SERVICES FOR
Patients and Families

Identify doctors and specialists to provide a second opinion

Find doctors, specialists, pharmacies, hospitals, and other facilities that take your insurance

Create a list of your "deal breakers" and preferences (e.g., location, hours, insurance coverage, education, experience, demographics, language)

Prepare a graph to compare your options based on quality, safety, cost, and patient satisfaction/reviews data 

Compare insurance options for your specific needs and budget

Identify plans that cover your doctors, medications, and facilities

Use example scenarios to compare potential expenses for each plan under consideration

Use medical research and guidelines to summarize the pros and cons of a treatment based on your wants and needs 

Compare treatment or medication options based on your desired outcomes and preferences

Source and summarize up-to-date clinical guidelines, medical research published in peer-reviewed journals, and recent unpublished papers and presentations presented at trusted associations and conferences on a disease, condition, or treatment 

Find clinical trials that fit your condition, status, and location

Identify community-based resources, tools, and organizations that can help you manage your care

Find practical supports like transportation, financial aid, and support groups

• • • Clarify your goals, concerns, and questions 

    • Research scientific articles on your condition and treatment options 

    • Review medical records and test results to spot gaps or issues

    • Create visit agendas and key-question lists

    • Arrange to record the visit or have family or others you approve participate in the visit 

• • • Attend appointments in person or virtually 

    • Take detailed notes

    • Ask questions you may have forgotten and focused questions to get the doctor to clarify complex information 

    • Translate medical information into clear, plain language

    • Confirm your concerns and preferences are heard and documented

    • Request appropriate referrals, second opinions, and support services

    • Verify your understanding and next steps with the doctor

• • • Ask providers to revisit or explain their decisions 

    • Identify and close gaps that could delay care or put you at risk (e.g., medication issues, conflicting instructions, missed follow-ups)

• • • Send appointment notes and next steps to you and anyone you give us permission to share with

• • • Create a digital personal health record with your diagnoses, medications, family history, and administrative documents

    • Prepare a physical binder that includes your personal health record and copies of administrative documents like insurance cards or medical power of attorney forms

    • Capture or register links to all of your health care portals in one place

    • Obtain or coordinate the transfer of records, scans, or test results

• • • Schedule and track appointments, tests, procedures, and follow-ups

    • Confirm that your care will be covered by your insurance 

    • Set up reminders for you and family members so tasks actually get done

    • Secure transportation, medical equipment, prescriptions, or home services

• • • Complete new providers' intake forms

    • Prepare legal documents that guide others on your wishes 

• • • Set up a system to communicate your health status and support needs to your family, friends, neighbors, and co-workers

    • Keep family and friends informed and aligned with your wishes

    • Serve as the communication hub for your network, providing updates or guiding them on ways to help

    • Update all your doctors and specialists with the latest on your health status to reduce errors and repetition

• • • Prepare and file out-of-network medical claims

    • Submit Flexible Spending Account (FSA) and Health Savings Account (HSA) claims and supporting documents for reimbursement

• Verify benefits and coverage before care

• Demand coverage for services or payments that have been denied 

• Facilitate prior authorization submissions and referrals

Analyze insurance claims reports (called EOBs) for billing errors 

Correct errors and overcharges with insurance and providers

Arrange alternative payment plans, discounts, and financial assistance programs

Medical advice, diagnosis, or treatment 

Clinical decision-making, medical proxy, or power of attorney

Legal or financial advice 

Personal caregiving duties or medical assistance (e.g., bathing, dressing, toileting)

Medical equipment set up

Organization or decluttering of physical home records

Transportation to or from appointments 

Interpreter or translations services

Navigation of VA Healthcare or Tricare systems