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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 >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.
The patient journey can veer in unpredictable directions that take patients far from reaching care. Luma integrates the touchpoints that keep patients on track to continue receiving care from trusted, established providers.
Reach all patients, even those not using the portal. Guide everyone towards the same destination: patient success.
patient success
Patient stayed in-network for timely, valuable care.
PATIENT NEEDS CARE
Patient needs to schedule appointment
The patient journey can veer in unpredictable directions that take patients far from reaching care. Luma integrates the touchpoints that keep patients on track to continue receiving care from trusted, established providers.
Reach all patients, even those not using the portal. Guide everyone towards the same destination: patient success.
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.