Luma Health Functionably Reliable but Poor Customer Service
Use Cases and Deployment Scope
We use Luma Health for all patient communication, but primarily for appointment confirmations, reminders, and for feedback. Luma Health helped us create a much better reminder system than what is native to our EMR (athenaPractice), and they also worked to help us build a custom solution to completely digitize our intake form and consent form process. We also use the two way chat feature, which very helpful because it is designed well to allow our team to assign chats to other departments, in addition to ensuring that all patients are responded to quickly.
Pros
- 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
Cons
- 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.
Return on Investment
- Positive: improved our appointment reminder system to improve appointment attendance and patient engagement
- Positive: heavily reduced the amount of hours our staff used to take collecting intake and consent forms using paper as opposed to digital
- Positive: given us reliable and actionable data on NPS to allow us to report on and improve our patient experience
Usability
Alternatives Considered
HubSpot CRM
Other Software Used
HubSpot CRM, Google BigQuery, Fivetran
