The platform is reliable, easy to use, and has robust integrations which allows us to maneuver around some of the native limitations to the platform. For a simple use case of sending reminders, confirmations, and feedback requests, the system works great; however, if you want to build out more complex workflow using conditional logic, A/B testing, etc., the platform falls very flat. Luma Health did work with us years ago to build a custom platform that we use on our iPads in clinics to collect intake and consent forms, which works very well and has reduced our need to collect intake forms using paper; however, I think if we asked for this same project in the current year, we would get a flat no form their team, or it would come at an exorbitant cost. Their customer support has really dwindled in quality over the past few years.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Two-way chat: we can easily text or email our patients one module
API integration: we established multiple integrations which allow us to trigger communications from our CRM (HubSpot), and we also extract data from Luma Health which is essential for our reporting
Reliability: Luma Health has very reliable uptime and we rarely have to worry if it will go down
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Email: Luma Health has a very poor module for creating email templates, which is a huge pain point for our marketing/patient experience team. You essentially have to copy and paste HTML into a Custom Action, which is very laborious and difficult to manage
There is no workflow builder where you can easily map out the patient communication flow with conditional logic. You have to go to different modules within Luma Health (reminders, custom actions, etc.) to get the outcome you want, which becomes very messy.
Their management has gotten much worse over the years (we have been on the platform for 6 years). Our CSM used to feel like a real partner -- we would have monthly calls where we would discuss our goals and work on custom development. Now, they seem to have downsized or shifted their model to pay-to-play. Basic requests feel like pulling teeth, and you have to pay extra to receive the aforementioned benefits that we used to love.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
its admin tool is pretty use to use and has good performance dashboard. it will be more useful if it can be intergrate to our Cerner sytem, so clinic staff do have not access and login a sperate tool
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We use HubSpot as our central CRM and at one point we thought that HubSpot would replace Luma Health; however, it has become apparent that because HubSpot is very newly HIPAA compliant, it is very difficult/impossible to replicate the same functionality as Luma Health, especially when it comes to texting patients in a compliant manner. Luma Health is also much easier to use for a less technically advanced person.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
