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    When to Use Telehealth, When to Go to Urgent Care, and When to Call 911

    A plain-English guide to choosing the right level of medical care — telehealth, urgent care clinic, or emergency room — for different symptoms.

    5 min read 5 stepsApril 20, 2026Verified April 2026
    1

    Recognize when to call 911 immediately

    ~31s
    Call 911 without hesitation if you or someone with you is experiencing: chest pain, pressure, or tightening; trouble breathing or shortness of breath; sudden weakness or numbness on one side of the face, arm, or leg; sudden severe headache with no known cause; fainting or loss of consciousness; severe bleeding that will not stop; seizures; or signs of a severe allergic reaction (throat swelling, hives spreading rapidly, difficulty breathing).

    Warning

    Do not drive yourself to the ER if you suspect a heart attack or stroke. Call 911 — paramedics can begin treatment on the way to the hospital.

    2

    Recognize when the emergency room is the right choice

    ~23s
    Go to the ER (or have someone drive you) for: high fever (over 103°F) that is not responding to medication; severe abdominal pain; a head injury with confusion, vomiting, or loss of consciousness; deep lacerations or wounds; broken bones; sudden severe back pain; mental health crises with risk of harm; and any situation your gut tells you is serious but does not require 911.
    3

    Recognize when urgent care is the right choice

    ~31s
    Visit an urgent care clinic for: minor cuts and wounds that need stitches but are not life-threatening; ear infections; urinary tract infection with fever; mild to moderate respiratory illness; sprains; suspected minor fractures; X-rays; moderate eye infections; and situations where your regular doctor cannot see you for several days and you need care sooner.

    Quick Tip

    Most urgent care clinics are open evenings and weekends. Check their hours and wait times online before you go — many clinics have a website or app where you can check in virtually to hold your spot in line.

    4

    Recognize when telehealth is appropriate

    ~21s
    Use a telehealth service for: cold, flu, and COVID symptoms that are not severe; sore throat without breathing difficulty; bladder infection symptoms in adults; minor skin rashes; allergy or sinus symptoms; mental health support; medication refill questions; and follow-up questions after a recent appointment. Telehealth is ideal when you are not sure if you need to go anywhere and want a professional opinion fast.
    5

    Create a personal healthcare quick-reference card

    ~23s
    Write down (or save to your phone) the following: your telehealth app name and login info; the nearest urgent care clinic name, address, and hours; the nearest emergency room address; your doctor's office phone number including the after-hours line; and a trusted family member or friend's number. Having this information in one place means you are not searching for it when you are already stressed and unwell.

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    One of the most confusing decisions in health care is figuring out where to go when something is wrong. Going to the emergency room for a minor issue means a long wait and a large bill. But staying home when you need emergency care can be life-threatening. Knowing which level of care fits which situation can save you time, money, and stress.

    There are four options to consider: telehealth (video or phone call with a doctor), urgent care clinic (walk-in facility for non-emergency medical needs), emergency room (ER) or hospital, and 911 (for immediate life-threatening situations).

    Telehealth is appropriate for many common, non-emergency concerns. Good candidates include cold and flu symptoms, sore throat, ear pain, minor skin rash, urinary tract infection symptoms, allergy symptoms, minor eye irritation, mental health support, medication questions, and follow-up after a recent visit. It is fast (often under an hour), affordable, and available from home.

    Urgent care clinics are appropriate when you need in-person care but it is not a life-threatening emergency. Good candidates include minor cuts that may need stitches, sprains and minor injuries, suspected fractures, moderate fever in adults, stomach pain or vomiting that is bothersome but not severe, and X-rays.

    The emergency room is for serious, potentially life-threatening situations: chest pain, difficulty breathing, stroke symptoms, severe bleeding, high fever with confusion, head injury, severe abdominal pain, and any situation where you feel something is very seriously wrong.

    Call 911 immediately for: suspected heart attack, stroke symptoms (sudden face drooping, arm weakness, speech difficulty), loss of consciousness, seizures, severe allergic reaction, or any situation where you need immediate help and cannot safely drive.

    Quick Tip: Save your telehealth service's number or app login on your phone before you need it. Searching for it when you are sick and anxious takes time you may not want to spend.

    Important disclaimer: This guide provides general information to help with healthcare decisions. It is not a substitute for professional medical advice. When in doubt about whether a symptom is serious, call your doctor, a nurse advice line, or 911. Your safety always comes first.

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    Official Resources

    Medicare.govMedlinePlus — Health InfoAARP Health & Technology

    Sources used to create and verify this guide. View all sources →

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    When to Use Telehealth, When to Go to Urgent Care, and When to Call 911 — Step-by-Step Guide | TekSure