If you’re new family caregivers, it can feel like you’re suddenly responsible for everything: appointments, medications, follow-ups, paperwork, and figuring out what to do when something changes.
Here’s the good news: your primary care clinic can be much more than a place for annual checkups. In many cases, it can be the hub that helps coordinate care, answer questions, and connect you to resources.
In this episode of Healthcare Redefined: Advocating for Aging Adults and Their Families, we (Pam Dunwald and Linda Kritikos—RNs and Board-Certified Patient Advocates) sat down with RN Viki Droegkamp to break down how family caregivers can get more support from their clinic.
Sintra Image Daughter helping dad get ready for doctor appointment
Start here: Family Caregivers you shouldn’t have to coordinate everything alone
Clinics vary, but most have some built-in support that caregivers don’t realize they can use—like triage help, medication support, referrals, and social work resources.
A simple first step is to call your clinic and ask:
- What supportive services do you offer for patients and caregivers?
- Who is the best point of contact when I have questions?
Who do you contact first at the clinic?
When you call a clinic, the first person you reach is often a Patient Service Representative (PSR) (sometimes called front desk staff). They can often help directly—or route you to the right person.
If you’re not sure who you need, ask:
- “Who can help coordinate care or answer questions for my parent?”
- “Is there a nurse, care coordinator, or care manager available?”
Many systems have nurse care managers and social workers, but they may cover multiple clinics—so it can take time to connect.
MyChart vs. calling: which is faster?
Viki shared a helpful rule of thumb:
- If the patient is established at the clinic: MyChart messaging is often best.
- If the patient is not established: call the clinic to get set up.
Typical turnaround times:
- MyChart messages: often up to 72 hours for a response (urgent messages are usually prioritized).
- Medication refills: typically 48–72 hours for standard meds; controlled substances can take longer.
Medication refills: what family caregivers need to know
One of the biggest stressors we see is refills being requested at the last minute.
Viki recommends:
- Use MyChart refill requests (and avoid sending an extra message unless needed).
- Request refills before you’re down to the last pill.
Why controlled medications take longer
Controlled substances require extra steps (like checking state prescription monitoring databases). That’s why they can take closer to a week.
Examples of controlled meds may include:
- ADHD stimulants (e.g., Adderall, Vyvanse)
- Certain pain meds (e.g., oxycodone, Percocet)
- Anxiety meds (e.g., Xanax)
Ask about generics (and insurance-preferred options)
If cost is an issue, ask your clinic/pharmacy:
- “Is there a generic available?”
- “Can you dispense as insurance preferred?”
Clinics often help with:
- Prior authorizations
- Finding alternatives if a medication is denied
- Appeals (letters or insurance calls) when a medication is truly necessary
Sintra image Adult contacting their medical clinic
Should you call the clinic before urgent care?
Often, yes.
Many primary care clinics have:
- Acute appointment slots
- Triage nurses using symptom-based protocols
Primary care may be appropriate for things like:
- Flu/COVID symptoms (if stable)
- UTIs
- Minor issues that don’t require imaging
Go to urgent care or the ER for more serious symptoms, especially:
- Shortness of breath
- Confusion
- Stroke-like symptoms (slurred speech, blurred vision)
- Falls with head injury risk (especially on blood thinners)
Post-hospital follow-up: ask for a TCM appointment
After a hospital stay, many patients benefit from a Transitional Care Management (TCM) appointment—often within 7–14 days of discharge.
TCM visits can help:
- Review and reconcile medication changes
- Catch red flags early
- Reduce risk of readmission
- Coordinate wound care, home health, and referrals
If your loved one went to the ER but wasn’t admitted, ask about an ER follow-up instead.
Referrals and care navigation: the clinic can coordinate more than you think
Primary care clinics often place and track referrals for:
- Specialists (cardiology, ophthalmology, etc.)
- Imaging and therapy
- Home health
- Durable medical equipment (walkers, oxygen)
Some clinics have dedicated referral staff who help schedule and ensure insurance requirements are met.
Chronic conditions: primary care still plays a central role
Even when specialists are involved, primary care often remains the “quarterback,” helping with:
- Routine labs
- ongoing referrals
- medication adjustments
- education programs (like diabetes education)
Viki also noted that some insurance plans require new referrals each year for ongoing specialist care—so staying organized matters.
Sintra image Your Clinic as a Healthcare Resource
Medicare wellness visits vs. physicals (common confusion)
Many people expect a “full physical” during a Medicare Annual Wellness Visit, and then feel frustrated when it’s different.
Viki explained:
- Medicare wellness visits are not the same as traditional physicals.
- They focus on preventive screening, risk assessment, and certain checks (which can vary by visit type).
If you’re unsure what’s included, ask the clinic what the visit is designed to cover.
Vaccines: how clinics track what you’re due for
Clinics often use immunization registries and “care gap” reminders to flag:
- Vaccines due
- screenings due (mammograms, colonoscopies, etc.)
If your loved one received vaccines in another state, keep documentation—some clinics can’t update records without proof.
Forms and documentation: yes, clinics can help
Caregivers often need paperwork for:
- FMLA
- disability
- work/school notes
- assisted living paperwork
- disability parking permits
Many clinics allow:
- Dropping forms at reception
- Uploading forms via MyChart
- Picking up signed forms with ID
If the form requires more assessment, the clinic may ask for an appointment.
Sintra image adult daughter calling the clinic with concerns
Driving concerns: how to bring it up
Driving safety is a common caregiver concern, especially with cognitive changes.
A common pathway:
- Caregiver messages the clinic (often via MyChart)
- Clinic schedules an assessment visit
- Provider evaluates and discusses next steps
- If needed, the provider may contact the DMV for further evaluation or action
Social work support: an underused lifeline
Clinic social workers may help with:
- housing insecurity
- medication affordability resources
- community resources and support
- caregiver burnout and placement options (respite, assisted living, memory care)
- advanced directive packets and guidance
Important: you usually need to ask for social work support—clinics may not automatically offer it.
MyChart tips (especially for caregivers)
MyChart can help you:
- message the care team
- request refills
- review lab results
- access after-visit summaries and progress notes
- track referrals and scheduling tasks
Proxy access matters
If you’re managing care for a parent/spouse, ask about proxy access so you can communicate appropriately.
The biggest messaging mistakes Viki sees
- Writing long paragraphs with no clear question
- Asking about another patient in the wrong chart
- Panicking over lab results before the care team has reviewed them
A better message is:
- Short
- Specific
- Includes the ask (what you want the clinic to do)
Your next steps (do this this week)
- Call your clinic and ask what supportive services are available.
- Ask who your point person is for questions and coordination.
- If you’re caregiving, get MyChart and proxy access set up.
- For hospital discharges, request a TCM follow-up.
Caregivers don’t get a handbook—but you don’t have to figure it out all at once.
If you’d like help organizing care, preparing for appointments, or knowing what to ask next, that’s exactly what we do at Your Nurse Advocate
We have some great FREE resources for you.
Thank you for spending time with us this week. We’re so glad to be part of your journey in caring for your aging loved ones. It’s an honor to share resources, insights, and a little encouragement to support you along the way. We look forward to bringing you more helpful tools and compassionate guidance in the weeks ahead. See you back here soon!
With care,
Pam and Linda
Your Nurse Advocates
“Compassionate Care for Aging Adults Along With Peace of Mind for the Family”
About the Authors
At Your Nurse Advocate Consulting, Pam and Linda’s mission is to empower aging adults and their families to take control of their health, prepare for life’s uncertainties, and secure their peace of mind. We are dedicated to providing compassionate guidance, personalized support, and expert resources to help our clients navigate complex medical needs and organize their personal affairs.
As independent patient advocates we have a steadfast commitment to clarity, family well-being, and empowerment, we strive to make a meaningful impact by ensuring our clients feel confident, prepared, and cared for every step of the way on their healthcare journey.
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With over 80 combined years of R.N. experience navigating the complex healthcare system, we stand as trusted guides for seniors and their families. Our expertise ensures they can access the care and resources they need without feeling overwhelmed by red tape or confusion.
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