Avoiding Roadblocks: How to Stay Ahead of Common Mistakes

Kelsy Black

Even power users hit roadblocks. Emily Smythe, EMR & Technology Systems Manager at DENT Neurologic Institute, shares the lessons she learned the hard way – and how you can avoid making the same mistakes.

Mistake #1: Not Closing the Loop in ChatHub

When Emily’s team at DENT Neurologic first launched ChatHub, they didn’t consistently close patient chats. That meant messages went unanswered and patients felt ignored.

Her fix?

Train staff to manually close chats when conversations end
Set templates to auto-close when appropriate
Regularly monitor the unassigned chat queue

Mistake #2: Ignoring Broadcast Delivery Reports

Broadcasts are only effective if they’re received. Emily now cross-checks:

The number of patients in Luma vs. the EHR
Delivery reports to follow up with patients who didn’t receive the message

Mistake #3: Underestimating Text Fatigue

Patients don’t want 10 messages before their appointment. The DENT team reduced reminder volume and adjusted messaging tone:

Avoid punitive language like “You must…”
Instead, try rewards: “Fill out your forms early and skip the line!”

Mistake #4: Assuming It Just Works Out of the Box

“Luma is not a plug-and-play product. It’s a collaboration.”

Emily emphasizes that success requires:

A dedicated point person during implementation
Active partnership with your CSM
Ongoing optimization after launch

Whether you’re new to Luma or looking to go from good to great, Emily’s experience proves that thoughtful configuration, a spirit of experimentation, and consistent follow-through are key.