Helping your loved one find a new provider

Finding a health care provider today is a lot like looking for a new pair of shoes—there are many types to consider and getting the right kind and the right fit matter.

For many older people, or people with complex medical conditions, though, the thought of finding a provider can be overwhelming—especially if it means changing to someone new. Long-time relationships feel familiar, easy, and flexible; starting new ones can feel awkward, stiff, and uncomfortable.

There’s much to consider when finding a new health care provider—and since you’re the caregiver, you’ve likely been asked (or will be) to help with this important task. As with any complex project, it can help to break things down into manageable steps.

Where to start the search

Whether you’re looking for a primary care provider or a specialist, use the online provider directory for your loved one’s insurance plan to find providers who are taking new patients. For those who are, here are some important questions to keep in mind:

• Where is their office, how easy is it to get there, and what are the hours?
• Is the office physically accessible and safe for your loved one?
• Does the office have an on-site lab for blood or other lab work? Can X-rays or other basic tests be done there? Any time your loved one has to go somewhere else for treatment or testing—even if it’s to a different office in the same building—the likelihood of a delay increases.

This is also a good time to find out what copays or other fees may apply. Insurance plans provide this information in several places, including:

• Documents like the Summary of Benefits, Evidence of Coverage, Member Handbook, and Benefit Guide
• Member ID cards
• The online member portal

You can also contact the plan’s Customer Service department for more information.

How to narrow it down

Once you’ve decided which providers you want to consider, it’s helpful to learn more about them. For example, what their clinical interests and board certifications are, what hospitals or health systems they work with (you or your loved one may have a preference), and what languages they speak.

The website for their practice or any hospitals or health systems they work with should have these types of details. You can also learn more about any provider by using these online tools:

• FindMyDoctor.mass.gov can help you verify a Massachusetts provider’s license, check their specialties, and review professional background information.
• Medicare Care Compare helps people search for and compare various types of health care providers participating in Medicare. It provides practice information, specialties and education, facility affiliations, telehealth ability, and some performance information when available.
• Healthgrades provides patient reviews and practice information. It allows searches by specialty, condition, insurance, and location.

Finding the right fit

Now it’s time to see if the providers you like are a good match for your loved one.

No matter what type of health care provider you’re considering, you may wan to ask:

• How soon could my loved one’s first appointment be scheduled?
• Are same-day appointments available if my loved one has a problem that might need immediate attention?
• How much experience do you have in caring for older adults and/or a specific health issue?
• How do you involve patients and family caregivers in care decisions?
• How will you help us understand treatment options and next steps?
• How do you prefer patients and caregivers contact you with questions?
• How quickly can we expect a response to calls or messages?
• Do you explain medical information in a way that's easy to understand?
• Do you offer telehealth options?
• Does your office use a patient portal for things like scheduling, prescription refills, and non-emergency communications between visits?

If you’re choosing a primary care provider (also called a PCP), you may want to ask:

• How do you coordinate care with specialists, hospitals, or home health agencies?
• How do you manage medications, especially when my loved one has multiple providers?

Contact the office to see if you can schedule a brief interview with the provider before having an official first appointment. If their availability is limited, ask if there’s someone else you can talk to, like a nurse practitioner, practice manager, or patient liaison.

Even if you can only have a brief phone call, you can still ask a few of the questions provided above. You can always ask these questions at the first appointment.

What to do if care is needed right away

Sometimes, scheduling a sick visit with a new provider isn’t possible until someone’s had a new-patient visit, which usually focuses on screenings, checkups, and preventive care. So, if your loved one needs care right away, you may need to get it elsewhere.

There are a couple of options for same-day care that you can consider. You can:

• Take them to a local urgent care center or retail clinic (find one near you by checking with their health insurance plan or using the Massachusetts Urgent Care and Retail Clinics Locator online tool)
• Use a telehealth service or nurse advice phone line that their insurance plan may provide

If you aren’t sure what type of medical care is needed, this guide from the Massachusetts Department of Public Health may help.

A few final thoughts

As you go through the process of finding a new provider, take note of the response times for calls and emails, and how polite and helpful the office staff are. Everyone you interact with should be helpful, courteous, and friendly.

During a visit with the provider, pay close attention to what’s often called bedside manner—how the provider interacts with your loved one. It’s important that the provider is respectful of your loved one and takes time to listen.

Even if providers meet all your criteria, there will be some who appeal to your loved one—and some who don’t. And that’s okay. Remember, not all shoes fit or feel the same. Sometimes, you need to try on a few pairs to find one that provides the right support.

Posted: May 2017
Updated: September 2026