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Today, we announced Luma Bedrock™. Here, we share more about the background of Bedrock and why it’s already making a difference for our customers. 

When we talk to our customers – big, small, rural, urban, and everything in between – no matter how different their business or patient population, they have one particular goal in common.

“We want to meet patients where they are.” 

We asked ourselves, “Beyond creating the best possible product and focusing on customer support, what can we do to support these organizations to serve their patients and meet them where they are?” With 8 years’ experience serving more than 650 healthcare organizations, we had a hunch that data could be used to better understand what patients want from their digital healthcare journey, how they most like to be engaged, and what makes them more successful in their care

And when healthcare organizations across the country are short-staffed and doing more than ever before with limited resources, we believed that sharing this data could make a real difference in how our customers reach their patients.

The Luma Bedrock project began with the scientific method. Our data scientists started by analyzing more than 717,000,000 data points over nearly 81,000,000 patient interactions. They created hypotheses for the best use of every single Luma product, working deep in Python notebooks and machine learning models to understand all the various nuances that could affect how patients connect with their care.

With hypotheses in place, they went beyond the data to gather human insights. Luma’s experts in implementation, product development, solution design, and technical support came together to ask questions and understand how the hypotheses matched up with proven customer workflows and operational processes. 

When those things matched up, it was magical.

Our documentation team translated all of these inputs into easy-to-use recommendations and best practices in our Help Center. Any Luma customer can access the articles at any time, free of charge. The articles include actionable recommendations like:

The Luma customer community has already begun implementing these recommendations and seeing results. Every expert-led implementation starts with Bedrock recommendations, giving our new customers a starting point to get immediate results based on insights from the entire community. As they continue to use Luma and work with our implementation and customer success experts, they fine-tune to exactly the right approach for their unique demographics, location, and more — and we welcome their insights to create even more Bedrock resources in the future. 

“Bedrock has been a treasure trove of information about how we can better connect with our patients. We are already evaluating how we can implement the findings.”

Christine Beneke, Quality & Process Improvement Supervisor at Specialists in General Surgery

Bedrock is the best of what Luma Health does: bringing together the power of our community, a market-defining Patient Success Platform, and data-driven expertise to create great outcomes and ultimately, patient success.