We took 700M+ data points from top healthcare orgs to create this patient experience guide Download now
We took 700M+ data points from top healthcare orgs to create this patient experience guide Download now
X
An EHR-only approach creates care gaps and revenue risk Data suggests that only about two-thirds of patients who make it through the scheduling process ultimately complete an appointment, and that’s not including patients who tried—and failed—to schedule. Luma expands your EHR capabilities to bridge the gaps and efficiently accelerate speed to care.

PATIENT NEEDS CARE

Patient needs to schedule appointment

Cancellation

Patient's schedule changes

appointment

Patient needs to schedule with referred specialist.

Rx refill

Patient needs prescription after their appointment.

recall

Clinic would like to see patient for follow-up care.

Self-service scheduling

Scheduling meets patients where they are: conversational texting, directly on clinic website, or by chat bot. Telephone callers receive invitations to text instead.

Customer insights >

Appointment changes and automated waitlist by conversational texting

When life happens, patients can easily cancel appointments and choose a new slot, all by conversational SMS.

See how it works >

Actionable reminders via SMS

Actionable SMS appointment reminders that keep patients on schedule, and allow patients to cancel and reschedule via SMS when plans change.

Automated self-scheduling closes referral loop

When patients are referred via Luma, scheduling links are automatically generated and shared by SMS.

See how it works >

Self-service follow-up needs

Redirect patients waiting on hold to get answers, automating their next steps using SMS.

See how it works >

Automated next steps

When clinic visits aren’t one-and-done, messages can be scheduled ahead of time - ensuring that patients continue to receive needed care and testing, on time.

Learn more >

Scheduling via phone call or EHR app

Only about 60% of patients will ever access the patient portal, and 50% will download the EHR app. The remaining patients face call center wait times.

Cancellation requires phone call or patient portal login

Up to 27.8% of patients cancel pre-appointment. Rescheduling their visits, and filling the empty slots, requires extensive staff labor to care for the 40-50% of patients not using the portal.

Appointment scheduled by phone, five months away

Research indicates that only about 35% of referrals result in completed appointments. Long delays between appointments, with minimal reminders, contribute to no-shows.

Prescription refill via call center

Research indicates that 13% of callers will hang up on their healthcare provider's call center before even speaking to an agent.

patient success

Patient stayed in-network for timely, valuable care.

PATIENTS LOST ALONG THE WAY

Many patients veered off-course along the way. Of the weary wayfinders who successfully navigated the journey to healthcare, frustration with the process may compel negative reviews or seeking care elsewhere.

An EHR-only approach creates care gaps and revenue risk Data suggests that only about two-thirds of patients who make it through the scheduling process ultimately complete an appointment, and that’s not including patients who tried—and failed—to schedule. Luma expands your EHR capabilities to bridge the gaps and efficiently accelerate speed to care.

patient success

Patient stayed in-network for timely, valuable care.

Self-service scheduling
Appointment changes and automated waitlist by conversational texting
Actionable reminders via SMS
Automated self-scheduling closes referral loop
Self-service follow-up needs
Automated next steps

PATIENT NEEDS CARE

Patient needs to schedule appointment

appointment

Patient needs to schedule with referred specialist.

Cancellation

Patient's schedule changes

Rx refill

Patient needs prescription after their appointment.

recall

Clinic would like to see patient for follow-up care.