Case Study: Northfield Hospital & Clinics achieves 30% shorter hold times, nearly 15% fewer no-shows, and 80 hours/month saved with Luma Health

Northfield Hospital + Clinics saved 80 hours in manual reminder calls per month

Northfield Hospital & Clinics, an independent regional hospital system with six multi-specialty clinics in southern Minnesota, needed to stand out against larger health systems while improving access and patient communication during a MEDITECH migration. To address long hold times, low portal adoption, and the burden of hundreds of manual reminder calls, Northfield partnered with Luma Health and adopted Luma’s patient engagement tools including SMS appointment reminders and automated messaging.

Luma Health implemented automated SMS reminders, chat-enabled forms, and 24/7 patient touchpoints, which cut average hold times to about 30 seconds, reduced no-shows by 14.75%, achieved an 86% patient engagement rate with messages, and saved roughly 80 hours a month in manual reminder calls—freeing the call center to handle inbound patient needs and helping Northfield grow patient engagement and retention.

Northfield Hospital & Clinics

Vern Lougheed

Director of IT