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Daily Herald - Wednesday, November 12th, 2008
"Roamin' Randall" Article written by Amy Williams
At new pediatric
practice location, your time's important, too
Although there's no actual Nordstrom on Randall Road - at
least not yet - Dr. David
Brottman of the new Algonquin Pediatrics
along Randall Road says he likes to offer
his patients and their families the same
excellent customer service the upscale
retailer is known for.
At the core of that customer service is
Algonquin Pediatrics' on-time philosophy,
meaning patients get in to see Brottman and
the other doctors in the practice when
they're scheduled to see them.
"We treat them as we treat our own children
or grandchildren," Brottman said.
Unfortunately, I'm sure the long wait in
the waiting room has happened to many of
you. In fact, just last week it happened to
me. I sat in the waiting room for 90 minutes
before even being called in to see my
daughter's doctor.
Brottman says that doesn't happen at
Algonquin Pediatrics. And if for some reason
there is a delay, they will always let
their patients know ahead of time.
The way Algonquin Pediatrics can stay on
time, Brottman said, is by scheduling
patients for the exact amount of time their
appointments will take.
For example, he said, if they have a
patient with a new baby, they will allow more
time in their computer than if it were just
a checkup.
If there is a patient with a severe medical
condition, that is noted in the computer.
And when that patient calls in for an
appointment, the schedulers set aside an hour
for the appointment. If a teenager is
coming in for a yearly checkup, they'll schedule
30 minutes, Brottman said.
"We double the time when we need to, and we
leave slots open throughout the day
so we can stay on time," Brottman said.
"It's very important to try to give great
customer service. Everybody is busy with
things, running from place to place. If
they have a sick child, the last thing we want
(them to have) to do is sit there and wait
for me."
Brottman says he and his partners have
followed the same philosophy for the past
10 years at their practice in Arlington
Heights, Arlington Pediatrics.
Over the past several years, he said,
they've realized that about 20 percent of their
patients were traveling to Arlington
Heights from places along the Randall Road
corridor, such as Algonquin, Lake in
the Hills, Carpentersville and Crystal Lake.
So they decided to open a second location
closer to those patients, and to the
growing population near Randall Road.
Algonquin Pediatrics is on the second floor
of the Sherman Family Healthcare
building at 600 S. Randall Road.
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