Understanding care options during the cold and flu season
January 7, 2026
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 Lorna Fitzpatrick, MD, vice president of medical affairs and senior medical director. “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 like Excellus BlueCross BlueShield offer some variation of a 24-hours-a-day, 7-days-a-week nurse call line where registered nurses are available to answer non-urgent questions about health, and can 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 offer 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 of the year throughout the United States to care for non-emergencies. Visit Virtual Care for details.
Urgent care
Another option for in-person or virtual care when your doctor is not available where 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 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 Fitzpatrick. “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.”
Details on flu/other respiratory illnesses impacting New York state:
corporate.communications@excellus.com
