DrChrono vs. WebPT

Templates are customizable and you can take pictures directly into a patient's chart. DrChrono is less appropriate for this reason: they have been working on enrolling my company for Medicare electronic billing for [seven months]. [As a result], I have been unable to bill for any Medicare patients for [seven months]. The only person I have talked to was in India [and] ([the] email address ended in .india). I have had to call Medicare to try to figure out how to complete the enrollment process, [and I ended up with this response from Medicare: "DrChrono needs to [stop being lazy and do something]!." I lost [a] significant [amount of] money. [...]

WebPT is has been very useful and complememtary to our needs and values. We use WebPT for scheduleing, reporting, documentation, HEP, outreach, and Payment Processing. We have had very good outcomes with all aspects of the software and would highly reccomend to any of our collegues. As a patient client care coordinator specifically the most beneficial aspect to WebPT I have found is the cusomization of the schedule to best suite all our scheduling needs as well as reporting for productivity, authorization tracking, and missed notes

Incentivized

• Documentation Template Customization

• The ability to customize documentation to suite the needs of individual clinicians.
• The ability to share calendar as well. Also customizing each persons calendar to see their needs and roles.
• The ability to take that information and synthesize it into a billing program, whether that’s WebPT Billing or Therabill, is a game changer for a small practice

Incentivized

• [Onboarding] trainers and tech support do not know the program.
• [All] DrChrono calls are from blocked, [unknown], or their personal numbers. [Looking] at [each] caller ID, you have to answer every call because they do not register as DrChrono.
• DrChrono [uses] [Google] phone and [I could] not understand what [a] trainer [said] [when I called them]. [I could not hear what the trainer said] over the noise of other conversations on [Google] phone.
• [I] [had] absolutely no way of talking to tech support in person.
• [Tech] support tickets [are] unanswered.
• [They] do not know how to enroll providers to bill Medicare electronically.
• [There was] absolutely no accountability.
• [The] platform was constantly down [and was very frustrating].
• [There was a] consistently, delayed submission.
• [Every] day, [I got] an email about a problem that they are working on.
• [Weekly] issues for platform [was] addressed for slowness.
• Tech support needs [to have professional people answering tech problems, needs to be reliable, and be responsive whenever someone has issues].
• [The] tutorial videos [for DrChrono] are from several years [ago] and no longer apply to the [most] current platform layout.
• [The] help browser [is] nonfunctional.
• [Tech support is not well trained. You can not talk to anyone in person and they often do not answer tech tickets. Onboard trainers do not know their system. Customer often figures out the answers before the training rep. Between the accent and the noise of Google phone, my entire training session was asking her to repeat what she said. When they are rated lowest of the group for tech support, it is for a reason].

• accounting services - we frequently get emails that say our payment is late, yet we are on an auto pay system
• an admin portal where we can see and update our account easily
• re-training - it would be great if there was more of a directed push from WebPT to keep members up to date on best use of their software and integrations

Incentivized

DrChrono has resulted in revenue loss

I sleep better at night knowing that the WebPT is keeping our clinic compliant with documentation

Incentivized

If you don't want to do anything custom, the platform is pretty easy to navigate.

Usability is great except some glitches. I will give 70 out of 100 because it isn't a perfect one. There are better software but they are more expensive.

Incentivized

I am glad I am not always affected by the platform problems. You get daily emails notifying you they are working on slowness, ERA submission problems etc

For the most part, the program slowness has not affected me directly.

WebPT performs well when you comply with their recommended upload speed. WebPT coordinates effortlessly with Kareo, giving my practice a full, compliant EHR that feeds seamlessly into medical billing.

Incentivized

Their tech support is not well trained. You can not talk to tech support directly. You have to submit work tickets, which have gone unanswered

When I first started using WebPT the support was quick and it was easy to get someone on the phone and they were happy to help resolve my issues quickly. As time has gone on, it has taken much longer to process requests for help. It is rare that I even get same day responses to my questions. Sometimes this holds up patient care significantly.

Incentivized

When being trained on the billing program, rather than start at the beginning and "TRAIN HOW TO USE THE PROGRAM" the trainer kept asking me what questions I had. I kept saying I don't know what I don't know. Her response was, ok, were done then. You don't have anymore questions. The only thing I could think to do was ask her to explain each item in each drop down box, but she would just read out loud the drop down choices and ask what questions I had. This pretty much sums up their training.

If you have used other EHR and programs, over time you will be able to self train for DrChrono

TheraOffice has the best tech support and onboarding training. WebPT is also good, but their charting templates lack customization. RehabOptima and Casamba are straight forward and reliable. I am currently stuck with DrChrono.

WebPT is better than TheraOffice in the fact that we can use it web based only and can use any computer that we purchase. We also can access our schedules at home to see if changes are made without having to bother our front desk staff. TheraOffice has a leg up when it comes to reports. They are much more intuitive and are easier and faster to put together.

Incentivized

The platform is often being worked on for slowness.

• Negative: I have lost reimbursement due to the time for tech support to address ticket and the max claims submission time.
• Negative: I have [not had any medicare revenue for seven months] due to DrChrono not knowing how to enroll for Medicare Electronic Billing. This issue still has not been resolved.
• Negative: Lost time due to the platform being down or running slow.
• Negative: Slow claims processing.
• Negative: DrChrono needs [qualified] tech support, [quality] [for] onboard training, [timely] response to technical issues, [and timely] response to billing issues.

• We have been able to reduce the front office staffing required for electronic benefit verification.
• We are able to effectively track the effectiveness and quality of care provided by our PT's through the metrics provided with WebPT Reach and Outcomes products.

Incentivized