FREQUENTLY ASKED QUESTIONS
Whether you’re wondering what an advocate can do, how ThreadTru works alongside your healthcare team, or what to expect before getting started, you’ll find answers to the most common questions here.
Questions are part of navigating care.
Still have a question? We’re here to help.
1. What does a healthcare advocate do? A healthcare advocate helps you navigate the parts of healthcare that can be difficult to manage alone. ThreadTru helps you understand information, prepare for conversations and decisions, address barriers, organize your healthcare picture, and keep track of what still needs attention. We advocate alongside you while you remain at the center of your care.
2. Is ThreadTru a replacement for my doctor or healthcare provider? No. ThreadTru works alongside your healthcare team. We do not diagnose, prescribe, make treatment recommendations, or replace medical providers. Our role is to help you understand, organize, communicate, advocate, and navigate your care while healthcare decisions remain between you and your licensed providers.
3. Do you accept insurance? ThreadTru does not currently bill health insurance. Services are private-pay, and the scope and expected cost of your support are discussed before services begin.
4. Can you come with me to medical appointments? Yes. ThreadTru can provide in-person or virtual appointment support when arranged. Appointment Advocacy can include preparing questions and concerns beforehand, advocacy and clarification support during the visit, note-taking, and organizing instructions and follow-up afterward.
5. Can ThreadTru communicate with my healthcare providers? Yes, with your permission. When appropriate authorization is in place, ThreadTru can help communicate with providers and other members of your care team as part of coordinating your care.
6. Do I need ongoing services, or can I get help with one specific situation? You can use ThreadTru for one specific need or for continued support. Some clients may need help with a single appointment, a defined project, or a transition in care. Others may benefit from ongoing navigation and advocacy as their healthcare needs change over time. Ongoing services are reviewed about every 30 days so support can adjust as your needs change.
7. Can a family member hire ThreadTru to help with a loved one's care? Yes. ThreadTru can support families who are helping manage a loved one's healthcare—including family members who live at a distance, caregivers carrying much of the day-to-day responsibility, or families who simply need a clearer understanding of where things stand. When communication involves another adult's healthcare information, appropriate permission or authorization is required. The person receiving care remains at the center of the process whenever they are able to direct their own care.
8. What information do I need before getting started? You do not need to arrive with perfectly organized records or every detail of your healthcare history. If you decide to move forward with services, ThreadTru will let you know what information and permissions are needed for the work we're doing together. From there, we can begin building or updating your Healthcare Roadmap™ and identifying what belongs on your Open Loop Tracker™.
9. Does ThreadTru work with both physical and mental healthcare needs? Yes. ThreadTru recognizes physical and mental well-being as part of the same healthcare picture. Our advocates are trained to communicate with compassion, respect, and an understanding that the way someone receives, processes, or responds to information may be influenced by what they are experiencing. Building trust matters. We meet clients where they are, adapt our communication to the person in front of us, and create space for questions, concerns, preferences, and individual needs to be heard—whether someone is navigating a physical condition, mental health concern, cognitive changes, a major life transition, or a combination of needs. ThreadTru does not provide diagnosis, clinical assessment, or mental health treatment. Our role is to make sure the person behind the healthcare picture remains seen, respected, and meaningfully included in their care.
10. What happens if something is urgent or there is a medical or mental health emergency? For general questions or non-urgent requests, please allow 24–48 hours for a response during normal business hours. If something related to your ThreadTru services needs more urgent attention, please submit a Support Request through the Contact page and clearly indicate that the matter is urgent, along with the reason. Urgent requests are addressed as availability and the scope of your services allow. After-hours support is available only when arranged in advance for an agreed-upon need that cannot reasonably be completed during normal business hours. ThreadTru does not provide on-call, emergency, or crisis-response services. If you are experiencing a medical emergency, mental health crisis, or there is an immediate concern for your safety or someone else’s, do not wait for a response from ThreadTru. Contact 911 or the appropriate emergency or crisis service for immediate assistance. Once the immediate situation has been addressed, ThreadTru may be able to help with what comes next within the scope of your services.
