In this episode

In patient access, the most important measurement is whether patients are getting what they need. But this can’t be separated from what they want — their preferences, how they engage with their care, and more. Luma’s heads of engineering, technology, and data science come together to share takeaways about what hundreds of thousands of patients really want.

For more detail on their data analysis and recommendations from it for healthcare organizations, check out this resource.

Key takeaways

The discussion highlights how healthcare organizations can use data insights to optimize patient engagement and make healthcare more accessible. They discussed the following themes:

Patient behavior is influenced by more than just appointment availability. 

Many healthcare organizations assume that increasing appointment slots will solve access problems, but the reality is far more complex. Patients’ healthcare decisions are influenced by digital literacy, financial constraints, work schedules, and personal responsibilities. Former head of data science Lauren To emphasized the importance of understanding these deeper factors through data analysis.

To explained that improving access requires more than availability; it requires addressing barriers that prevent patients from booking or keeping appointments. By analyzing patient behavior, healthcare organizations can design flexible scheduling, provide better digital support, and create outreach strategies that truly meet patient needs. “What helps them get to care? What makes their clinical care experience better? A lot of that actually comes down to outreach,” she said.

Data-driven healthcare decisions help providers proactively address patient needs. 

Using data analytics, healthcare providers can shift from a reactive approach to a proactive one—predicting patient needs before they become urgent. Many patients miss or delay care due to challenges beyond their control, such as difficulty navigating scheduling systems or lack of transportation. By leveraging predictive analytics, organizations can identify at-risk patients and implement targeted interventions. Luma’s data science team “[is] always asked: ‘What is driving patient decisions, what are the barriers, and how can we improve access?'” To said.

For instance, if data reveals that a patient frequently cancels appointments due to transportation issues, healthcare systems can offer telehealth options or provide assistance programs. This proactive approach helps prevent health deterioration while improving efficiency within the healthcare system.

Technology plays a crucial role in improving patient engagement and healthcare accessibility.

Digital tools, AI-driven patient engagement, and mobile-first solutions are transforming how patients interact with healthcare providers. The episode highlights how technology should be designed to accommodate patients’ preferences, such as mobile-based scheduling, multilingual support, and AI-powered assistance. Many younger patients prefer text message reminders over traditional phone calls, while others may require digital literacy support.

However, implementing technology alone is not enough—it must be intuitive, accessible, and genuinely helpful. Poorly designed digital tools can create additional barriers rather than removing them. The discussion emphasizes that the key to success lies in designing systems that allow for seamless appointment booking, personalized reminders, and easy access to health records.

By prioritizing user-friendly technology, healthcare organizations can significantly improve patient retention, reduce missed appointments, and enhance overall patient satisfaction.