Custom Messaging

Custom Messaging

Custom Messaging in Luma Health, also known as custom actions, allows users to automate messages based on specific triggers, such as appointments, recalls, procedures, diagnoses, or extra reminders. Each custom action can be customized in terms of timing, recipients, and content of the message.  Users can also override standard delivery rules and organize custom actions into groups for better management.

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.

If your organization integrates Luma with your EHR, then Luma can automatically sync in data related to your appointments, recalls, procedures, and diagnosis that can be used to trigger custom messaging to patients. Luma recommends this as a best practice.

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
Custom actions dashboard View all your custom actions in a table with the name, type, status, skipped delivery rules, date created with additional buttons to edit, delete or move to organize. 
Create a new custom action  Create new custom actions with customizable rules in your system that automate messaging based on specific criteria, allowing you to tailor the content, timing, and recipients from the Custom Actions dashboard. 
Send custom action messages to patients or staff Designate a custom action for delivery to patients or staff, depending on the use case for a given message.
Modify an existing custom action  Easily modify or update any setting in your custom messaging form the Custom Actions dashboard. 
Add a new custom action group Organize custom actions into groups for easier management.
Enable skip delivery rules Luma Health’s Delivery Rules ensure custom actions are sent at the appropriate time by preventing messages from being sent during quiet hours, holidays, Sundays, or within one hour of editing. Optionally, you can configure Luma to ignore these delivery rules.
Bulk edit custom actions Manually update a custom action’s status and delivery rules in bulk.
Use squigglies to personalize custom action 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. 
Standard reporting Use standard reports available from Luma to understand your patient population’s referral experience.

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.

Custom Actions for Appointments

Feature Description
Title  Give your custom messaging custom action a personalized name to easily identify 
Configure Message  Create new actions to message a patient or notify staff. Use a combination of free-text and Luma’s Liquid logic templating language to create customized messaging. Option to select if the message contains PHI to send a secure message by default. 
Select Options  Additional options to optimize delivery for your needs including options to override delivery contact preferences (SMS< voice call, email), or send secure messages.  
Timing your message  Specify your custom message to be sent days, hours or minutes before or after appointment time 
Appointment Filters  Further customize to filter custom messaging to send by facility, provider, appt status or appt type. 
Preview reach  Based on custom action selections, you can preview the estimated patients (or staff) that match with criteria that the message would be sent out to.  

Custom Actions for Recalls

A recall is the next time you’d like to see a patient. If your EMR/PM system supports recalls, we will sync patients’ due dates, and you’ll be able to use them to build custom actions.

Feature Description
Title  Give your custom messaging custom action a personalized name to easily identify 
Configure a message  Create new action to message a patient. Use a combination of free-text and Luma’s Liquid logic templating language to create customized messaging. Option to select if the message contains PHI to send a secure message by default. 
Timing your message  Specify your custom message to be sent days, hours or minutes before or after recall due date
Recall filters  Further customize to filter custom messaging to send by facility, provider, or appt type. 
Preview reach  Based on custom action selections, you can preview the estimated patients that match with criteria that the message would be sent out to.  

Custom Actions for Procedures

Feature Description
Title  Give your custom messaging custom action a personalized name to easily identify 
Configure a message  Create new action to message a patient. Use a combination of free-text and Luma’s Liquid logic templating language to create customized messaging. Option to select if the message contains PHI to send a secure message by default. 
Timing your message  Specify your custom message to be sent days, hours or minutes after procedure date
Procedure filters  Further customize to filter custom messaging to send by CPT code.
Preview reach  Based on custom action selections, you can preview the estimated patients with future matches with criteria that the message would be sent out to.  

Custom Actions for Diagnostics

Feature Description
Title  Give your custom messaging custom action a personalized name to easily identify 
Configure a message  Create new action to message a patient. Use a combination of free-text and Luma’s Liquid logic templating language to create customized messaging. Option to select if the message contains PHI to send a secure message by default. 
Timing your message  Specify your custom message to be sent days, hours or minutes after a patient is diagnosed.
Procedure filters  Further customize to filter custom messaging to send by ICD-9 code or ICD-10 code. 
Preview reach  Based on custom action selections, you can preview the estimated patients with future matches with criteria that the message would be sent out to.  

Extra Reminders

Feature Description
Title  Give your custom messaging custom action a personalized name to easily identify 
Configure a message  Use one of your organization’s existing message templates to send an additional message to your patients. 
Timing your message  Specify your custom message to be sent days, hours or minutes before or after an appointment is created/updated or the appointment time. 
Procedure filters  Further customize to filter custom messaging to send by facility, provider, appt type, and appt status.
Preview reach  Based on custom action selections, you can preview the estimated patients with future matches with criteria that the message would be sent out to.  

Configurations Available through EHR Integration

Feature Feature definition
Practice Resources Enable custom actions for resources that are integrated via EHR for each resource type, appt type, facilities and providers 

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.