Client Care Resources and Who to Contact
Helping Clients and Families Find the Right Support
Every client’s situation is unique. Communication pathways may vary depending on the client’s physician, healthcare team, specialty pharmacy, facility requirements, and individual care needs. The information below is intended as a general guide to help support communication and continuity of care.
TLC Nurse Solutions is committed to helping clients, families, nurses, and healthcare partners feel supported through clear communication and thoughtful coordination.
Because healthcare often involves multiple providers and organizations, knowing who to contact for different needs can help ensure questions are addressed efficiently and directed to the most appropriate resource.
The following guidelines may help clients, families, and nurses navigate common questions and requests.
Questions About Medications, Deliveries, Supplies, or Treatment Orders
For questions involving:
• Medication deliveries
• Prescription refills
• Infusion supplies
• Specialty pharmacy shipments
• Physician orders
• Medication dosing questions
• Treatment plan changes
• Weight-based therapy adjustments
• Changes in medication regimens
• Infusion rate or protocol questions
• New symptoms occurring during treatment
• Medication side effects or treatment-related concerns
• Laboratory monitoring requirements
• Prior authorizations and insurance approvals
• Supply shortages or replacement supplies
• Questions regarding prescribed therapies or infusion medications
Clients and nurses are encouraged to contact the prescribing physician, specialty pharmacy, or healthcare provider responsible for managing the treatment plan.
These healthcare professionals are best positioned to provide guidance regarding medications, supplies, prescriptions, infusion protocols, treatment plans, and physician-directed therapies.
Clients receiving services related to IVIG and specialty infusion nursing support, home infusion nursing support, or other infusion therapies should continue working directly with their specialty pharmacy and prescribing provider regarding treatment-related questions.
Nurses should notify the specialty pharmacy, prescribing provider, or appropriate healthcare team regarding treatment-related concerns, medication questions, supply issues, or changes that may affect the client’s prescribed therapy. TLC Nurse Solutions should be contacted for scheduling, coordination, and continuity-related support needs.
Questions About Scheduling
For questions involving:
• Nursing schedules
• Visit confirmations
• Schedule adjustments
• Future nursing visits
• Coverage requests
• Availability questions
Clients are encouraged to contact their nurse directly whenever appropriate, as many scheduling questions can often be addressed quickly between the client and nurse.
If additional assistance is needed, or if schedule changes affect ongoing coordination, coverage, continuity of care, or future scheduling needs, clients may also contact TLC Nurse Solutions.
Our coordination team is always available to help support scheduling, communication, and continuity-focused nursing coordination when needed.
Clients receiving private duty nursing support, overnight nursing support, hospital-to-home transition support, or other nursing services may contact TLC Nurse Solutions regarding scheduling and coordination needs.
Questions About Billing and Payments
For questions involving:
• Invoices
• Payment methods
• Payment receipts
• Account balances
• Billing records
• Private-pay service rates
• Reimbursement documentation
Please contact TLC Nurse Solutions directly.
Our team is happy to assist with billing-related questions, reimbursement documentation requests, and account support.
Questions About Nursing Documentation
For questions involving:
• Nursing visit documentation
• Visit summaries
• Documentation requests
• Care coordination records maintained by TLC Nurse Solutions
• Verification of nursing visits
Please contact TLC Nurse Solutions.
Certain medical records maintained by physicians, hospitals, specialty pharmacies, healthcare facilities, or other healthcare providers may need to be requested directly from those organizations.
Questions About Medical Equipment
For questions involving:
• Medical equipment deliveries
• Equipment replacement
• Equipment servicing
• Oxygen equipment
• Durable medical equipment (DME)
• Equipment training
• Manufacturer support
Please contact the equipment provider, prescribing physician, or healthcare organization responsible for managing the equipment.
TLC Nurse Solutions may assist with communication and coordination when appropriate.
Questions About Changes in Care Needs
Healthcare needs sometimes evolve over time.
Examples may include:
• Additional nursing hours
• Changes in mobility needs
• New equipment needs
• Additional support services
• Recovery-related care needs
• New physician recommendations
• Expanded care schedules
• Additional family support
When appropriate, clients may wish to notify both TLC Nurse Solutions and their healthcare provider so care teams can remain informed and coordinated.
Our goal is to help support communication and continuity whenever additional nursing coordination may be helpful.
Clients may also benefit from services such as nurse care coordination support, high-acuity nursing care, private duty nursing support, or medication management support depending on their evolving needs.
Questions About Care Planning
For questions involving:
• Additional nursing hours
• Expanded services
• Long-term care planning
• Changes in care goals
• New support needs
• Recovery planning
• Continuity-focused nursing support
Please contact TLC Nurse Solutions.
We are happy to discuss available nursing support options and help coordinate services that align with your goals, preferences, and circumstances.
Questions About Medical Concerns
Medical concerns should be directed to the healthcare provider responsible for the client’s medical care.
This may include:
• Physicians
• Specialists
• Specialty pharmacies
• Hospitals
• Rehabilitation providers
• Urgent care providers
• Emergency services when appropriate
Healthcare professionals familiar with the client’s medical history, treatment plan, and healthcare goals are best positioned to provide medical guidance and recommendations.
Questions From Family Members and Authorized Representatives
We understand that family members, fiduciaries, care managers, healthcare agents, trustees, and authorized representatives often participate in care planning and communication.
When appropriate authorization is in place, TLC Nurse Solutions is happy to communicate with designated individuals involved in supporting the client’s care and coordination needs.
Additional resources may include:
• Professional fiduciary nursing support
• Case manager nursing support
• Discharge planner nursing support
Who Should I Contact First?
The following guide may help direct questions to the most appropriate resource:
| Question | Best First Contact |
|---|---|
| Schedule change | Your nurse or TLC Nurse Solutions |
| Additional nursing hours | TLC Nurse Solutions |
| Nursing coverage requests | TLC Nurse Solutions |
| Medication delivery | Specialty pharmacy |
| Prescription refill | Prescribing physician or pharmacy |
| Infusion supplies | Specialty pharmacy |
| Treatment plan questions | Prescribing physician |
| Equipment issues | Equipment provider |
| Billing questions | TLC Nurse Solutions |
| Care coordination questions | TLC Nurse Solutions |
| Medical concerns | Healthcare provider |
| Emergency concerns | Emergency services when appropriate |
Communication and Care Coordination Support
Many clients benefit from ongoing communication among healthcare providers, family members, pharmacies, fiduciaries, care managers, and nursing professionals.
TLC Nurse Solutions may help support continuity and communication through services such as:
• Nurse care coordination support
• Case manager nursing support
• Discharge planner nursing support
• Professional fiduciary nursing support
Thoughtful communication often helps create a more seamless experience for clients, families, nurses, and healthcare teams alike.
We Are Here to Help
TLC Nurse Solutions is committed to responsive communication, thoughtful coordination, and helping clients and families feel supported throughout their healthcare journey.
For scheduling questions, clients may contact their nurse directly or reach out to TLC Nurse Solutions for assistance.
For questions involving medications, supplies, physician orders, treatment plans, infusion deliveries, specialty pharmacy services, or prescribed therapies, clients should contact the healthcare provider, specialty pharmacy, or prescribing physician responsible for managing those services.
If you are ever unsure who to contact, please reach out to our team. We are always happy to help guide you to the most appropriate resource whenever possible.
To learn more about our services, visit our About Us, explore our Services, review our Frequently Asked Questions, or Contact TLC Nurse Solutions.