For more than 36 years, OSI Physical Therapy has helped patients achieve optimal function through skilled physical therapy interventions, programs, and education. What started in 1980 as a small, dedicated team seeing patients in the back of a restaurant called the Chicken Shack in Stillwater, Minnesota, has since grown into nine clinics and 106 employees—some of whom have been with OSI since the very beginning.
According to OSI‘s CEO, Jody Ruppert, the company faced some “technology issues.” The team knew they needed more up-to-date—and mobile-friendly—technology in their clinic, especially given the ever-increasing regulatory requirements impacting physical therapists. However, the EMR they were using wasn‘t web-based and thus limited both portability and accessibility. In addition to having an outdated system, Ruppert said their old EMR company was unresponsive to OSI‘s needs. “Making a change would sometimes take a year—if that change happened at all,” she said. “We never heard from them, and when we needed them due to an issue, they were not helpful.”
In fact, the team‘s experience with their previous vendor made them want to ditch technology altogether: “There are certainly days I wish we could go back to paper,” Ruppert said. “However, in all honesty, it would be impossible to keep up with all the regulations and requirements. Doing a simple SOAP note just doesn‘t cut it these days. All the billing and compliance rules are burdensome, and it would be risky business to think anyone could be documenting on paper anymore. Just think of ICD-10—and how painful that would be to have to look up all those codes manually to fill out an encounter form!”
When the OSI crew had finally had enough of their previous EMR, they ditched it—and switched to WebPT, in large part because of its reputation: Ruppert heard great things about WebPT‘s solution from other providers. Additionally, the team was pleased by the fact that WebPT “continually enhances the EMR and scheduling system.”
Ruppert knew that switching EMRs could be scary and stressful: “You never quite know what is going to happen,” she said. Fortunately, though, “the transition to WebPT was seamless and smooth.” Furthermore, the WebPT team “was friendly to work with and responsive to our needs. They guided us through [the process], which I‘m thankful for.”
WebPT has been a great tool to use to help our organization stay afloat—despite increasing compliance requirements. Regulations and rules are changing fast, and WebPT helps us stay on top of them. WebPT also has excellent customer service and amazing responsiveness. Their reps do an amazing job of meeting our needs. We truly see each other‘s organization as a partner.
Ruppert is also thankful for WebPT‘s willingness to work with her on integrating with another billing system. Due to a contractual obligation, OSI isn‘t able to use WebPT‘s billing software. While it‘s not ideal—the practice‘s existing billing system doesn‘t actually meet its needs—Ruppert is pleased that “WebPT works hard to make sure we get what we need for the integration...The WebPT team is supportive and works to do what they can to help me and my team.”
Ruppert shopped around before choosing WebPT; that's how she knows she made the right choice for her growing organization, explaining that WebPT's offerings and pricing are "worth the peace-of-mind of using a great tool and working with a company like WebPT,” she said.
“WebPT is truly a partner to OSI. I can pick up the phone and talk with [the team] anytime—and they listen. They seek to understand our needs and work to make it happen...WebPT has truly worked hard for our organization.” Furthermore, Ruppert found that WebPT‘s “customer service and responsiveness beat anyone else in the market.”
According to Ruppert, the WebPT workflow helps streamline the OSI team‘s documentation, allowing therapists to complete daily notes quickly in comparison to industry standards. This is incredibly important for a fast growing, multi-clinic organization: “WebPT has helped keep our therapists efficient—even with busy caseloads,” she said. She particularly likes the SOAP note setup. The team also loves the “slick” scheduling functionality and the ease of attaching documents to an account or case.
In their eyes, however, the biggest benefit of having WebPT is that it makes it easy to comply with reporting requirements—like those associated with physician quality reporting system (PQRS), ICD-10, and functional limitation reporting (FLR). In fact, WebPT has “taken the pain out of ICD-10” for the OSI team, Ruppert said.
Beyond WebPT‘s stellar compliance tools, Ruppert appreciates the comprehensive compliance education WebPT provides, thanks in part to its partnership with leading industry compliance experts. And speaking of education, the OSI team also benefits from the WebPT University and other application training materials.