Luma Health
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
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User Commentary
The vendor keeps the majority of their promises. I don't know a vendor who keeps all of their promises....
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People ignore calls and texts from outside their local area. The Luma Health solution constantly...
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For what Luma Health intends for the product to do, the product does a great job. For the price we...
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Luma Health is phenomenal. They are one of my favorite vendors. I love the vendor's people.
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The biggest benefit to Luma Health is that it is fully integrated into our EHR. We can customize it...
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Luma Health is part of our long-term plans. We were having challenges with patient outreach and...
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The implementation was very easy and hassle free. I am not an end user, but based on what I hear,...
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Luma Health has been a good partner. We have been having good discussions with the executives. Luma...
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One reason we went with Luma Health was that they had comparatively lower prices than the other...
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I like having regular meetings to touch base with the Luma Health staff so that things don't fall...
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If someone is trying to implement the system and work with Luma Health, they need to make sure to...
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Luma Health tries to make their platform as functional, friendly, and intuitive for the patients as...
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There is a bit of a learning curve to the product. The vendor has multifactor authentication, which...
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From the beginning, we defined a consistent contract with Luma Health so that we could allocate...
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The application is so simple that there isn't a whole lot of training. Occasionally, we find some...
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We have been using Luma Health for a while and are consistently adding more. We originally started...
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Luma Health follows through with ticket resolution and keeps the product working. They verify...
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I haven't been able to prove any issue that was not because of misconfiguration on our end. Every...
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We have open communication with Luma Health. They call and check in with us, and we bring forward...
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Luma Health makes patient outreach easy for our organization. A lot of our patients are very tech...
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The integration was simple. The vendor asked questions, and we answered the questions. The vendor...
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Luma Health is consistently adding new products, and they are all of high quality. The products are...
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I don't get many complaints from the patients when they get text messages from the software. I have...
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The web support is simple. We can go in online and put in a ticket on the vendor's web portal or...
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Most of the time with software vendors, the service is reactive. The vendors get information from us...
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The outcomes that come from the product are definitely tangible; we see the numbers. We can see the...
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Luma Health is priced very efficiently. We started out when the software was newer, but it is very...
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I always recommend Luma Health; I talk about it to everyone. I get calls all the time where people...
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As Luma Health grows, the quality of their customer service goes down a little, but that is...
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Our initial training from Luma Health was great. The vendor doesn't do a lot of formal training...
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We are still very happy with the Luma Health product. For the most part, our patients don't have any...
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When Luma Health first started doing payment collections, they were a bit limited. We haven't...
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Luma Health's reminder system is super easy. It is automatic, so patients get text messages to...
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Everything has improved by using Luma Health, including our confirmation rate. Our no-shows have...
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When we first did online scheduling, it was before Luma Health introduced Patient Scheduling+, so...
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Luma Health has been doing better with communication and putting in new products and features with...
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Luma Health is usually pretty responsive with tickets, so I have never had any issues with them....
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Patients are not missing as many appointments now because we have easier communication with Luma...
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The people who have difficulty with the product’s ease of use are the people that aren’t computer...
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Since the update of the cloud with our EMR, we now operate on the cloud. We lost the ability for...
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The system has been the same for a little while now. I don't know how quickly Luma Health is working...
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Luma Health's preset texts definitely help us. We had a natural disaster, so we needed to venture...
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We were talking to a company recently that offers not only reminders and follow-up feedback but also...
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Luma Health's system has been a decent confirmation solution. 90% of the time, we have no problems,...
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We have an issue with the integration of an extra schedule. We have worked with Luma Health and...
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We don't ask too much of Luma Health for training, but if we need any help with anything, they are...
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The system has done what we needed. It is pretty easy. We use the system primarily as our reminder...
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My contact at Luma Health is always competent. They typically answer all of my questions within a...
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Luma Health's customer service is great. They are always Johnny-on-the-spot with any issues,...
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The solution's ease of use is great. It meets our needs, and we can integrate it with our workflow....
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I wish that when I sent out a message to a patient, I could get an email or push notification that...
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I would tell anyone who is looking in to Luma Health that it would be a time-saver for their staff...
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Luma Health offers a patient feedback piece. Patients can score us, and then they can also be...
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Within the past four or five months, it has taken a long time to get issues resolved. I don't know...
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Luma Health doesn’t really provide hands-on training. If we have questions, they will direct us to...
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Luma Health's communication platform is great. The provider and patients like reminder calls. We can...
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Luma Health has been fantastic to work with. Their response times are, by far, some of the greatest...
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We are currently working with Luma Health on an enhancement to our referrals capabilities. We have a...
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We chose Luma Health because we saw what they were able to provide, and we saw something more in...
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Our patients don't like to click on a lot of links, and Luma Health can be fairly link heavy,...
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Luma Health sends out their fair share of emails, but it would be nice to have someone to actually...
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Luma Health is top notch on implementation and upgrades, and they are excellent at keeping their promises....
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Luma Health's solution is such a powerful product for being proactive about getting people in and...
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Luma Health is a good platform. The vendor built a self-scheduling link, and that is super useful...
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When we were first looking at platforms, we were looking for certain features that Luma Health told...
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We save time by not having to do confirmation calls, referral calls, or re-calls. We save a lot of...
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We are able to design workflows based on the responses from patients. For example, with our NPS, we...
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We have used Luma Health's software heavily for the preappointment confirmation process in terms of...
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I like the ease of working with Luma Health. They are very easy to get ahold of. I can shoot an...
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We have used Luma Health for the post-appointment process. We can text patients and ask how likely...
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We have used Luma Health's software for ad hoc messaging. It calls the patients that haven't come in...
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The product is mostly free. We have already paid the subscription, so we are not paying to mail out...
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Luma Health's solution isn't doing something miraculously special. At the end of the day, it is a...
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It is surprising how lousy a lot of other patient engagement platforms are. Some of the major things...
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The product is part of our long-term plans, but it seems like the vendor is trying to rush into the...
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The system is very flexible, and the vendor has been great to work with. They started as a...
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We have recommended the system to other practices. I would buy it again, especially given that at...
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The initial install went smoothly, but we did have some hiccups. We had some issues, but the vendor...
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The system is very easy for us to use, and it is simple for patients. Of all the communication...
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The system is doing what we need. If a practice is looking for a system that is going to do all the...
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In the past year with Luma Health, there hasn’t been any decline in the service provided. We are...
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When we implemented Luma Health, we had an actual person go through training with us. They really...
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There is one issue with Luma Health’s integration with our EMR. When a phone number is wrong or...
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In the beginning and recently, a member of Luma Health’s C-suite has been involved. They have been...
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Luma Health is 100% better than what we had before in terms of technology, accessibility, and...
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The vendor has always been very helpful. The implementation process has been pretty straightforward...
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Using the system to message our patients keeps us from making many phone calls to the patient and...
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The vendor has many different types of prebuilt templates and things that work very well. The...
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Whenever we need anything customized, we can do it ourselves, but we also can work with Luma...
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The biggest outcome is scheduling. We originally got the system to help make sure that any gaps we...
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We have an EHR that has patient communication capabilities. However, it does not perform like Luma...
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The wait list functionality is the coolest thing Luma Health has to offer. When we schedule someone,...
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I don’t like the way that Luma Health bills us. They recently changed their billing format, and now...
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Service from Luma Health is pretty good. We communicate with the service people via email, so I have...
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Luma Health dominates the market in terms of the number of texts we send out. We pay one fee and can...
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We use Luma Health to broadcast to a bunch of patients at a time. We used it during the COVID-19...
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We don't currently have a patient portal through our EMR, so we have been using Luma Health as an...
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Luma Health always follows up with us. They even followed up with us post-implementation. They...
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Luma Health definitely takes multiple clients' concerns into consideration and uses those concerns...
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We have started using the solution's telehealth portion. That portion isn't really for messaging. It...
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Luma Health will notify us of things if we request for them to or if they have any upgrades....
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I recently had a situation where I thought that I was ready to do something new with the vendor. I...
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Luma Health is definitely on top of making sure that our products get implemented. We had some...
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Luma Health's user interface is pretty friendly for staff members. As long as a person knows how to...
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The only negative about Luma Health is that they want to target a lot of EHRs. I have seen their...
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Luma Health has been great. They were still pretty new when we first started working with them. I...
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Luma Health's regular ticketing system is reliable in the sense that someone gets to our tickets in...
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During our initial training, Luma Health had a great account manager for us. That person was...
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We have had a huge influx of patients who want to schedule appointments online, but our EMR isn't...
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Luma Health can process co-pays, but we won't do something that will give our staff members extra...
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I know that Luma Health is working with healthcare, so it has to be secure. The vendor needs to...
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The solution's ease of use is its most important part for us. Our EMR obviously offers some of the...
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We have come up with ways to use add-ons in Luma Health. For example, when it comes to the COVID-19...
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Luma Health is second to none when it comes to communicating with patients electronically. Granted,...
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Luma Health is easy for our employees to set up. It is a web-based solution, so we don't have to buy...
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It is easy to build forms in Luma Health. We don't need to do that often though. We usually keep our...
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During the COVID-19 pandemic, we needed to change our workflow. Within two or three weeks, Luma...
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Financially speaking, our wait times used to be horrible. Then, we instituted intake forms where...
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Our patients have an issue in Luma Health when they fill out an entire form and get to the bottom....
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The surgical history part of Luma Health's intake form is pretty long. The solution doesn't always...
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Luma Health has overcome a lot of hurdles, but they were inundated with companies reaching out to...
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Luma Health's implementation was seamless. My IT team said that it was the best implementation that...
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To get to one of Luma Health's customer success people, we have to jump up and down and scream. A...
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Our new Luma Health customer manager is very good. When we first started with the product, we had a...
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In 12 months, my satisfaction with Luma Health is going to improve based on my customer manager and...
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We have had a really good partnership with Luma Health. The big takeaway that we have had with Luma...
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One of the product's really nice use cases has to do with its broadcast functionality. That is a way...
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I would recommend that Luma Health improve their support. They are growing very quickly, and it is...
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A lot of the flexibility in the vendor's prebuilt content is really only around truly sending...
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Whenever we bring on new locations that don't have Luma Health yet, our clinicians are quick to let...
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We want way more integration than Luma Health is offering, and I don’t think it is coming anytime soon....
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I believe the training comes with a cost. We got free training at first. I remember that training....
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The ticket system works pretty well. The support people are pretty snappy. They try to keep tickets...
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The Luma Health system is not proactive at all. It sends automated messages, and it works on the...
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The people I work with at Luma Health now keep all of their promises. But the original salesperson...
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The only other new feature that Luma Health has come up with is a digital waiting room, and it comes...
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The system was easy to implement. It was up and running pretty quickly.
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We do two-way communication with Luma Health. We have used that for everything from appointment...
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We are using the Luma Health system for a waitlist as well. The waitlist works pretty well. Some...
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The Luma Health system has helped us with tracking, as weird as that sounds. We used to use our...
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I like being able to look at our Luma Health log and see what we have texted or emailed. I can click...
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For what we are paying for the Luma Health system, we feel like we should be getting more out of it....
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Luma Health hasn't kept their promises. There is a real disconnect between how educated the sales...
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Luma Health is really good in the sense that we just pay one set fee per provider. Almost everything...
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An issue we had with Luma Health's training was finding the time. We expected far more support, but...
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The integration aspects of Luma Health's system are very impressive.
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When COVID-19 hit, we needed to utilize telehealth services in order to reach a number of our...
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Luma Health's system has algorithms and responses built in for patient feedback. We can set multiple...
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Once we get the system up, it does its thing. As long as we aren’t changing anything, the system...
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We were trying to reduce no-shows. Now, we are to the point where patients are just not responding...
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There are some things that we like. We like the automated appointment reminder because that keeps my...
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There are some things that we are somewhat disappointed in. It is impossible to get a human on the...
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The product is not part of our long-term plans. We are considering a replacement for it. Our future...
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I can’t say that Luma Health hasn't kept their promises. But at least early on, some things were...
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Throughout the whole COVID-19 situation, we had all types of vendors reaching out to ask whether...
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The training is not very good. The vendor calls us in and gives us a ton of things to read and...
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We simply wanted something that would send a digital message or text message to patients to remind...
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The main outcome we have seen from using the Luma Health system is that our office feedback and star...
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The Luma Health system needs to have a better way for end users to search for workflows and training...
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The majority of our providers don’t use the Luma Health system, but our experience has been...
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The system is better than our EHR’s phone-call reminder system, which we also use. The Luma Health...
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Luma Health has delivered helpful enhancements. For example, they have added an online scheduling...
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I don’t have any problems using the system. It is fairly easy. Some of our staff members who are not...
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