Luma Health Reviews

Luma has been a great partner in solving a great deal of challenges we faced as practice however overtime it seems like they started divert their attention towards different goals with high internal turnout resulted in a negative customer experience.

The constant changes of my account representatives really made it difficult to build relationships. Overtime Luma's account representatives stopped contacting the practice and as result we had to figure out solutions on our own. Additionally, they changed their payment terms to where if we didn't pay them upfront then they would drop us as a customer.

• Features such as virtual check ins, online forms and direct patient communication without phone delay truly are convenient for someone who deals with scheduling a lot. • The way Luma keeps track of everything from patient conversation history, logs of the user and even patient profile preferences help make our jobs easier. • Ever since the pandemic, waiting rooms were a challenge. But with the use of Luma, we were able to implement virtual waiting rooms such as patients waiting in their cars and sending us a message that they have arrived waiting for us to call them in - instead of them physically waiting in the facility.

Aside from the usual system lag (may it have been the software or poor connection) I would overall say Luma covers mostly everything a medical practice would need in terms of patient engagement.

The ability to send text, email or voice reminders, COVID-19 screenings and waitlist offers to help fill cancellation gaps are our favorite features.

Not having access to patient account numbers and not being able to exclude patients by insurance companies are our major hurdles. It is also a bit pricy and the contract terms are long and inflexible.

It works in patients while you are doing something else

Sometimes there are syncing delays which causes problems

Luma Health's appointment reminder and broadcast messaging features are a cut above the rest. Allowing customers to tailor their message content, timing, and management makes it an ideal platform for organizations who really want to fine-tune their patient communication. Luma's patient engagement communications can be as complex or as simple as you wish, but the ease of use and their customer support is top notch regardless of how deep you dive.

A more in-depth workflow analysis during implementation would have been helpful, but the small hiccup we ran into was easily resolved. As of March 6, 2021, the filters applied and locked in the Reporting section do not "stick", so that is a bit annoying.

Telemedicine is certainly a very important facet of medicine both now, and going into the future. This technology allows people who previously did not have access to care to see the very best specialists more quickly, and more easily than ever before. This also breaks down the barrier of transportation issues that so many of our patients have. Luma has been on the forefront of the pandemic and has helped our company to better serve our patients in a rural underserved community. One of my favorite features of luma is the ability to provide an on-demand link to patients that has easy to follow prompts. This sets luma apart from many other platforms.

Incompatible with some browsers on patient's phones

Our office has appreciated being a part of test group for two way texting. We also love that it integrates with our EMR so it can automatically send messages to patients after they leave their appointments asking them to rate us. Then request them to publish their reviews publicly on GMB. This has been great for our business and increased the sheer number of positive reviews on our GMB sites ten-fold.

I would love to see LH publish the reviews not just on GMB pages but also on doctors Vitals, Healthgrades, WebMD, etc accounts. I believe there are many physicians who are working to maintain good reviews on a multitude of sites and this would just help by achieving all of that for them.

Our medical practice was having difficulties contacting our patients and getting back responses of confirmed patient appointments. I reached out to Luma as I have heard great things about their capabilities from other practices who use the texting service for appointment reminders. We strive to have excellent patient care and communication so once I connected with Luma representative, they really took the time to fully understand how our scheduling system works and what needs we have that may differ from others. I was very impressed with their responsiveness to any minor issues or concerns that arose and the ability to track everything and receive back patient reviews was just what our company was looking for.

Integration was not difficult but as expected, there were times in which we had to made adjustments and the Luma representatives were always available to help.

The pandemic forced us into telemedicine without plan or preparation. We initially used Zoom, which is built for business rather than medical use, and found that the app required more interaction than many of our patients were able to do, which seriously hampered our ability to care for our patients. Luma is designed for medical use. The patients simply click a link on their phone or computer,...

Read more

Luma is completely customizable, which is amazing. But that means they basically code the connections through the API of our EHR from scratch. This has been time consuming - plan for months for full deployment - but, again, pretty much if it can be done, they give you just what you want.

its easy to learn and use and teach to other employees. I like that we can chat by text with our patients. alot of patients don't listen to the voicemail messages , Luma offeers detail text reminders for everything I can think of- Love this feature .

that it has yet to be able to collect patient co-pays and balances and apply to the patients individual account.

Luma Health does not make mistakes. It is very systematic and simplified our reminder process for our 300+ appointments each day. The amount of manpower it freed up for our practice was incredibly helpful.

Luma does not make mistakes :). If we made a human error, Luma still followed the systems in place.

the ability to send multiple broadcast and also unchecking certain individuals on the broadcast makes it easy and don't have to modify alot of things.

the software is bit glitchy, when a notification pops up on the pc and when u try to select certain inserts for the message the system lags for a second and then is finally after understanding that the user's cursor is hovering over an icon, the icon finally unlocks for lack of a better word to let to select it. there are other issues as for example some number that were imported on the system are actually disconnected and the system still recognizes them as vaild instead of defaulting to the next number or the email on file.

Thank you for taking the time to leave us a review, Jainesh! We are so grateful for your partnership and your constructive feedback, and we look forward to continue working with you!

What I liked about the product was wiped away with the team hiding major flaws with integration.

The fact that the team hid from us the lack of integration with our EMR until very late in the process.

Dr. Nukta, we're sorry to hear that our solution did not meet your expectations. We pride ourselves on being fully transparent about our product capabilities both during the sales cycle and the implementation process. While we welcome all feedback, the pricing mentioned did not reflect the contracted annual fee, and we kindly requested for this to be redacted for fair representation. If you would like to discuss further, please reach out to us at support@lumahealth.io.

I like almost every feature the software has to offer. It makes daily life at our busy dermatology front desk so much more efficient and easier from referrals, to our waitlist. The patient reminder calls we absolutely can't live without. You get to choose how often you would like your patients to receive that reminder call.

There isn't anything that I can think of that I do not like about the software.

Thank you for taking the time to leave us a review, LeaAnn! We have been so grateful for your partnership, and we look forward to continue working with your clinic!

I love that Luma gives us the opportunity to customize the messages that go out to our patients. We have used other software that didn't and this capability is huge for us. Luma sends a patient satisfaction question also, which feeds into an NPS score. Their reports give us good information. We can also send PHI secure text messages to specific patients, as needed. Luma has features that we haven't fully utilized, but the ones we use are so helpful. As far as support, the support team is very quick to respond and help resolve any problems!

Sometimes I just need to talk to a human, but the main communication is through email. There are times when a phone call provides greater clarity.

Thank you for taking the time to leave us a review, Angela! We are so grateful for your partnership and your feedback, and we look forward to continue working together!

Our practice has used Luma since its launch. It is extremely user friendly and is of excellent quality. Lets not forget that their team is extremely helpful and always follow up. We wouldn't plan on changing services. Thanks Luma Team!

We have not came across any issues with Luma Health so we cannot say that there isn't a thing that we do not like.

Thank you for taking the time to leave us a review, Rosie! We are so grateful for the partnership we've built over the last couple years, and we look forward to continue working together!

Its hard to pick one thing! Luma covers all the bases on patient engagement, HIPAA compliant texting, custom reminders, recall messages, feedback/social media reviews, online scheduling, you name it! Our patients love their appointment reminders from Luma and so do our doctors. We can customize when and how often they go out and can change the script per appointment type so patients who are coming...

Read more

Luma's customer service is absolutely top notch, to be clear I have ZERO complaints about that. But it's hard that the main way to get a hold of Luma for support is by email/ticketing. We are located on the east coast and because of the time difference sometimes the answers to my questions come after I leave for the day and I don't get to address them until the next morning.

Kristen, thank you so much for taking the time to leave us your feedback! We're so grateful for your partnership and are thrilled to hear how we've been able to support your practice in keeping schedules full and patients happy!

We like Luma because it allows us constant contact with our patient base through a drastically reduced use of the labor force. Luma consistently assists us with filling appointment vacancies and cancellations.

The biggest downside to Luma is the limitations as it relates to scheduling specifics for doctors. There is some (but not a lot) of flexibility.

Rick, thank you so much for taking the time to leave your feedback! We're so grateful for your partnership and are thrilled to hear that we've been able to support your practice in reducing patient no-shows. Your Customer Success Manager will be in touch regarding your feedback on scheduling flexibility. We are always open to hearing how our platform can better serve our users!

Broadcasts to our patients when we need them to call us to re-schedule appointments has been a life saver. There have been times that we have had emergencies in our doctor's schedule and need to re-schedule 70 patients. Sending a mass message at the same time has helped us tremendously.

What is still a hard concept to get used too is not being able to call customer support. There are certain topics that in my opinion require talking to a live person immediately. Maybe having the ability to chat instantly online with someone would be helpful as a way to distinguish if it is a true emergency to talk to someone over more routine questions.

Thank you for your review, Cindy! Your clinic has been so great to work with. We're glad to hear that Broadcasts are improving direct communication with your patients. Your feedback is invaluable and we're always exploring new ways to improve your experience with Luma Health's support team. - Sona

I love the forward thinking and quick release of new features that actually work as they as should. Luma looks at the healthcare industry, the populations served and finds solutions to improve the quality of service to provide a better patient experience. Their support staff are very knowledgeable and are able to take care of any issues that might occur.

I haven't found anything that I don't like and that is something I can rarely if ever say about any company and its programs.

LUMA has built a variety of features that can be utilized in our EMR system, and they are steadily building their portfolio. Unlike other companies, they are very responsive and intuitive with ideas that perhaps they can build upon. For example, we use to have one company who provided new patient packets for patients to fill out and access, and then another company to process them. Now LUMA has taken that and within the same product, the patient can now get a reminder, fill out the form, and easily transcribe it into our EMR system.

Rarely, but some ideas do not go as planned or need to be reconstructed. The insurance verification side of the software is a great idea, but needs to accommodate for patients who have more the one insurance. Also would like to see this expanded to include rx cards as well.

It is difficult to say what I like most because there are numerous highlights that I would love to give credit. First, the ROI is solid. I have more than made back the cost of the program in filled slots. I have also had great success in converting inbound referrals to scheduled appointments. My online reputation management is more robust. The reporting details provided by Luma are above my expectation and one of the most valuable tools I rely on each month. Luma continues to add new features all the time. I am truly blown away by all this solution offers that I couldn't imagine why any practice deciding not to jump on board.

Nothing. Amazing staff, product, solutions. Can't say enough great things about Luma Health.

Optional appointment waitlist feature Customizable appointment Reminder Local number (for reminders) Positive feedback from patients feeds to social media and other web outlets (customizable) Negative feedback from patients provides the opportunity to submit an anonymous response to a customized set of questions, so we can better serve our patients Seamless connectivity with our EHR system (NextGen)

We have one type of appointment (infusion) that we don’t want patients to cancel via text message. Even if we phrase the reminder in a way that doesn’t provide the option, some of our patients are tech-savvy and still respond with "No/Cancel" and the appointment will cancel due to the way the system is engineered. I have spoken with other reminder systems similar to Luma to see if this is just a Luma issue, and it seems that it’s an across-the-board issue. I'm confident that if Luma was capable of changing this for us, they would.

1. Easy to use 2. Intuitive 3. Allows for filling schedules without human involvement 4. Referral management 5. Patient messaging 6. Automated actions based on visit types and other key factors . Custom messages tied to and ICD or visit type or CPT give customized patient messages 7. Excellent support 8. Reminders - this has dramatically reduced the work for the front office. Prior we had staff...

Read more

The messaging system does not have templates (yet) but it is coming soon. Wish the stand-alone self-schedule portion of system were more robust

The review text messages that go out after an appointment & the net promoter score.

I don't believe there was anything that we didn't like. We chose to not use the referral system because it didn't apply as much to our practice.

Thank you so much for the kind review, Annie. We really enjoy working with you and the team at Kremer Eye Center!