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When Thomas Kirkby opened his independent physical therapy clinic in Northern Michigan, he needed a technology partner he could count on. Initially, he chose a different EMR based on its advertised features and service offerings.
But that experience didn’t match expectations, creating early operational challenges. Since transitioning to Prompt in February 2025, Thomas has seen steady growth in visit volume, reduced cancellations, and more efficient documentation—without needing to add additional staff.
Since making the switch, Thomas has been able to:
The last system charged per NPI and I thought I was saving money. It couldn’t have been further from the truth: you really do get what you pay for.
Thomas began his practice using an EMR that promised comprehensive billing, credentialing, and documentation tools. But after getting started, he started noticing problems right away.
“It was marketed really well, but it was just such a huge bait and switch in the end,” Thomas said.
Thomas’s prior EMR offered credentialing services, but “they botched every single one of them,” he said. The applications they submitted had numerous delays and errors, leading Thomas to be in-network only with Medicare.
He’s since been able to expand his payor mix, but for those first few months, he felt he had to see people out of network (at a loss) just to get patients in the door.
The prior EMR also offered billing services, but those came with their own host of problems. “They should have stayed away from billing, because I have claims from months ago that aren’t completed yet. They don’t seem to know what they’re doing,” Thomas said.
Since switching to Prompt, Thomas has experienced a meaningful turnaround in multiple areas of his business. “It’s just such an amazing program. I’m surprised you guys aren’t the only EMR out there at this point,” he said.
After making the switch to Prompt, Thomas was able to increase his number of visits per month, and between that and bringing in more revenue per visit, he’s on track to increase his annual revenue by $120,000.
On top of that, he said, “Immediately right after I switched to Prompt, my cancellation rate went below 10%.”
Prompt’s features like the automated reminders and online scheduling tools have made it easy for Thomas’s patients to schedule (or reschedule) their own appointments, saving them time and reducing Thomas’s need to spend time on the phone.
As the only provider in his clinic at the moment, Thomas carries all the weight of documentation. But since switching to Prompt, he estimates he can complete his evaluations in about 5 minutes.
“And the thing is, the documentation is way more complete than on my prior system,” Thomas said. Between Prompt’s AI tools and the note templates, Thomas said, he’s able to get complete and accurate documentation. “You’re not just throwing something together; it gives information that’s relevant and is a good piece of documentation. So yeah, I’m very happy with it.”
Since switching to Prompt, Thomas has been able to save time and get better documentation thanks to AI–but that hasn’t always been his experience. His prior EMR also had AI tools in place for billing and support, but they didn’t quite meet muster.
“I could tell you with 100% certainty that their use of AI over there was a disaster,” he said. Although they marketed their AI tools well, in reality the didn’t add the value they promised.
Much of the time when he reached out to support it as actually an AI chatbot trying to answer questions, and a lot of his billing was handled by AI as well. “That’s why a lot of my claims got messed up,” he said.
Prompt’s company structure and support philosophy stood out to Thomas. Unlike other systems, which may be developed with short-term goals in mind, Prompt is focused on long-term, clinician-first success:
“Everything is just working so perfectly. The customer support is amazing. It’s nice to talk to people in the United States, and getting help through the online chat feature is amazing,” Thomas said.
And even though Prompt is more expensive than some other platforms, “you get what you pay for,” Thomas said.
“When you talk about what it offers in return, it truly does offer a lot more. And if you didn’t use Prompt, you would lose a ton more in revenue than the monthly amount you would save by going with someone else.”