Case Study
Bardstown Road Physical Therapy Group
Louisville, KY
Your website has been eating your leads for years — you just didn't know it.
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The Evidence
Bardstown Road PT Group's footer — the email displays as 'info@physicaltherapygroupinc.com' but the actual mailto: link contains a typo: 'infor@physicaltherapygroupinc.com'. Every patient who clicks the email link is sending their message to a non-existent address.
A 25-year-old physical therapy practice in Louisville. The footer shows info@physicaltherapygroupinc.com — but the actual mailto link sends to infor@physicaltherapygroupinc.com. One extra letter. Every person who clicked “Email Us” on this website has been sending their message to a dead address. Silently. For years.
The Practice
Bardstown Road Physical Therapy Group has served Louisville patients for over 25 years. Physical therapy is a referral and trust business — patients come after surgery, injury, or a physician recommendation. They're actively looking for a provider when they reach your website. The last thing that should happen is their inquiry disappearing into a void.
That is exactly what's been happening. Not because of anything they did wrong clinically — because of a single-letter typo in an HTML href attribute.
The Problem
Here's the exact issue: the footer of physicaltherapygroupinc.com displays the email address correctly in plain text — but the underlying mailto link is wrong.
The Typo: infor@ instead of info@
The footer reads info@physicaltherapygroupinc.com — that's what patients see. But the href powering the link is:
mailto:infor@physicaltherapygroupinc.com
Anyone who clicks it gets a pre-addressed email going to infor@ — an address that almost certainly doesn't exist. Those emails bounce, or they disappear entirely. The patient who wrote out their injury history and hit send never gets a response. They assume the practice isn't interested. They call someone else.
A 25-Year Practice Losing Every Website Inquiry
This isn't a new site or a startup that hasn't figured out their web presence yet. This is a practice that has served Louisville for a quarter century, built on relationships, referrals, and results. The website has probably had this typo for longer than most patients have been patients. Every email inquiry during that time — gone.
The Kind of Error That's Invisible Until Someone Looks for It
Nobody inside the practice would catch it by reading the footer. The displayed text looks correct. You only find it by inspecting the HTML source or clicking the link and watching what address auto-populates. Most patients don't do that. They just send and wonder why they never heard back.
What We'd Build
Pitchcraft built a spec redesign that fixes the dead email — and gives this 25-year practice a website that actually works as hard as the staff does.
Verified Contact Paths on Every Page
The redesign replaces the broken mailto link with a verified contact email and an embedded contact form — both tested before launch. Every inquiry from the website reaches the front desk. No bounced addresses, no silent dead ends.
A Homepage That Converts Intent Into Appointments
Patients landing on the Bardstown Road PT site after a doctor referral are ready to act. The redesign leads with a clear “Request an Appointment” CTA above the fold — phone, form, and a quick explanation of what to expect on the first visit. No hunting through a footer to figure out how to contact them.
Service Pages That Explain What Physical Therapy Actually Does
Clean, mobile-optimized service pages covering post-surgical rehab, sports injury recovery, chronic pain management, and balance/fall prevention — written for the patient who is researching whether PT is right for them, not for search engines. Pages that answer questions and build confidence before the first call.
A Footer That Does Its Job
Phone number, verified email, hours, and address — all correct, all working, all visible without digging. The footer is where patients look when they're ready to contact you. It should work.
Spec Redesign Deliverables
- ✓Corrected all contact links — verified email href matches displayed address
- ✓Embedded contact form with confirmed delivery to the practice inbox
- ✓Clear appointment request CTA on homepage and every service page
- ✓Service pages for post-surgical rehab, sports injury, chronic pain, and balance care
- ✓Mobile-first design that matches the credibility of a 25-year practice
The Opportunity
Physical therapy patients arrive with intent. They have a referral. They have a diagnosis. They're ready to schedule. When they go to the website and click “Email Us,” they expect a response.
A one-letter typo in an href has been intercepting that intent and routing it nowhere for years. The clinical reputation built over 25 years doesn't show up in the email thread that never arrives.
The fix is simple. The patients are already searching. They just need a website that actually delivers their message.
See what your site could look like
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See what we'd fix on your site
We'll review your website top to bottom, record a 10-minute Loom walkthrough of exactly what's broken, and deliver a PDF report with prioritized fixes — in 48 hours.
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