How Telehealth Appointments Can Help You Run Your Practice Amid the COVID-19 Crisis

COVID-19 continues to cause operational disruptions to a majority of medical practices across the country. As states progress through the stages of COVID-19 crisis management and shelter-in-place orders, hospitals, health systems, and physician groups are quickly working to find alternative models of care for their patients such as telehealth appointments.

During this time, telehealth has emerged as a key tool in enabling patients to continue to see their healthcare providers for both non-critical and critical care issues as overall healthcare efforts move to respond to COVID-19. To support our customers, Luma released our own version of a telehealth solution in March 2020 to add to our existing suite of provider-patient communication tools.

Luma’s telehealth solution customers have seen an appointment capacity utilization as high as 92%.

Since its rollout, Luma’s telehealth offering has helped providers successfully complete over 25,000 virtual visits. We found that customers who adopted our telehealth solution saw a significantly higher rate of appointment capacity utilization as compared to those who did not. 

Telehealth customers saw an appointment capacity utilization ranging from 69% to 92% while non-telehealth customers saw one of 65% to 85% over the last couple of months.

Telehealth vs Non-Telehealth Customer Capacity Utilization

We can also note a positive influence of telehealth on appointment cancellation rates when we compare telehealth appointment cancellation rates and overall appointment cancellation rates across different age groups. As shown by the chart comparing the two metrics below, telehealth appointments have a consistently lower cancellation rate, hovering around only 7% to 10% cancelled appointments across all ages while overall appointment cancellation rates range from 21% to 26%.

Telehealth Appointment CX Rate vs Overall Appointment CX Rate

Below is another bar chart showing overall telehealth appointments completed versus number of patients for these same age groups. As shown by the proportionality of these two metrics, telehealth appointments at Luma seem to be getting utilized quite equally across all age groups.

Appointment Completion vs Total Patient Age Distribution

In regards to popularity of the length of telehealth appointments, we found that the most popular appointment duration is 30 minutes, followed by 20 min, 15 min, and 60 min.

Appointment Duration Popularity (Minutes)

These are just a few of some key telehealth metrics that will continue to evolve as practices adopt new solutions in response to the pandemic. However, we can already see some of the largely positive impact that Luma’s telehealth solution has had on overall practice performance as well as the growing popularity of telehealth as an option for patients of all ages. 

As it becomes increasingly clear that the future of healthcare may not ever be the same, rising solutions like telehealth provide a possible alternative and perhaps a much more effective means of getting care to patients quickly and safely.

Healthcare professionals, we want to hear from you. If you work in healthcare, click this link, take our 10-minute survey, and get entered in our giveaway for a $100 Visa gift card.

Check out some of our other resources and blog posts to explore specific telehealth use cases and workflows with Luma’s other popular solutions:

3 Considerations For Making Telehealth Easily Accessible To Patients And Healthcare Teams

How Telehealth Can Make Healthcare More Accessible During The COVID-19 Pandemic

COVID-19 Forges a New Normal For Healthcare Delivery


Patient volume and revenue are down as a result of COVID-19. See how engaging patients with targeted communications can help.

Most Popular Posts

Request a Customized Demo