What to change
Resolve identity before requesting consolidation. Compare the real organisations or practitioners, operating addresses and existing ownership, rather than relying on similar names. Check Google's current practitioner rules: an eligible individual practitioner profile can coexist with a clinic profile. The platform has a specific process for duplicate and ownership problems; use the route that matches the verified situation. Keep a record of which profile patients have been using so the practice can explain the confusion and avoid creating yet another record while access is investigated.
A worked example
Illustrative example
Illustrative test: Reception compares two reported profile links against the same actual operating practice. Two records may share a similar practice name but belong to different operating organisations at the same premises. A local manager verifies those identities before any duplicate request is made. In another case, an obsolete record may genuinely represent the same practice. Keeping the decisions separate protects valid listings and gives the platform a clear evidence-backed request, rather than asking it to merge every result returned by a name search.
What this means for your practice
Two map records with similar names are a reason to investigate, not enough reason to combine them. Compare the actual organisations, locations and authorised owners. Separate eligible practices can share premises. A qualifying public-facing practitioner may also have a profile alongside a clinic; do not merge them solely because the address matches. Check the current practitioner rules, including direct contact at the verified location during the stated hours. An old listing may instead represent a duplicate or former location. Ask reception and local managers which public records people currently use. Keep uncertain identities clearly marked until someone can verify them. Then use the platform's appropriate supported process for the established situation. Creating another profile while access is unclear can add to the confusion. The practice should end with an explained identity decision and a clear route to resolve the records it legitimately controls.
How to check the result
The organisation has an explained identity decision and a supported resolution route.
A mistake to avoid
Eligible organisations and eligible individual practitioners can share premises without their profiles being duplicates; eligibility still needs checking.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore marketing & search services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.