Maggie McKay (Host): This is a Podcast A Day with Memorial Health System. I'm your host, Maggie McKay. Joining us is Rachel Martin, Clinical Nurse Manager in the Emergency Department, to discuss the differences between the emergency department versus Physicians Care Express. Thank you so much for being here today, rachel.

Rachel Martin, BSN: Well, thanks you for having me.

Host: So, let's start with the difference between the emergency department and the Physicians Care Express.

Rachel Martin, BSN:  Sure. So, the difference between the emergency department and Physicians Care Express is really the level of care we can provide our patients. Of course, our emergency department is open 24/7. We're always here for you. But it really is for life-threatening or serious emergencies as where our Physicians Care Express is really based for the walk-in type of care that you need to see if you would have a cold or a flu or for minor injuries.

Host: What symptoms should always send someone to the emergency department? No questions asked.

Rachel Martin, BSN: Sure. That's a good question. And there are certain symptoms where I tell people, "Just don't wait and don't hesitate. Come to the emergency department and be evaluated." And those are symptoms such as chest pain; also stroke-like symptoms, which include like facial drooping, difficulty speaking, or numbness or tingling in one side of your body. Also, shortness of breath is a big one. You know, we'd like for you to be evaluated in the emergency department. There are things such as seizures or traumas, bleeding, severe abdominal pain, which is always best to be seen in an emergency department.

Host: And on the other side, what are some common reasons someone may go to the emergency department that would actually be better treated at Physicians Care Express?

Rachel Martin, BSN: Sure. That's a great question. We are seeing a lot of that and a lot of patients question, you know, the direction that their care needs to go. But Physicians Care Express is really designed for those quicker, more focused, assessments or problems with patients. So if you're having a sore throat, any COVID flu or cold symptoms, any urinary tract infections or ear infections, minor rashes, the Physicians Care Express is always a great option for those type of patients.

Host: And from your experience, Rachel, as a clinical nurse manager, what's one of the biggest misunderstandings patients have about where to seek care?

Rachel Martin, BSN: I see this a lot. I hear from patients, You know, I just wasn't sure where to go or I wasn't sure what to do. But one of the biggest misconceptions is if this feels urgent to you, if it feels extremely out of your normal, then please come to see us. Seeking care is never the wrong answer for any patient, but helping understand your options and understanding your symptoms can really help be more time efficient for you seeking care, and it can also help your treatment progress as well.

Host: And if someone is unsure where to go, what's the best first step?

Rachel Martin, BSN: A good first step is to pause, reevaluate your symptoms. You can always call your primary care physician if that's an option. We have a really fantastic nurse line, and that phone number can be found on our website across the header. That connects you with a healthcare professional that can evaluate your symptoms and the severity and direct you towards an area that could best fit your needs.

Host: How does choosing the right place for care best help patients and the healthcare system as a whole?

Rachel Martin, BSN: When patients come to the emergency department, they choose that avenue because they believe it to be the quickest or the fastest. When in reality, we take patients into the emergency department based on severity of symptoms. It's what we call triage. So, some of those patients who maybe don't have severe life-threatening or potential complications with their systems may wait a little bit longer in our department. However, if they can utilize our Physicians Care Express services, they can usually be seen and evaluated a lot more quickly and efficiently. So, it really benefits the patient and it benefits the health system by not overloading the ER.

Host: Rachel, what's one piece of advice or something you wish every patient knew when they're deciding where to go for care?

Rachel Martin, BSN: I really wish every, person knew that it's not wrong to seek care if something doesn't feel right. We're here for you. Both services with the ED and Physicians Care Express provide excellent care for patients. And if something is worrisome to you, you should be evaluated, but you have options available to you, and that's the 24-hour nurse line that we have that can help you evaluate your symptoms and severity.

Host: That's brilliant. So, let's say somebody didn't know about that hotline, so to speak, and they just showed up at the ER, but they really needed just the Physicians Express, could they just go into the emergency department and ask?

Rachel Martin, BSN: They can. They can come and ask. We're always happy to see them and we will see them if they stop in if they feel like they need to be seen, we won't direct their care somewhere else, because we're here to help them. But If they know about these ahead of time and the resources that are available to them, it will help them in the long run.

Host: Absolutely. So in closing, is there anything else you'd like people to know?

Rachel Martin, BSN: I would like everybody to know that, again, you're not wrong for seeking care if you feel like you need treatment. Knowing your options is really empowering for patients and we are happy to help.

Host: Thank you so much for sharing your expertise today. That was very informative and helpful.

Rachel Martin, BSN: You're welcome. Thanks for having me.

Host: Of course, again, that's RN Rachel Martin. To find out more, please call Memorial Health Systems free 24-hour nurse line at 844-474-6522. That's 844-474-6522 for expert guidance from a registered nurse anytime day or night, I'm Maggie McKay. And that wraps up this episode of A Podcast a Day with Memorial Health System. Visit mhsystem.org to learn more and connect with a provider and be sure to subscribe for more conversations from Memorial Health System.