In today’s customer spotlight, we are pleased to introduce to you Kwan Dermatology, a multi-provider medical and cosmetic dermatology clinic in San Francisco, CA. Kwan Dermatology recently implemented our reminders product and experienced some incredible results.
We recently caught up with Gibran Leesha, the Office Manager at Kwan Dermatology to find out more. Gibran supports a team of three dermatologists and helps lead a busy team of nurses, medical assistants, aestheticians, and office staff.
Can you tell us about your practice and some challenges you were facing before you started working with Luma Health?
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Our practice is located across the street from Union Square in San Francisco. Our clients are very busy and often miss appointments due to frequent changes in their schedules and work and family needs. As a result, our practice has struggled with a high number of patient no-shows.
Kwan Dermatology has tried a variety of solutions to help reduce the no-show rate, including using the built-in email reminders within our EHR. However, the email reminders had many limitations, including not having the ability to request appointment confirmations or track openings. Many of our patients would tell us they were ignoring the email messages or didn’t even notice them at all. We were looking for a way to really connect with our patients in a place where they spend most of their time … on their mobile phone.
How did Luma Health help with this problem?
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We were looking for a solution that would help us connect with patients via several communication channels, including text messaging, email, and voice, but with a priority placed on text messaging. Luma Health’s Appointment Reminder Service allowed us to reach out to patients in a way that they wanted to be communicated with and would ensure they not only saw the messages, but would actually respond, as well.
After implementing Luma Health, we saw a dramatic reduction in our no-show rate — we cut our no-shows down by more than 50%, with over 70% of our patients responding to our messages.
We can now track who opened our emails, which gives us better insight into what our schedule will look like each day. As a leading dermatology practice offering the newest, most advanced technologies in skin care, Luma Health helped us embrace technology in a way that our patients expect from us, but hadn’t yet seen.
Best of all, our patients started telling us how much they loved receiving these messages and reminders via text message. This translated into better patient engagement, increased patient attendance, and even led to patients filling out pre-appointment paperwork prior to arriving at our office. The decision to use Luma Health has been a huge success for us!
What would you tell prospective Luma Health customers?
Our EHR creates lots of challenges for us when we try to integrate with external vendors like Luma Health. We were the very first client with our EHR to integrate with Luma Health. So, there were many challenges throughout the process. However, the engineers and support team at Luma Health were always available with all hands on deck. Whenever an issue came up, they were extremely fast to respond and fix the issue quickly in order to help us focus on patient care.
Poor customer support is quite common with health tech companies. If other companies provided great customer support on par with Luma Health, health care providers would have less hesitation with adopting new technology.
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.