Broadcast

Broadcast Messaging

Luma Health makes it easy for organizations to send messages to a large group of patients at once. For example, an organization might need to message patients about a weather-related office closure, or contact a group of patients who all have the same upcoming procedure. Whatever the reason, staff can use broadcast messaging to quickly connect with patient populations via their preferred language and communication channel — all without having to manually call down a patient list.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document. 

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

Send Broadcast Messages

If your organization integrates Luma with your EHR, then Luma can send broadcast messages to patients who are scheduled in your EHR and whose appointments have been synced into your Luma account. 

Please note that certain syncing methods, such as Secure File Transfer Protocol, may require a Statement of Work. For more information, refer to the Statement of Work document. 

 

Feature Description
Send broadcast messages to scheduled or uploaded patients Send broadcast messages to patients who already have a scheduled appointment, or upload a CSV file of patients to send a broadcast to.
Schedule a broadcast message Schedule a broadcast message to be delivered at a later time.
Choose the level of broadcast message security Send broadcast messages as secure or non-secure messages. A secure message, recommended for messages containing PHI, requires a patient to log into the Patient Portal to access the message content. Non-secure message content appears directly in SMS and email messages for patients.
Select patient contact preferences for sending a broadcast message When sending a broadcast to scheduled patients, choose whether broadcasts are sent only to patients’ active contacts, or to all contacts listed in a patient profile.

When sending a broadcast to patients from an uploaded CSV file, choose whether broadcasts are sent to all available contact methods included for each patient in the CSV file, or only to the primary contact method included for each patient in the CSV file.

Broadcast Review and Approval

Feature  Description
Require review for broadcasts sent by non-Admin and non-Manager users When a broadcast is sent by a staff member who isn’t an Administrator or Manager, the message must be reviewed before the broadcast is sent to patients. 
Create a message library for staff Create pre-written, pre-approved broadcast messages for staff to use when sending broadcasts.
Edit or cancel a scheduled broadcast Edit or cancel a scheduled broadcast message before it’s transmitted.
Broadcast Message Approval For broadcasts sent to more than 1,000 patients, Luma Support reviews the message for approval before transmission to help ensure the message is not unintentionally flagged as spam. 

Message Content Policy

Luma Health does not permit the use of Luma Health messaging tools, including broadcast and reminder messages, for any promotional or vulgar content, in accordance with the Telephone Consumer Protection Act of 1991. Messages containing the following symbols, words, or similar words, are considered to include prohibited content, and may automatically be blocked from being sent to patients. Luma Health reserves the right to update this list at any time. This list is not exclusive, and does not absolve any responsibilities under the TCPA or your organization’s contract with Luma Health.

  • %
  • Discount
  • Free
  • Gift
  • Giveaway
  • Percent
  • Promotion
  • Sale

Messages containing these following symbols, words, or similar words may be considered to be prohibited content unless specific patient consent and content specific communication campaigns have been set up in your account.

  • $
  • Dollar

Any other obvious offensive, exploitative, excessive is also prohibited without exceptions. Certain promotional or marketing language may be prohibited unless specific patient consent and content specific communication campaigns have been set up in your account. 

Customize Broadcast Messages

Feature  Description
Use squigglies to personalize broadcast messages Use squiggly placeholders in your messages to automatically pull in personalized information, such as appointment date and time, for each message sent to each individual patient. 
Add message overrides to accommodate channel and language customizations Customize the wording of a message based on the communication channel, or draft and send messages in a patient’s preferred language.
Use rich text formatting for email broadcast overrides Customize a broadcast message’s appearance by using rich text options to format email-based broadcast messages.

Monitor the Status of Broadcast Messages

Feature Description
Broadcast dashboard A dashboard summarizes all broadcast activity within your organization.
Access the list of broadcast recipients Download the recipient list or receive an emailed spreadsheet to further explore the details of a broadcast.

Additional Configurable Functionality

The following features are off by default in a Luma account and can be configured for organizations that would benefit from these features.

Feature Description
Stagger the dispatch of large broadcasts over time Stagger the rate at which broadcast messages are sent so that patients are contacted throughout the day rather than all at once. Messages can be staggered by hour or by minute.
Send managers notifications about pending broadcasts Notify managers that broadcasts are pending approval for quickly broadcast review turnaround time.
Use contact method to help identify patients for broadcast messages By default, Luma uses patient name and date of birth to identify patients for sending broadcast messages. For a more precise method of identifying patients, especially for organizations that tend to have multiple patients with the same name and date of birth, Luma can look up patients based on name, date of birth, and contact value (such as phone number) to help ensure broadcast messages are sent to the correct patient.

Training and Documentation Materials

Feature Feature definition
Help Center The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.
Luma U Luma U is your home for Luma education. There are two learning tracks in Luma U – one for sub-account users and one for managers and administrators. Users can access Luma U directly from within their Luma account.