Clear communication. Reliable expectations.
We believe great care begins with clear, respectful communication.
Our Communication Standards define how we listen, respond, coordinate, and keep you informed so you always know what to expect and how to reach us.
Open communication creates better outcomes.
We're here. We listen. We follow through.
Our Communication Commitments
We Respond Promptly
We aim to respond within one business day during regular office hours.
We Keep You Informed
We provide timely updates about care, changes, and what happens next.
We Coordinate Care Seamlessly
Our team works together to ensure nothing falls through the cracks.
We Communicate Respectfully
We treat every conversation with kindness, professionalism, and confidentiality.
We Follow Through
We take ownership and follow through on every commitment we make.
Response Expectations
We value your time. Here's what you can expect.
General Calls & Voicemails
Questions, updates, and non-urgent mattersWithin 1 business day
Emails
Non-urgent inquiries or updatesWithin 1 business day
Care Schedule Changes
Routine adjustments or reschedulingWithin 1 business day
Caregiver or Care Concerns
Non-emergency concernsWithin 1 business day
Urgent Concerns
Health or safety risksImmediately during office hours
Emergency & After-Hours
If you are experiencing a medical emergency, call 911 immediately. Our team does not provide emergency medical services.
After-hours urgent concerns: call our on-call line and we will respond as soon as possible.
Office hours are Monday-Friday, 8:30 AM - 5:00 PM ET.
Messages received after hours will be returned the next business day.
Emergencies outside our scope are directed to the appropriate authorities.
Care Coordination Boundaries
We coordinate care and communicate updates, but we do not replace medical providers or emergency services. We partner with families and healthcare professionals to support the best possible outcomes.
Our Communication Channels
Choose the channel that works best for you.
Phone
(774) 777-8776 Mon-Fri, 8:30 AM - 5:00 PM ETFamily App
Secure messaging for care updates, schedules, and important notificationsIn-Person Meetings
For care planning, reviews, and special discussionsCare Team Calls
Scheduled calls for updates, care reviews, and ongoing coordinationWe're Here to Support You
Clear communication builds trust and peace of mind. If you ever have a question or need support, we encourage you to reach out.