Luma Health
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Product
The product has a pretty robust set of features. We only use the system's appointment confirmation...
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Culture
Luma Health has been a blessing for us. The vendor prides themselves on innovation and really...
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Value
The vendor doesn't charge us for professional services every time we talk to them or get information...
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Product
I don't know how much of the general patient population is tech savvy, but our patients seem to...
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Value
We do not get the ROI that the vendor heavily promoted. We were told the system would improve show...
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Product
The product’s interoperability is one of its biggest factors, although Luma Health doesn’t market...
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Loyalty
We didn't do an exhaustive search of Luma Health’s competitors; at the time we bought the system, it...
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Relationship
Sometimes the vendor doesn't meet their timelines, but currently, there are no unmet commitments.
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Operations, Product
The platform and its UI have been very stable. We don't get notified when upgrades happen; they go...
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Operations
The implementation of the product was painful. I split the blame between the vendor and us, but it...
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Product
With Luma Health, the login information required to look at private text messages has been a little...
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Product
The consistency with Luma Health is good, and it is very reliable for actually texting patients.
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Operations, Product
It seems that Luma Health has a difficult time managing how to serve different EMRs because some...
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Value
We use Luma Health's products every day. That is how we send out visit reminders to patients. We do...
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Product
Luma Health is pretty easy for the patient and very simple for office staff. Luma Health works. It...
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Loyalty
Luma Health's product is probably not part of our long-term plans. We use Luma Health's product for...
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Culture
We got a pretty good deal with Luma Health. And depending on where we were, what we were doing, and...
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Relationship, Operations
Luma Health provided solid support for the go-live. It went fairly smoothly. If there were mistakes,...
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Loyalty, Operations, Value
We saw an improvement when we started with Luma Health. When we implemented Luma Health's product,...
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Culture
Luma Health's system drastically reduced the number of calls coming into our call center, and that...
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Relationship
Luma Health was proactive. They were up front about sunsetting their telehealth module; they let us...
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Loyalty, Value
We love the system. It absolutely helped us lower our calls in our call center. The issue with Luma...
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Value
Luma Health avoided charging for everything. That is what we liked about them. Now, the vendor of...
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Operations
The implementation with Luma Health had no issues or hiccups. It was done within a matter of a few days....
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Product
The ease of use for Luma Health is satisfactory. We have gotten feedback from many patients saying...
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Operations
Luma Health communicates back with us, and they try to support us. When we had training from Luma...
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Loyalty
We haven't done any recent upgrades with Luma Health because we have been trying to resolve other...
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Relationship
I have not had Luma Health reach out about any potential problems. We have had issues, and they have...
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Product
Self-scheduling is Luma Health’s Achilles' heel. That piece doesn't meet our needs well and could be...
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Product
We use Luma Health for a variety of uses like reminders, wait lists, self-scheduling, and...
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Operations
Luma Health could improve their training by adding a bit more customization and then maybe updating...
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Product
It would be really awesome if there were a way to catalog patient photos in Luma Health’s platform....
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Relationship
The vendor responds pretty quickly but only if we message them first. We do not have a single person...
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Product
We use Luma Health's platform to send text messages, and it works, but it definitely does not work...
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Product, Value
Our patients are not responding to the Luma Health review. We have received a bunch of negative...
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Culture, Value
We would purchase Luma Health again if the vendor let us only purchase the review part and gave us a...
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Operations, Product
The end users are well versed in the product; I have a well-educated team. Learning how to utilize...
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Product
We have been able to turn on a lot of features and functionality even though we have had some...
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Loyalty
We chose Luma Health because they were willing to partner with us. They didn't shove anything down...
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Relationship
Anyone on my team can reach out to Luma Health anytime and get an answer in less than 12 hours.
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Loyalty
Luma Health will be given a run for their money when other well-paid vendors start to make products...
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Culture, Relationship
Luma Health keeps all of their promises. We need to do a better job of being specific about what...
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Loyalty, Relationship
Luma Health knows that we stand behind our EMR first. We know our EMR is continuing to improve in...
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Product
We are using Luma Health as our SMS gateway. Foundationally, that is the widest scope for Luma...
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Product, Value
From the patient experience standpoint, Luma Health allows us to take workflows and automate them,...
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Loyalty, Operations, Product
One of the benefits that we have with Luma Health is that it is integrated with our EMR. Our staff...
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Culture, Value
We have had zero charges outside of our agreement with Luma Health. The agreement and the way things...
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Culture, Value
The quality of the Luma Health product has been fantastic. The product works as promoted, and its...
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Culture, Loyalty, Relationship
The product does what Luma Health told us it would do. We keep thinking about new things, but as...
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Operations
To improve the training, some premade materials might be easier than what we got. We have had some...
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Relationship, Operations, Value
The success we have had with Luma Health has been very tangible. I have really had a positive...
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Operations, Product
In terms of upgrades, I have never had an issue where the system has told me I need to change...
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Loyalty
We wanted to try to pair Luma Health with our other app, and things didn't quite work out that way,...
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Operations, Product
In terms of ease of use, there were some things in the product that were a little tricky to catch on...
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Relationship
The vendor has always reached out to check in, to see what is going on, and to see whether they can...
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Product
The vendor could improve the filtering mechanisms and the way that we manage or check on the texts,...
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Operations, Product
There are many intuitive parts of the product, but the upload process doesn't feel as intuitive. We...
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Relationship
We have a love-hate relationship with the vendor. We absolutely love the product; it is a game...
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Relationship
We are pretty communicative when we need something, and Luma Health is always really receptive. They...
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Relationship, Operations
When we are implementing new features, we are constantly asking our staff to give us examples of...
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Operations, Operations
When we used Luma Health previously, the training was easy and really helpful. The vendor is working...
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Culture, Value
With Luma Health, we know what we are being charged for. The programs and features that we have are...
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Relationship
Luma Health has had a lot of changes in their customer success managers over the last few years.
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Product
The system has all the functionality that we would need, though not everything is being used as it...
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Relationship
We have found Luma Health to be very technically competent. With the right people assigned, the...
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Product
The integration between the Luma Health product and another product is further along than the...
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Culture
Luma Health’s project management and timelines are my biggest frustrations. The vendor has fallen...
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Culture, Operations
There are some things that the Luma Health implementation teams haven’t provided, but I am not sure...
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Loyalty, Operations
Some of the delays in the Luma Health implementation were on our side, and we talked with the...
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Product, Value
The system is not really impressive, but it has been sufficient for what we have asked of the...
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Loyalty, Relationship
As of now, Luma Health is the most likely long-term partner, but that depends on what other vendors...
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Product
The quality of Luma Health’s product has been pretty good, and it has been pretty effective.
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Product
There are certain things in Luma Health that we have needed to do in terms of configuration that...
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Relationship
Whenever I need somebody from Luma Health and reach out via text or phone call, I get a very quick...
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Relationship
Luma Health is motivated by success in how we are using things in use cases.
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Relationship
Something that other potential Luma Health customers would be interested in knowing is that Luma...
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Product
Overall, the Luma Health platform does really well on a few core items. There are some things that...
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Product
We have an integration point sharing data from our EMR to the Luma Health platform. Luma Health's...
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Loyalty
Prior to using the Luma Health platform, we were using some of the features within our EMR, and they...
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Relationship
The vendor stays in tune with their customers, and they try to make the platform what we need for...
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Product
There is one area in our contract that we haven't utilized because we haven't found a way to make it...
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Product
The product is so user friendly, intuitive, and simple. For my team in particular, the piece of the...
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Product
The component that needs more development is the forms and online scheduling in particular. Those...
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Product
The product’s wait list is really helpful because it reads cancellations no matter whether they are...
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Operations
We had a bit of a rocky start with the product because we went through multiple different...
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Product
The vendor has new technology, but it is not currently meeting our needs. I can see it meeting...
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Relationship
The quality of the support depends on the support tech we get. Some of the techs are super helpful,...
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Relationship
One of the biggest things that I have learned working with Luma Health is to just ask questions....
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Relationship
Our end users have told us they all love Luma Health. We have been impressed by Luma Health’s fast...
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Product, Value
One benefit is our ability to access the system without a username and password. That is huge.
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Relationship
Every person at Luma Health has been professional, helpful, friendly, sincere, and wonderful. I...
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Operations
The vendor's team members are great, but Luma Health would benefit from understanding each EHR they...
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Product
From the statistics that Luma Health feeds us, we can see that the ease of use for the patient is...
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Relationship
We need very little support with Luma Health, but when we do need support, we get very high-quality...
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Culture, Value
I do not feel nickel-and-dimed. Luma Health lives up to whatever they contract, and they don’t add...
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Relationship
I would definitely recommend Luma Health. With Luma Health, everything is straightforward and above...
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Loyalty, Relationship
In terms of patient engagement, everything is there in the Luma Health solution, and the vendor...
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Relationship
When we call the support team, there is always something different, and the support people don't...
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Relationship
Luma Health usually knows about a problem before we do, and they tell us right away.
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Relationship
We had to get Luma Health's upper level involved because things weren't happening. When the upper...
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Product
The Luma Health platform is very user friendly. We do get a good response when we use the platform...
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Product
There are a lot of things that we have to manually upload to the Luma Health platform, and I would...
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Operations
Luma Health’s training is good. But not everybody wants to search for help on every little topic....
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Relationship
One of the things I would like to see with the support team in terms of responsiveness would be a...
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Operations
The vendor could provide more training and make training more easily accessible. Luma Health hasn’t...
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Product
Luma Health is relatively easy to use, but patients typically get only a text message. Sometimes...
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Relationship
Luma Health’s technical support team is good. Luma Health is one of the better vendors we have. They...
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Product, Value
We have a problem when we have to send out a mass text to all our patients. The tool’s interface...
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Loyalty
I think that we will have the same satisfaction in a year that we do today. We have standing...
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Product
We would like to see better ease of online scheduling for patients in the form of less friction. It...
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Product
Luma Health doesn’t integrate with some of our other solutions. We have to do a lot of manual...
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Product
Luma Health is fairly simple for our patients. We have two options for interacting with them. One is...
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Relationship, Product
There are a lot of different features in the product, and Luma Health is constantly developing...
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Operations
With Luma Health, the majority of the implementation work is done before the go-live, and that work...
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Operations
For training, I prefer somebody to be on-site if we are launching something. The vendor’s training...
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Loyalty
The reason that we decided to go with Luma Health to begin with was the product's functionality. The...
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Loyalty, Relationship
Luma Health's strongest point is that they don't want us to fit into their mold. They want to fit...
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Product
I would like to see a bit more transparency with staffing productivity. If a staff member loads...
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Relationship
The vendor tends to surprise me with new things they develop on their own, and I get excited. I...
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Product, Value
One of our major goals was to give patients access whether we were open or not. The product promotes...
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Product
We have had a good experience with Luma Health. They have been flexible with us regarding...
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Relationship, Product
If there are any places where we are looking to evolve, we want more two-way communication...
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Loyalty, Product
The Luma Health product is autonomous to providers; it is part of what happens in all our...
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Loyalty, Relationship
We have invested a lot of time and energy in our partnership with Luma Health, and they understand...
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Relationship
Luma Health has a vision. Some of the things that I have brought to them they were already...
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Relationship
I have an executive sponsor and easy access to the vendor’s C-level people. They are good about...
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Relationship
Luma Health has a status page that is monitoring all their things in real time. That is very...
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Culture, Relationship
Luma Health delivered some of the things that we asked for that weren't even part of the road map....
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Culture, Loyalty, Product
Luma Health has demonstrated that they have a clear product road map and a strategy that is all...
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Relationship
Luma Health can do some really impressive and complicated things that are unmatched by the peer...
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Relationship
Luma Health is growing really fast, and we are feeling some growing pains. For instance, sometimes...
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Culture
There was a feature that we discovered we would not be able to have after we had signed the...
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Loyalty
Luma Health was recommended by one of our former directors. That person had done some research....
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Product
The patients find it very easy to use Luma Health’s system to book vaccination appointments.
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Operations
Luma Health was awesome for the implementation because the implementation was supposed to take a lot...
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Loyalty
We looked into multiple vendors, and none of them except Luma Health could do what we wanted them to...
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Operations
Luma Health needs to work on their implementation process; it needs to be a real process. For our...
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Operations
The biggest challenge we faced during the implementation with Luma Health was integrating the system...
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Operations, Product
We had a bit of initial work that had to be done with the landing page and visibility for patients....
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Loyalty
We are looking at doing some integration between Luma Health and our EMR vendor. I know that Luma...
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Loyalty, Product
Taking patient forms and registration to the next step with Luma Health would involve integrating...
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Relationship
Luma Health has been very easy to work with. Their support team has been responsive to any of the...
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Relationship, Product
The functionality of the system is very good; the issue is the integration piece and how we can...
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Loyalty, Relationship, Operations
Luma Health was very easy to work with from a vendor standpoint. We received comments from some of...
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Relationship, Product
We have had a few kinks where reminders have not been delivered or the rescheduling of patients...
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Product
We still frequently receive provider complaints about slowness in Luma Health.
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Culture
We have had a lot of problems with our wait-list feature. We are not using that. We don't have all...
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Relationship
We have open tickets related to using the vendor's products, and Luma Health sends emails saying...
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Product
With Luma Health, the problem that I have is when I go in to see a patient, the patient sometimes...
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Operations
The biggest issue that we have seen is the turnover at Luma Health. We have changed hands a few...
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Operations, Product
We have used the system's blast-messaging feature quite a bit for all kinds of patient initiatives,...
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Loyalty, Relationship
Luma Health is growing very fast, and their support and development are not catching up to the needs...
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Relationship
Luma Health started well, but now they have expanded too quickly, and their key support staff is...
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Relationship
Luma Health’s leadership met with us, but that meeting wasn't initiated by the vendor. We requested...
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Relationship
We are pretty happy with Luma Health. I feel like I could send an email or pick up the phone and get...
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Product
I use Luma Health to communicate with patients from the beginning. For example, when we receive a...
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Relationship
The vendor's communication following a ticket takes too long. Once we turn in a ticket, we get a...
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Relationship
Luma Health has a great support team. They are eager to get us solutions to our issues; they are...
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Operations
There just seems to be less training, and maybe that is because there hasn't really been a need for...
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Relationship
Luma Health is growing and getting better and better as time goes on. If I were speaking to an...
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Relationship
Luma Health recently had a security issue, but they notified us. The vendor has been great to work...
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Loyalty
Luma Health is not part of our long-term plans. Our expectation is that our EMR vendor will step up...
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Culture, Relationship
Luma Health oversold us a bit. They implied they could do more for us than they could. Now we are...
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Loyalty
We decided to move away from Luma Health due to certain aspects of the product not working as...
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Operations
The vendor has a good product but not good training materials. We have developed our own training...
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Product
The product's reporting aspect is really subpar but has potential.
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Product
Overall, we are fairly satisfied with Luma Health, but we are less satisfied with the analytics due...
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Loyalty, Relationship
The vendor’s support is the reason we switched to Luma Health. Our account representative will...
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Culture, Value
If we add a new platform and only want part of the platform, Luma Health will work with us not to...
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Product
When we are using the secure chat hub in Luma Health, patients struggle with knowing how to respond.
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Operations
We had some little hiccups during the implementation process. I was doing a lot of testing on my...
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Product
I don't feel like Luma Health is integrated well enough with our EHR for our documentation to flow...
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Operations
Luma Health could be more user friendly. When we took on this product, we began to use it, but we...
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Relationship
The vendor alerts us and is constantly sending us periodic emails asking us whether there is...
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Relationship
Luma Health has had some recent turnover that has affected us in a negative way. Things have not...
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Product, Value
Luma Health’s product is relatively intuitive. It does a superior job of implementing and executing...
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Product
Luma Health integrates well with our EMR, and that is great because we have frequently had...
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Product
There is a bit of clunkiness around secure text messaging with patients with Luma Health, and there...
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Loyalty, Product
We have had some barriers with the option to do mobile check-ins that flow into our EMR. The vendor...
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Operations
The implementation with Luma Health was very smooth, and they worked side by side with us. We were...
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Operations
Our organization is very needy in a way. We want what we want, and Luma Health definitely gives...
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Loyalty
Our director found out that our EMR vendor has an SMS solution or application, and down the road, we...
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Operations
We have not utilized any additional functionalities, so we have not needed a lot of additional...
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Product
We have struggled with our mobile check-in lane and our discrete field mapping for our forms. We...
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Relationship
Luma Health’s upgrades could be more impactful. They are doing great things on their road map, but...
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Product
We have rolled out several different departments within our organization to use Luma Health as the...
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Relationship
Luma Health has very timely support depending on how critical the issue is, and they also do a great...
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Relationship
Luma Health has continued to innovate and add features that outpace what we have in our EMR. There...
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Product
The system's broadcast messaging feature is great. Our staff members are raving about it. We don't...
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Operations, Product
When it comes to integrations, Luma Health is totally on board with what we are trying to do. I...
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Loyalty, Relationship
If I need to contact an executive from Luma Health about anything, they are always super helpful,...
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Operations
We have had some issues with some of our implementations. I don't know whether those are necessarily...
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Loyalty
We are always looking for opportunities to utilize Luma Health. I have had a few of our...
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Loyalty, Relationship
Luma Health's tool is a big tool and is part of our goals for interoperability. The vendor is...
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Product
There has been a bit of inconsistency in some of the product's functionalities, and Luma Health...
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Relationship, Operations
Luma Health does a very good job of giving us a lot of control, tools, and customization. The...
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Operations
We were left with a lot of the responsibility for training. We could have gotten more support from...
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Product
There have been a couple of little glitches in the software of late. Up until this point, that...
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Product
Some of the things that we are using from Luma Health are incredibly easy while other things are a...
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Relationship
When I use the vendor’s help desk ticketing system, I don’t get the feedback that I need. If I send...
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Relationship
Luma Health has been the best vendor that we have worked with by far that integrates their product...
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Loyalty
I believe that we will continue to find value and continued options for using Luma Health's product....
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Operations, Product
The system is easy to use, easy to implement, acts as a plug-and-play product, and is customizable...
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Relationship
We can go to Luma Health if we have issues, and they figure out ways to make things work almost 100%...
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Relationship, Product
Luma Health has a built-in alert system. Emails and text messages come across to let us know when we...
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Relationship
Luma Health is willing to escalate issues to any level, and not because we call 50 times. They...
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Product, Value
Since we started with Luma Health’s online scheduling piece, we have been able to replace or move...
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Product
Our IT team said that the integration with Luma Health was one of the smoothest integrations they...
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Operations
The Luma Health product is so easy to use, and that is one of the things we really like about it....
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Product
In Luma Health, we wish that we had the ability to write back more into our EHR. Our staff is almost...
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Product
The Luma Health software is laid out cleanly with a lot of white space. It is almost like the...
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Product
One of the things that Luma Health could work on is the product's integration with certain EHRs. We...
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Relationship
Luma Health’s support has been very good lately. I have access to executives, and I don't have a lot...
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Relationship
Luma Health is responsive to our tickets when we put them in, but we spend a lot of time trying to...
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Product
There are too many ways to do too many things within Luma Health. That format is not beneficial in...
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Relationship, Product
The documents that Luma Health uses for support aren't consistently labeled. Unless we happen across...
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Relationship
Luma Health has had a lot of growth really quickly, and their follow-up and the ability to stay in...
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Product
Luma Health would benefit from having a little more connection to some of the real-life things that...
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Loyalty, Product
Luma Health could do more detailed integration with each EMR vendor. A big thing for us is working...
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Product
Luma Health’s integration is not fully there with our system and we have to keep two different...
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Product
I wish Luma Health would allow us to add to the product, but they still offer enough features for...
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Operations
Luma Health’s salespeople are really good and very timely. Their implementation people seem to have...
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Value
Just because of the way we were able to have patients cancel their appointments, we had significant...
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Operations
Working with Luma Health and installing the product was a low lift for us. It was one of the easiest...
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Product
Luma Health has done a great job of delivering new technology. Luma Health is very cognizant of the...
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Loyalty
Luma Health is not doing everything that we want it to do. Our long-term plan is to get an EMR that...
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Product, Value
Luma Health is not doing everything, and there are issues, but I would buy it again. It is better...
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Value
Luma Health is starting to charge us for every little thing. Luma Health’s communication is not the...
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Relationship
The people that are empowered to solve our problems are very receptive and want to help, but we...
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Operations
Luma Health didn't hit their development timelines. The developments were a shared responsibility,...
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Operations
We had a big hand in scoping Luma Health the way that we did, so the product does a lot more than we...
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Loyalty, Relationship, Operations
Luma Health has a ticketing system. Luma Health is funny because they have been incredibly...
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Loyalty
We don't have long-term plans with the product. I could see us keeping or replacing the product. In...
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Operations
For my role specifically, Luma Health has a self-service business model. They want their end users,...
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Relationship
The support from Luma Health is very good. The vendor's team is very responsible. We have a whole...
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Loyalty, Value
We are continually evaluating Luma Health's impact on our organization, especially with a lot of the...
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Relationship
Overall, the quality of the product, the team, and the organization is amazing. The vendor is really...
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Value
Luma Health is certainly a step up from what we previously used. Luma Health works exceptionally...
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Relationship
We have a particularly strong relationship with Luma Health. The vendor has definitely gone the...
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Operations
Across the board, it is difficult to set up an implementation plan that is 100% perfect. Every...
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Product
Luma Health meets all our needs that I can think of. I am really pleased with what the system does.
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Relationship
My only complaint with Luma Health is that there is no phone number for the support team. We can’t...
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