Case Study: Piedmont Access to Health Services achieves improved appointment access and higher patient satisfaction with Luma Health

PATHS uses Luma to empower patients in their care journeys, with 60% opting in to waitlist offers

Piedmont Access to Health Services (PATHS) is a federally qualified health center serving central Virginia with comprehensive care regardless of patients’ ability to pay. Facing unfilled appointments and care gaps from manual reminder workflows and late calls, PATHS partnered with Luma Health to modernize appointment access using appointment reminders, waitlist offers, reviews, and a text-first workflow.

Luma Health implemented a text-first reminder system with reminders starting a week before visits, automated waitlist offers and immediate feedback prompts, freeing front-desk staff from hours of manual work. As a result, Luma Health enabled over 60% of patients to get waitlist offers to be seen sooner, helped raise PATHS’s NPS to 89.58, and reduced no-shows and appointment fill gaps by streamlining outreach and follow-up.

Piedmont Access to Health Services

LaTonya Mays-Terry

Patient Service Representative Trainer