09/03/2026
Recently, there was a moment that really touched my heart.
We were all starting our day with a full schedule ahead; back-to-back visits like normal. Preparing for our first appointments of the day, I get notified by staff that a mom of a little boy is outside our locked doors, extremely scared about her sick child & hoping we could work him in. While we do try our best to work in same day sick visits by appointment and we aren’t a typical walk-in clinic, her trust in us was clear. She knew we wouldn’t turn her away in a true moment of fear. And she knew we would care for him like he was our own child. 🥹
I had a quick flashback to my old days working in a traditional practice, where running behind was almost always the norm. And I don’t mean by 20-30 minutes… When you’re trying to squeeze in 30+ patients a day, sometimes patients were left waiting 1-2+ hours. Understandably, that often meant frustrated & upset patients. So, out of habit (or a trauma response 🤣), I immediately looked ahead at my schedule to see who was next so we could let them know that I was going to be running behind. And then I realized something that really stopped me for a moment…
Every single patient on my schedule that day (and their families) had been with me from the very beginning of Roots, and some even before Roots existed. These were families I’ve walked alongside for years, families who trust us with not only their own health, but the health of the people they love most.
And not one of them was upset. They were gracious, understanding, patient. They understood that if we were running behind, there was probably a good reason.
Our team jumped into action and got that sweet child taken care of—testing, exam, prescriptions, supplements, reassurance. Moments like this show why we do what we do. We can’t always accommodate walk-ins right away, but we want every patient to feel safe, even in their scariest moments. I’m grateful for our staff, and I’m grateful for all of you who trust us, time and time again.
Bringing Primary Care back to what it was always meant to be: looking beyond symptoms to find root causes while making every patient feel valued, loved, & truly cared for ❤️