Let’s be honest—phone calls are still the lifeline of healthcare practices. Patients call to book appointments, ask questions, and connect with your team. In fact, most practices get about 80% of their new leads from calls (Liine’s 2023 Healthcare Marketing Benchmark Report). But here’s the thing: these calls aren’t just about scheduling—they’re your chance to build trust, guide patients, and even boost your bottom line. That’s why investing in call-tracking software isn’t just a good idea—it’s a game-changer.
What Is Call Tracking, Anyway?
Call tracking is like putting a magnifying glass on your marketing efforts. It helps you determine where your calls are coming from, what’s driving patients to pick up the phone, and how you can improve their experience.
Here’s how it works:
- Static Call Tracking: Assign unique phone numbers to different campaigns—think print ads, online ads, or emails. When patients call, you know exactly what brought them in.
- Dynamic Call Tracking: This feature takes it to the next level. When someone visits your website, they’re assigned a unique number. You’ll see their journey when they call, such as which pages they visited or what ad led them to you.
With these tools, you’ll stop guessing which campaigns work and start knowing.
Why GDPR and Privacy Compliance Matter
In Europe, GDPR sets the gold standard for data protection, and call tracking is no exception. As a data controller, you’re responsible for how your call-tracking provider—a data processor—handles customer data. Ask these key questions:
- What data do they collect, and how is it processed?
- What security measures are in place?
- How long is the data stored?
If your provider is outside the EU, please ensure they meet GDPR standards, such as Privacy Shield for US-based companies. UpMedico works exclusively with GDPR-compliant tools, so your patients’ data stays secure while you gain insights.
Features You Should Demand
When you’re choosing call-tracking software, don’t settle. Look for:
- Caller Insights: Understand where your patients are calling from and what they need.
- Smart Routing: Ensure calls reach the right team quickly.
- Real-Time Data: Help your team deliver better service during calls.
- CRM Integration: Keep everything seamless by syncing with your existing systems.
- Keyword Analytics: Learn which words and phrases drive calls.
- Call Recording: Review and optimise patient interactions.
- Detailed Reports: See what’s working and where to improve.
- HIPAA/GDPR Compliance: Protect patient data and build trust.
Why Analytics + Call Tracking = Success
Call tracking paired with analytics tools gives you a complete view of how patients find your practice. From the first ad click to the phone call, UpMedico uses this data to fine-tune campaigns and maximise ROI of our Google Ads campaigns.
Successful Case: Baptist Health
Baptist Health is a prominent example of a healthcare provider successfully utilising CallRail for call tracking and lead generation. The organisation, encompassing six accredited hospitals and over 200 specialised practices, transitioned from an outdated call tracking system to CallRail, enabling it to gain critical insights into its marketing efforts. This transition allowed Baptist Health to measure conversions effectively and optimise its campaigns based on the data collected from phone interactions1.
Key Outcomes of Using CallRail at Baptist Health:
- Enhanced Marketing Strategy: Baptist Health leveraged CallRail’s capabilities to extract valuable data from phone conversations. This information informed their overall marketing strategies, leading to improved efficiency and effectiveness in their campaigns.
- Data-Driven Insights: The platform provided detailed analytics that helped the organisation understand which marketing efforts drove calls and conversions, facilitating better resource allocation.
Successful Case: Maven Dental Group
Maven Dental Group is a notable healthcare provider that has effectively used CallRail to track phone calls and enhance lead generation. Based in Australia, it has over 1,000 employees and generates approximately $150 million in revenue. In 2021, it adopted CallRail’s call tracking system to replace its legacy system.
Key Benefits of CallRail for Maven Dental Group:
- Call Tracking and Recording: The integration of CallRail allowed Maven Dental to track and record calls efficiently, providing insights into customer interactions crucial for lead generation and service improvement.
- Enhanced Data Utilization: By leveraging CallRail’s analytics, Maven Dental can analyse call data to identify trends and optimise their marketing strategies, ultimately driving more patient bookings.
The Best Call Tracking Tool for Healthcare
From our experience (we have no affiliation or partnership), CallRail is a standout solution for healthcare practices. Here’s why:
- GDPR-Compliant: Keeps patient data secure while providing actionable insights.
- All-in-One Tracking: Captures calls, forms, and offline campaigns.
- Seamless Integrations: Works with CRMs and marketing platforms.
- AI-Driven Insights: Highlights trends and keywords for better decision-making.
- Customizable Reporting: Tracks ROI and campaign performance with ease.
For Multi-Site Practices: Keep It Simple
If you’ve got multiple locations, things can get messy fast. Stay organised with these tips:
- Set Goals: Focus on your goal—better lead tracking or improved patient engagement.
- Audit Your Numbers: Ensure all phone numbers are accurate across campaigns.
- Keep Track: Use a system to manage phone numbers for every location.
- Think Offline: Include phone numbers from brochures and print ads.
- Get Help: Let an expert like UpMedico handle complex setups.
Why It’s Worth the Investment
Call tracking isn’t just about collecting data—it’s about transforming how you connect with patients. UpMedico uses tools like CallRail to help you gain insights, improve patient experiences, and make smarter marketing decisions.
With our tailored strategies, like the ones we implemented for our clients, you can grow your practice, boost engagement, and capture every opportunity to thrive. It’s about building trust and delivering the care your patients deserve.
