WebPT

I am a 15 year user of WebPT including their patient intake, scheduling, EMR, HEP, clinical outcomes, and patient engagement modules. Until recently I was a proud and loyal WebPT consumer. However, my team experienced an extremely high volume of recurrent technical issues during all of 2022 and continued into 2023. We promptly brought these to the attention of WebPT's support team and were frankly not impressed with their communication, technical solutions, or promptness in resolving the issues. When we experienced a clear pattern of the same support issues occurring across multiple different patient accounts we emailed, called, and took Zoom meetings with out "Success Manager". When WebPT still did not address our concerns I took a live in person meeting with a WebPT "Member Success Manager" at the American Physical Therapy Association Combined Sections Meeting to in San Diego to again voice my strong concerns about the poor functionality of the software, related poor support, and negative impact on my clinic finances and morale. Per their request I emailed to re-iterate the same information to the "Success Leader". The subsequent Zoom meeting with the WebPT management was simply the most disappointing experience I have experienced with any vendor in 23 years of clinical practice, 20 years of clinic leadership, and 13 years of private practice. I next attempted to contact Ashley Glover, CEO of WebPT who I met at the Combined Sections Meeting. When I did not receive any communication I felt it was reasonable to reach out to my personal and professional friend Heidi Janega the founder of WebPT and was told Mrs. Golver would be in touch. I have yet to hear from her. During the meetings I described I was told my complaints were not valid and that the support issues were fixed. If the same issue occurs across numerous patient accounts is absolutely not fixed. Rather it is a recurring pattern that negatively impacts patient care, business efficiency, and the work/life balance of our team. It was also clear they had not reviewed the information they mandated I provide prior to the meeting or their own notes on the numerous support issues. I was also told WebPT is not the same company as before and that we may not be a good fit for them. Well, we may finally have a point we agree on. WebPT may now feel they are too big to fail but I can tell you they may be big enough to fail your clinic.

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Our initial implementation of WebPT scheduling and EMR 15 years ago was straightforward and easy. Implementation of WebPT billing in approximately 2018 was challenging but WebPT provided support and good customer service at that time and made it right. Implementation of of online patient intake and outcomes modules have been problematic. WebPT support was poor as was the related customer service including our attempts with 4 levels of escalation.

Used to have more synchronous support during training. Now mostly online modules and pop ups. We have noticed DPT and PTA students have more difficulty navigating the online training as compared to 2020.

Configurability too limited. Templates helped a little but remain bulky and hard to navigate when charting. For example, It is not possible to add back a single a la carte test if you did not select the related suite of tests and measures in the template. We have recurrent problems with configurations we selected shifting back to default options. For example, we configured EMR to NOT display minutes boxes on untimed CPT codes and not for any codes on non-Medicare/federal clients as this facilitates correct/productive billing, improves productivity, and improves team work/life balance. WebPT has spontaneously lost this configuration repeatedly. i.e. clinicians could had to enter minutes in a box for untimed codes such as PT Evaluation or Re-evaluation. This is incorrect as by definition they are untimed codes. It also increases charting time as they can not close the note, ask admin to forward the issue to WebPT support. In turn this decrease productivity and work/life balance (and possibly employee retention). Likewise, minutes boxes often (currently in my clinic) pop up for non-medicare/federal clients. This causes clinical staff to incorrectly apply Medicare guidelines to non-Medicare clients. Again incorrect, negatively impacts revenue, costs me staffing time to lodge the recurrent problems with support, and makes all 9 team members doubt the functionality and reliability of WebPT.

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Online patient intake - frequent functionality problems. WebPT supports solutions to these problems are often work arounds requiring my local admin team to enter data on our end. This prompts the question - why am I paying you for this function if we end up doing intake again. Patient intake and outcomes should not be separate emails to the patient. They find it redundant and are less likely to complete both. It is also entirely possible that this impacts their responses on survey based outcomes measures, possibly skewing outcomes data.

Outcomes - also frequently fails, patient's complete on their device or kiosk/tablet in clinic but will not sync to EMR and populate chart note. Again frequent "solution" from WebPT support involves work arounds requiring admin team staffing hours. Again additional expense of admin team staffing.

Scheduling - frequent problems with lost appointments booked leading to decreased productivity and a customer service issue we have to resolve. Waitlist feature recently improved.

EMR - evaluative notes are slow and difficult for clinicians to enter data. Evaluation templates have improved this a bit but it is still to difficult to add single tests and measures to existing initial evaluations and progress notes. Flowsheets do not save clinicians time with current functionality. You can not see what treatments were provided at the previous visit from the flow sheet view. This slows treatment and frustrates clinicians.

WebPT HEP - does not integrate with Flow Sheet in EMR creating redundant process in charting.

It grew with us from practice inception to our largest size of 12 employees.

Entire suite down numerous times in 2022 and 2023. Individual modules down as well. Modules rated as operational but not functioning numerous times, most so with scheduling, online intake, and outcomes.

Pages often load slowly. Our iMacs are highly reliable and we are connected to the highest speed Comcast business internet. We also connected each iMac via Cat 9 cable during COVID-19 pandemic to speed telelhealth appointments. Zoom does integrate very well with WebPT for telehealth. Their own modules do not integrate well with each other. For example, patients receive separate emails for patient intake and clinical outcomes. If confuses and frustrates many patients. Similarly, EMR flow sheet does not integrate with HEP creating redundancy.

WebPT integrates with Zoom well to offer telehealth PT. It does not integrate it's own modules well. Online patient intake does not integrate with clinical outcomes so patient's must respond to two separate emails. This often leads to poor compliance completing the online forms and often patient complaints to our admin and clinical team. HEP does not integrate with Flowsheet creating redundant data entry.

WebPT was very easy to work with when selling new modules/services.

WebPT simply has not delivered on their brand promises. My leadership team agrees the customer services and relationship with WebPT over the 2022-2023 period is the worst we have experienced in our combined 43 years of healthcare experience.

Extremely poor technical support and customer service.

The current terms and pricing would be fair if they provided adequate performance, reliability, support, and customer service. As they have lapsed in these areas WebPT is overpriced. I would not recommend any PT practice of any size agree to a long term contract with WebPT until they prove they will deliver on their promises.

WebPT is well-suited for adult and geriatric physical, occupational, and speech therapy clinics.

WebPT seems so robust that in cases where thorough documentation is less necessary, it might be over-burdening.

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.