Everything you need to know.
20 answers about the Lucent Health platform, from onboarding to clinical escalations. Still stuck? Email us or book a demo.
Getting started
Onboarding, pricing, integrations, and contracts.
How long does onboarding take?+
Most clinics are live within one business day. We handle the PMS integration setup, import your existing patient list, and provide hands-on training with a dedicated onboarding specialist for the first 30 days.
Does Lucent Health integrate with my existing PMS?+
Yes. Lucent Health connects directly with Cliniko, Nookal, and Power Diary. Patient records, appointments, and clinician schedules sync automatically, so you're not maintaining two systems.
What does Lucent Health cost?+
Pricing is per practitioner per month, with no setup fees and no lock-in contracts. Plans range from Starter (solo practitioners) to Enterprise (multi-site groups). Book a demo and we'll give you a custom quote based on your practice size.
Do I need to sign a long-term contract?+
No. All plans are month-to-month. You can cancel any time, and your patient data is exportable in a standard format if you leave.
Patient experience
How patients interact with Lucent Health, the AI, and their clinician.
Can patients use Lucent Health without downloading an app?+
Yes. Patients access their plan, daily reminders, progress photos, and clinician messages entirely via SMS and a mobile-optimised web portal. No app download required. Native iOS and Android apps are also available for patients who prefer them.
How fast does the AI respond to patient questions?+
Median response time is under 30 seconds, 24 hours a day. The AI reads the patient's protocol, appointment history, and prior clinician notes before it replies, so answers are always contextual to that specific treatment.
How does Lucent Health decide when to escalate a message to a clinician?+
Lucent Health's AI resolves roughly 70% of questions instantly on its own. It escalates when the message shows clinical judgement is needed: signs of a possible complication, an unclear symptom, a request that requires a prescription change, or any language flagged as concerning. Escalated messages appear in your practitioner's queue with the full conversation history and patient context attached.
How do patients upload progress photos, and how often?+
Patients upload photos directly from their phone camera in the portal, or by SMS reply. Cadence is set by the clinician when the protocol is built (weekly, fortnightly, or at phase transitions). Photos are encrypted end-to-end and stored securely in Australia.
Treatment protocols
Building, running, and adapting the treatments your clinic delivers.
Can I build multi-phase treatment protocols?+
Yes. Lucent Health's protocol builder lets you design multi-phase programs. For example, a 16-week acne management program with Phase 1 (gentle introduction), Phase 2 (active treatment), and Phase 3 (maintenance). Each phase has its own medications, photo cadence, patient education content, and check-in schedule.
Which skin conditions does Lucent Health support?+
Any condition your clinicians treat. The platform is protocol-agnostic: customers use it for acne, rosacea, pigmentation correction, chemical peels, tretinoin protocols, injectable cycles, and post-procedure care. You define the treatments; Lucent Health tracks them.
Can I manage a clinic-wide medication catalog?+
Yes. Admins maintain a shared medication catalog that clinicians pick from when building treatment plans. This ensures consistency across your team, simplifies prescription renewals, and gives you a clean audit trail.
Can patients request prescription renewals through the app?+
Yes. Patients request renewals with a single tap. The request appears in the practitioner's queue for approval or clinical review before dispensing.
Documents & records
Consent forms, lab results, invoices, and everything in the patient record.
Can patients sign consent forms digitally?+
Yes. Consent forms are digital and e-signed inside Lucent Health. Signed forms live in the patient's document library and are legally binding under Australian e-signature law. You get a full audit trail of what was signed, when, and by whom.
Where do patients access their lab results and treatment plans?+
In the Documents section of their patient portal. Every consent form, treatment plan, lab result, invoice, and after-care instruction lives there. Encrypted, searchable, and accessible from any device.
Does Lucent Health handle patient billing and invoicing?+
Yes. Invoices generated in Lucent Health appear in the patient's document library and can be paid directly from the portal. Full billing analytics are available in the admin dashboard.
Data & privacy
How Lucent Health stores, protects, and uses (or does not use) patient data.
How does Lucent Health handle patient data and privacy?+
Lucent Health is HIPAA-compliant, ISO 27001 certified, and fully compliant with the Australian Privacy Act 1988 and Privacy Principles. All patient data is encrypted end-to-end in transit and at rest, with role-based access controls and full audit logging.
Do you train AI models on my patient data?+
No. Patient data is never used to train AI models, never shared with third parties, and never leaves your clinic's private data boundary. The AI uses your clinic's own protocols to generate responses, not aggregated patient data.
Where is patient data stored?+
All data is hosted in Australian data centres, in accordance with Australian data residency requirements. Patient data does not leave Australia at any point.
Analytics & operations
What clinic owners and admins see across the practice.
What analytics do I get as a clinic owner?+
The admin dashboard shows practice-wide adherence rates by protocol, patient retention, rebook rate, revenue per practitioner, and cohort progress over time. You can drill into any individual practitioner or patient for detailed history.
How do I track clinical escalations across my whole practice?+
The admin escalations dashboard lists every AI-flagged, patient-reported, and practitioner-raised clinical concern across your team. You see severity, source, current status (open, in review, resolved), and average time to resolution. Ideal for QA and clinical governance.
A 20-minute demo answers the rest.
Show us your current workflow. We’ll show you how it looks in Lucent Health, with your protocols, your integrations, your team.