Jul 9, 2025
Luna Physical Therapy Response
9moHi there, and thank you for sharing your feedback. We’re sorry to hear about your experience and appreciate the opportunity to address some of your concerns directly.
On clinical documentation and billing: our standards are set by therapists, for therapists to exceed industry norms and ensure patients receive safe, effective, and medically necessary care. We want to be clear though: Luna does not and will not “harass” therapists. Our documentation review process is designed to support providers, reduce claim denials, and ensure timely, accurate payment. Importantly, therapists always retain full control of their notes, with final approval and signature on every chart. If this is not occuring, please contact our compliance hotline which is anonymous at (800) 928-0084 or online at report.complyline.com (organization pin is 122717).
Many of the admin functions mentioned are what allow therapists to focus on care rather than carrying those burdens themselves. If we scaled those back, frustrations like a “buggy or clunky" app wouldn’t improve — they’d grow. :(
You might also be suggesting a potential à la carte model, where therapists could choose the level of support they want. That’s a thoughtful idea and something for us to explore in the future! In the meantime, we remain committed to refining the balance between compensation, support, and compliance so therapists can focus not only on their patients, but also on their own work life balance ; avoiding the burnout that is far too common in this industry.
We recognize your concerns. As you noted, we entered an industry facing declining reimbursements, and our mission has always been to better support healthcare and physical therapists in that environment. We regret that this was not your experience, and we thank you for sharing your valuable feedback.