In today’s Customer Spotlight, we are pleased to introduce you to the amazing team at Dublin Physical Therapy (DPT), San Francisco East Bay’s premier physical therapy clinic. DPT recently implemented our waitlist management product and experienced incredible results.
“Using Luma Health’s waitlist, we’re able to fill 30-35 appointments every month. Before Luma Health, all of those appointment slots were going to waste.”
We recently caught up with their Regional Office Manager, Nabrina Rojas, to find out more.
What scheduling challenges were you dealing with before you started working with Luma Health?
Our cancellation and no-show rates were completely off the charts! For us, like many, once a patient cancels, it’s really hard to get the patient back. We were losing a large majority of our patients after their initial evaluation. These patients were frustrated because they felt like their first appointment wasn’t successful. However, they didn’t understand that physical treatment didn’t begin until their second visit; the first visit is only an evaluation. We would have other patients cancel after claiming they were “healed” halfway through treatment.
When a patient would drop off, we would often forget to reach back out to try to get them to come back. We were using WebPT at the time, and their reminder system was only through email. Our patients weren’t keeping up with their emails; everyone is texting!
“Thanks to Luma Health, everything is now computerized and automated! We just enter patient details and Luma health takes care of the rest.”
It was frustrating because there was no option to send a mass message; they had to be sent individually. And nothing was automated. Every message had to be sent manually. The software was so difficult to use that it was easier to manually send emails from my personal gmail address. I was emailing 700-800 patients each month, all by myself!
Prior to Luma Health, how difficult was it to contact patients?
Between new appointments, cancellations, and rescheduling, our call volume was crazy! We were always completely booked, but patients would no-show on a consistent basis.
“Our no-shows have also decreased tremendously. Before Luma Health, in May 2016, we scheduled 800 appointments and 16.3% of those resulted in no-shows. After implementing Luma, in October 2016, our scheduled appointments increased to 1,300 and only 6.9% of those resulted in no-shows.”
I developed a waitlist on an excel spreadsheet to try to get things organized. However, I would have to make a new one every week to include that week’s patients and all of their appointment needs (treatment, provider, etc.). I would then manually call to try and fill appointments whenever I found the time.
It was very tedious work. I would have to read through the list, which was half hand-written and half on excel, to find a patient that may fit an open appointment slot. When patients did answer, that didn’t always mean they would be able to accept the available appointment. Many patients wouldn’t answer at all, because they were at work.
How did Luma Health help with this problem?
Thanks to Luma Health, everything is now computerized and automated! We just enter patient details and Luma health takes care of the rest. We no longer have to babysit an excel spreadsheet all day long to try and keep our schedule full.
“Our patients love the reminders and always make a point to let our front desk know how much they love them!”
Patients should always come first, and now, thanks to Luma Health, we’re able to put more focus and energy into making our patients. Luma Health has helped us build a great foundation!
Using Luma Health’s waitlist, we’re able to fill 30-35 appointments every month. Before Luma Health, all of those appointment slots were going to waste.
“Our providers also love that their schedule is now full.”
Our no-shows have also decreased tremendously. Before Luma Health, in May 2016, we scheduled 800 appointments and 16.3% (130 appointments) of those resulted in no-shows. After implementing Luma, in October 2016, our scheduled appointments increased to 1,300 and only 6.9% (90 appointments) of those resulted in no-shows.
How has your experience with Luma Health been overall?
We’ve received great reviews all around! Our front office staff loves it! It saves them so much time and energy. Doing everything manually was draining and time-consuming. Now, everything is so easy and saves us a ton of time. We also love the patient message log, which lets us go back and look at previous conversations with patients. Whenever we’ve encountered issues with the product, we contact Luma Health through the chat and everything is resolved right away. It’s been a great experience!
“Patients should always come first, and now, thanks to Luma Health, we’re able to put more focus and energy into making our patients.”
Our providers also love that their schedule is now full. Knowing that the cancellations have already been taken care of and all measures have been taken to try and fill these appointments, really puts them at ease.
Our patients love the reminders and always make a point to let our front desk know how much they love them! Patients will stop on the way out to tell the front desk how much they like our new reminders compared to our old ones.
You guys have added more features for us than we even knew we would need and helped us more than we knew you could help!
We’re so happy to hear that! Can you share with us a little more about your practice and your role?
We are a multi-location facility, with 3 locations, and we specialize in spine and sports physical therapy. We see patients for anything from surgery to minor injuries, including sprains, fractures, broken bones, and patients who just woke up in the morning and feel pain. We also specialize in injury analysis due to sports injuries, and we see patients post-surgery, who are referred to us by their surgeons.
Our main facility handles about 1,300 appointments each month, and our smallest (and newest), facility manages up to 1,000 appointments each month.
I am the Regional Office Manager and oversee our 3 offices, located in 3 different cities. I manage everything from the back office to the front office, as well as billing. We have office managers at each location, who handle issues; I step in when and where they need assistance. I started out working at the front desk, where I became super in-tune with our patients and really understood their full-circle experience at our practice. I always focus on putting our patients first.
Get started with Luma Health today! Luma Health works with many of the leading EMRs and PMs, offering automated waitlists, cancellation management, appointment confirmation texts, referral management, patient recall, and more.
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.