Case Study: University of Maryland Medical Center achieves 20% fewer MRI cancellations and $3.4K/month recovered with Luma Health

University of Maryland Medical Center - Customer Case Study

The University of Maryland Medical Center, a large academic hospital system, faced long MRI wait times and a 9–10% cancellation rate that was costing about $185K per month. To address this, the Department of Diagnostic Radiology and Nuclear Medicine engaged Luma Health to pilot pre-appointment outreach for outpatient MRI scheduling using interactive text and voice messages patients could respond to.

Luma Health replaced manual reminder calls with confirmable text and voice outreach (and later an automated waitlist), enabling patients to confirm or cancel in real time. Over a two-month pilot, Luma Health’s pre-appointment confirmation texts cut cancellations by 20%, recovered $3.4K per month from MRI appointments, reduced staff scheduling time by 1–3 hours, and projected a $33K/month revenue upside if applied across all radiology modalities.

University of Maryland Medical Center