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Customer Spotlight: Quality Care Sleep

Customer Spotlight: Quality Sleep Center

In today’s Customer Spotlight, we are pleased to introduce you to the amazing team over at Quality Care Sleep (QCS). QCS is a sleep disorders diagnostic and treatment center in the Greater Austin, TX area. They recently implemented our referral management product and experienced an incredible increase in their referral conversions.

“Last month, we were able to convert 91% of our incoming referrals.”

We recently caught up with Michelle Kidd, the Operations Manager from QCS, to find out more.

 

What were you struggling with before you decided to turn to Luma Health?

“Scheduling patients that were sent to us via faxed referral is always a hit or miss. Many of them don’t like to answer calls from phone numbers they don’t know. If they answer, our timing may have been bad because they were driving or at work.”

We receive referrals for sleep studies and clinical consultations for patients who have sleeping difficulties and issues. Our referring doctors fax us a request with the patient’s information. As a service to our referring doctors, we contact the patient to help arrange the appointment. We used to split the list of referrals between our staff members, and we would end up spending at least two hours making phone calls to these patients. The patients would remain on our referral list for one month, after which we would contact the referring physician to let him/her know if the patient had completed the requested referral. This workflow was very taxing and time-consuming.

“We used to split the list of referrals between our staff members, and we would end up spending at least two hours making phone calls to these patients.”

Scheduling patients that were sent to us via faxed referral is always a hit or miss. Many of them don’t like to answer calls from phone numbers they don’t know. If they answer, our timing may have been bad because they were driving or at work. Some patients won’t return our voicemail. Our staff struggled with reaching patients as promptly and successfully as we’d like.

 

How did Luma Health help with this problem?

Luma Health helped us automate the entire process through their Referral Management product. Every time a new referral comes in, we now add the patient to Luma Health and their service takes care of the rest. Over the course of the following month, patients receive helpful text message reminders reminding them of their referral request.

“Luma Health helped us automate the entire process through their Referral Management product. Every time a new referral comes in, we now add the patient to Luma Health and their service takes care of the rest.”

Rather than a patient receiving a phone call at an inconvenient time, patients receive a text message and are able to respond at their own convenience. With the automated referral texts, my staff can now spend more time providing care for the patients who are ready to receive care. It’s freed up at least two hours of their day! It has been a huge asset and has helped us capture more referrals than ever before.

“With the automated referral texts, my staff can now spend more time providing care for the patients who are ready to receive care. It’s freed up at least two hours of their day!”

Last month, we were able to convert 91% of our incoming referrals. I am extremely happy with the success so far! Using Luma Health’s system has proven to be such a success for us that we recently took our old patient referral list and added those patients into the system, in an effort to encourage them to follow through with the referral request.

 

Have you been using Luma Health’s Cancellation Management and Appointment Confirmation products?

Yes, we recently started using both of these products. We first began with Luma’s Referral Management product. After seeing the great success we had with that, we realized how much more Luma had to offer in helping us optimize and grow our practice.

“Our patient volume has increased an average of 15% for the previous two months and is expected to increase 40+% this month.”

Since we’ve been using the Cancellation Management and Appointment Confirmation products, we’ve already started seeing more responses to our appointments. Our patient volume has increased an average of 15% for the previous two months and is expected to increase 40+% this month. Previously, we had trouble getting responses from patients to confirm or cancel appointments. With these products, we’re able to see real-time responses as they come in, which helps us manage our schedule and staffing needs. We can identify cancellations ahead of time and fill them to keep our appointment utilization high.

 

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.

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