How does call tracking work for a clinic?

Your clinic keeps its main number. You rent extra numbers from a tracking service. Each extra number forwards to your main line, and each is shown in one place only. When a call arrives on the “website” number, the system logs it as a website call. The same goes for the number in your ad or other places.

Some tools also swap the number shown on your website depending on how the visitor arrived, for example from Google search or from an ad. That gives finer detail, but needs a bit of code on the site.

• How many calls each source produces.
• When calls arrive, and how many are missed.
• How long calls last.
• Which pages or ads led to calls, with the dynamic swap.

It doesn’t tell you whether the caller booked. For that you need the front desk to note the outcome, or a link to your booking records. See measuring booked first visits.

Google removed call history from Business Profiles in July 2024. The profile still counts taps on the Call button, but that misses calls dialled by hand and can’t tell you who called or whether they booked. Your own tracking fills that gap. It is also the main way to judge ads that drive calls. See Google Ads rules.

1. Decide what you want to track. Website, online profile, ads, print or email.
2. Choose a service that gives local numbers with your area code and forwards to your line. Compare features and pricing on each provider’s site.
3. Keep your main number in the places that need it, such as your signage and your profile’s primary phone field, so your listings stay consistent.
4. Put tracking numbers in one place each, and write down where.
5. Test every number. Call it, check that it rings the right phone and is logged.
6. Set up reporting you can read, monthly.

Consistency matters for local search. Your profile should show your main number as primary. Some profiles allow a tracking number as the primary and the main number as secondary. Ask before making changes, since mismatched details can confuse search.

Call tracking can record calls. Recording calls with patients raises consent, privacy and health information questions that vary by province and state. This is not legal advice. In general:

• Don’t record by default. Count calls without recording unless you have a reason and have checked the rules.
• If you record, tell callers at the start of the call.
• Never store health details in a marketing tool.
• Check where data is stored, and who has access.

We don’t need call recordings or patient information to measure calls.

Tracking numbers cost a small monthly amount, and prices vary by provider and plan. If you move to a new provider, you may lose the numbers, so know whether your numbers belong to you. Keep ownership in your clinic’s name. See who owns your accounts.