At Luma, the patient comes first–and our job is figuring out ways to make their healthcare journey successful. From easily paying a bill to quickly rebooking an appointment or getting a question answered via 24/7 chat, our goal is to make the hard parts of getting care easier. That’s what patient success means to us.
As our platform has grown, we’ve expanded beyond patient engagement and toward making the entire care journey successful. Our new brand reflects this shift.
So how does our patient success mission translate to our new look?
One of the most key aspects of our new brand is Luma’s new logo. This is our first new logo since our inception in 2015, and we created a logomark with a trifold meaning that represents our core values. The logomark took inspiration from the Chinese character for “light,” an energy spark, and an upward arrow, representing our name and vision for better healthcare.
Warmth has always been a key component of our branding and you can see how that translates in our new palette and visual elements. We’ve added additional vibrant colors, which lends Luma a confident, distinctive style with a dash of optimism to match our mission. We’ve also included more photography to highlight the very real faces of patients and providers.
We also updated our website to focus on the patient’s journey to success, including graphics illustrating the individualized journey, which often extends beyond the point of care. Healthcare is not transactional — it’s personal. As patients, it takes a lot of trust to put our health in the hands of another person, which is why the patient-provider relationship continues to be so essential to good care. Other industries may try to replace or automate face-to-face interactions. Our goal is to enhance them.
The future of healthcare remains bright–and here at Luma, we feel lucky to help our customers share that spark of success, connection, and care with patients.
Today, we announced the Patient Success Platform.™ Here, we share why we believe patient success is healthcare’s top priority.
Patient success has always been our mission.
When we launched Luma back in 2015, we had conviction healthcare should understand a patient as more than just a patient sitting in front of a doctor, and play a more active role in delivering patient success at every step of a patient’s healthcare journey:
- Access + Operational (how do I find and get the care I need?)
- Clinical (how do I prepare for care and stick to my care plan?)
- Financial (how much will this care cost me, and how can I pay?)
Though we’ve used different words over the years, we’ve always focused on making it easier for people to find, access, and get their needed healthcare. As we celebrate the milestone of connecting more than 35 million people in the United States to healthcare, choosing the right words and naming our mission as the core of our company and our product was a natural fit.
‘Patient engagement’ has always been an insufficient way to truly capture our efforts here at Luma. After all, no patient wants to be “engaged” – at the end of the day, patients want to be helped.
Our own stories as patients and caregivers remind us how personal healthcare is, and how hard it can be to need a doctor’s care or advocate for yourself or your loved ones. Needing healthcare in itself is hard, getting the care you need should be easy.
Today, too many patients and their loved ones have to be their own champions – advocating for the care they need, waiting on hold, preparing for visits, collecting medical records, verifying insurance, finding the funds to pay, and more. Then, it starts all over again the next time.
Providers across the U.S. have told us about The Great Patient Disconnect, and how much they want to solve it. But their existing tools haven’t been enough.
With the Patient Success Platform, we’re proud to help address the Great Patient Disconnect and support our customers, who truly deliver patient success every day. The more than 650 integrated delivery networks, specialty clinics, FQHCs, and health systems in the Luma community provide care for more than 35 million Americans, and their impact continues to grow.
We’re also proud to partner with innovators across the healthcare space to amplify our collective impact and make patients more successful. These companies include:
- DocuSign, a market-defining company in digital agreements on any device, from almost anywhere, at any time.
- InstaMed and Salucro, companies that are simplifying and modernizing patient payments and billing.
- Azara Healthcare, which is improving healthcare outcomes for millions of underserved patients through population health.
- Change Healthcare, which has achieved scale and touches the lives of nearly every American.
Every offer to see a doctor a week sooner, and every appointment slot filled, creates a tangible difference in a person’s health journey.
It’s an incredible opportunity to be able to bend the arc of healthcare, even by a percent or two – directly impacting and benefiting millions of people.
Making patients successful as individuals, and ultimately changing the hard parts of healthcare in a meaningful way, is our North Star. We couldn’t be more excited to announce the Patient Success Platform!
Why Patient Success is a series from Luma staff about their experiences as patients and caregivers navigating the healthcare system.
“You have so much on your plate, but you’re also trying to spend time with your loved one and make things as normal as possible,” says Kashif Sheikh, a customer success manager at Luma. As a caregiver for both his father and his son, Kashif has experienced the difference that guidance and resources can make for families navigating serious health conditions.
Kashif’s father Dr. Javed Hasan was a primary care physician who often provided extra medication to his Medicare and Medicaid patients at no out-of-pocket cost. “He had such a patient-centric view of healthcare,” Kashif said. When Dr. Hasan was diagnosed with late-stage pancreatic cancer in 2013, “becoming his caregiver put that legacy into perspective.”
A family full of physicians and his father’s care team on speed dial helped ease some of the uncertainty of providing full-time care. “My Dad’s doctors even gave us their personal phone numbers,” said Kashif. “That was a comfort during a really challenging time.”
Kashif’s next experience as a caregiver was quite different. His son Zayd was born with a rare genetic condition and spent much of his first year between the NICU and a bevy of specialists. “The entire first year, Zayd went to 4 appointments a week – a different doctor for each health issue.”
Managing Zayd’s health journey meant daily calls to different offices and hospitals, and multiple Excel spreadsheets to keep track of the details. “My wife Sara is a rockstar at planning, and she handled a lot of the day to day when I first went back to work – and after she returned to work herself as well,” said Kashif. “Our biggest struggle was coordination of care and figuring out referrals – it was a full-time job.”
These experiences ultimately spurred a professional shift to healthcare. “When I started at Luma, things clicked,” said Kashif. “Patient access is incredibly important, and I see administrators light up when they’re able to communicate with patients more easily. It seems simple, but it really makes a difference.”
Kashif is driven to make a difference for other families in his work at Luma.
“Getting the care you need shouldn’t be a burden – needing care is enough stress in itself. My family has been so lucky to navigate this process with amazing healthcare resources, and with physicians in the family who can provide guidance,” Kashif said. “So many others don’t have those resources – we have to meet every patient where they are.”
Why Patient Success is a series from Luma staff about their experiences as patients and caregivers navigating the healthcare system.
“I initially came to healthcare out of a passion for sports,” said Maggie Hanlon, Director of Engineering Operations at Luma. “But it wasn’t until I sustained an injury during a sprint that I truly understood how hard it can be to navigate the healthcare journey as a patient.”
From a young age, Maggie was interested in health from a sports perspective – she played soccer and was a competitive sprinter for a decade – and was excited by technology. “My brother convinced my parents that we needed a computer, even though that was uncommon in the early 90’s,” Maggie said. She eagerly switched majors to study health informatics after discovering the field at university, and gained hands-on experience working as a project analyst for the University Health Network in Toronto.
In 2015, during Maggie’s graduate program, she became a patient herself after tearing her meniscus. “I got the impression the orthopedic surgery I needed would be no big deal, but I wasn’t prepared for how intense recovery would be,” Maggie said. “I realized I didn’t know how to gauge normal symptoms of recovery or when to call my doctor.”
She recalled scheduling a treatment for her knee before commuting to work, not realizing that she’d be in significant pain later that afternoon. “I could have planned ahead and scheduled things differently if I had known,” she said.
Her mum flew to Toronto to help Maggie take care of daily tasks after surgery, but recovery took longer than expected, and Maggie struggled after her mum returned home. “I needed someone to check in and ask ‘how’s your pain level?’ or ‘how is your wound healing?’, but there was no patient-to-provider texting,” she said. “If I needed to get in touch with my doctor, it was by phone calls.” The experience showed Maggie firsthand how much patients rely on hands-on guidance from their care teams.
At Luma, Maggie has made it her mission to get the right information to patients. “When I started as a customer success manager, I realized that the right technology and processes could improve experiences like mine,” she said. Her experiences as a project analyst, and a patient herself, have helped her build workflows and technology to meet customers’ unique needs. “I love technology and computers, but I’m always trying to keep the patient’s real-life experience top of mind,” Maggie said.
“Patient Success is thinking about what we can do for a patient’s care journey, instead of leaving it to them to be engaged,” Maggie said. In her operations role, she’s dedicated to helping patients be more successful across the Luma community. “Anything we can do to make other peoples’ lives easier, and in a way that scales, that’s powerful.”
