WebPT Reviews: 10 Reasons Why Practice Owners Ditched WebPT Software
If you’ve ever been in the market for physical therapy EMR software, you know that WebPT is one of the biggest players out there, with a large base of WebPT customers. What you may not know is that many practice owners are ditching WebPT in favor of other solutions. Here are 6 reasons why practice owners have decided to look for other EMR software options.
Biggest Problems Reported by WebPT Customers
Before proceeding, we want to thank WebPT for pioneering the market for Physical Therapy Software. We deeply respect them for this achievement. However, this article aims to share feedback we’ve received from WebPT customers.
One of the main complaints from current WebPT customers is the software’s declining speed, performance, and reliability, along with decreasing levels of customer support. It appears that the system’s slowdowns began when WebPT transitioned to AWS. According to our discussions with some users, there might have been staff reductions making it more challenging to access customer service.
Imagine driving a sports car that suddenly decides to behave like a vintage tractor—slow, clunky, and utterly frustrating. That’s what some WebPT users are experiencing lately. Their once-swift software now seems to be on a perpetual coffee break, ever since the big move to AWS. And if you think calling customer support will save the day, think again! It seems the support team has taken a page out of a magician’s book and pulled a disappearing act, making it tricky for users to get the help they need.
Alas, while some folks are holding onto hope for a speedy recovery, others are left wondering if they should start sending smoke signals to get their issues resolved. Let’s just say, patience and a good sense of humor have become the latest must-haves in the WebPT user toolkit. If you’re a current WebPT Customer looking for a new platform, we’ve recently conducted a review of the Top 5 WebPT Alternatives. If you’re interested in reading it, please have at it and be sure to share any feedback you have with us.
#1: Inability to Save Work in Progress
As a busy physical therapy practice owner, you know that even your best-laid plans can go astray. You might decide to get caught up on patient charts only to be interrupted by phone calls or questions from your staff. One of the most common complaints about WebPT is that the system does not allow providers and staff members to save their work in progress. That means that if you’re in the middle of completing a patient chart or entering notes and you need to access another screen, you’ll lose your work and be forced to recreate it from scratch. Is this reason enough to ditch WebPT? Some practice owners certainly believe it is, as it forces them to redo repetitive tasks, and have cited it as a reason for their decision.
#2: Not Suited for Cash Practices
If your physical therapy practice operates on a cash basis, it’s crucial to have EMR software that facilitates direct payments from patients, whether they use credit cards or cash. Companies like HENO offer specialized cash-based physical therapy software designed to streamline this process. Effective billing services are essential for managing payments and revenue efficiently in cash practices. With the right software, you can easily log payments and create patient bills without any hassle.
WebPT users have noted that this EMR software is not ideally suited for cash operations and is better suited for practices that accept insurance. This can be a significant drawback for cash-based practices, as the features of WebPT may not meet their specific needs. In contrast, HENO’s cash-based physical therapy software is tailored to support practices that accept direct payments from patients, ensuring a smoother and more efficient billing process.
HENO’s software provides a comprehensive solution for cash-based physical therapy practices. It allows you to manage patient interactions, track payments, and generate bills seamlessly. This level of functionality is crucial for maintaining an efficient and organized practice. By using HENO’s software, you can ensure that your billing processes are streamlined, reducing the administrative burden on your staff and improving overall patient satisfaction.
In summary, if your physical therapy practice operates on a cash basis, it’s essential to choose EMR software that supports this payment model. While WebPT may not be the best fit for cash-based practices, companies like HENO offer specialized software that can meet your needs. By implementing HENO’s cash-based physical therapy software, you can enhance your practice’s efficiency and provide a better experience for your patients. For more information, you can visit An external link was removed to protect your privacy..
#3: Hidden Costs in Revenue Cycle Management
It is extremely common for physical therapy software to come with an array of basic features accompanied by a menu of add-ons that you can get – for a price. Hidden costs can significantly impact a practice’s revenue cycle management, making it harder to predict and control expenses. That’s the case with WebPT and some WebPT customers have complaints about it. For example, patient scheduling is not included with WebPT and is subject to an additional monthly charge if you want to include it. We consider patient scheduling to be a basic EMR software feature. Some practice owners dislike the added and hidden costs with WebPT and prefer software that has totally transparent pricing at every level. We understand this frustration because it was one of the issues that led us to create HENO.
#4: Inadequate Training for Rehab Therapy Workflows
WebPT provides online documentation and live webinars to train new users, but some healthcare providers feel that the training provided is not sufficient and leads to a lot of “trial and error” use of the system at first. Several reviewers mentioned that they had to muddle their way through learning how to use WebPT and that the training provided was not adequate for their needs. They mention staff members struggling to use WebPT’s features. Most users say that they eventually got more comfortable with WebPT, but we can understand why insufficient training and resources might be a problem for some practice owners.
#5: Slow Support Affecting Patient Engagement
Customer support is important to every practice owner, especially rehab therapists who rely on timely assistance to maintain their practice efficiency. When you rely on your software provider to help you troubleshoot problems, you can’t afford to wait 24 hours or more to get a response to your inquiry. Prompt and efficient customer service is essential to ensure that daily operations run smoothly without any hitches. Any delay can potentially disrupt the workflow and impact the quality of care provided to patients.
Several WebPT customers mentioned that WebPT’s support team was slow to respond to requests for help, sometimes taking more than a full day to get back to them. This delay in response time can be particularly frustrating when dealing with critical issues that require immediate attention. While minor issues might only cause a slight inconvenience, more significant problems such as difficulties with billing or recording patient notes can cause considerable stress and hinder the practice’s efficiency. Waiting for a resolution to such time-sensitive issues can feel like an eternity, especially when it affects the day-to-day operations of the practice.
In the healthcare industry where every minute counts, the importance of timely customer support cannot be overstated. Efficient customer service not only helps in resolving issues quickly but also builds trust and reliability between the software provider and the user. For rehab therapists, this trust is crucial as it allows them to focus on providing the best care to their patients without worrying about software glitches or delays. Hence, having a responsive and dependable support team is indispensable for ensuring the seamless functioning of their practice.
#6: Redundancy in Data Entry and Repetitive Tasks
Finally, you may want to think about whether it’s a good use of your time to enter patient data more than once, as this often involves repetitive tasks. Some practice owners say that WebPT has “too many tabs” and “a lot of redundancy” that requires them to repeat work. We think it should be easy for you to set up new patients and create charts – and we don’t think you should need to duplicate effort. Your time is valuable, and some practice owners have switched from WebPT because they recognize that they shouldn’t need to do more work than necessary to run their practices. WebPT EMR software is still a very popular EMR solution on the market, but some WebPT customers have some legitimate complaints with its functionality, costs, and support. Ready to see how HENO can solve these issues and more for your practice? Click here to schedule a free demo!
#7: Poor Integration with Other Systems
According to feedback from WebPT customers, their integration with Therabill, a billing software company they acquired several years ago, presents notable challenges. For instance, some users have reported that patient balances recorded in Therabill do not appear in the WebPT patient appointment software. This issue prevents front-desk staff from viewing a patient’s financial balance, printing statements, or proactively informing patients about balance collection.
However, this is not the only challenge related to the integration between WebPT and Therabill. Additional user feedback has highlighted issues such as delays or losses of claims when integration glitches occur. Some PT owners have shared experiences of entering charges in WebPT and subsequently being unable to locate them in Therabill. Such problems induce considerable anxiety for WebPT customers, as reimbursement for appointments is crucial for maintaining their operations.
Companies like HENO prefer developing all-in-one platforms over making acquisitions. HENO, for instance, created PT Software for PTs by PTs, along with PT Billing Software, a US-Based PT Billing Service, a HIPAA-Compliant marketing platform, two-way patient texting, digital intake, Remote Therapeutic Monitoring Software (RTM), a Patient Kiosk, and more.
While WebPT does offer a range of integrations with popular billing software and practice management systems, many users have reported difficulties when trying to integrate WebPT with other essential systems, such as electronic health records (EHRs) and patient engagement platforms. These integration issues often lead to manual workarounds, which can introduce errors and decrease overall productivity.
According our article: “The Best PT EMR Reviews of 2025,” WebPT’s integration capabilities are rated as one of the top areas needing improvement. The article highlights user feedback indicating that seamless integration with third-party applications is crucial for optimizing clinical workflows and enhancing patient care. Despite WebPT’s recent efforts to enhance its integration features, including the partnership with Magical, the current limitations are still seen as a hindrance to achieving a fully streamlined operation. The reviews also suggest that a more robust integration framework could significantly boost user satisfaction and efficiency by reducing the need for time-consuming manual entries and minimizing the risk of data inaccuracies.
Moreover, the article also points out that competitors of WebPT have been advancing their integration functionalities, which puts additional pressure on WebPT to accelerate its development in this area. WebPT customers have expressed a strong desire for a more cohesive ecosystem where patient data can flow effortlessly between systems without the need for redundant input. As the demand for interoperable healthcare technology grows, addressing these integration concerns is essential for WebPT to maintain its competitive edge and continue to meet the evolving needs of physical therapy practices.
#8: Limited Customization Options
Customization is key for any EMR system to meet the unique needs of different practices. Unfortunately, some users have found WebPT’s customization options to be lacking, particularly when it comes to creating custom workflows and templates. While WebPT does offer a variety of pre-built templates and workflows, the lack of flexibility can be a hindrance for practices that require more tailored solutions. Although WebPT’s customer support team is available to assist with customization, the inherent limitations can still be a significant drawback for practices looking for a more adaptable EMR system.
#9: The Impact on Physical Therapist Productivity
The productivity of physical therapists is crucial for the success of any practice. WebPT aims to enhance productivity by automating many administrative tasks, allowing physical therapists to focus more on patient care. Its user-friendly interface and customizable templates are designed to help therapists work more efficiently. However, some users have reported that the system can be slow to load, especially when handling large amounts of data. This lag can negatively impact productivity, making it harder for physical therapists to manage their time effectively and provide the best possible care to their patients.
#10: Alternatives to WebPT for Physical Therapy Practices
We recently wrote an article exploring the top 5 alternatives to WebPT, a physical therapy EMR system, for those seeking a change in 2025. It highlights HENO as a leading contender, emphasizing its user-friendly interface, streamlined workflows, and robust features like automated data transfer, transparent pricing, and positive reviews. The article delves into HENO’s strengths in scheduling, billing, documentation, remote monitoring, and marketing, positioning it as a comprehensive solution for PT clinics.
Beyond HENO, the document touches on other notable WebPT alternatives some of whom own billing services and some who don’t, including AdvancedMD, Clinicient, TheraOffice, and PlanetRehab. Each platform offers a range of features tailored to the needs of physical therapy practices, with varying pricing structures and user reviews.
The article also provides helpful tips for transitioning to a new EMR system, emphasizing the importance of retaining old billing system temporarily, investing in staff training, conducting mock patient evaluations, ensuring smooth data migration, maintaining communication, and celebrating the successful transition.
Additionally, the document addresses the clearinghouse approval process for e-claim submissions, acknowledging potential delays and offering guidance on navigating this phase. Overall, the article aims to empower physical therapy clinics to make informed decisions when choosing an EMR system that best suits their needs and enhances their operational efficiency.
#11: Bonus Content – Buyer’s Guide: How to Select a Physical Therapy EMR
If you’re looking for a new software platform, we recently published a buyer’s guide to help physical therapists navigate the complexities of choosing the right Electronic Medical Records (EMR) system. This comprehensive guide highlights the numerous benefits of transitioning from traditional paper charts to a digital platform, such as streamlined workflows, enhanced patient care, and improved productivity. It emphasizes the importance of selecting an EMR system that is not only user-friendly and feature-rich but also secure, compliant, and adaptable to the evolving needs of a physical therapy practice.
The guide also offers practical advice on key features to look for in an EMR, such as customizable templates, fast documentation, compliance with regulations, integrated e-faxing, digital intake, and physician e-signatures. It also delves into the future of EMRs, discussing the transformative role of AI in documentation and charting, which can further enhance efficiency and accuracy in physical therapy practices.
Additionally, the guide explores the importance of various ancillary services that can greatly benefit a PT practice. It explains the importance of a robust remote therapeutic monitoring (RTM) software, integrated billing software, and a clearinghouse to optimize billing and revenue cycle management. It also covers the benefits of a patient portal, digital intake, remote check-in, and appointment reminders to improve patient engagement and satisfaction.
Furthermore, the guide emphasizes the significance of choosing an all-in-one EMR system to streamline workflows, reduce complexity, and improve efficiency, as opposed to a fragmented system with multiple integrations and external interfaces. It also highlights the importance of robust training and onboarding to ensure a smooth transition and maximize user adoption.
Overall, this comprehensive guide serves as a valuable resource for physical therapists seeking to navigate the complexities of EMR selection and implementation. By addressing key considerations and offering practical insights, it empowers physical therapists to choose an EMR system that aligns with their practice’s unique needs and goals, ultimately leading to improved patient care, enhanced efficiency, and a more successful practice.
