Choosing a dental office phone system
Many dental offices now run cloud phone systems. The features that matter are about not losing calls; the compliance questions start as soon as the system stores recordings, voicemails, or texts with patient information.
Last reviewed against HHS OCR and FCC pages linked on this page on .
Features that reduce missed calls
- Call routing and ring groupsSo a call rolls to the next free person.
- Missed-call reports and call-back lists
- After-hours routingTo an answering service, AI receptionist, or on-call line.
- Voicemail to e-mail or app, with access controls
- Two-way texting from the office number
- Caller lookup in your practice-management system
HIPAA questions
A cloud phone provider that stores recordings, voicemails, or texts is a business associate under HHS guidance, even if the data is encrypted. Ask for a BAA, where data is stored, how long recordings are kept, and how access is controlled and logged. Treat the phone system as part of your Security Rule risk analysis.
Common questions
- Does a phone company need a BAA?
- A carrier that only transmits calls is generally treated as a conduit. A cloud system that stores recordings, voicemails, or texts is a business associate.
Sources
- Business Associates (FAQs and guidance) (opens in a new tab) — HHS Office for Civil Rights
- Guidance on HIPAA & Cloud Computing (opens in a new tab) — HHS Office for Civil Rights
- Summary of the HIPAA Security Rule (opens in a new tab) — HHS Office for Civil Rights
Talk to us about your front desk
Tell us about your practice and what is happening with your phones. frontdeskdental.com is operated by AdvancedCare USA Inc., which also operates FrontDeskClinic, HIPAA phone, fax, and texting software for practices. Do not send patient information through this form.
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Last reviewed against HHS OCR and FCC pages linked on this page on .
Rules described here are linked to HHS and the FCC. If one has changed, tell us.