HIPAA-safe call tracking for a medical practiceSee which marketing brings in calls, without exposing patient details.
HIPAA-safe call tracking means measuring which marketing brings in calls without letting patient information reach tools that aren't covered by a business associate agreement. In practice, choose a call tracking provider that will sign a business associate agreement with your practice, and keep caller details and call content out of ordinary analytics and ad platforms. Your practice and its compliance adviser make the final decisions.
For practices that book by phone, calls are where marketing turns into appointments. Call tracking shows which search, listing or ad led to each call. The care goes into what the tool collects about the caller.
How call tracking works
A call tracking tool gives each source its own phone number, such as one for your Google profile and one for an ad. Calls to those numbers ring through to your office, and the tool records which source each call came from. On your website, it can show a different number depending on how the visitor arrived. Some tools also record and transcribe calls.
Where patient information comes in
A tool that counts calls still receives caller phone numbers. Recordings, transcripts and call notes can also hold what a patient said about their health or their appointment. HHS guidance says that when a tracking vendor receives protected health information for a practice, the practice needs a business associate agreement with that vendor.
What to look for in a provider
- It will sign a business associate agreement with your practice.
- You can turn recording and transcription off if you don't need them.
- You control what it sends to analytics and ad platforms.
- You can limit who on your team can hear recordings.
- It reports by location, so each office's numbers stay separate.
What to send to analytics
Send counts and sources: a call happened, from which source, to which location, and how long it lasted. Leave out names, phone numbers, recordings and anything about the reason for the call.
What we do
We don't sell call tracking software. We recommend providers that fit your practice, set up the one you choose and connect it to your website and your reports. We help you set things up so patient details stay out of ordinary email and out of analytics. Your practice signs the agreement with the provider and owns the account.
Your practice makes the HIPAA decisions
HIPAA decisions belong to your practice and its compliance or legal adviser. We set things up to support those decisions. We don't certify compliance.
Frequently asked questions
Does a call tracking provider need a business associate agreement?
If it receives protected health information for your practice, such as recordings, transcripts or caller details, HHS guidance says you need a business associate agreement with it. Even a tool that only counts calls receives caller phone numbers, so ask the vendor and your adviser.
Can a medical practice record patient calls?
State laws on recording calls differ, and some require every party to agree. Check with your adviser, tell callers when calls are recorded, and use a provider that will sign a business associate agreement.
What call data should go into analytics?
Counts and sources only: that a call happened, which source and location it came from, and how long it lasted. Leave out names, phone numbers, recordings and the reason for the call.
Do you sell call tracking software?
No. We recommend providers, set up the one your practice chooses and connect it to your website and reports. Your practice owns the account and signs the agreement.
Do you guarantee HIPAA compliance?
No. We help you set things up so patient details stay out of ordinary email and analytics, and we use providers that sign business associate agreements where patient details are involved. Compliance decisions belong to your practice.
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