Loved Ones
Family members and friends calling on behalf of someone struggling. They need guidance, not just information.
36%
of all callers
Understanding Loved Ones
Loved ones face a unique challenge: they want to help but can't make the decision for someone else. They're often:
- Exhausted from trying to help
- Worried about enabling vs. helping
- Unsure how to have the conversation
- Carrying guilt and frustration
Key Insight: With loved ones, "I got you" means "I'm the expert who will handle this." They need to feel like they're handing off to a professional.
Tone & Language
| Do | Don't |
|---|---|
| Be professional and reassuring | Be too casual initially |
| Acknowledge their burden | Focus only on the patient |
| Provide clear next steps | Leave them with more questions |
| Equip them for the conversation | Make promises about the patient |
Opening Scripts
After identifying caller type:
"What's going on with him/her exactly?"
Follow-up:
"How long has this been going on? And what have you tried so far?"
"What's going on with him/her exactly?"
Follow-up:
"How long has this been going on? And what have you tried so far?"
Building Rapport
Loved ones often apologize for asking too many questions. Validate their concerns:
"You're fine. Ask whatever you need."
Use when: They apologize for asking questions
Use when: They apologize for asking questions
"I got you. Let me handle the logistics so you can focus on your family."
Use when: They're overwhelmed with details
Use when: They're overwhelmed with details
Pain Discovery
Understand both the patient's situation AND the loved one's burden:
About the patient:
"What's going on with him exactly?"
"What substance is he struggling with?"
About the loved one:
"How has this been affecting you and your family?"
"What made you decide to call today?"
"What's going on with him exactly?"
"What substance is he struggling with?"
About the loved one:
"How has this been affecting you and your family?"
"What made you decide to call today?"
Key Challenges
They Can't Make the Decision
"I understand—ultimately, he has to want this. But here's what we can do: let's get all the information together so when he's ready, there's no delay. Can you verify his insurance while we talk?"
The Patient Won't Go
"Has he said why he doesn't want to go? Sometimes understanding the specific fear helps us address it. Is it about work? Cost? What people will think?"
Worried About Being Pushy
"There's a difference between being pushy and being concerned. The fact that you're calling shows you care. Sometimes people need to know their family is serious about this."
Equipping the Conversation
Help them have the conversation with their loved one:
"When you talk to him, here are the key things to mention:
1. His job is protected under FMLA
2. Insurance covers most of the cost
3. We can get him in as soon as tomorrow
4. It's a medical facility, not a lockdown situation"
1. His job is protected under FMLA
2. Insurance covers most of the cost
3. We can get him in as soon as tomorrow
4. It's a medical facility, not a lockdown situation"
Creating Urgency
Help them understand why timing matters:
"The window of willingness can close fast. If he's even slightly open to it right now, that's the time to act."
"What would happen if we could get everything set up today, so when he says yes, there's no waiting?"
"What would happen if we could get everything set up today, so when he says yes, there's no waiting?"
Important: Don't promise outcomes you can't deliver. You can prepare everything, but the patient has to agree to come.
Follow-Up Strategy
Loved ones often need multiple touchpoints:
- Get their contact information
- Offer to be available when the patient is ready to talk
- Send written information they can share
- Schedule a follow-up call