Radiology Case Study

TOLEDO CLINIC RADIOLOGY SERVICES

Captured positive patient feedback with Luma Health’s platform to earn a 91 Net Promoter Score


THE GOAL:

The clinic wanted to improve its all-around patient outreach and specifically its processes for scheduling referral appointments and capturing patient feedback.

Before partnering with Luma Health, we were spending a lot of time manually calling patients and not making a lot of connections. Automating our outreach has drastically improved our referral conversions and made our clinic experience so much smoother, both for our patients and our staff. Since adopting the Luma Health platform, we’ve also been able to use automated messaging to capture more feedback from patients.”

Betsy Booher, Physician Services Manager

TOLEDO CLINIC RADIOLOGY SERVICES

THE PROBLEM: Manual patient outreach was taking too much time and producing minimal results

For Toledo Clinic Radiology Services — a nine-provider radiology clinic in Toledo — manual patient outreach was producing lackluster results. Staff had been investing time and effort into calling patients for things such as scheduling referral appointments and asking patients to take satisfaction surveys. However, the time it took to reach patients and complete these tasks far outweighed the results.

THE SOLUTION: Switching to automated text messages made it easier to engage more patients

Toledo Clinic Radiology Services adopted Luma Health’s Total Patient Engagement™ platform and improved patient outreach. The clinic utilized two-way text messaging to efficiently schedule appointments, and leveraged texts to prompt patients for feedback and capture positive reviews.

THE RESULTS: Partnering with Luma Health, Toledo Clinic Radiology Services achieved:

  • 66% of text messages delivered received a patient response
  • 3 days on average to schedule referrals
  • 91 Net Promoter Score

LEARN MORE ABOUT OUR CUSTOMER OUTCOMES

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INTERACTIVE CALCULATOR

TOTAL PATIENT ENGAGEMENT PLATFORM™ FEATURES

Referral Management

Patient Feedback

AI Appointment Reminders

Automatically prompts referred patients to self-schedule at their convenience

Reduces patient no-shows by enabling patients to easily confirm, cancel or reschedule 

Streamlines collection of patient feedback and directs promoters to leave online reviews

REASONS RADIOLOGY CLINICS PARTNER WITH LUMA HEALTH

Patients’ text message response rates are 23-35 percentage points higher than phone, email.

18% of patients’ complaints about radiology experiences are related to communication.


Patient feedback requests delivered by text produce 2x higher response rates than email.

SUPERCHARGING EHRs

eClinicalWorks + Luma Health means improved engagement and access to quality care for patients, along with increased ROI for providers

Bi-directional sync

Syncs in real time    

Luma Health’s integration with eClinicalWorks’s EHR empowers healthcare practices with tools to better engage patients and provide exceptional healthcare experiences. This integration enables healthcare teams to automate patient outreach, appointment scheduling, appointment reminders, feedback requests and more.

RELATED RESOURCES

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WHY PATIENTS LOVE TEXT

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