Luma Health Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Product
Luma Health needs a little more work on its front end. The solution is still a little clunky, and it...
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Relationship
One of Luma Health's strengths is that they are very equipped to pivot on a lot of things. The...
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Loyalty, Relationship
Luma Health has a lot of meetings with us. They are proactive, and they talk about their road map on...
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Operations, Product
With Luma Health, we have very few problems with integration or with the product going down. The...
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Operations
Luma Health offers quite a few things for training, but their use depends on what an organization is...
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Operations
Our implementation was incredibly seamless. Luma Health has a relationship with our EHR vendor. That...
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Operations
Luma Health's training is wonderful. We have regular meetings with the vendor where we can touch...
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Relationship
Luma Health's support has been phenomenal. It is multifaceted. We have an online ticketing system...
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Loyalty, Value
We have achieved a lot with Luma Health. The main component of the system that we are looking for is...
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Value
I would recommend Luma Health to virtually anyone without hesitation. That is mainly because Luma...
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Loyalty
With Luma Health, we did a full RFP. We looked at numerous companies that were in this space. We...
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Relationship
Luma Health has a lot of updates. There are features in it that we have to pay extra for. A lot of...
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Loyalty, Product
With Luma Health, I would like to have a bit of a better interface with our medical record, meaning...
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Product
The key thing with Luma Health is that it has a bidirectional interface, so basically, as I receive...
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Product
Luma Health is still new and cutting edge. For some patients, it is a different track than what they...
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Operations
In the beginning, we had the understanding that the LumaPay aspect was already set up with our EHR,...
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Loyalty, Product
I think we will be very happy once the LumaPay aspect goes through effectively. One of our main...
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Relationship
With Luma Health, our product success manager is notified as soon as we enter a ticket, and we get a...
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Relationship, Value
I would characterize the relationship with Luma Health as more of a partnership. We are in a...
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Product
Luma Health is working on AI, like with transcriptions. I don't know whether that is coming, but...
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Value
The biggest change initially from using Luma Health was the reduction in patient cancellations, but...
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Product, Value
Since we started using Luma Health a long time ago, there has been a dramatic reduction in no-shows...
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Operations, Value
I would absolutely buy the product again. However, if I could go back, I would do things...
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Culture
The vendor has worked with us on prices because they understand the situation we are in. We can't...
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Relationship
The vendor's executives are easily approachable and readily available. We are going to get ahold of...
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Loyalty, Relationship, Value
The vendor's service is still great. Luma Health is on top of things, and they are very willing to...
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Culture
If I went back a few years ago, I would definitely buy the product again. But more recently, the...
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Product
Luma Health is willing to have a very high-quality product, although there are just some instances...
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Culture, Relationship
We actually do occasionally work with some of the vendor's executives directly. Lately, that has...
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Product
The outcome we still need to see from the product is clinical intake form utilization.
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Value
Luma Health is very good at delivering on their product promises and providing value. In terms of...
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Product, Value
With the product, the outcomes that we have seen have been a reduction in no-shows and an increase...
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Loyalty, Relationship
The quality of the vendor's support has ebbed and flowed over the years, so it will be good for a...
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Relationship, Product
As far as ease of use for patients goes, the vendor accommodates almost every customer need that we...
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Relationship, Product
The vendor is willing to make any connection work. They have a willingness to integrate with any...
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Relationship, Value
We have seen decreased no-show appointments as a result of engaging with Luma Health. We love the vendor....
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Value
I would like functionality from Luma Health to save our place in line.
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Relationship
Our EHR vendor should become like Luma Health. They also need to be able to work with partners like...
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Product
Luma Health could really improve their check-in process. They can do all of our registrations, but...
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Product
Accessibility and scheduling with a care team are some business problems that aren’t being solved....
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Value
We are an Epic shop, so the first thing that we have seen using Luma Health is an increase in Fast...
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Product, Value
An anecdotal outcome we have seen from Luma Health is improved front-desk and clinician or employee...
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Product
The ability to schedule or reschedule with a different clinician is lacking, and in the same regard,...
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Product
Some business problems that are not currently solved for are in the realm of patient payments....
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Loyalty, Relationship
Luma Health has a small enough team that we can sit with their executives and give them feedback....
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Relationship
I am extremely satisfied with Luma Health and their product. One differentiating factor with them is...
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Loyalty, Product
We use Luma Health for a number of different items. Our most prominent use case is around...
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Relationship
Luma Health is very easy to work with. They have gone out of their way to customize solutions for...
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Product
Beyond appointment reminders, Luma Health also has a chat hub where we can chat directly with...
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Loyalty, Relationship, Product
Luma Health has been very helpful in dealing with our patients. We have a large organization, and...
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Relationship
We have a good relationship with Luma Health, and we meet with them regularly. We receive a lot of...
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Relationship, Operations
Users have to know the product at a high enough level to have realistic expectations going into it....
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Product
We are still working through some of the quirks with the system's end-user reports at an...
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Operations, Product
We have received very good feedback about the system's ease of use from our patients. The system is...
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Product
We use Luma Health mainly for the reminder messages that we send to patients. We send reminder...
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Relationship
Overall, my experience with Luma Health has been great. Their technical support team really is...
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Loyalty, Product
We have Epic with MyChart and a lot of Epic capabilities, so there is a lot of functionality that we...
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Loyalty, Product
Something that isn’t currently being solved is a way to process patients’ scripts and orders faster....
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Product
Luma Health should figure out ways to connect patients with the correct providers through...
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Loyalty, Product
We use digital call deflection for scheduling certain procedures, so a patient calls our call center...
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Culture, Value
Luma Health has a lot of great products, and a lot of their products are very beneficial, but the...
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Product, Value
With ease of use for our elderly patients, we have found a decent number of patients erroneously...
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Value
Our decrease in no-show rates has been our most successful outcome. That is initially why we reached...
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Operations, Product
Luma Health is fairly easy to use. I wish there were some better ways of ID verification, but I'm...
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Loyalty
We are having active conversations about whether to keep Luma Health. I would probably answer no at...
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Operations
We have really struggled with Luma Health because they have promised certain dates for certain new...
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Relationship, Product
Luma Health definitely supports integration and wants to work on integration. We are kind of in the...
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Product
The biggest thing we want from Luma Health is more flexible, deeper integration with our EHR vendor....
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Relationship
Luma Health’s support team is very good. My biggest fear is if we make a change at some point.
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Relationship
I have had some conversations with Luma Health about specifically the test and production...
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Product
I would like to see injury triage from Luma Health. I basically want an app-based or mobile-based...
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Value
The biggest outcome we saw from using Luma Health was online scheduling; when we started, we had...
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Loyalty, Product
The biggest business problem that we are still seeing is that we are still struggling with the...
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Relationship
Luma Health is good. We continue to engage with them and utilize more of their products. They...
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Relationship
We love Luma Health’s assignment of subject matter experts at the individual project level to work...
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Product
Prior authorizations and the financial piece are two areas we are still having trouble with Luma...
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Value
Last year, our biggest return on investment from Luma Health was with our no-show rate reduction....
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Product, Value
The product itself lends a tremendous amount of control at the organizational level. We don't...
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Relationship
Luma Health is great. I highly recommend them. I would be happy to be a reference at any time for...
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Relationship
When I am thinking about being proactive, that is based on how often the vendor communicates, how...
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Culture, Product
Luma Health has been great. It integrates solidly with the EHR and PM systems. Luma Health is easy...
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Loyalty
Luma Health is not part of our long-term plans. It is integrated with our EHR today. Based on the...
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Relationship, Product
There are times when there are glitches in the system, and we have to talk to our representative to...
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Product
Luma Health may not be compatible with everyone's systems, but for the most part, I would recommend...
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Relationship
We have a lot of people who are older, and Luma Health primarily texts our patients, so sometimes...
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Operations
Once our end users have the training, they are good with Luma Health's system, but the solution is...
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Product, Value
We are very happy with Luma Health's system because we can put our referrals in there, and that is...
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Relationship
Luma Health’s tech person is awesome. We do have an account manager, but we can get a real IT person...
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Relationship, Operations
When we implemented Luma Health's system, there was one point person, and they were very good. They...
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Loyalty, Product
We are just really glad that we have Luma Health's solution back because it works so well compared...
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Relationship, Product
Luma Health is good about updates. They stay current, and they are much better than other vendors....
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Culture, Relationship
I would probably not buy the Luma Health solution again. In the beginning, I was disappointed that...
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Relationship, Operations
With Luma Health, our office staff members struggled mightily with understanding workflows, how to...
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Culture, Value
With Luma Health, it seemed like everything was a module and everything else was an upcharge. Every...
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Relationship
Luma Health’s software is on top of things. The only thing we would like to see would be a little...
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Product, Value
We have Luma Health because their no-show options and their feedback are so critical to us. The...
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Operations
Luma Health’s support is good, but there is always room for improvement. For example, we still have...
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Product
Luma Health’s layout of the screens and its format are really user friendly. The system works super...
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Loyalty
Luma Health is always coming out with new ideas and things that could help, but we don't use their...
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Operations
Luma Health is a very intuitive platform. Even though it is a separate dashboard that people have to...
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Relationship, Operations
During implementations, Luma Health assigns organizations a customer service manager and an...
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Operations
We had a bit of a rocky moment with Luma Health during one implementation, even though our...
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Relationship
Luma Health's people communicate with us. They always let us know where they are with things, and...
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Relationship
When we need support, Luma Health will call us within minutes on the same day.
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Value
Since we started to use Luma Health's system, we have seen an increase in our net promoter scores...
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Product, Value
Things with Luma Health are mostly done via text, so things are quite simple on the patient end. The...
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Relationship
In the past few years, we have had many different managers assigned to us. Internally, Luma Health...
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Product
Luma Health is pretty darn easy for the patients to use. The only hard part is that there is always...
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Loyalty
Luma Health’s ease of use for the office staff is getting there. Things are a little hard because...
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Culture, Operations
In our experience, Luma Health is overpromising and underdelivering. We were promised something and...
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Operations
We don't really do a lot of training for Luma Health. Our model is that the vendor trains us, and...
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Relationship, Product, Value
Luma Health tries really hard, but they are not quite there yet with integration. They really need...
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Relationship
Luma Health’s support is unbelievable. It is rare that I submit a ticket and don't get a response...
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Relationship
Luma Health's executive involvement has been on the lower end. We had a strategic planning meeting,...
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Loyalty, Relationship
We have had some challenging projects recently that have not been the best, and our satisfaction...
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Culture, Relationship
The vendor has very good people who work hard to understand our problems. However, they can...
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Relationship
Luma Health is really responsive and supportive. We just don't get that from all the vendors. Luma...
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Product
It has been hard for all of the information to flow back and forth between the Luma Health platform...
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Relationship
We want Luma Health to work with us to streamline or use technology to make processes easier for patients....
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Operations, Product
We rolled Luma Health out quite some time ago, and the patient engagement percentage rate is very...
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Loyalty, Relationship
I have no issues with getting somebody from Luma Health to listen to me, whether that is to discuss...
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Product
For Luma Health, the challenge they have now is our EHR vendor is rolling out their own online...
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Loyalty, Product
I would buy Luma Health again if the vendor fixed their reporting. But I would not buy Luma Health...
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Operations
When it comes to training, there is a difference between tech folks and operations users, and I...
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Product
There are some things that would be nice to have that Luma Health doesn't have, but by and large, it...
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Relationship
Luma Health is always developing new features. That is really nice. They take our feedback and...
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Relationship
I work with Luma Health often, and their tech support is phenomenal. I love that. The vendor's...
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Relationship
One thing that we have been really disappointed about with the vendor lately has been their...
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Operations
Luma Health is pretty good at implementations, but they initially promote products that might not...
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Product
The system is really easy to use. That is one of the best things about it. It has a smart wait list...
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