Know where to go for care
Save money and time when you need immediate care in the U.S.
Know where to go for care
Save money and time when you need immediate care in the U.S.
The emergency room (ER) is for true emergencies. Know when to go there — and explore other options on your U.S.-based medical plan.
If you have a true emergency, where life or limb are at risk, call 911 or go to the closest emergency room (ER). If your issue isn’t an emergency, you have options that may cost you less money and time. Here’s how to choose wisely and save.
| Location | Cost to you | Average wait time | Special services | What they help with |
|---|---|---|---|---|
| 24-Hour Nurse Line | No cost to you | Less than 2-minute wait | 24/7 phone support | Deciding where to go for care |
| Teladoc Health | $0 copay* | 15-minute wait | 24/7 access to video visits | Minor issues |
| Primary care physician | $$ | 18-minute wait | May have virtual and same-day visits | Minor issues and routine health care |
| Walk-in clinic | $$ | 1-hour wait | Often have extended hours | Minor issues |
| Urgent care center | $$ | 1- to 2-hour wait | May offer X-rays and lab services | Urgent but not life-threatening issues |
| Emergency room (ER) | $$$ | 4-hour wait for non-emergencies | Non-emergency care at an ER is not covered. | Go here only when life or limb are at risk. |
*HDHP plan members will have to meet their deductible first.
Note: For details on your copays, coinsurance and deductible information, see the Summary of Benefits for the plan you enrolled in. You’ll find this and other plan documents in Explore benefits. Wait times are based on national averages.
24-Hour Nurse Line — Free — Less than 2-minute wait
You have access to an Aetna® Informed Health nurse any time of the day or night. While only a doctor can diagnose illnesses or prescribe drugs, these nurses can:
- Help you decide where to go for care
- Find network providers near you
- Answer your health-related questions
- Tell you simple steps to address a non-urgent health issue
To contact an Aetna Informed Health nurse: Call 1-800-556-1555 (TTY: 711).
Teladoc Health — $0* copay — 15-minute wait
Talk with a U.S. board-certified doctor within 15 minutes, any time of day, 365 days a year. They can diagnose, treat and write prescriptions for non-emergency issues such as:
- Colds and flu
- Headache
- Seasonal allergies
- Sore throat
- Stomach flu and vomiting
- Urinary tract infections and more
*Teladoc Health also offers dermatology and mental health services. These have a copay, and HDHP plan members will have to meet their deductible first.
Note: Teladoc Health is not available overseas.
To register ahead of time: Call 1-855-TELADOC (835-2362), download the Teladoc Health app or visit TeladocHealth.com/aetna.
Free 24/7 mental health crisis support
You can call or text the 988 Suicide & Crisis Lifeline for free, confidential support for people in distress or for suicide prevention and crisis resources. Call for yourself or a loved one.
Your primary care physician (PCP) — $$ — 18-minute wait
Your PCP knows your health history and may offer same-day appointments and virtual visits. They can handle many non-emergency issues or help you find a specialist, if needed, so consider calling them first. They can also:
- Diagnose and treat illnesses and health conditions
- Provide preventive care
- Order and refill prescriptions
To find one near you: Log in to your member website at Aetna.com and go to Find care and pricing.
Walk-in clinic — $$ — 1-hour wait
A walk-in clinic is for non-emergency, minor health issues. They’re not meant to replace your PCP but to give you another option for care. Often found in grocery stores and pharmacies, walk-in clinics have an average wait time of less than an hour. Walk-in clinics can treat many health conditions, such as:
- Colds and flu
- Ear infections
- Migraines
- Minor insect bites
- Poison ivy
- Seasonal allergies
- Sprains and strains
- Strep throat and more
To find one near you: Log in to your member website at Aetna.com and go to Find care and pricing. Or find a MinuteClinic® at CVS.com/minuteclinic/clinics.
Urgent Care Center — $$ — 1- to 2-hour wait
Urgent care centers provide immediate care for serious but non-life-threatening situations. Many urgent care centers offer X-ray, imaging and lab services. Visit an urgent care center for conditions such as:
- Abdominal pain
- Back and neck pain
- Burns and rashes
- Flu
- Fractures, sprains and strains
- Minor cuts
- Sports injuries
- Vomiting and diarrhea that won’t stop
To find one near you: Log in to your member website at Aetna.com and go to Find care and pricing.
Emergency room (ER) — $$$ for non-emergencies — 4-hour wait
Emergency room care for a true emergency is covered by your plan, even at an out-of-network facility.
The more people use the ER for non-emergency care, the more it costs everyone — from providers to patients to benefit plans. That means it’s important to understand when it’s truly necessary to go to the ER.
Emergency symptoms include:
- Chest pain or other severe pain
- Difficulty breathing
- Major trauma
- Severe abdominal pain
- Bleeding that won’t stop
- Other symptoms that may put your life at risk
Don’t get a big bill by mistake!
Not all ERs are attached to a hospital. Sometimes they are in their own building, so they might look like a walk-in clinic or urgent care center. There’s an easy way to tell: If the word “emergency” is in the name of the facility, it will charge you ER rates.
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