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Luma Health
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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

Functionality and Upgrades

We use Luma Health's system for reminder calls, referrals, and for closing the loop on orders for...

Sep 2022
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Manager

Functionality and Upgrades

Luma Health's functionality is similar to our EMR's functionality. I think Luma Health is easier to...

Sep 2022
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Manager

Functionality and Upgrades

I think there is room for improvement in how Luma Health communicates with patients. It is not easy...

Sep 2022
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Manager

Implementation and Training

I know we can make forms within Luma Health's system, but I just don't think that the vendor has...

Sep 2022
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Manager

ROI / Cost (care and feeding)

On the clinical side of things, the system has decreased our no-shows. Luma Health sends more...

Sep 2022
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Manager

Functionality and Upgrades

I like that Luma Health is constantly adding new products and trying out new features. We have a...

Sep 2022
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Manager

Interfacing and Integration

I wish that there were more connectivity between Luma Health and our EMR. If those systems would...

Sep 2022
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Analyst/Coordinator

Relationship

We have received very little executive involvement during our time with Luma Health. We really only...

Sep 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

The solution is 90% of the way to where it needs to be for a lot of things. There are a couple of...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

Every practice is unique, and Luma Health is good at creating custom approaches.

Sep 2022
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Analyst/Coordinator

Technology

A lot of the things that we are doing in the system are brand new and cutting edge. Luma Health is...

Sep 2022
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Analyst/Coordinator

Implementation and Training

We have a few people who basically run our project with Luma Health. We had them do training with...

Sep 2022
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Analyst/Coordinator

Interfacing and Integration

We had a lot of trouble trying to integrate the system with our EMR. I don't know whether we can put...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

We can send links to different forms to our patients, including forms for practice policies, intake,...

Sep 2022
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Analyst/Coordinator

Service and Support

It is very easy to submit tickets to Luma Health. Whenever we submit a ticket, we always hear back...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The product is always online, and it stays current with the vendor's latest releases.

Sep 2022
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Analyst/Coordinator

Implementation and Training

Luma Health has knowledge-based tutorials online, and they are always pushing out information about...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

Overall, our experience with the system has been great.

Sep 2022
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Manager

Interfacing and Integration

One of our only issues is that Luma Health’s system needs better integration with our EMR. We are...

Sep 2022
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Manager

Service and Support

We work with Luma Health through a ticket process, but at least once, I have asked for a meeting...

Sep 2022
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Manager

Service and Support

It is great that Luma Health is always monitoring, working on, and diminishing bugs. They are also...

Sep 2022
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Manager

Relationship

Luma Health could update certain things in the system. They are doing a good job already, and I am...

Sep 2022
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Manager

Win/Loss - Why they were selected (by current clients)

We chose Luma Health's system mainly because of its language accessibility. Many of our patients...

Sep 2022
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Manager

Interfacing and Integration

Luma Health tries to make their system a catchall for a lot of EHRs, but the integration with our...

Sep 2022
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Manager

ROI / Cost (care and feeding)

The vendor is pretty transparent, and they do not try to nickel-and-dime us.

Sep 2022
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Manager

Interfacing and Integration

Luma Health is lacking integration. We don’t use some things because our systems are not completely...

Sep 2022
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Manager

Functionality and Upgrades

We are really happy with Luma Health. Their main thing is patient reminders, alerts, and...

Sep 2022
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Analyst/Coordinator

Future Outlook

We do have plans to discontinue the Luma Health product. I would go with something that was more...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

We are not using Luma Health to its full capacity because we use the system only for reaching out to...

Jul 2022
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(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

Luma Health’s system works better for one facility than for multiple sites. The system can’t...

Jul 2022
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Analyst/Coordinator

Service and Support

The support people who we deal with can't fix most of our issues and must always go to somebody else...

Jul 2022
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Analyst/Coordinator

Interfacing and Integration

There is a lot I like about the Luma Health solution, but one of my biggest issues is that we have...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

The part that does okay is the Luma Health solution is based on what contact information is given to...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

There are certain little bugs for patients that we have not really been able to work out. We find...

Jul 2022
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Analyst/Coordinator

Service and Support

Luma Health has done better from a service perspective. I am getting better and quicker responses on...

Jul 2022
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(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

Luma Health has been very good about laying out costs prior to making any decisions, and they stick...

Jul 2022
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Analyst/Coordinator

Implementation and Training

Luma Health does provide good resources for training.

Jul 2022
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(0)
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Analyst/Coordinator

Lessons Learned

If I were to recommend Luma Health to someone, it would be because of some very specific parameters....

Jul 2022
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(0)
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Analyst/Coordinator

Functionality and Upgrades

With confirmation texts, Luma Health tells us that they have a pretty high usage percentage. They...

Jul 2022
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Analyst/Coordinator

Relationship

Luma Health has slipped with their timelines and has had issues with getting tickets resolved. We...

Jul 2022
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Analyst/Coordinator

Relationship

Luma Health keeps some promises. The time line slips, but the vendor eventually finishes what we ask...

Jul 2022
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Analyst/Coordinator

Interfacing and Integration

Luma Health does a good job working with other vendors to get things working for us. The vendor...

Jul 2022
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(0)
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Analyst/Coordinator

Relationship

We have frequent standing meetings with Luma Health, and the project manager is pretty open most of...

Jul 2022
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Analyst/Coordinator

Functionality and Upgrades

Luma Health's ease of use is pretty good. We don't have to deal with any machines or hardware. The...

Jul 2022
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(0)
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Analyst/Coordinator

Functionality and Upgrades

Luma Health hasn't really delivered anything new in the time that we have had the system, but I...

Jul 2022
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Analyst/Coordinator

Service and Support

Luma Health has a knowledge base where we can type in simple search keys and bring up videos and...

Jul 2022
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(0)
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Analyst/Coordinator

Relationship

The system works well for our needs, and it has a lot of capabilities. We worked with Luma Health’s...

Jul 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

We didn't necessarily have a long-term purpose for the solution, but we would definitely consider...

Jul 2022
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CEO/President

Relationship

The vendor keeps the majority of their promises. I don't know a vendor who keeps all of their promises....

Mar 2022
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(0)
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CEO/President

ROI / Cost (care and feeding)

People ignore calls and texts from outside their local area. The Luma Health solution constantly...

Mar 2022
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(0)
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CEO/President

Future Outlook

For what Luma Health intends for the product to do, the product does a great job. For the price we...

Mar 2022
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(0)
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VP/Other Executive

Relationship

Luma Health is phenomenal. They are one of my favorite vendors. I love the vendor's people.

Mar 2022
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(0)
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VP/Other Executive

Interfacing and Integration

The biggest benefit to Luma Health is that it is fully integrated into our EHR. We can customize it...

Mar 2022
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CMO

ROI / Cost (care and feeding)

Luma Health is part of our long-term plans. We were having challenges with patient outreach and...

Jan 2022
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(0)
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CMO

Implementation and Training

The implementation was very easy and hassle free. I am not an end user, but based on what I hear,...

Jan 2022
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(0)
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CMO

Relationship

Luma Health has been a good partner. We have been having good discussions with the executives. Luma...

Jan 2022
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(0)
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CMO

Win/Loss - Why they were selected (by current clients)

One reason we went with Luma Health was that they had comparatively lower prices than the other...

Jan 2022
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(0)
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CMO

Service and Support

I like having regular meetings to touch base with the Luma Health staff so that things don't fall...

Jan 2022
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(0)
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CMO

Lessons Learned

If someone is trying to implement the system and work with Luma Health, they need to make sure to...

Jan 2022
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(0)
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Director

Functionality and Upgrades

Luma Health tries to make their platform as functional, friendly, and intuitive for the patients as...

Jan 2022
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(0)
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Director

Functionality and Upgrades

There is a bit of a learning curve to the product. The vendor has multifactor authentication, which...

Jan 2022
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(0)
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Director

Sales and Contracting

From the beginning, we defined a consistent contract with Luma Health so that we could allocate...

Jan 2022
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(0)
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Director

Implementation and Training

The application is so simple that there isn't a whole lot of training. Occasionally, we find some...

Jan 2022
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(0)
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CISO

Functionality and Upgrades

We have been using Luma Health for a while and are consistently adding more. We originally started...

Jan 2022
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(0)
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CISO

Service and Support

Luma Health follows through with ticket resolution and keeps the product working. They verify...

Jan 2022
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(0)
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CISO

Other Observations & Comments

I haven't been able to prove any issue that was not because of misconfiguration on our end. Every...

Jan 2022
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Director

Service and Support

We have open communication with Luma Health. They call and check in with us, and we bring forward...

Jan 2022
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(0)
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Director

Functionality and Upgrades

Luma Health makes patient outreach easy for our organization. A lot of our patients are very tech...

Jan 2022
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(0)
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CISO

Interfacing and Integration

The integration was simple. The vendor asked questions, and we answered the questions. The vendor...

Jan 2022
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(0)
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CISO

Functionality and Upgrades

Luma Health is consistently adding new products, and they are all of high quality. The products are...

Jan 2022
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CISO

Functionality and Upgrades

I don't get many complaints from the patients when they get text messages from the software. I have...

Jan 2022
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(0)
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CISO

Service and Support

The web support is simple. We can go in online and put in a ticket on the vendor's web portal or...

Jan 2022
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(0)
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CISO

Service and Support

Most of the time with software vendors, the service is reactive. The vendors get information from us...

Jan 2022
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(0)
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CISO

ROI / Cost (care and feeding)

The outcomes that come from the product are definitely tangible; we see the numbers. We can see the...

Jan 2022
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CISO

ROI / Cost (care and feeding)

Luma Health is priced very efficiently. We started out when the software was newer, but it is very...

Jan 2022
||
(0)
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CISO

Relationship

I always recommend Luma Health; I talk about it to everyone. I get calls all the time where people...

Jan 2022
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CEO/President

Service and Support

As Luma Health grows, the quality of their customer service goes down a little, but that is...

Dec 2021
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CEO/President

Implementation and Training

Our initial training from Luma Health was great. The vendor doesn't do a lot of formal training...

Dec 2021
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CEO/President

Functionality and Upgrades

We are still very happy with the Luma Health product. For the most part, our patients don't have any...

Dec 2021
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CEO/President

Functionality and Upgrades

When Luma Health first started doing payment collections, they were a bit limited. We haven't...

Dec 2021
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(0)
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CEO/President

ROI / Cost (care and feeding)

Luma Health's reminder system is super easy. It is automatic, so patients get text messages to...

Dec 2021
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CEO/President

ROI / Cost (care and feeding)

Everything has improved by using Luma Health, including our confirmation rate. Our no-shows have...

Dec 2021
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CEO/President

Functionality and Upgrades

When we first did online scheduling, it was before Luma Health introduced Patient Scheduling+, so...

Dec 2021
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Manager

Service and Support

Luma Health has been doing better with communication and putting in new products and features with...

Dec 2021
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(0)
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Manager

Relationship

Luma Health is usually pretty responsive with tickets, so I have never had any issues with them....

Dec 2021
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Manager

ROI / Cost (care and feeding)

Patients are not missing as many appointments now because we have easier communication with Luma...

Dec 2021
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Manager

Functionality and Upgrades

The people who have difficulty with the product’s ease of use are the people that aren’t computer...

Dec 2021
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(0)
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Manager

Functionality and Upgrades

Since the update of the cloud with our EMR, we now operate on the cloud. We lost the ability for...

Nov 2021
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Manager

Functionality and Upgrades

The system has been the same for a little while now. I don't know how quickly Luma Health is working...

Nov 2021
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Manager

Functionality and Upgrades

Luma Health's preset texts definitely help us. We had a natural disaster, so we needed to venture...

Nov 2021
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Manager

ROI / Cost (care and feeding)

We were talking to a company recently that offers not only reminders and follow-up feedback but also...

Nov 2021
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Manager

Functionality and Upgrades

Luma Health's system has been a decent confirmation solution. 90% of the time, we have no problems,...

Nov 2021
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(0)
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Manager

Interfacing and Integration

We have an issue with the integration of an extra schedule. We have worked with Luma Health and...

Nov 2021
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(0)
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Manager

Relationship

We don't ask too much of Luma Health for training, but if we need any help with anything, they are...

Nov 2021
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(0)
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Manager

Functionality and Upgrades

The system has done what we needed. It is pretty easy. We use the system primarily as our reminder...

Nov 2021
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(0)
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Manager

Relationship

My contact at Luma Health is always competent. They typically answer all of my questions within a...

Nov 2021
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(0)
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Manager

Service and Support

Luma Health's customer service is great. They are always Johnny-on-the-spot with any issues,...

Nov 2021
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(0)
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Manager

Functionality and Upgrades

The solution's ease of use is great. It meets our needs, and we can integrate it with our workflow....

Nov 2021
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(0)
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Manager

Functionality and Upgrades

I wish that when I sent out a message to a patient, I could get an email or push notification that...

Nov 2021
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(0)
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Manager

Lessons Learned

I would tell anyone who is looking in to Luma Health that it would be a time-saver for their staff...

Nov 2021
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(0)
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Manager

Lessons Learned

Luma Health offers a patient feedback piece. Patients can score us, and then they can also be...

Nov 2021
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(0)
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Manager

Service and Support

Within the past four or five months, it has taken a long time to get issues resolved. I don't know...

Nov 2021
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(0)
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Manager

Implementation and Training

Luma Health doesn’t really provide hands-on training. If we have questions, they will direct us to...

Nov 2021
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(0)
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Manager

Functionality and Upgrades

Luma Health's communication platform is great. The provider and patients like reminder calls. We can...

Nov 2021
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(0)
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Director

Service and Support

Luma Health has been fantastic to work with. Their response times are, by far, some of the greatest...

Nov 2021
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(0)
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Director

ROI / Cost (care and feeding)

We are currently working with Luma Health on an enhancement to our referrals capabilities. We have a...

Nov 2021
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Director

Win/Loss - Why they were selected (by current clients)

We chose Luma Health because we saw what they were able to provide, and we saw something more in...

Nov 2021
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(0)
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Director

Functionality and Upgrades

Our patients don't like to click on a lot of links, and Luma Health can be fairly link heavy,...

Nov 2021
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(0)
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Director

Service and Support

Luma Health sends out their fair share of emails, but it would be nice to have someone to actually...

Nov 2021
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(0)
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Manager

Implementation and Training

Luma Health is top notch on implementation and upgrades, and they are excellent at keeping their promises....

Nov 2021
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(0)
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Manager

Functionality and Upgrades

Luma Health's solution is such a powerful product for being proactive about getting people in and...

Nov 2021
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Director

Functionality and Upgrades

Luma Health is a good platform. The vendor built a self-scheduling link, and that is super useful...

Nov 2021
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Director

Sales and Contracting

When we were first looking at platforms, we were looking for certain features that Luma Health told...

Nov 2021
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CIO

ROI / Cost (care and feeding)

We save time by not having to do confirmation calls, referral calls, or re-calls. We save a lot of...

Oct 2021
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(0)
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CIO

ROI / Cost (care and feeding)

We are able to design workflows based on the responses from patients. For example, with our NPS, we...

Oct 2021
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CIO

ROI / Cost (care and feeding)

We have used Luma Health's software heavily for the preappointment confirmation process in terms of...

Oct 2021
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CIO

Relationship

I like the ease of working with Luma Health. They are very easy to get ahold of. I can shoot an...

Oct 2021
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CIO

Functionality and Upgrades

We have used Luma Health for the post-appointment process. We can text patients and ask how likely...

Oct 2021
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CIO

ROI / Cost (care and feeding)

We have used Luma Health's software for ad hoc messaging. It calls the patients that haven't come in...

Oct 2021
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CIO

ROI / Cost (care and feeding)

The product is mostly free. We have already paid the subscription, so we are not paying to mail out...

Oct 2021
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CIO

Functionality and Upgrades

Luma Health's solution isn't doing something miraculously special. At the end of the day, it is a...

Oct 2021
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(0)
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CIO

Relationship

It is surprising how lousy a lot of other patient engagement platforms are. Some of the major things...

Oct 2021
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(0)
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Manager

Functionality and Upgrades

The product is part of our long-term plans, but it seems like the vendor is trying to rush into the...

Oct 2021
||
(0)
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Manager

Relationship

The system is very flexible, and the vendor has been great to work with. They started as a...

Oct 2021
||
(0)
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Manager

Other Observations & Comments

We have recommended the system to other practices. I would buy it again, especially given that at...

Oct 2021
||
(0)
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Manager

Implementation and Training

The initial install went smoothly, but we did have some hiccups. We had some issues, but the vendor...

Oct 2021
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(0)
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Manager

Functionality and Upgrades

The system is very easy for us to use, and it is simple for patients. Of all the communication...

Oct 2021
||
(0)
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Manager

Lessons Learned

The system is doing what we need. If a practice is looking for a system that is going to do all the...

Oct 2021
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Analyst/Coordinator

Service and Support

In the past year with Luma Health, there hasn’t been any decline in the service provided. We are...

Oct 2021
||
(0)
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Analyst/Coordinator

Implementation and Training

When we implemented Luma Health, we had an actual person go through training with us. They really...

Oct 2021
||
(0)
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Analyst/Coordinator

Interfacing and Integration

There is one issue with Luma Health’s integration with our EMR. When a phone number is wrong or...

Oct 2021
||
(0)
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Analyst/Coordinator

Relationship

In the beginning and recently, a member of Luma Health’s C-suite has been involved. They have been...

Oct 2021
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

Luma Health is 100% better than what we had before in terms of technology, accessibility, and...

Oct 2021
||
(0)
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 or  to see details.

Manager

Implementation and Training

The vendor has always been very helpful. The implementation process has been pretty straightforward...

Oct 2021
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

Using the system to message our patients keeps us from making many phone calls to the patient and...

Oct 2021
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

The vendor has many different types of prebuilt templates and things that work very well. The...

Oct 2021
||
(0)
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 or  to see details.

Manager

Service and Support

Whenever we need anything customized, we can do it ourselves, but we also can work with Luma...

Oct 2021
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

The biggest outcome is scheduling. We originally got the system to help make sure that any gaps we...

Oct 2021
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

We have an EHR that has patient communication capabilities. However, it does not perform like Luma...

Sep 2021
||
(0)
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Manager

Functionality and Upgrades

The wait list functionality is the coolest thing Luma Health has to offer. When we schedule someone,...

Sep 2021
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

I don’t like the way that Luma Health bills us. They recently changed their billing format, and now...

Sep 2021
||
(0)
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 or  to see details.

Manager

Service and Support

Service from Luma Health is pretty good. We communicate with the service people via email, so I have...

Sep 2021
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

Luma Health dominates the market in terms of the number of texts we send out. We pay one fee and can...

Sep 2021
||
(0)
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Related Articles
Article
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Finding a One-Stop Shop in Patient Engagement Platforms
19 March 21    |   Adam Cherrington and Dan Czech
The focus of the Patient Engagement Platforms 2020 report is which vendors are capable of providing a one-stop shop solution for patient engagement.



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