According to Yu-fen, the family sought medical treatment for Yu-chuan several times. But when Yu-chuan later refused to leave the house, shouting herself hoarse and clutching at things to stay inside, it became impossible to get her to the hospital. Yu-fen, who had only a middle-school education and no steady work, had no idea how to apply to the local psychiatric hospital for at-home care.
透過姊姊玉芬口中了解，過去家人曾有幾次帶著玉娟就醫，但之後玉娟極端抗拒出門、甚至嘶吼拉扯，上醫院成了不可能的任務，而本身工作不定、只有國中畢業的玉芬，根本不知道如何申請當地精神醫療人員的居家服務。