I can't really speak from too much experience, since we've only had our referral for 3 weeks. One suggestion I would make (which seems to be working so far) for immediate family is to print out the flow chart that someone on the board created and send it to your family. Then everytime you get through another step in the process, let them know that they can cross that step off. I suggested using a big red marker or bright yellow highlighter. (I think getting to cross something off the list makes them feel more involved in the process)
So far it's worked pretty well with my parents and my in-laws.
AM