Questions That Matter
Supporting a Loved One During a Health Crisis
Health Guide No. 6, Published August 2026
This guide helps people think through a course of action when supporting a loved one during a health crisis by understanding the situation, asking informed questions, and keeping their loved one at the center of care. It offers practical strategies for communicating with the healthcare team, tracking information, considering daily life and caregiving needs, and coordinating support during and after hospitalization.
Primary audience: Family members, friends, and caregivers supporting a loved one during a health crisis.
Additional audiences: Healthcare professionals, social workers, case managers, patient advocates, faith leaders, and community organizations supporting patients and caregivers.
Read the guide belowIncludes graphics and layout.
Designed for use with assistive technology.
Supporting a Loved One During a Health Crisis
Better healthcare depends on informed questions, engaged communities, and decisions that reflect people's needs.
This guide helps you think through a course of action if you ever need to support a loved one during an unexpected health crisis.
Understand the Situation
- Confirm that you are the right person to take the lead. If your loved one is able, ask them to authorize the healthcare team to share information with you and other trusted individuals as necessary.
- Learn what is known, what remains uncertain, and which conditions are being considered.
- Understand the immediate concerns, what the healthcare team is watching for, and what may influence the diagnosis or treatment plan.
- Identify the best point of contact for questions as new information becomes available.
- Record the names of healthcare professionals involved in your loved one's care.
- Keep notes about symptoms, medications, test results, decisions, and important changes.
- Consider how insurance coverage, out-of-pocket costs, and financial assistance may affect care.
- Explore specialists and second opinions when additional expertise may be helpful.
- Monitor your loved one and look for changes such as behavior, speech, vision, and responsiveness.
- Speak up if something doesn't seem right. A small change can be important.
Questions to Ask the Healthcare Team
Not every question will apply to every situation. Consider those that matter most to you.
- What do you know so far, and what remains uncertain?
- What are you most concerned about right now?
- What are you watching for, and when should we expect to know more?
- Based on what you know about my loved one's daily life, could anything affect the care plan?
- How will this recommendation affect daily life, recovery, caregiving, or independence?
- What other specialists or expertise should we consider?
- How might insurance requirements affect the recommended care?
- Who is authorized to receive information and make healthcare decisions if my loved one cannot?
- Who can help us understand costs, insurance, and financial assistance?
- Who should we contact if something changes or we have additional questions?
- What services may be needed after discharge (eg, home healthcare, physical or occupational therapy)?
- Are there any decisions that need to be made now, and which ones can wait?
- What else should I be doing right now?
Keep Your Loved One at the Center
- When possible, make sure your loved one understands their diagnosis, options, and care plan.
- Ensure they are treated with dignity and respect throughout their care.
- Help ensure care reflects your loved one's goals, values, preferences, usual abilities, and priorities.
- Identify who they want to receive medical information and make healthcare decisions.
- Help create a safe, comfortable, and healing environment by speaking up about concerns such as cleanliness, noise, privacy, pain, or other needs.
People and Services to Know
Titles and responsibilities may vary by healthcare setting.
| Role | Description |
|---|---|
| Hospitalist | Physician who coordinates care during a hospital stay and communicates with other members of the healthcare team. |
| Specialist | Provides expertise related to a specific condition, body system, or treatment. |
| Pharmacist | Helps review medications for safety, interactions, side effects, and proper use. |
| Care CoordinationCase Manager, Care Coordinator, Social Worker, Discharge Planner | Helps coordinate services, referrals, discharge planning, transitions of care, and access to needed resources. |
| Social Worker | Helps identify caregiving, transportation, financial, and community resource needs. |
| Patient Advocate or Patient Relations | Helps address concerns about communication, rights, safety, or the care experience. |
| Hospital Chaplain or Clergy | Provides emotional or spiritual support and may help connect families with hospital resources. |
| Financial Counselor | Explains hospital bills, identifies financial assistance programs, and determines eligibility for financial assistance. |
| Designated Support Person | Trusted person you identify before a health crisis to help communicate with the healthcare team and support your care. |
| Insurance Member Services | Explains benefits, provider networks, referrals, prior authorization, and coverage requirements. |
| Insurance Case or Care Manager | May help coordinate covered care and identify resources for members with serious or complex medical needs. |
Healthcare for people who live in the real world, not in a medical chart.
Even when a loved one needs your help, their everyday life should remain part of the care plan.
Note: This guide reflects the U.S. healthcare system and is a living document that continues to evolve.
Prepared by Cynthia Overton, PhD
Additional Resources from Other Organizations
- Next Step in Care (United Hospital Fund) (opens in a new tab)
Provides practical guides for family caregivers on hospital admissions, discharge planning, medication management, rehabilitation, home care, and coordinating care transitions between settings.
- Caregiver Action Network – Family Caregiver Toolbox (opens in a new tab)
Offers tools, checklists, and guidance for family caregivers, including communicating with healthcare professionals, organizing information, managing stress, and preparing for caregiving responsibilities across different conditions and roles.
- AARP Family Caregiving (opens in a new tab)
Provides practical information on caregiving, legal and financial planning, hospital discharge, long-term care options, and balancing caregiving with work and everyday responsibilities.
Continue Learning
Keep exploring with another resource from the Center for Person-Centered Care.
Guide
Navigating a Hospital Stay
Build on what you've learned with practical tips for communicating, staying organized, and preparing for discharge during a hospital stay.
Even when a loved one needs your help, their everyday life should remain part of the care plan. Ask the questions that matter most to your loved one's goals, values, priorities, and everyday life.
The Health Guides, Visual Snapshots, and Clinical Practice Resources were reviewed by a physician for clinical accuracy and by other reviewers to improve readability, clarity, and ease of understanding.
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