If you have any questions about these product specifications, please reach out to support@lumahealth.io.
When a patient can no longer make a scheduled appointment, use Luma’s Reschedule functionality to give patients the power to reschedule that appointment without having to reach out to your office staff. With Reschedule, patients can respond to an actionable SMS reminder to indicate that they want to reschedule their appointment. They then receive a list of available appointment options to choose from. After the patient chooses their new appointment time, Luma cancels the original appointment and books the new appointment
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.
Feature
Description
Send patients up to three available options for rescheduling
After a patient responds to an SMS reminder with the keyword RESCHEDULE, Luma sends the patient a list of up to 3 available appointment times to choose from. By default, Luma sends only appointments that match the appointment type of the appointment the patient is attempting to reschedule.
Manage rescheduling when an appointment is no longer available
If a patient selects a reschedule option that’s no longer available, Luma offers the option to restart the reschedule workflow. Luma allows this workflow to restart up to three times. If a patient can’t reschedule after three attempts, Luma informs them that no matching appointments are available, their original appointment is unchanged, and prompts them to contact your organization.
Manage rescheduling when no other matching appointments are available
If a patient responds to an appointment reminder to reschedule but no other matching appointments are available, Luma informs the patient that the appointment cannot be rescheduled and prompts them to call your organization.
Schedule appointments directly in your EHR
If a reschedule option is available and a patient selects it, Luma will create the new appointment in the EHR, cancel the old one, mark it as “Rescheduled,” and notify the patient.
If Luma can’t successfully book the rescheduled appointment in the EHR, Luma sends the patient a message indicating the appointment cannot be confirmed, the original appointment is unchanged, and prompts the patient to contact your office.
Manage the ability to reschedule at the practice resource level
Enable or disable rescheduling at the facility, appointment type, and provider level to determine which resources should support the ability for patients to reschedule their own appointments.
Remove rescheduled appointments from the EHR schedule
After rescheduling an appointment in your EHR, Luma deletes the original appointment from your EHR schedule.
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 patients a link for rescheduling rather than a list of available appointments
If the patient cancels their original appointment via SMS response Luma can include a URL in an SMS message to allow patients to book a new appointment.
Configure self-schedule links to expire after use
Configure a self-schedule link to expire after a patient uses it to reschedule an appointment, so that the patient doesn’t use the link to book another appointment.
Configure how many days are visible in the web scheduler when rescheduling
Set a different availability window in the Web Scheduler specifically for when patients are using the Web Scheduler for the rescheduling workflow.
Allow patients to book appointments with no appointment type during reschedule
Show patients available appointments that don’t have an associated appointment type when patients are rescheduling via SMS, so that Luma has more options available when showing patients rescheduling options.
Configure how long reschedule offers remain valid
Configure how long a reschedule offer is valid before it expires.
Configure intervals for reschedule appointment offers
Configure how much time must exist between the start time of each offer included in the reschedule offers that Luma sends to a patient. For example, configuring a 60 minute gap in start times means that for an afternoon with open appointments every 15 minutes, Luma shows three options that each have an hour between them.
Configure an additional check to ensure rescheduled appointments are deleted from your schedule
Configure Luma to conduct a secondary check to ensure rescheduled appointments are deleted from the schedule in the EHR.
Modify the appointments available to patients in the reschedule workflow
Configure Luma to show patients only appointments that are available due to cancellations.
Increase the number of appointments shown in the Web Scheduler for rescheduling
Configure Luma to sync a larger number of available appointments from your EHR to appear in the Web Scheduler when patients are rescheduling an appointment.
Allow rescheduled appointments to match only on appointment type
Configure Luma to allow patients to choose an available appointment that matches only on appointment type, and not on provider and facility.
Standard reporting
Use standard reports available from Luma to understand your patient population’s recall experience.
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.
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