Before
Pre-implementation quarter average
Three competing listings; new patients frequently reach a duplicate profile or an outdated phone number.
The casebookCase 05 of 07
Liberty Physical Therapy & Wellness
One clinic. Online, patients kept finding three versions of it, and calling the wrong one.
- Business
- Physical therapy and wellness clinic
- Location
- Florida
- Size
- Single clinic location
- Before
- A main Google Business Profile plus a leftover duplicate and an outdated directory listing with an old phone number
As we found it
Liberty runs one clinic. Online, it looked like three: its current Google Business Profile, a duplicate profile created during an earlier update, and an old directory listing still showing a former phone number.
Patients searching nearby kept landing on the wrong version: the duplicate profile, or the listing with a number that no longer rang at the front desk. Some called a dead line and booked somewhere else. Reviews were split between the listings too, so the main profile looked smaller than the practice really was.
- Structure
- Outpatient physical therapy and wellness care, with new patients booking online or by phone
- Seasonality
- Steady year-round demand with a January new-patient surge
One verified listing.
The same operation, drawn twice. Switch sheets or slide the overlay to see what changed, and what stayed the same.
- As found
- Three listings for one clinic
- As built
- One verified listing
As found. A duplicate profile and an outdated listing compete with the real one. Reviews are split between them.
As built. The clinic has exactly one current profile, and every review request goes to it.
What we installed
Product families involved: Local Search and Maps Visibility, Custom Business Systems, Follow-Up and Automation.
| Item | System |
|---|---|
| 01 | Business Identity cleanup establishing one verified, consistent profile for the clinic |
| 02 | Duplicate Management to merge the leftover profile and correct the outdated listing |
| 03 | Distribution keeping name, address, and phone consistent across major directories |
| 04 | Reputation Workflow routing post-visit review requests to the verified profile |
| 05 | Visibility Monitoring tracking the clinic's map and search presence over time |
| 06 | Booking Connection tying the profile's online booking link to the clinic's actual calendar |
How one change led to the next.
Read it left to right. Each step depends on the one before it, from the system itself to what the business felt. Take one out and the chain breaks.
System change
- Step 1The duplicate and outdated listings are merged into one verified profile
- Step 2Search and maps results resolve to the correct address and phone number
Behavior change
- Step 3Fewer patients call a dead line or book with another clinic by mistake
Operational effect
- Step 4New-patient booking attempts reach the front desk and the calendar the first time
- Step 5Patients get to their first appointment faster
Business effect
- Step 6Reviews build on the one profile patients actually see
What the numbers did.
Monthly new-patient booking attempts, counted at every stage. Each percentage is worked out from the counts beside it.
Before: 58.9%First 90 Days: 95.7%
Of new patients reached the clinic's correct listing on the first try. Before: Pre-implementation quarter average. First 90 Days: Third month post-cleanup.
First 30 Days
First full month post-cleanup
The duplicate profile is merged and the outdated listing is corrected across major directories.
First 90 Days
Third month post-cleanup
Search and maps results have fully re-indexed around the one verified listing.
Other measures in the case.
Listings showing the clinic's correct details
Before: 1 of 3 listingsAfter: 1 verified listing, no duplicates
A direct correctness count: the clinic now has exactly one current listing.
Monthly direction requests to the clinic
Before: 340 per monthAfter: 610 per month by Day 90
Direction requests on the merged, corrected profile, which now captures every patient looking for the clinic.
Google reviews on the clinic's main profile
Before: 146 on the main profile, with 94 more stranded on the duplicateAfter: 410 on one verified profile by Day 90
Review requests now route to the verified profile instead of a duplicate listing.
Who felt the change.
For the team
The front desk no longer fields calls from patients who found an old number. Search already sends them to the right one.
For customers
A patient searching nearby finds the right number, the right address, and an opening, the first time.
Twelve months on
With reviews and search visibility building on one profile, Liberty looks online like the established clinic it already is, and new patients stop getting lost on the way to their first visit.
How customers see them now
New patients now find one clear, well-reviewed clinic, and their first impression finally matches the care they receive.
What this case proves.
For a clinic whose details have changed over the years, a visibility problem is usually a data problem first. Fix the identity, and the marketing problem often fixes itself.
If your clinic has ever moved, rebranded, or changed its phone number, search for yourself the way a new patient would. An old listing can quietly send patients somewhere you no longer are.
The lesson any business can take from Liberty Physical Therapy & Wellness.
You've read the record. Now let's draw yours.
Every case here started the same way: the business as it runs today, drawn honestly. A Systems Review does that for yours, then tells you whether the first move is a website, call coverage, connected follow-up, or something custom.
- Record
- Your business
- Sheet
- As found
- Survey
- Not yet started