP/Other Executive

Loyalty, Relationship

I have no issues with getting somebody from Luma Health to listen to me, whether that is to discuss...

Jan 2024
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VP/Other Executive

Product

For Luma Health, the challenge they have now is our EHR vendor is rolling out their own online...

Jan 2024
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VP/Other Executive

Loyalty, Product

I would buy Luma Health again if the vendor fixed their reporting. But I would not buy Luma Health...

Jan 2024
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Manager

Operations

When it comes to training, there is a difference between tech folks and operations users, and I...

Jan 2024
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Manager

Product

There are some things that would be nice to have that Luma Health doesn't have, but by and large, it...

Jan 2024
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Manager

Relationship

Luma Health is always developing new features. That is really nice. They take our feedback and...

Dec 2023
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Manager

Relationship

I work with Luma Health often, and their tech support is phenomenal. I love that. The vendor's...

Dec 2023
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Manager

Relationship

One thing that we have been really disappointed about with the vendor lately has been their...

Dec 2023
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Manager

Operations

Luma Health is pretty good at implementations, but they initially promote products that might not...

Dec 2023
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Manager

Product

The system is really easy to use. That is one of the best things about it. It has a smart wait list...

Dec 2023
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Director

Product

We use several of Luma Health's offerings. With online scheduling, we are able to offload workloads...

Dec 2023
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Director

Relationship

We have a dedicated project account manager from Luma Health who is very knowledgeable about the...

Dec 2023
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Director

Relationship, Product

Patient engagement is what the vendor does and what they focus on. Luma Health is constantly...

Dec 2023
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Director

Relationship

We would like to see Luma Health improve their reputation management because one of the things we...

Dec 2023
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VP/Other Executive

Relationship

Luma Health has provided all the technology that we have asked for. And the relationship gets better...

Dec 2023
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VP/Other Executive

Culture

Some areas for improvement for Luma Health are maybe the contracting process, the clarity of the...

Dec 2023
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Manager

Relationship

We have had a very positive experience working with Luma Health. The vendor is very supportive. They...

Dec 2023
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Manager

Operations

I am extremely happy with Luma Health because they are very responsive on their support end when it...

Dec 2023
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Manager

Product, Value

The biggest benefit of using Luma Health is that it keeps our schedules full. That makes the system...

Dec 2023
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Director

Product

Luma Health could improve by having a bit of a bigger reach. I know that Luma Health's product is...

Dec 2023
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Director

Loyalty, Product

Luma Health is working on a new platform. We just don't know that it is 100% live yet. It is like a...

Dec 2023
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Director

Relationship

As far as functionality goes, the biggest strengths of the product are the appointment reminder...

Dec 2023
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Director

Loyalty

We went with Luma Health because their system had a strong integration with our EMR. Their...

Nov 2023
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Director

Loyalty, Relationship

Luma Health’s biggest opportunity is to continue to mature as a tech company. They feel a little...

Nov 2023
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Director

Relationship

Luma Health is an outstanding company. I have been very impressed with their approach, staff,...

Nov 2023
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Director

Operations

Even now that we are live with the system and have been for a while, if we want individual training...

Nov 2023
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Director

Relationship, Operations

Luma Health worked with us on a certain integration, and they did a great job with that. The...

Nov 2023
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Analyst/Coordinator

Operations, Value

Things are going fairly well with Luma Health, and we have had a lot of success with the...

Oct 2023
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Analyst/Coordinator

Relationship

Other solutions that are coming out in the space will probably not be able to do everything that we...

Oct 2023
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Analyst/Coordinator

Product

One thing that we want to see in Luma Health is a sidebar in our EHR that shows the communication...

Oct 2023
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Director

Loyalty

The newer things that Luma Health has released align with our priorities. I am not sure that some of...

Oct 2023
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Director

Relationship

The vendor executes things when we bring them our priorities, and we can have discussions with the...

Oct 2023
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Director

Relationship

I have reached out to the vendor's top executives, and they have come on-site before.

Oct 2023
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Director

Operations

We have had some variable implementation experiences with Luma Health. Some of our experiences have...

Oct 2023
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Director

Operations

Luma Health supports us in real time. We can ping them on their website. That almost makes it so...

Oct 2023
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Director

Loyalty

Luma Health's system is a little better than other tools. We chose it because its messages are...

Oct 2023
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Director

Loyalty, Operations, Product, Value

As we have introduced Luma Health's system to more of our staff members, they have been able to use...

Oct 2023
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Director

Culture, Relationship

I don't think we have been misled by Luma Health, but sometimes, the way they do things isn't the...

Oct 2023
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Director

Relationship, Product

Luma Health is one of the better companies that we have worked with in terms of integration methods.

Oct 2023
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Director

Relationship

We have had other vendors try to push certain functionalities on us, even though those...

Oct 2023
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Analyst/Coordinator

Loyalty

We have chosen to go with something else because another product meets our needs better. Luma Health...

Oct 2023
||
(0)
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Analyst/Coordinator

Operations

Luma Health was hard for me to learn at first; I had to learn it by using it and talking back and...

Oct 2023
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(0)
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Analyst/Coordinator

Product, Value

Luma Health is really great for new patient referrals. We put our new referrals in the system, and...

Oct 2023
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(0)
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Analyst/Coordinator

Product

I like the ability to use the blast or broadcasting feature when I have to send a message to a bunch...

Oct 2023
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Analyst/Coordinator

Product

Luma Health integrates well with our EMR. If a patient confirms their appointment when Luma Health...

Oct 2023
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(0)
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Analyst/Coordinator

Product

Luma Health has an activity feed that lists the activity for the day, and it allows the patient to...

Oct 2023
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Director

Loyalty, Operations

Right out of the gate, we had to learn some things. But now, the process is pretty much like...

Sep 2023
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(0)
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Director

Relationship

We have an assigned customer relationship manager, and that person has a team of analysts and...

Sep 2023
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(0)
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Director

Loyalty, Value

We were getting feedback from a number of practices who said they were looking for a solution that...

Sep 2023
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(0)
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Director

Relationship

Luma Health does a good job with the platform as a whole. Our end users realize the value...

Sep 2023
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(0)
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Director

Operations, Product

The integration is pretty seamless for us. The product is part of our EMR vendor's integration...

Sep 2023
||
(0)
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Director

Loyalty, Value

My satisfaction with Luma Health a year from now will probably go down. I say that because I know...

Sep 2023
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(0)
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Director

Operations, Product

Users want to tweak and change things, and then they don't like the way something is working and...

Sep 2023
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(0)
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Director

Loyalty, Relationship

Luma Health is a solid B+ or A- platform. The vendor is on point with keeping us abreast of what is...

Sep 2023
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(0)
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Director

Culture, Value

Just like any other vendor, Luma Health doesn't offer things for free. Luma Health brings new...

Sep 2023
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(0)
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Director

Loyalty

Our users are asking for messages, appointment reminders, rescheduled things, and management of...

Sep 2023
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(0)
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Director

Product

The product has a pretty robust set of features. We only use the system's appointment confirmation...

Sep 2023
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(0)
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Director

Culture

Luma Health has been a blessing for us. The vendor prides themselves on innovation and really...

Sep 2023
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(0)
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Manager

Value

The vendor doesn't charge us for professional services every time we talk to them or get information...

Aug 2023
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(0)
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Manager

Product

I don't know how much of the general patient population is tech savvy, but our patients seem to...

Aug 2023
||
(0)
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Manager

Value

We do not get the ROI that the vendor heavily promoted. We were told the system would improve show...

Aug 2023
||
(0)
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Manager

Product

The product’s interoperability is one of its biggest factors, although Luma Health doesn’t market...

Aug 2023
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Manager

Loyalty

We didn't do an exhaustive search of Luma Health’s competitors; at the time we bought the system, it...

Aug 2023
||
(0)
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Manager

Relationship

Sometimes the vendor doesn't meet their timelines, but currently, there are no unmet commitments.

Aug 2023
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(0)
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Manager

Operations, Product

The platform and its UI have been very stable. We don't get notified when upgrades happen; they go...

Aug 2023
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(0)
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Manager

Operations

The implementation of the product was painful. I split the blame between the vendor and us, but it...

Aug 2023
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(0)
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Manager

Product

With Luma Health, the login information required to look at private text messages has been a little...

Aug 2023
||
(0)
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Manager

Product

The consistency with Luma Health is good, and it is very reliable for actually texting patients.

Aug 2023
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(0)
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Manager

Operations, Product

It seems that Luma Health has a difficult time managing how to serve different EMRs because some...

Aug 2023
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Manager

Value

We use Luma Health's products every day. That is how we send out visit reminders to patients. We do...

Aug 2023
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(0)
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Manager

Product

Luma Health is pretty easy for the patient and very simple for office staff. Luma Health works. It...

Aug 2023
||
(0)
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Manager

Loyalty

Luma Health's product is probably not part of our long-term plans. We use Luma Health's product for...

Aug 2023
||
(0)
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Manager

Culture

We got a pretty good deal with Luma Health. And depending on where we were, what we were doing, and...

Aug 2023
||
(0)
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Manager

Relationship, Operations

Luma Health provided solid support for the go-live. It went fairly smoothly. If there were mistakes,...

Aug 2023
||
(0)
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Manager

Loyalty, Operations, Value

We saw an improvement when we started with Luma Health. When we implemented Luma Health's product,...

Aug 2023
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CIO

Culture

Luma Health's system drastically reduced the number of calls coming into our call center, and that...

Jul 2023
||
(0)
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CIO

Relationship

Luma Health was proactive. They were up front about sunsetting their telehealth module; they let us...

Jul 2023
||
(0)
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CIO

Loyalty, Value

We love the system. It absolutely helped us lower our calls in our call center. The issue with Luma...

Jul 2023
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(0)
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CIO

Value

Luma Health avoided charging for everything. That is what we liked about them. Now, the vendor of...

Jul 2023
||
(0)
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CIO

Operations

The implementation with Luma Health had no issues or hiccups. It was done within a matter of a few days....

Jul 2023
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(0)
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CIO

Product

The ease of use for Luma Health is satisfactory. We have gotten feedback from many patients saying...

Jul 2023
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(0)
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COO

Operations

Luma Health communicates back with us, and they try to support us. When we had training from Luma...

Jul 2023
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(0)
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COO

Loyalty

We haven't done any recent upgrades with Luma Health because we have been trying to resolve other...

Jul 2023
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(0)
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COO

Relationship

I have not had Luma Health reach out about any potential problems. We have had issues, and they have...

Jul 2023
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(0)
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COO

Product

Self-scheduling is Luma Health’s Achilles' heel. That piece doesn't meet our needs well and could be...

Jul 2023
||
(0)
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COO

Product

We use Luma Health for a variety of uses like reminders, wait lists, self-scheduling, and...

Jul 2023
||
(0)
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Manager

Operations

Luma Health could improve their training by adding a bit more customization and then maybe updating...

Jun 2023
||
(0)
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Manager

Product

It would be really awesome if there were a way to catalog patient photos in Luma Health’s platform....

Jun 2023
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(0)
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Manager

Relationship

The vendor responds pretty quickly but only if we message them first. We do not have a single person...

Jun 2023
||
(0)
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Manager

Product

We use Luma Health's platform to send text messages, and it works, but it definitely does not work...

Jun 2023
||
(0)
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Manager

Product, Value

Our patients are not responding to the Luma Health review. We have received a bunch of negative...

Jun 2023
||
(0)
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Manager

Culture, Value

We would purchase Luma Health again if the vendor let us only purchase the review part and gave us a...

Jun 2023
||
(0)
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VP/Other Executive

Operations, Product

The end users are well versed in the product; I have a well-educated team. Learning how to utilize...

Jun 2023
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(0)
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VP/Other Executive

Product

We have been able to turn on a lot of features and functionality even though we have had some...

Jun 2023
||
(0)
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VP/Other Executive

Loyalty

We chose Luma Health because they were willing to partner with us. They didn't shove anything down...

Jun 2023
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(0)
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VP/Other Executive

Relationship

Anyone on my team can reach out to Luma Health anytime and get an answer in less than 12 hours.

Jun 2023
||
(0)
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VP/Other Executive

Loyalty

Luma Health will be given a run for their money when other well-paid vendors start to make products...

Jun 2023
||
(0)
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VP/Other Executive

Culture, Relationship

Luma Health keeps all of their promises. We need to do a better job of being specific about what...

Apr 2023
||
(0)
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VP/Other Executive

Loyalty, Relationship

Luma Health knows that we stand behind our EMR first. We know our EMR is continuing to improve in...

Apr 2023
||
(0)
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VP/Other Executive

Product

We are using Luma Health as our SMS gateway. Foundationally, that is the widest scope for Luma...

Apr 2023
||
(0)
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VP/Other Executive

Product, Value

From the patient experience standpoint, Luma Health allows us to take workflows and automate them,...

Apr 2023
||
(0)
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VP/Other Executive

Loyalty, Operations, Product

One of the benefits that we have with Luma Health is that it is integrated with our EMR. Our staff...

Apr 2023
||
(0)
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VP/Other Executive

Culture, Value

We have had zero charges outside of our agreement with Luma Health. The agreement and the way things...

Apr 2023
||
(0)
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VP/Other Executive

Culture, Value

The quality of the Luma Health product has been fantastic. The product works as promoted, and its...

Apr 2023
||
(0)
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VP/Other Executive

Culture, Loyalty, Relationship

The product does what Luma Health told us it would do. We keep thinking about new things, but as...

Apr 2023
||
(0)
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Analyst/Coordinator

Operations

To improve the training, some premade materials might be easier than what we got. We have had some...

Apr 2023
||
(0)
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Analyst/Coordinator

Relationship, Operations, Value

The success we have had with Luma Health has been very tangible. I have really had a positive...

Apr 2023
||
(0)
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Analyst/Coordinator

Operations, Product

In terms of upgrades, I have never had an issue where the system has told me I need to change...

Apr 2023
||
(0)
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Analyst/Coordinator

Loyalty

We wanted to try to pair Luma Health with our other app, and things didn't quite work out that way,...

Apr 2023
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(0)
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Analyst/Coordinator

Operations, Product

In terms of ease of use, there were some things in the product that were a little tricky to catch on...

Apr 2023
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(0)
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Analyst/Coordinator

Relationship

The vendor has always reached out to check in, to see what is going on, and to see whether they can...

Apr 2023
||
(0)
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 or  to see details.

Analyst/Coordinator

Product

The vendor could improve the filtering mechanisms and the way that we manage or check on the texts,...

Apr 2023
||
(0)
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 or  to see details.

Analyst/Coordinator

Operations, Product

There are many intuitive parts of the product, but the upload process doesn't feel as intuitive. We...

Apr 2023
||
(0)
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 or  to see details.

Manager

Relationship

We have a love-hate relationship with the vendor. We absolutely love the product; it is a game...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

We are pretty communicative when we need something, and Luma Health is always really receptive. They...

Apr 2023
||
(0)
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 or  to see details.

Manager

Relationship, Operations

When we are implementing new features, we are constantly asking our staff to give us examples of...

Apr 2023
||
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