Getting care 24/7 in West Virginia

Know where to go

Learn where to go when you or your family needs care, no matter what time it is.

In an emergency, always call 911. Otherwise, you can call your primary care provider (PCP) or the 24-hour Nurse HelpLine— they can tell you where to go for your care needs.

Your primary care provider (PCP)

Your PCP is who you’ll visit for most of your healthcare needs. If you’re sick or hurt, call your PCP first. Someone from your PCP’s office should be able to help you even if you call after business hours. If it’s an emergency, always call 911.

Your PCP is listed on your member ID card and on your member profile.

They will:

Get to know you and your health history.
Give you medical advice.
Work with you to find specialists and medicines when needed.

If you haven’t visited your PCP before, call and make a new patient appointment as soon as you can. It’s a good idea to visit your PCP when you’re well, so they can better treat you when you aren’t.

You can change your PCP any time

To find a PCP in your plan, use our Find Care search tool.
If you want to change your PCP, use our Change PCP tool, or call the Customer Care Center at 800-782-0095 (TTY 711).

24-hour Nurse HelpLine

Health issues don’t always happen during normal hours. Our 24-hour Nurse HelpLine lets you speak with a nurse 24 hours a day, seven days a week — even on holidays. Our nurses can:

Answer questions about health concerns.

Set an appointment with your PCP or another doctor.

Find a provider, urgent care, or walk-in clinic after hours or on weekends.

Just call the helpline at 888-850-1108 (TTY 711).

Behavioral health

HELP4WV behavioral health resources

HELP4WV offers a 24/7 call, chat, and text line that provides immediate help for any West Virginian struggling with substance use disorder (SUD) or a behavioral health issue.

Suicide and Crisis Lifeline

There are people ready to help and support you if you’re having a behavioral health crisis. All you need to do is call the Suicide and Crisis Lifeline at 988.

If you could immediately harm yourself or others, please call 911.

West Virginia Kids Thrive Collaborative

WV Kids Thrive Collaborative is a no cost, voluntary, community-based support program for your child ages 3-21 with behavioral health needs. Your care coordinator will work with you to develop a support plan that makes sense for your child. Some community-based services to help your child and family include:

Specialized therapy
Non-medical transportation
Job development
Independent living skills building
Respite care
Psychological testing
A mobile response team
Peer parent support

Just call or text 844-435-7498 to find out about resources in your area or email kidsthrive@wv.gov for any questions about WV Kids Thrive Collaborative.

Urgent care

An urgent medical condition is when care is needed for a sudden illness, injury, or condition that is not an emergency but needs to be treated right away. Call your PCP if you think you need urgent care. Their number is listed on your online profile in the Sydney^SM Health app. Your PCP will tell you what to do

You may need urgent care if you have:

Minor burns
Earaches
A very sore throat
An injury from a fall
Frequent vomiting
A cut that’s deep enough to need stitches.
A fever over 101 degrees Fahrenheit.
Muscle sprains or strains

Emergency care

Are you unsure if you need to go to the emergency room (ER)? Any injury or illness that immediately threatens your life or seriously endangers your health needs to be treated by a first response team. Call 911 or go to the nearest hospital emergency room (ER) if you:

Have chest pains.
Have trouble breathing.
Are bleeding badly.
Are pregnant and have signs of harm to yourself or your baby like pain, bleeding, fever, or vomiting.
Feel like you might hurt yourself or someone else.

Note: This is not a total list of why you might need to go to the ER.