Case Study: Large, Multi-Campus, Academic Medical Center achieves 2.4x slot utilization and expanded patient access with Luma Health

Large, Multi-Campus, Academic Medical Center - Customer Case Study

Large, Multi-Campus, Academic Medical Center faced underutilized outpatient slot capacity, inefficient referral outreach, and dissatisfied patients needing faster access to care. The system selected Luma Health and deployed Luma Health’s patient engagement platform with an advanced two-way Epic integration to automate referral outreach, enable online self-scheduling, send actionable text reminders, and fill cancelled slots from waitlists.

Luma Health’s solution synced referrals in real time, automated outreach and reminders, and allowed patients to confirm, cancel, or reschedule via text. In just over three months the center achieved a 53% referral conversion rate, increased monthly availabilities filled by 2.4x (adding an estimated $332K in revenue), engaged 79% of patients in the first 100 days, grew confirmed appointments 16% (5,260 → 6,100), filled nearly 25% of cancellations, and earned 88% of patients rating online scheduling 10/10.