Patients no-showing to appointments that you spent hours calling to remind them about is a nightmare – especially when your waitlist is 3 weeks long. Meet Ryan Cozzolino, the practice manager at Arizona Center for Urology. This was his everyday reality, before Luma Health came into the picture.
We’ve heard no-shows used to be a big issue at your practice. Can you tell us more?
Big is an understatement. They took up so much time out of our day.
Rather than cancelling, patients just wouldn’t show. So, we were left with empty appointment slots and a waitlist of patients we weren’t able to get in any sooner. Some patients would cancel, but it was always last minute. That left us stuck in limbo; with an appointment spot to fill but not enough time to fill it.
How were you managing your waitlist pre-Luma?
It was handwritten, if that tells you anything! I can’t recall a single incident when we were able to fill a last-minute cancellation.
It was also really hard to match a patient with the type of appointment they needed. Our appointment slots aren’t interchangeable. So, we couldn’t fill a new appointment slot with a follow-up visit. That only created more confusion for our team.
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Once you started using our waitlist and reminders, what changed?
Everything! Since we started using Luma 4 months ago, we’ve filled more than 30 appointments and have generated roughly $7.5k in revenue directly from those filled appointments.
We also threw away our paper waitlist. Yours works a lot better! The system knows which type of appointment to offer each specific patient on our waitlist, so we’re actually able to fill cancellations now.
There’s no telling how much money the reminders have saved us. Since it’s all automated, we don’t have to call each patient individually and wait to leave a voicemail. And because the text messages are so easy to use, our patients actually respond. They cancel or confirm via text. And if they do cancel, the waitlist pretty much takes care of the rest!
We’re so happy to hear that! Is there anything you’d like to share with other practices that are considering working with us?
Our practice, Arizona Center for Urology, is really busy. We have two physicians and see about 250 patients every week, with about 15-20 new patients weekly.
Thanks to Luma, we’re able to give individual attention to each of our patients, from the moment they walk up to our front desk to the messages they receive from us in-between visits. Our patient experience is really exceptional now!
Angie Shin leads customer success at Luma Health. When she’s not giving customers love, you can find her climbing rocks or sipping tea at the local cat cafe.