Case Study: Durham Nephrology Associates achieves a 72% patient response rate and faster referral scheduling with Luma Health

Interactive Text Messages Generated a 72% Patient Response Rate With Luma Health’s Total Patient Engagement™ Platform

Durham Nephrology Associates, a nine‑provider nephrology clinic in Durham, NC, faced missed calls and a drawn‑out referral process because manual phone outreach often couldn't reach patients. To improve access and scheduling for referred patients — including older adults — the clinic implemented Luma Health’s two‑way text messaging solution as part of Luma Health’s Total Patient Engagement™ platform.

Using Luma Health’s platform, Durham Nephrology Associates automated text outreach to make communication convenient and efficient, resulting in a 72% patient response rate to messages, a 62% referral conversion rate, and an average of 3 days to schedule a referral appointment. With Luma Health’s support the clinic increased patient engagement, accelerated referral scheduling, and improved access to care.

Durham Nephrology Associates

Amy Germann

Practice Administrator