When you suffer from severe pain or an injury, time is of the essence and should not be spent determining your health care options in the moment. Know your choices in advance so you’re ready to act when the need arises.
"It's critical to know where you can get the care you need based on the severity of your condition,” says Dr. Ryan Walsh, MD, MMM, associate vice president and chief medical information officer for Memorial Hermann Ambulatory Services and Population Health.
“Such knowledge also may save you time and money because the higher the level of care, the higher the likely cost.”
Memorial Hermann is the place to go for health care in Greater Houston. Whether it be minor or serious health issues, we have a variety of care options for you and your family. It’s important to get the right level of care when you need it.
Dr. Walsh, also a family care physician at Memorial Hermann Medical Group Physicians at Sugar Creek, discusses choosing between the options of a primary care physician, an urgent care facility, virtual care online, emergency-room care and hotlines.
Primary Care Physicians, Clinics
Right for: Primary care physicians (PCP) and clinics manage a variety of chronic and acute conditions. They also provide preventive care, screenings and lab work.
A PCP should be your first stop for routine checkups and exams and should be aware of your medical history and what medications you take. Establish a relationship with a PCP who knows you, your body and your long-term health needs.
“Your PCP is your health partner. Their clinic is there to offer you preventive care, immunizations and screenings or to diagnose and manage a wide range of illnesses,” Dr. Walsh says. “They can treat you for coughs, sore throat, allergies, pink eye, a urinary tract infection, nausea, vomiting and diarrhea. They also can help manage chronic conditions such as diabetes and hypertension and refer you to specialists when necessary.”
Wrong for: Emergencies.
Timing: Doctors have office hours, generally from around 8 a.m. to 5 p.m.
“Primary care physicians usually have an answering service,” Dr. Walsh says. “An on-call doctor or a triage nurse can answer your non-urgent questions and guide you if you’re unsure where to go.”
Insider’s tip: It pays to have a doctor who belongs to a network to access collaborative care and specialty care, when needed. Memorial Hermann has many affiliated PCPs across Greater Houston providing personalized care options near your home or work. Many offer in-person and virtual visits to best fit your schedule and lifestyle.
Urgent Care Clinics
Right for: Urgent care is an intermediate level of care between your family doctor and emergency-room treatment. It can address non-emergency health needs such as cuts requiring stitches, sprains, broken bones and back pain, as well as cold and flu symptoms and testing and treatment for sexually transmitted infections (STIs).
Since such things also may also be addressed by your PCP, your choice may depend on your PCP’s availability.
Wrong for: Urgent care should not be used in cases of life-threatening conditions. Urgent care clinics also are not designed for the full preventive or primary care you receive from your PCP.
Timing: These clinics often are open seven days a week with extended hours to treat injuries and illnesses that are not life-threatening but require prompt treatment before your usual doctor is able to see you.
Insider’s tip: Memorial Hermann-GoHealth Urgent Care is Houston’s largest urgent care network, with locations across Greater Houston. The network offers both in-person and virtual urgent care visits. Children as young as six months can be treated at these urgent care locations, which are open seven days a week and have extended hours. When possible, call ahead, but also alert your primary care physician after your visit so that they can continue your care.
Virtual Care
Right for: Some primary care and urgent care doctors will see and treat you via telemedicine on your smartphone or computer for your convenience.
Appropriate ailments may include cough, sore throat, cold, flu and sinus or ear pain, as well as rashes, minor burns, nausea, vomiting, diarrhea, urinary tract infections and pink eye.
Virtual care is convenient for following up on your chronic illnesses with your primary care physician. You also can touch base with doctors after changing medications or modifying your lifestyle—without having to drive, park and wait.
To maximize the benefits, use a fully charged laptop or device with a good internet connection. Call from a well-lit room in case the doctor needs to view the area that needs care.
Wrong for: Your office, car or public transit are not the best places for a virtual care appointment. You may lack privacy, and background noise can make it harder for your provider to hear and care for you. Also, not all diagnoses can be made virtually. Some require lab tests or other in-person exams.
Timing: With Memorial Hermann-GoHealth Urgent Care, you can typically get a virtual urgent care visit within hours of booking and then receive the same high-quality care as you would in person.
Insider’s tip: If the virtual care provider determines that an in-person visit is needed, you will be prioritized at the nearest Memorial Hermann-GoHealth location. This will be charged as one continuous visit without an extra charge.
The ER
Right for: Emergency rooms, or ERs, should be chosen for true emergencies which require prompt action. Head to the ER when you experience a serious and/or life-threatening medical issue that requires immediate treatment, such as chest pain, sudden difficulty breathing, a deep cut or wound where bleeding won’t stop, a head injury, a major broken bone or a severe burn.
Wrong for: You don’t want to use an emergency center for non-emergencies. ER visits often have a higher deductible and out-of-pocket cost. “Many ailments can be treated at primary care or urgent care less expensively and more conveniently,” Dr. Walsh says.
Also, driving yourself is not an option if your ailment is life-threatening, he says. “If you don’t have immediate access to transport, call 911 for an ambulance.”
Timing: ER care is available 24 hours a day, seven days a week.
Insider’s tip: It’s important to follow up with your PCP after an ER or urgent care visit so that your PCP can be aware of your condition and continue treatment.
Memorial Hermann has the largest network of emergency services in greater Houston. From 24/7 emergency rooms (ER) at Memorial Hermann hospitals and Memorial Hermann Convenient Care Centers to the Level One trauma center in the Texas Medical Center, Memorial Hermann offers the facilities and expertise to treat you and your family -- no matter what the emergency entails.
Hotlines
Right for: If you’re unsure where to go, call Memorial Hermann’s 24/7 Nurse Health Line. Specialty-trained registered nurses can speak to you by phone, day or night, and offer triage and a preliminary assessment of your needs at no cost to you.
“If it’s between the Nurse Health Line and ‘Dr. Google,’ I’ll take the Nurse Health Line every day,” Dr. Walsh says.
Wrong for: If you or a loved one is having thoughts of self-harm, call 988 instead.
And if you suspect someone has overdosed or swallowed poison, dial Poison Control at 800-222-1222. “Poison control can be really helpful and sometimes will alert the emergency center in advance if that’s where you need to go next,” says Dr. Walsh.
Timing: You can contact these hotlines 24/7.
Insider’s tip: Memorial Hermann’s specialty-trained registered nurses will answer your health questions and direct you to a nearby facility if needed.
Access: Call the Nurse Health Line at 713-338-7979 or toll-free at 855-577-7979. For life-threatening emergencies, always dial 911.
“All these numbers should be put into your phone’s contacts,” Dr. Walsh says. “When you’re frantic is not the ideal time to look up phone numbers.”
Be Prepared
Plan ahead and consider taking these steps to help your medical provider care for you.
“It really pays to be connected to your doctor’s online patient portal,” Dr. Walsh says. “Frequently your medical records are available there.”
Have an easy-to-grab and clearly labeled binder for each family member. It should contain a copy of current prescriptions, over-the-counter medicines and natural remedies, with the strengths/milligrams or I.U.s.
Keep documents with your personal and family medical history, including dates and details on past surgeries. Take this binder to any medical facility. If you have questions for a clinician, write them down, from most important to least important, and have blank pages to take notes.
“Having something on paper actually helps, especially when you’re anxious,” Dr. Walsh says.
Place the numbers and addresses of your doctors in your phone contacts, including pharmacy information and the nearest urgent care and ER. If you’re unsure of some numbers, your primary care doctor’s office may be able to help you find the right ones.
