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When to Call, Click, or Go: A Doctor’s Guide to Navigating Your Healthcare Options

By Dr. Andy S. Jagoda, Professor and Chair Emeritus of Emergency Medicine, Icahn School of Medicine at Mount Sinai and Member of DocGo’s Medical Advisory Board

One of the most common questions I hear from patients, family, even friends is: “Where should I go for care?” It’s often followed by: “Do I call my doctor? Should I visit urgent care? Is this serious enough for the emergency room? Or can I just use telehealth?

These are fair questions, and not easy ones. The U.S. healthcare system isn’t always intuitive. We have excellent specialists and world-class technology, but figuring out how to access the right care at the right time can be overwhelming, especially if you’re not feeling well.

As an emergency physician, I’ve seen what happens when patients come to the Emergency Department (ED) for problems that could have been managed elsewhere and I’ve seen people wait too long to seek emergency care because they weren’t sure if it was “serious enough.” The stakes are high in both directions.

Here’s a simple framework to help you think through your options. It’s not one-size-fits-all, but based on my experience in emergency medicine and my work with DocGo’s Medical Advisory Board (including ongoing conversations with Dr. Jim Powell, a primary care physician and CEO of DocGo’s Clinical Practice Group), it offers a practical starting point.

Start with Severity

If your symptoms are sudden, severe, or life-threatening, go to the ED.

Some things shouldn’t wait:

• Severe chest pain or trouble breathing
• Sudden abdominal pain
• Weakness or numbness on one side of the body
• Fainting, confusion, or sudden changes in vision or speech

These are what we call “high-acuity” symptoms often tied to vascular problems like heart attacks or strokes. If something hits you with a bang, don’t delay. That’s what emergency departments are built for.

Use Urgent Care for Minor, Time-Sensitive Needs

Urgent care centers treat non-life-threatening illnesses and injuries that require attention within 24 hours, while emergency departments are equipped to handle life-threatening situations requiring immediate treatment. Urgent care centers are well-suited for minor infections (like ear or urinary tract infections), sprains and strains, mild to moderate cuts or lacerations that may need stitches, persistent sore throats or coughs, and minor burns, rashes, or allergic reactions. One of the big advantages of urgent care is access to testing. If you need a particular test, or basic labs done quickly, urgent care can help without the wait time or intensity of the ED.

If you’re young, healthy, and dealing with what you believe is a minor illness or injury, urgent care is often the right choice.

Don’t Overlook the Power of Telehealth

If you’re sick but stable, especially with cold, flu, or COVID-like symptoms, start with a virtual visit. Telehealth providers can assess your symptoms, recommend home care, send prescriptions, and help you decide whether an in-person visit is necessary.

It’s also a safer option when you’re contagious. The last thing you want to do with a respiratory infection is sit in a crowded waiting room and risk spreading illness to others.

Telehealth and virtual care have grown rapidly in recent years, and platforms like DocGo can do more than just answer questions! They help patients navigate next steps, connect with clinicians, and even arrange in-home care when needed.

The Primary Care Physician: Your Long-Term Guide

While urgent and emergency care get a lot of attention, your primary care physician (PCP) plays the most important long-term role. This is especially true as we age or manage chronic conditions. As Dr. Jim Powell often reminds us in our work together at DocGo, a good PCP understands your medical history, lifestyle, family context, and social factors that influence health.

Think of your PCP as a ship’s captain. They help you steer a steady course, keeping you healthy, spotting early warning signs, and coordinating care across specialists. In a system filled with experts, the PCP is the one who is the expert on YOU. Unfortunately, many Americans don’t have access to a strong primary care relationship, which leaves them without that critical layer of guidance.

What’s Next

The future of care will involve all of these channels: virtual, in-person, home-based and the challenge will be knowing how to move between them effectively. That’s why I believe hybrid systems, like the one DocGo is developing, are essential. They blend the convenience of telehealth with the depth of primary care and the responsiveness of urgent and emergency services.

Navigating healthcare shouldn’t be a guessing game. With the right information, the right tools, and a relationship with a provider who knows you, it’s possible to get the care you need without unnecessary delays or detours.

And if you ever find yourself wondering what to do, remember this rule of thumb:
If it’s sudden or severe, go to the ED. If it’s minor but needs quick attention, try urgent care. If it’s unclear or contagious, start with telehealth. And if it’s about the bigger picture of your health over time, talk to your PCP.