Hello,
When I start care on the hospital, I no longer have the icon available to me to request help from the alliance. I found that this often happened when I left the game interface for several minutes and come back later without my smartphone needing to fully reload the game.
Besides, the only solution I have found for the moment is to quit the game and restart it to retrieve the icon. But it is a very painful manipulation. Fortunately this only happens on the hospital...