Overall Satisfaction with WebPT
We currently use WebPT for our online patient intake, scheduling, EMR, billing, clinical outcomes, and patient engagement.
- Medicare compliance
- Limited business analytics
- Patient engagement
- Customer service
- Support
- Clinician time to document in EMR
- Integration of objective data to assessment of goals
- Communication with subscribers
- Accountability
- Integrity
- Poor functionality of online patient intake negatively impacts ROI
- Poor technical support negatively impacts ROI
- Poor customer service negatively impacts employee work/life balance and possibly employee retention
- WebPT billing positively impacts clean claim rates and reimbursement
- WebPT outcomes tracking improves evidenced based practice
- WebPT integrates Medicare compliance
Previously they were our greatest partner. Currently we are disappointed in their service.
Front end - consistent problems with online patient intake leading to more work for our administrative and clinical team and some patient complaints
Middle - EMR evaluative notes take a long time which negatively impacts productivity and employee work/life balance. In EMR flow sheets do not integrate with WebPT HEP. Again frequent technical issues, poor support and related customer service did not deliver on WebPT's brand promises
Back end - WebPT Reach is a powerful tool to retain and market your existing clients and leverage this into positive online reviews to gain new clients
Middle - EMR evaluative notes take a long time which negatively impacts productivity and employee work/life balance. In EMR flow sheets do not integrate with WebPT HEP. Again frequent technical issues, poor support and related customer service did not deliver on WebPT's brand promises
Back end - WebPT Reach is a powerful tool to retain and market your existing clients and leverage this into positive online reviews to gain new clients
Do you think WebPT delivers good value for the price?
No
Are you happy with WebPT's feature set?
No
Did WebPT live up to sales and marketing promises?
No
Did implementation of WebPT go as expected?
No
Would you buy WebPT again?
No
Using WebPT
9 - Clinical - Owner/Director, Staff Physical Therapists, Staff Physical Therapy Assistants
Administrative - Clinic Business Manager, Asst Manager, and Admin support. Patient intake, insurance authorization, scheduling, claims submission, billing, collections
Administrative - Clinic Business Manager, Asst Manager, and Admin support. Patient intake, insurance authorization, scheduling, claims submission, billing, collections
3 - In 2022-23 all three of our administrative team were constantly in communication with WebPT support to attempt to resolve the numerous problems described in this review.
- Patient intake
- EMR
- Outcomes
- Billing
- Patient engagement
- Telehealth - WebPT integration of Zoom sustained us during the worst of COVID-19
- WebPT Reach produces tangible marketing results
- Remote patient managing
Evaluating WebPT and Competitors
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Other
The most important factor was PT specific EMR versus a multi-disciplinary EMR which often does not meet our needs
I am currently re-evaluating my choice of Physical Therapy enterprise softwares. I remain committed to a Physical Therapy specific platform. I am now looking for a company with better technical support, customer services, and agility to respond to the rapidly changing needs of modern healthcare.
WebPT Implementation
- Implemented in-house
Yes - EMR, scheduling at inception of our private practice then added billing, HEP, outcomes, and online patient intake modules over 13 year period with WebPT.
Change management was minimal - Previously we learned WebPT provided much needed infrastructure and feeling of security for our team during changes in health care. WebPT was the core of our clinical and administrative team functions and a mode of team communication. WebPT was our most trusted partner that we relied on to tackle industry wide changes such as decreasing reimbursement, abuse of utilization management, Medicare compliance, employee work/life balance. WebPT is now a source of stress for all my team members and is causing changes we have to manage locally.
- Frequent failures in functionality of software
- Poor support
- Poor customer service
WebPT Training
Configuring WebPT
I have previously volunteered my time to help WebPT develop Vestibular templates. I have offered many recommendations to WebPT about best practices both functions in EMR, HEP, support and customer service. I was told point blank by multiple levels of "Success Managers" they are not interested.
Yes - we have customized the interface extensively - We customized evaluation and flowsheet templates to improve efficiency of charting. We customized billing section of EMR to improve correct CPT code selection, compliance with Medicare and private insurance guidelines, and improve visual clutter for clinicians.
No - the product does not support adding custom code
WebPT Support
Pros | Cons |
---|---|
Problems get solved | Slow Resolution Poor followup Less knowledgeable Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
I do not believe "premium support" is an option with WebPT. I would not purchase premium support as an option because excellent support should be available for any service I pay to subscribe to.
Yes - No. This is my core issues with WebPT support and related very poor customer service.
Prior to COVID-19 WebPT had problems with their roll out of WebPT billing. We brought this to their attention, they provided support, and made it right financially. Their current level of support is far from exceptional. Of all the vendors I partner with to meet my clinic business needs they are currently the worst.
Using WebPT
Pros | Cons |
---|---|
None | Do not like to use Unnecessarily complex Difficult to use Requires technical support Not well integrated Inconsistent Slow to learn Cumbersome Feel nervous using Lots to learn |
- Goal % progression
- WebPT Reach
- Evaluative notes
- Flowsheet
- HEP
- Online patient intake
- Outcomes
Yes - WebPT does not have a specific mobile interface but as their name implies works on all web connected devices. It does not scale to smart phone devices well. For example the data entry box for username and password is obscured/does not scale to fit iPhone screen. The schedule view has several function available when you hover the mouse over a patient appointment when on iMac or Macbook pro which does not appear available with iPad, iPad mini, and iPhones.
WebPT Reliability
Integrating WebPT
- Zoom
Depth of Zoom integration is very good. It was not difficulty to achieve. We are able to invite patients, conduct HIPPA compliant, secure telehealth visits directly from the WebPT dashboard. This is one aspect I have to acknowledge WebPT did well and quickly during the worst of the COVID-19 crisis. It helped our team continue to help our patients and kept our business alive during a very stressful period.
- Microfet dynomometry
- iPhone/Pad video capture
- Video Nystagmography
No
- File import/export
No
Treat your customer better. Listen to their input as to how you can improve. Honor your published values and brand promises. Then integrate with other platforms. For example, I am well aware remote therapeutic monitoring is a potential new source of revenue in a shrinking reimbursement field. However, I have absolutely no interest in Keet unless you make the modules I already pay you for work reliably and show more respect for our loyalty and the revenue you get from my organization.
Relationship with WebPT
WebPT is a subscription service format for users of the software and collects a % based fee of all account receivable collected. They mentioned repeatedly they will transition to contracts with different rates and methods of monetizing in the future. However, no actual firm details were provided despite direct questions from our team.
Per WebPT's instructions take screen captures of the numerous technical problems you will encounter across the majority of their modules. This will improve your speed of submission WebPT support tickets. It does not appear to improve their support, communication, or service.
Upgrading WebPT
Yes - The transition to WebPT billing in approximately 2018 did not go smoothly and involved downtime, poor function, and negatively impacted productivity and revenue. However, at that time they did work with us, resolved the problems, and made it right.
The transition to SOAP 2.0, online patient intake, and clinical outcomes did not go smoothly. It felt and still often feels like an extended Beta trial. Technical support remains lacking.
The transition to SOAP 2.0, online patient intake, and clinical outcomes did not go smoothly. It felt and still often feels like an extended Beta trial. Technical support remains lacking.
- When it works clinical outcomes modules enhances EBP
- Our organization will not make any elective upgrades with WebPT until they deliver on the modules we already pay for
Yes - We added modules as we grew. Started with EMR and scheduling. Then added billing, HEP, outcomes, WebPT reach, and online patient intake. SOAP 2.0, online patient intake, and outcomes went poorly.