Resources
Healthcare literacy means being able to find, understand and use health information and services. The Council knows that better health starts with strong healthcare literacy and is committed to improving community health through education.
We have developed a host of materials to help you stay healthy and understand your
care options.
Download, use and share the following tools:
Questions and Answers
Below is a list of common questions. Click on the category or questions below to see the answer or use the search bar by clicking on the magnifying glass icon below.
Last updated: October 10, 2025.
Getting the right care starts with taking care of yourself every day. Keep up with your routine care like checkups, screenings and vaccines to help prevent problems before they start. It’s also smart to prepare for emergencies before they happen by knowing where to go and who to call if you need help.
The Healthcare Literacy Council is here to help you feel confident about your healthcare decisions. We want to empower you to choose the care that serves you best, whether it’s finding the right doctor’s office, using an urgent care clinic or knowing when to go to the emergency room.
The Healthcare Literacy Council is leading a public education campaign to help you utilize better use of your healthcare, avoid unnecessary emergency room visits and provide the care you need more affordably and effectively.
View these resources to become more confident, informed healthcare consumers.
Where to go for care depends on how sick or hurt you are.
If you believe you are experiencing a life-threatening emergency, call 911 or go to the nearest emergency room right away.
If your life is not in danger, consider other care options that may be faster and cost less. Start by calling your health insurance company’s advice nurse any time, day or night. They can help you figure out what to do and where to go based on how you feel. Kaiser Permanente members can call the advice nurse line at 866-454-8855. Contra Costa Health Plan members and county residents without insurance can call the free advice nurse line at 877-661-6230. People with other health insurance companies should check their company’s website for advice nurse options.
Still not sure where to go? Use the Right Care Tool to help you decide.
A life-threatening emergency is when your life is in immediate danger and you need help right away. This is when you should call 911 or go to the emergency room.
A non-life-threatening health issue is when your life is not in immediate danger. You may still need care, but you can often go to more convenient and affordable options like urgent care clinics or your doctor’s office. In most cases, it makes sense to call your insurance plan’s advice nurse for direction on the best care option for you.
Call 911 if you believe you are experiencing a life-threatening emergency and need care right away. First responders and paramedics will come to you and help you on the way to the hospital.
In Contra Costa County, about 35% of ambulances are called for non-life-threatening health issues. Even with insurance, these rides can be costly and arriving by ambulance doesn’t ensure you will be treated faster. At the emergency room, patients are treated based on how serious their condition is.
Calling 911 for non-life-threatening health issues also takes resources away from people who need emergency care in the ambulance on the way to the emergency room. To help yourself and others, call 911 only when you believe you’re experiencing a life-threatening emergency.
Still not sure where to go? Use the Right Care Tool to help you decide.
Emergency rooms are for life-threatening emergencies that need care right away. If you believe you or a loved one is experiencing a life-threatening emergency, call 911 or go to the nearest emergency room.
Going to the emergency room for non-life-threatening health issues can mean long wait times and higher medical bills than other care options. It can also delay care for people who need immediate care. To help yourself and others, use the emergency room only when you believe you’re experiencing a life-threatening emergency.
Still not sure where to go? Use the Right Care Tool to help you decide.
If you or someone you know is experiencing a mental or behavioral health emergency, call the A3 Miles Hall Crisis Call Center at 844-844-5544, available 24/7. Trained staff will listen, assess the situation and either help you over the phone or send an in-person care team, free of charge.
You can also call 211 for local crisis support. If you or someone else is thinking about harming themselves or in emotional distress, call 988, the national Suicide & Crisis Lifeline.
Arriving by ambulance doesn’t guarantee that you will be treated faster. When you get to the emergency room, staff check how sick or hurt you are. People are treated based on how serious their health issue is, not on how or when they arrived.
If your life is in immediate danger, you will be treated right away. If you are not experiencing a life-threatening emergency, you may have to wait while more serious cases are helped.
Still not sure where to go? Use the Right Care Tool to help you decide.
If you need care right away but don’t believe you are experiencing a life-threatening emergency, an urgent care clinic may be a better option. These clinics treat common illnesses and minor injuries when your doctor’s office isn’t available.
Urgent care clinics often have evening and weekend hours. They usually have shorter wait times and lower costs than emergency rooms. Depending on your insurance, urgent care may cost less than the emergency room.
Still not sure where to go? Use the Right Care Tool to help you decide.
It’s a good idea to visit your doctor regularly, even when you feel well. These visits help catch health problems early and keep you on track with checkups, screenings and vaccines.
You should also make an appointment if you aren’t feeling better or feel worse after a few days and when over-the-counter remedies aren’t working. Your doctor knows your health history and can provide the care that fits your needs. Doctor office visits may be scheduled for a later date, but when you arrive, the waiting time is usually shorter than in the emergency room.
Still not sure where to go? Use the Right Care Tool to help you decide.
In most non-life-threatening cases, contacting your health insurance company’s advice nurse is the best first step to getting the right care, the right way. Typically staffed 24/7 by a registered nurse, an advice nurse will ask you about how you are feeling and will offer care advice. You can call with specific medical questions or for help choosing the type of care you need and where to get it.
Kaiser Permanente members can call the advice nurse line at 866-454-8855. Contra Costa Health Plan members and county residents without insurance can call the free advice nurse line at 877-661-6230. People with other health insurance companies should check their health provider’s website for advice nurse options.
Still not sure where to go? Use the Right Care Tool to help you decide.
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