In today’s Customer Spotlight we are pleased to introduce you to the amazing team over at Elite Sports Physical Therapy (ESPT). ESPT is a premier provider of sports and orthopedic physical therapy, serving the greater San Francisco Bay Area with top-notch clinical care.
We recently caught up with ESPT Staff Leader Ryan Ylanan, who leads a team of 8 scheduling staff members and therapy aides. Together, they work alongside a clinical team of 4 providers who complete over 800 physical therapy appointments every month.
What was your practice struggling with when you decided to turn to Luma Health?
We were having trouble balancing patient communication and completing our office and patient support duties. The communication itself was hard to maintain. Staff had to call patients late at night, or whenever they could find free time, to confirm appointments.
We work hard to optimize our schedule, so it was frustrating to see so much time lost. – Ryan Ylanan
We also really struggled with gaps in our schedule from no-shows and cancellations. Most no-show patients were just people who had forgotten to come in, even after we had called them the day before. We work hard to optimize our schedule, so it was frustrating to see so much time lost.
What are your favorite features of Luma Health?
Now that we have a waitlist, as opposed to a scrappy pen and paper list that we previously used, all of our schedulers can stay on the same page. It’s really awesome that cancellations and no-shows are filled automatically. We don’t have to worry about them. We don’t even have to pick up the phone. Luma Health does it. Luma Health has been filling on average one to two appointments per day. It’s freed up so much time for us to focus on other responsibilities.
Luma Health has been filling on average one to two appointments per day. – Ryan Ylanan
Appointment confirmation texts have dramatically reduced our schedule gaps. We see fewer people forgetting appointments. For example, in the past four weeks, we only had one person forget an appointment. That’s huge for us.
Have you gotten any feedback from patients, staff, or providers?
Patients love it! All the feedback has been positive. Before Luma Health, we’d call patients and they’d get interrupted during work hours, while they were out at lunch, while they were putting their kids to sleep, etc. Our patients say the confirmation texts are super convenient.
Before, we had problems with no shows and empty spots. Now, we’re actually having trouble fitting in new patients because our schedule is so full. – Ryan Ylanan
Staff feedback has been positive too. It makes it easier for us to manage the flow of our clinic. It was really simple for our team to start using Luma Health. We just logged in and were up and running. Staff only had to play around with it for a few minutes before they figured it out.
Our clinical providers don’t typically interact with Luma Health, but they do notice fuller schedules. Before, we had problems with no shows and empty spots. Now, we’re actually having trouble fitting in new patients because our schedule is so full. Has Luma Health optimized our schedule? Definitely.
Using WebPT to manage your physical therapy practice? Get started with Luma Health right away. Luma Health works with WebPT and many other EHRs, offering waitlists, cancellation management, appointment confirmation texts, and more.