Case Study: Columbus Regional Health cuts no-shows by 40% and triples patient reach with Luma Health

CRH reduced no-shows by more than 40%

Columbus Regional Health (CRH), which serves residents across 10 counties in southern Indiana with hundreds of providers, was struggling with inconsistent patient outreach and unsustainable automated phone calls. CRH partnered with Luma Health (with consulting support from Chi-Matic) to modernize communications by shifting to an automated, text-first reminder and outreach system that standardizes messages across departments.

Luma Health implemented enterprise-wide automated text reminders and outreach workflows, giving CRH full visibility into patient touchpoints. As a result, CRH now reaches three times as many patients, more than 80% of its patient population receives text reminders, and no-shows have dropped by over 40%, delivering immediate ROI and improved patient engagement.

Columbus Regional Health

Gayle Wilson

Senior Systems Analyst