“What Phone System Should I Use?” — Let’s Break It Down

One of the most frequently asked questions in my coaching groups is: What phone system should I use for my independent contractors? It's a simple question on the surface—but the answer depends on a few deeper values, including how you want to balance autonomy, professionalism, and practicality.

As a group practice owner, you’re likely trying to solve for three things at once:

1. Ensuring a consistent and professional experience for your clients

2. Making life easier for your admin team

3. Respecting your contractors’ independence and business boundaries

Let’s take a closer look at the options out there, what other group practice owners are using (and loving—or not!), and some key considerations to help you make a thoughtful choice for your practice model.

Popular Phone System Options for Canadian Group Practices

There’s no one-size-fits-all solution, but here’s a summary of the platforms that come up most often in our community:

iPlum

Cost: Starts around $8–10/month per line
Key Features: Secure texting, voicemail transcription, separate business line, HIPAA-compliant option
Pros:

• Easy to set up for each contractor

• Allows clinicians to text with clients (big win!)

• Voicemail gets sent as an email transcription

• Contractors can port numbers if they leave

Cons:

• Occasional dropped calls (one practice owner shared this happened twice during longer sessions)

• Slightly clunky app interface for some users

Best For: Practices wanting affordable, separate lines for each contractor with client-friendly features like texting

OpenPhone

Cost: Starts at $19/month per user
Key Features: Custom call routing, shared inbox, texting, integrations (Slack, Hubspot), Canadian-friendly
Pros:

• Excellent user interface

• Shared phone numbers for teams (great for admin access)

• Ability to assign calls or texts internally

Cons:

• Slightly more expensive than other options

• May be more than you need if you're just looking for simple lines

Best For: Practices with a growing admin team or collaborative communication needs

Grasshopper

Cost: Starting at $29/month
Key Features: Business line on personal phone, call handling features, multiple extensions
Pros:

• Fairly simple to set up

• Keeps personal numbers private

Cons:

• Call and text features may not work as expected in Canada

• Dropped calls and caller ID issues reported

• Not ideal for text-based communication

Feedback from peers:

"I'm currently with Grasshopper and it is just okay. Calls have dropped and I’m moving to iPlum."
"We couldn’t get the practice name to show on caller ID in Canada."

Best For: Small teams needing a basic business number—though Canadian users may want to consider alternatives.

RingCentral

Cost: Starts around $30/month per user
Key Features: VoIP calling, texting, video conferencing, call analytics
Pros:

• Very reliable

• Can support multiple users or logins from one account

• Scales well with growing teams

Cons:

• Can be a little complex to navigate for setup

• Slightly more corporate feel, not as therapist-specific

Best For: Practices needing an all-in-one solution or planning for significant growth

Telus, Bell or Shaw

Cost: Varies by plan
Key Features: Traditional phone service paired with VoIP app access
Pros:

• Reliable Canadian infrastructure

• Business plans often come with support

• Works well if you’re already a customer

Cons:

• Not always intuitive for multiple users

• Contractors may not want to tie into your provider directly

Best For: Practices wanting to keep everything with their telecom provider

Fongo

Cost: Free or low-cost paid plans
Feedback:

"Fongo’s free and paid version is not very good."
Reception from the community has generally been negative due to poor reliability and lack of professional features.

Balancing Contractor Autonomy and Practice Systems

When you’re working with independent contractors, it’s important to remember they’re running their own business. This means:

• You can’t require them to use your phone system unless it’s clearly stated in your agreement

• You shouldn’t monitor their call logs, texts, or session activity

• You need to set respectful boundaries around shared admin tools or client support systems

That said, you can offer tools that support their work—while maintaining a clear line between support and supervision.

Here are two approaches that group practice owners often use:

1. Offer a Business Line as an Optional Perk

Rather than asking each contractor to find their own system or offering a stipend, you can provide access to a centralized phone system—paid for by the practice—that they’re welcome to use. This keeps things streamlined for your admin team while respecting contractor choice.

Here’s how it can work:

• You set up a business account with a service like OpenPhone or RingCentral

• Each contractor receives their own phone number, line, or extension under your plan

• The practice pays the monthly fee, and usage is clearly outlined in your onboarding or practice manual

• Contractors can opt in or use their own system, as long as it meets your minimum standards (e.g., secure texting, voicemail setup, boundaries around availability)

Important Note: Because you’re working with contractors, you’ll want to be clear that this is a supportive offering, not a requirement. It should enhance their autonomy, not replace it.

Example language:
"We offer access to a business phone line through OpenPhone at no cost to you. This helps maintain a professional client experience and separates communication from your personal number. You’re welcome to use your own system if you prefer, as long as it includes secure texting and voicemail functionality."

Pros:

• Keeps communication professional and streamlined

• Saves contractors the hassle of setup and cost

• Creates consistency for clients and admin

• Doesn’t imply control over how contractors work

Cons:

• Slightly more setup and tech oversight on your end

• Requires clear communication to avoid blurring employment lines

2. Standardize a List of Recommended Tools

If offering a shared system feels too involved, another option is to create a short list of systems your admin team is familiar with—such as iPlum, OpenPhone, or RingCentral—and invite contractors to choose from those.

This lets them maintain full independence while still allowing your team to work effectively with their setup (for example, knowing how voicemail is handled or how to forward calls when someone is away).

3. Use a Separate Line for Admin and Intake

Many practice owners choose to keep intake and admin calls on a separate line managed directly by the practice. That line (or app) can be used by your admin or intake team to manage new client calls, scheduling, and general questions. Clinicians then communicate with their ongoing clients via their own phone system.

This hybrid approach keeps the client experience consistent on the front end while maintaining autonomy on the clinical side.

Questions to Consider Before Choosing

Before you make any decisions, ask yourself:

• What level of access does my admin team need to contractor communications?
  If your team books consult calls or supports clients, you may need shared inbox features.

• Do I want all calls to go through a central line or directly to the clinician?
  Routing everything through the admin team gives a consistent experience, but may delay client responses.

• What kind of support do my contractors need?
  If they’re new to private practice, offering a recommended system can reduce overwhelm. Seasoned clinicians may prefer full independence.

• What are the boundaries around client communication in my contractor agreement?
  Make sure your contract reflects who owns the phone number, what happens if a contractor leaves, and how client information is protected.

Final Thoughts

There’s no perfect phone system—just the right one for your stage of growth, admin structure, and contractor culture.

Whether you’re choosing a solution like OpenPhone that offers team features or recommending iPlum for its affordability and texting, the goal is to support smooth communication without crossing the line into micromanaging.

By staying rooted in clear agreements, contractor autonomy, and streamlined admin systems, you can create a structure that works for everyone—including your clients.

Have a system you love—or a cautionary tale to share?
I’d love to hear what’s working (or not!) in your group practice. Come connect in the Group Practice Connection community or send me a note at lisa@grouppracticenetwork.ca.