WebPT Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Culture, Relationship
WebPT's billing in not good. The vendor has very poor communication. We are unable to reach anyone....
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Relationship, Product
Some bugs happen with the system. Frequently, we get kicked out if there are bugs that WebPT is...
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Product
I like WebPT’s layout. It is easy to find stuff. When I click on stuff, if I want to change an...
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Relationship
WebPT responds pretty quickly. The system has a help button at the bottom. If I get stuck or can't...
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Operations, Product
When I am doing an initial evaluation, there are a lot of things I have to try and find, or there...
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Product
I wish there were a way that we could track data a bit better. If there were a way I could just push...
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Value
If a potential customer is a pediatric clinic, my likelihood of recommending WebPT is low; if they...
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Operations, Product
WebPT could have a better way to input our intake packets. WebPT didn't have a lot of options for...
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Product
For our scheduler, there is a lot of stuff in WebPT that is more for physical therapy; I know that...
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Value
The vendor probably avoids charging for every little thing; they do notify us if there is an extra charge....
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Culture, Value
With WebPT, we buy a license for every provider. When we initially buy a license, we pay for that...
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Product
The more upgrades WebPT has, the more downtime they have. For instance, they were recently down for...
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Culture, Relationship
I would tell others looking at WebPT to make sure they have hard copies of the schedule and things...
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Product
We want the ability to customize text messages to patients in WebPT. There are no automated...
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Operations, Product
WebPT’s training is good. The system is intuitive, and it is easy to train new employees. The...
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Loyalty, Operations, Product
Overall, things with WebPT have gone very well, although the last few months have been a little...
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Product
I know that WebPT provides credit card integration, and they have home exercise program integration....
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Product, Value
We are really happy with WebPT. It helps us out with all of our basic needs. For example, the...
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Culture, Value
WebPT doesn't cost too much. We pay a certain amount per year to use the platform.
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Relationship, Product
WebPT should improve at sending out appointment reminders with dates included in them. I know that...
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Culture, Value
I wish that a lot of the services WebPT offered didn't cost money. It would really help us if we...
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Product
WebPT is limited when it comes to the services we offer outside of physical therapy. The system has...
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Relationship
When WebPT came to fruition, it was terrible, and the vendor let us down in a lot of different ways....
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Relationship
WebPT looks really neat, but for everything that is neat, the system doesn't do the things it needs...
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Relationship
WebPT had people who would step in, and then when they realized that they couldn't provide the...
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Product
WebPT is very rigid in terms of what we have to put in. When we are entering our demographics or our...
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Value
I can't say that we have received our money’s worth with WebPT for sure because it is pricey. But if...
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Relationship
I get frustrated with the support people and executives because they don't understand what I'm...
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Loyalty, Product
Coming from a paper chart to a nice, neatly typed note that everyone can read with WebPT is 100...
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Product
I enjoy working with WebPT. I can move within it fairly quickly, and the system works well for my...
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Product
WebPT does have its hiccups and a couple of flaws I would like to see corrected. It is cloud based,...
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Product
The email functionality in WebPT is not a true email. I would love for that functionality to be a...
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Product
There are a couple of areas in the system that could be improved. The vendor recently made a switch...
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Operations
WebPT has a good module training program. That program is self-paced and very convenient. It allows...
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Product
The product integrates seamlessly with our billing software and faxing system. We are able to send...
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Product, Value
The product's quality is high. The product seems to be specifically designed to meet our business...
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Value
Our productivity with the system has been good, but it is unclear how much of that is directly...
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Relationship, Product
We don’t have any issues with any aspect of WebPT that we use. It is easy to work with the programs,...
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Culture, Loyalty
WebPT has a family of companies now, including Therabill, which we switched to because Therabill's...
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Culture, Value
We have had a lot of downtime with WebPT where the software as a service is not available. Even if...
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Culture, Relationship, Product
One of our biggest frustrations with WebPT was with the Keet platform they own that was supposed to...
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Relationship
It seems like WebPT has gotten too big. They have such a huge percentage of the market, and maybe...
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Culture, Loyalty
WebPT’s ease of use could be a lot better around integration. We get all the updates from the...
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Relationship
There is no customer support with WebPT. We have to send an email, and they send us a ticket number,...
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Relationship
WebPT doesn’t prepare us for downtime. They give us less than 24 hours notice, and depending on the...
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Culture, Value
WebPT does charge for a lot of things, but they are all necessary things. WebPT doesn't nitpick, and...
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Loyalty, Operations, Product
We really like WebPT. I haven't worked with anybody at the vendor, but I haven't needed anybody. The...
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Culture, Product, Value
The upgrades to the product became payable upgrades. Otherwise, the standard operating platform...
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Relationship, Product
We had more and more trouble with WebPT throughout the course of last year. They were intractable...
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Relationship
WebPT has become increasingly political. I turned off their newsletters because they were so...
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Relationship
WebPT’s customer service has become extremely poor. Reaching out for help is a pass-the-hot-potato...
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Operations
Changing a practice over is not an easy thing. I hate that it was like going to the dentist for...
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Loyalty
We loved WebPT for a very long time. What I loved about WebPT that made me feel most comfortable was...
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Product
WebPT says that they can customize, but we have to choose from their options, so the product is not...
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Culture, Value
WebPT has continued to introduce à la carte options. However, they don't say that they are à la...
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Culture, Value
WebPT worked with other software just fine; the vendor just decided to charge for integration. When...
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Culture, Relationship, Value
With WebPT, when a customer gives the vendor notice that they are ending their subscription, the...
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Relationship, Product, Value
I wouldn't at this time recommend WebPT to a large organization of our size. Perhaps a smaller...
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Relationship
We have been with WebPT for many years, and I would say up until several years ago, things were very...
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Culture, Relationship
We would like better communication from WebPT, particularly in understanding the challenges of an...
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Relationship
We would be happy if WebPT was as focused on what is important to end users as much as they are...
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Product
WebPT is very easy software for our end users to follow.
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Relationship, Product
More recently, the response from our end users has been very positive but not to the point where the...
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Relationship
We often identify the problems that WebPT is having, and it takes them a long time to believe us,...
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Culture
We had some questions for the vendor about credentialing and insurance companies, and we were given...
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Culture, Value
If WebPT were going to charge us for something, there wouldn't be anything shocking. The price is...
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Operations
During the implementation, WebPT was really good. Everything was supported well. I have nothing to...
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Relationship, Operations
Some people in my office needed more guidance about educating new staff. It would be nice to have a...
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Product
Whenever we are trying to log on to the system, we have to log on two to three times. The system...
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Product
After the initial time logging in to WebPT, the program is super quick. Everything that the...
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Product
Doing a rapid evaluation, actually typing things, and getting things done in WebPT are very...
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Product
I wish WebPT could get a camera so that we could interject videos into the record, but that would...
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Relationship
Whenever things get messed up, WebPT's support team tries hard to correct things quickly. And the...
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Relationship
In terms of working with WebPT people at any level who are empowered to solve my problems, I think...
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Product
In WebPT, we would like to have a pop-up note on the chart so that we could have internal...
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Product
I don't think anything needs to be changed. The software works very well. Most of the time, WebPT...
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Operations
WebPT’s training is very good. They offer a lot of different training videos and seminars. They are...
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Culture, Relationship, Value
I don't feel like WebPT is overcharging or nickel-and-diming me. WebPT is very good about everything...
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Loyalty, Relationship
WebPT jumped out at us when we were evaluating solutions because the product seemed intuitive and...
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Product
From a functionality perspective, there have recently been a few more outages than we have been...
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Loyalty, Relationship
We are considering replacing WebPT because it is very apparent to us that the vendor has been sold....
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Product
I love WebPT. I love the prompts it gives when I am making SOAP notes. A user can copy and paste...
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Relationship, Product
WebPT is very easy to use. It is very provider and user friendly. For the most part, we are happy...
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Product
On the admin side of WebPT, it could offer some more reporting. There are definitely some reports I...
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Relationship
When I reach out to the vendor, they respond quickly. That is always a plus for us in helping with...
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Culture, Value
WebPT does not avoid charging us for extra things. Recently, we had to add two fees we hadn't...
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Loyalty, Relationship
When the COVID-19 pandemic happened, there was a lot of short staffing and issues, but WebPT has...
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Product
The vendor has all our patient's birthdays on record. It would be nice to get a notification of...
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Relationship, Product
Whenever I try to onboard someone or add someone in the solution, the process is always a little...
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Culture, Value
WebPT has been very transparent with their charges, and they have let us know what they can and...
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Product
The system recently had an upgrade, and now there are 30 pronouns that we can assign to a patient...
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Operations
WebPT has a lot of training, and it is very user friendly. The system's learning curve for new...
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Relationship
If we have an issue, then we can send a ticket to WebPT, and they will work on it. We have never...
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Product
WebPT doesn't allow integration with other software programs. They have a big program that they...
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Culture
At our organization, we have a limited number of licenses, and that makes things a bit tricky...
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Product
I would like to see the search functionality be improved. Currently, I can't type in a patient's...
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Relationship, Product
Overall, I like the solution, and it meets my needs. We have the functionalities that we need, and...
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Relationship
WebPT could improve their service by keeping us updated with our support contact. The contact person...
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Product
I like the easy access on the website, the ability to pull up patient information, and the product’s...
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Culture, Relationship, Operations
WebPT needs to be more detailed in how they promote new products and functionality. The vendor has a...
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Product
Recently, there have been issues with interoperability with other platforms. We have had issues with...
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Relationship
WebPT doesn’t always announce updates and changes that can affect usability, so there have been a...
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Operations, Product
We would tell friends or peers that WebPT is easy to use. It is user friendly. Pretty much anybody...
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Product
In WebPT, we like the user-friendly buttons, options, and reports. Pretty much everything is at our...
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Loyalty, Product
We are able to submit ideas on WebPT’s website for changes in the future. When we are in a patient’s...
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Operations
We like the way WebPT explains everything in their training. They are open to questions and answers,...
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Relationship, Product
WebPT keeps making changes and making it difficult for us to do business with them. The vendor keeps...
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Product
When the vendor comes out with upgrades and things, they don’t do a good job of vetting them, and...
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Relationship
WebPT’s support team needs to be more responsive. When things happen, we have trouble getting good...
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Relationship, Product
There are a lot of times when we have problems accessing different aspects of the program.
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Loyalty, Relationship
We went with WebPT because their documentation requirements are very good, and those keep us in...
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Relationship, Product
We don't really have any trouble with the software. When I asked my staff whether they had any...
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Loyalty
One of the reasons I looked at WebPT was that my billing software seamlessly interfaces with WebPT.
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Product
I don't really have any complaints about WebPT other than having to deal with certain infuriating...
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Relationship
Sometimes I wait a long time to get support on WebPT’s chat, and they want me to use the chat more...
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Value
The software is expensive, and the vendor charges for every little thing. For instance, if we have...
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Product
WebPT develops new technology, but it doesn't always relate to my practice. They did add some...
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Loyalty, Relationship
I think WebPT is proactive in quite a few areas, and their support team is very good once we get...
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Operations, Value
Every piece we get from the vendor comes with a supposedly free training, but we end up having to...
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Operations
The vendor's training was hard. Initially, the vendor would send us a PDF and we would have to...
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Culture, Product, Value
The product works pretty well. It documents and saves the things that need to be documented and...
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Product
I would like to see the vendor work on an integrated online scheduling tool that would allow people...
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Product
The product is pretty intuitive. It is easy to see where its buttons are, what needs to be clicked,...
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Product
We tried to use a QR code for our patients to fill something out, but the product kicked them out,...
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Relationship, Operations
Once I got into the vendor's support chat, the vendor's people sent me a couple of links that I had...
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Relationship
The vendor always has some messages in the product's dashboard. There are also messages on the...
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Operations
During the vendor's onboarding process, the vendor's executives were great. They showed me how to...
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Product
The system's Reach program is helpful, but I am not sure that it is business driven. It is a little...
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Product
We are having new problems with the integration. There are some issues going on right now with...
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Product
WebPT has been pretty good. It is very much geared toward our practice, so it works out pretty well....
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Product
I wish WebPT were more iOS friendly. iOS can be used, but I wish the vendor made the system...
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Operations
WebPT was on board when I signed up with them. They provided a lot of interactive training. They...
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Relationship
WebPT has maintained integrity with their tech support. They always have a support system available,...
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Relationship
WebPT's system works well. If there is a glitch or software issue, the vendor sends out an email....
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Culture, Value
I don't think that WebPT has been unreasonable in what they offer or in their pricing. Everything is...
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Relationship, Product
WebPT delivers new technology. They are always trying to keep things current, and they pay attention...
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Relationship, Product
WebPT was founded and driven by a physical therapist. I think the vendor is trying to cover all the...
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Operations, Value
WebPT doesn't charge us a lot for their education pieces. They have free webinars and other things...
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Relationship, Operations
If we can't figure something out through the trainings that the vendor has already established, we...
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Product
One of the product's downfalls is that the new version of its documentation takes up more pages that...
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Operations, Product
The system's learning curve wasn't nearly as steep as we thought it was going to be. That was nice....
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Relationship
WebPT does a really good job of letting us know what they are looking for and working on. There is a...
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Product
The older version of the product had customer-service questions for patients that could carry over...
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Loyalty, Product
When we print out progress or discharge notes from the product, the system doesn't give us our...
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Relationship, Product
We have been with WebPT since they were really small, and they have really grown. They have merged...
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Product
The strength of WebPT is its intuitiveness. The system is easy to use and learn.
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Value
WebPT doesn’t avoid charging for every little thing. The cost of the appointment reminders that we...
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Culture, Operations
There is a pattern with everything that the vendor rolls out. The vendor is basically always two...
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Product
WebPT's system needs to be more of a point-and-click system. The system needs to allow customers to...
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Loyalty, Relationship
I am really proactive with my organization's patients and staff members when it comes to maintaining...
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Relationship
WebPT's support is terrible. The vendor does everything through email, and we never know who our...
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Relationship
We are supposed to have a success manager. However, the person who we have been dealing with says...
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Culture, Value
WebPT nickel-and-dimes us for every bit of their service. Their system is way overpriced for what...
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Loyalty
WebPT still can't stand behind one of their updates. That should be alarming to them because they...
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Loyalty
WebPT has grown to be so corporate that they have forgotten what it means to be a small business. I...
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Relationship
We joke that WebPT's executives have checked out and are on their yachts somewhere. Our supervisor's...
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Value, Value
The vendor doesn’t charge for every little thing. The cost is standard. They tell us what the cost...
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Operations, Operations
The training is good because the vendor has some good demonstration videos. They have a nice...
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Operations, Operations, Product, Product
There are a lot of good things about WebPT. The product is very easy to use. There might be easier...
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Relationship, Relationship
We have interacted with quite a few different people from the vendor, and they have been really good....
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Product, Product
The biggest thing that we would like to see the vendor improve would be the automation of the...
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Product, Product
WebPT is very thorough. The system isn't lacking much. We like that everything in the system is in...
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Loyalty, Loyalty, Product, Product
There are some things that could be improved in the system. For example, it would be nice if when we...
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Relationship, Relationship
When WebPT takes suggestions, they are slow to change things. We would like them to update and...
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Loyalty, Loyalty
We have started looking at some other systems that might be a bit better than WebPT. We aren't...
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Product
I like that WebPT is tied to the billing product TheraBill, so information automatically transfers over....
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Operations, Product
The initial setup of a patient, putting in their insurance and personal information, is very...
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