Luna Physical Therapy reviews

Thanks for sharing your experience with Luna! I'm glad to hear the documentation and rate are meeting your expectations. I understand how frustrating it can be when you need to speak to someone and face challenges. In January, we added a resource to Lunaversity on how to use the chat feature effectively, and we sent out broadcast messages and emails to raise awareness. However, we still find that some veteran PTs aren’t sure who to contact for specific issues. Try this: When you're in the app, go to the chat feature and select "Clinical." There are multiple categories there related to your question (e.g., Plan of Care/Referral, Pathways and Escalations, etc.). You can also request a live call from someone on the Clinical team. We do a lot of clinical support calls with PTs and provide meeting links to schedule time with us when necessary. It can be tricky to determine when a call is needed versus addressing the issue via chat, as high call volumes can be challenging. That’s why we recommend reaching out through the chat feature first. However, we absolutely want to be there when you need to speak with us, so please don’t hesitate to reach out. Thank you for being a part of the Luna community, and again for the valuable feedback!

Thank you for your review. We are glad to hear that you find the scheduling and care model beneficial! Regarding compensation for cancellations, this is a challenging area for many companies, as recovering fees from patients is notoriously difficult. As a result, most choose not to provide a cancellation rate for per-diem therapists or independent contractors. For Luna, the $95 fee is intended to deter patients from canceling. Unfortunately, cancellations still occur, and while we strive to mitigate the impact, Luna incurs significant losses overall, even when the cancellation fee is applied and collected. Nevertheless, we are committed to respecting therapist time and shoulder the majority of the loss in support of our clinicians while working with patients to minimize cancellations. Thank you for your understanding, and we look forward to continuing a meaningful partnership to deliver the best care!