Meet Nabrina Rojas, the Regional Office Manager at Dublin Physical Therapy, located in our beautiful city of San Francisco.
Though she can run a clinic like a boss, she and her staff were frustrated with unanswered emails using WebPT. Out of frustration, she even started sending appointment reminders from her personal Gmail account in order to reach clients.
You read that right - her personal Gmail account. Enter Luma Health.
“I was sending 700-800 email reminders every month, all individually, and was spending hours on the phone trying to re-schedule appointments.”
Let’s talk about the dark days. What was life like before Luma?
It was so out of hand! We were using WebPT at the time, and their reminder system only worked with email. It was really difficult to use, so I ended up using my personal Gmail account to send all of the emails to try and speed up the process.
Our call volume was crazy, and our cancellation and no-show rates were completely off the charts. And even though we were sending hundreds of emails manually every week, patients weren’t keeping up with their emails.
Once a patient cancels or doesn’t show for an appointment, it’s nearly impossible to get them back. Sometimes, we would even forget to reach out and get them to come back in. When we actually sent appointment reminders, most of them ended up lost in cyberspace, never even opened.
How did our waitlist help with your cancellation and no-show rates?
It changed everything. Our no-show rate before Luma was over 16% and now it’s less than 7%. I don’t spend hours every week trying to fill cancelled appointment slots either. We had empty appointment slots every day. After using your waitlist, though, we’ve been able to fill about 30-35 appointments every month.
“Our call volume was crazy, and our cancellation and no-show rates were completely off the charts.”
Pre-Luma, it sounds like you were spending a lot of time trying to contact patients.
We were, and we had little to show for it.
I was sending 700-800 email reminders every month, all individually, and was spending hours on the phone trying to re-schedule appointments. I developed this waitlist on an excel spreadsheet to try to keep things organized. It organized everything, but I had to create a new one every single week. I felt like I was running on this treadmill, chasing the clock, and could never keep up. On top of everything, it just wasn’t working.
“We were spending so much time just trying to keep up before. Now, we really do get to put our patients first.”
Has our waitlist been able to save you time?
Yes. Hours! It’s automated everything. It’s so nice not having to babysit an excel spreadsheet all day long anymore. I enter patient data, which takes no time at all, and you take care of the rest!
If you could share some words of wisdom with others that are considering working with us, what would you say?
You won’t ever look back. The Luma Health system works, and we’ve seen it in our own practice. We were spending so much time just trying to keep up before. Now, we really do get to put our patients first. And our patients love it! They even make a point to let our front desk know how much they love the text message reminders.
Whenever we’ve encountered issues with the product, they’ve always been quick to respond, too. Everything is always resolved right away.
While we knew Luma could help, they’ve added more features for us than we even know we needed and helped us more than we knew they could help. It’s been a great experience.
Our Waitlist Management Product is no crystal ball, but it can solve a lot of your problems. Reach out today to find out how to get started.
Angie Shin leads customer success at Luma Health. When she’s not giving customers love, you can find her climbing rocks or sipping tea at the local cat cafe.