Quick Answer
Contact your provider between visits for new or changing symptoms that are not emergencies, medication questions or side effects, questions about test results, and when a condition is not improving as expected. Reaching out early can prevent small problems from becoming bigger ones. For emergencies, call 911 or go to the emergency room instead.
Who this is for: adults who are unsure whether a concern is worth a call or message to their provider, or whether it can wait until the next visit.
Good Reasons to Reach Out
- A new symptom that is bothering you but is not an emergency
- A symptom that is getting worse or not improving with treatment
- Side effects from a new or changed medication
- Questions about how to take a medication, or a refill that is running low
- Questions about lab or imaging results
- Home readings that are outside the range your provider gave you, such as blood pressure or blood sugar
- A visit to urgent care, the emergency room or a specialist, so your provider can update your record and follow up
- Changes in mood, sleep or stress that are affecting daily life
When Not to Wait: Emergencies
Do not message your provider for emergencies. Call 911 or go to the nearest emergency room for:[1]
- Chest pain or pressure
- Trouble breathing
- Signs of stroke, such as face drooping, arm weakness or trouble speaking
- Fainting or sudden confusion
- Severe bleeding or a serious injury
- Severe abdominal pain
- A severe allergic reaction
- Thoughts of harming yourself or others; you can also call or text 988
Choosing the right way to reach your provider helps you get the right care faster.
Choosing the Right Way to Reach Out
- Portal or message: best for non-urgent questions, refill requests, sharing home readings and follow-up questions about results
- Phone call: better for symptoms that need attention soon or questions that are hard to explain in writing
- Visit: needed when a symptom must be examined or a new problem needs evaluation
Messages are not monitored like an emergency line, so never use them for urgent symptoms.
Tips for a Helpful Message
- Describe what is happening, when it started and whether it is getting better or worse
- Include relevant numbers, such as temperature, blood pressure or blood sugar
- List any medications you have taken for the problem
- Ask one or two clear questions
- Include a good way and time to reach you
Staying Connected at Lake Forest Regenesis
Direct Primary Care members can reach Allana between visits by phone, email, text or the patient portal, with a reply within one business day. She can help you decide whether a concern can be handled with advice, needs a visit, or should be seen at urgent care or the emergency room. Messaging is for non-urgent concerns and is not a substitute for emergency care.
When to See a Provider
Call 911 or go to the nearest emergency room for chest pain, trouble breathing, signs of stroke, severe bleeding, fainting or any symptom that feels life-threatening. For thoughts of self-harm, call or text 988.
Want a provider you can message when questions come up? Direct Primary Care members hear back within one business day.
Frequently Asked Questions
Is it okay to message my provider about a small concern?
Yes. Small questions are often easiest to handle early, and your provider would rather hear about a concern than have you wait until it worsens.
How quickly will I get a response?
It depends on the practice. Ask your provider's office what response time to expect, and use the phone or emergency care for urgent needs.
Should I tell my provider about an urgent care visit?
Yes. Sharing visits elsewhere keeps your record complete and allows your provider to follow up.
Can my provider diagnose me through a message?
Some concerns can be addressed with advice, but many need a visit or exam. Your provider will let you know if you should be seen.
References
- MedlinePlus. When to use the emergency room: adult. U.S. National Library of Medicine. Read the article
This article is for general education and is not a substitute for individual medical advice. See our medical disclaimer.
