As winter illnesses like colds, flu, or respiratory syncytial virus (RSV) surge, it’s important for people to know where to go for care.
“When you’re sick, and it’s not an emergency, start with the doctor who knows you best – your primary care doctor,” says Lisa Harris, MD, Excellus BlueCross BlueShield senior vice president and chief medical officer. “Your doctor understands your medical history, medications, and past treatments, which helps ensure you receive the most appropriate care.”
If you can’t reach your doctor, consider other options to treat conditions such as a sore throat, stuffy nose, or cough. When appropriate, virtual care, urgent care, or even a nurse call line can help you receive timely care, avoid long waits and higher costs at the emergency room (ER), and keep those facilities available for true emergencies.
Care options explained
Your primary care doctor: When possible, your primary care doctor should be your first call for non-emergency symptoms (congestion, fever, chills, body aches, etc.). If you’re unable to visit your doctor during normal office hours, some doctors offer after-hours care, have an on-call doctor, or offer virtual care visits.
Other options if your doctor is not available
24/7 nurse call line: Most insurers offer some variation of a 24-hour-a-day, 7-day-a-week nurse call line where registered nurses are available to answer non-urgent health questions, and provide guidance about symptoms, medications, and where to go for care. Excellus BCBS members can call 1-877-222-1240 (TTY 711).
Virtual care: Excellus BCBS offers virtual care options – fast and convenient access to medical and behavioral health care available from the comfort of your home, desk, or hotel room through your phone, tablet, or computer. For Excellus BCBS members, board-certified providers are available 24 hours a day, 365 days a year throughout the United States to care for non-emergencies. Visit https://www.excellusbcbs.com/find-a-doctor/virtual-care for details.
Urgent care: Another option for in-person or virtual care when your doctor is not available, they can treat non-life-threatening illnesses or injuries, including flu symptoms.
Emergency room (ER): Emergency rooms are designed to treat life-threatening issues such as chest pain, trauma, or other serious situations that warrant either a 911 call or a trip to the ER. Many patients, however, go there for minor concerns such as sore throats and mild fevers that could have been treated elsewhere.
Understanding care treatment
In 2024, about one in every four ER visits for Excellus BCBS members was for an ailment that could have been treated by a primary care or urgent care provider.
“Understanding the variety of available health care treatment options is key to better health outcomes and wellness for individuals and their families,” says Harris. “Start with your primary care doctor whenever possible—and remember, your health plan may offer helpful resources for those times when you’re sick and can’t get an appointment.”
Provided information
