Clinton, MO. – (Nov. 24, 2025) – Golden Valley Memorial Healthcare (GVMH) has launched a new technology platform that is improving how patients communicate with their care teams and access services. Since implementing phase one of LUMA in late August, the hospital has reduced wait times, improved scheduling and increased patient engagement.
The patient engagement system allows GVMH to send automated appointment reminders and updates by text or call. Cancelled appointments now update automatically in Meditech, the GVMH electronic health record platform, reducing errors and freeing staff from manual scheduling. Referrals, particularly for Imaging Services, are now scheduled faster, giving patients quicker access to care.
Early results show measurable improvements. The average time to answer calls has dropped from three minutes, one second, to one minute, 42 seconds, while abandoned call rates fell from 35.9 percent to 24.6 percent. Referrals waiting to be scheduled have decreased from 600 to 700 per day to fewer than 200. About 75 percent of patients have interacted with LUMA messages, and referral conversion rates have risen to approximately 80 percent.
“This initiative shows how our Innovation Committee is helping GVMH deliver smarter, more efficient and patient-centered care,” said Rachel Boyles, Chief Ancillary Officer. “By combining technology with teamwork, we are improving access, reducing wait times and creating a better experience for patients and staff.”
The Innovation Committee is now preparing for phase two of LUMA, which will expand functionality and continue enhancing patient communication and care delivery and reviewing other potential innovations.
