by Gina Rosenfeld, MD
First, let me say this: We see you. We see you in the waiting room with a wiggly toddler on your lap and a snack bag that ran out 10 minutes ago. We see you checking your watch, wondering if we forgot about you. We haven’t and we want to let you in on what’s actually happening on our end, because you deserve to know.
Your Appointment Time Is Just Part of the Picture
When you’re scheduled for a 15- or 20-minute visit, that window reflects your time with us. But there’s a whole lot that happens before we ever knock on that exam room door.
Our medical assistants are checking your child in, taking vitals, reviewing your concerns from check-in, updating the chart, and flagging any vaccines or screenings that are due. By the time we walk in, we’ve already reviewed your child’s chart and are prepared for your visit. We want to make the most of every minute we have with you.
I Never Know What’s Behind Door #1, Door #2, or Door #3
I truly never know what’s waiting for me on the other side of an exam room door until I walk in and ask, “So, what brought you in today?” That question changes everything — because the answer is often nothing like what’s on the schedule.
A child booked for a stomachache may actually be dealing with anxiety. Another comes in for a simple stye and turns out to have periorbital cellulitis — a much more serious infection needing prompt attention and a very different plan. These are not rare exceptions. This is Tuesday.
When you call our office, you give us a symptom — and that’s exactly what you should do. But our job is to go deeper. We ask questions, make careful observations, and examine your child before arriving at a well-informed diagnosis. That process takes time, and it should. A rushed exam helps no one.
So, when I’m behind schedule, it’s often because door #2 held a surprise that needed my full attention. And I wouldn’t have it any other way — because one day, your child might be behind that door.
The “Add a Sib” Moment
A parent brings one child in, we examine them, and it turns out they have strep throat. Or pneumonia. Or another contagious illness needing antibiotics. And then comes the question we hear regularly: “They’ve all been coughing and running fevers — can you just check the others while we’re here?”
We get it. You’re already here. The kids are miserable. It makes total sense. But what just became a single appointment is now two or three. Each sibling needs to be checked in, examined, and have their own plan — none of that was built into the schedule. We almost never say no, especially when there’s a real chance the others have the same illness. Sending a house full of sick children home without being seen doesn’t sit right with us. “Add a sib” is one of the most human parts of what we do — and one of the most invisible reasons the day runs behind.
We Make Room for Sick Kids Every Single Day
Every morning, we set aside time for sick and urgent visits —because illness doesn’t wait for a convenient appointment slot. When a child has a high fever, a rash, or something that just doesn’t look right, we find a way to get them in.
We’re not willing to turn a sick child away. But those added visits can push the schedule back, and families later in the day often feel that ripple effect. We’re grateful for your patience, and we don’t take it for granted.
There’s a Lot Happening That You Can’t See
After we leave your exam room, our work isn’t done. We’re documenting everything we discussed, sending prescriptions, writing referrals, reviewing lab results, and communicating with specialists — all of which takes real time to complete accurately.
In between patients, we’re returning calls, responding to messages, and checking in on kids whose results just came back. Every task is connected to a child and family counting on us.
Sometimes It’s Simply a Matter of Logistics
Even when we’re ready to see your child, we might be waiting for a room to be cleaned, a nurse to finish with another patient, or a lab result to come back so we can give you complete information. These details aren’t visible from the waiting room, but they affect your wait time more than you might expect.
A Few Tips to Help Your Visit Run Smoothly
- Jot down your concerns before you come in. It helps you remember everything and helps us prioritize what matters most.
- Arrive a few minutes early. Let us know of any address or pharmacy changes in advance.
- Lead with your biggest concern so we can plan our time together accordingly.
A Little Kindness Goes a Long Way — For All of Us
When we walk into the exam room after a long morning and are greeted with “finally” or “what took you so long?” or “we thought you forgot about us” — it stings a little. Not because we’re fragile, but because we just spent the last hour doing everything we could for the children before yours, and we’re about to do the same for your child.
Our staff feels it too. A comment made in frustration, even an understandable one, can take the wind out of someone’s sails and be hard to shake.
If you’ve been waiting and no one has updated you, please ask; we want you to. And walking in with grace makes such a difference. A simple “we know you’re busy; thanks for fitting us in” or even smiling shifts the energy in the room and reminds us why we do this job.
We’re a team — you, your child, and us. We do our best work when we’re rooting for each other.
Thank You for Trusting Us with Your Child
We know your time is precious. You juggled work, school pickups, and a hungry toddler just to get here — and we don’t take that lightly. When we’re running behind, please know it is never because we don’t care. It’s almost always because we care deeply about every single child who walks through our door.
We get it. You’re already here. The kids are miserable. It makes total sense.
Dr. Rosenfeld is a CPMG Pediatrician in San Marcos at Children’s Medical Group and mom of two boys.
