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Patient Feedback

Patient Feedback

If you have any questions about these product specifications, please reach out to support@lumahealth.io. 

With Patient Feedback, Luma automatically sends surveys to patients after certain appointments, asking them to rate their experience on a scale of 0-10. Using NPS grading metrics, Luma then sends the patient either a public review link (for positive responses rated 8-10) or a private post-visit survey link (for negative or neutral responses rated 0-7). Feedback helps drive promoters to leave public reviews, while allowing detractors to share their thoughts privately on what could improve their visit experience.

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, Luma can send feedback requests based on when the patient’s last applicable appointment was scheduled in your EHR. Integration also makes it possible to include or exclude certain appointments based on scheduling resources used for the appointment, including providers, facilities, and appointment types.

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 a feedback message after an appointment Luma automatically sends a feedback request after every appointment. 

Optionally, you can customize the frequency of feedback requests by choosing how many visits must occur for a patient before they receive a feedback request. 

Send feedback messages using pre-written standard message templates Use pre-written, standardized message templates to send feedback requests to patients. Luma provides these message templates in English, as well as over 30 additional languages.
Limit the number of feedback requests a patient receives per year Luma sends a limited number of feedback requests to a given patient within a 365-day range to help reduce the likelihood of feedback fatigue. 

Optionally, you can customize the maximum number of feedback requests Luma sends to patients within a 365-day range.

Send a follow-up message based on a patient’s feedback score After a patient responds to a feedback request with a numeric score, Luma automatically sends a follow-up message with either a public review link (for positive responses rated 8-10) or a private post-visit survey link (for negative or neutral responses rated 0-7). Luma sends links to review sites and surveys of your choosing.
Standard reporting Use standard reports available from Luma to understand how your patient population interacts with feedback requests from your organization.

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
Send Feedback Requests at a Set Time Enable Luma to send all feedback requests to all patients at a specific time each day.
Delay feedback message delivery  Enable Luma to delay sending a feedback request to a patient until a certain number of minutes have passed after the end of the patient’s appointment.
Limit feedback requests for patients with multiple appointments in a day For patients with multiple appointments in a single day, you can configure Luma to send feedback requests only for the first appointment of the day.

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.