Why can't telehealth handle medical emergencies?

Telehealth providers cannot perform life-saving interventions like CPR or defibrillation, administer emergency medications, conduct hands-on physical examinations, provide immediate diagnostic tests, or send emergency responders directly to your location. For emergencies, always call 911.

What is the difference between urgent and emergency situations?

Emergencies are life-threatening situations requiring immediate intervention like chest pain, difficulty breathing, or severe bleeding - call 911. Urgent situations need same-day attention but aren't immediately life-threatening, such as high fever or severe pain - telehealth may help with initial assessment but be prepared to go in-person if directed.

What should I do during a mental health crisis?

Call or text 988 (Suicide and Crisis Lifeline) for trained crisis counselors who can help you stay safe, create a safety plan, and connect you with local resources. For immediate danger, call 911. You can also text HOME to 741741 for Crisis Text Line support.

What should be included in a mental health safety plan?

A safety plan should include your personal warning signs that a crisis may be developing, coping strategies you can use on your own, people to contact including friends, family, and your therapist, professional resources like the nearest emergency room and 988 Lifeline, and steps to make your environment safer during vulnerable times.

How do I help someone else who is in crisis?

If someone is in immediate danger, call 911. For a mental health crisis, listen without judgment, ask directly if they're thinking about suicide, don't promise to keep it secret, help them connect with a crisis resource like 988, and stay with them or ensure someone does until they're safe.

Can I use telehealth after an emergency?

Yes, telehealth can play an important role in recovery after emergency stabilization. It's useful for follow-up appointments, medication management, ongoing therapy, and building a safety plan to prevent future crises. However, discuss with your providers whether telehealth alone is sufficient or if you need a higher level of care.

Emergency Situations & Telehealth Limits

If you are experiencing an emergency right now:

Medical emergency: Call 911 or go to your nearest emergency room
Mental health crisis: Call or text 988 (Suicide and Crisis Lifeline)
Crisis text line: Text HOME to 741741
International: Find your country's emergency numbers

Telehealth is not designed for emergencies. When in doubt, call 911.

Telehealth provides valuable access to healthcare, but it has critical limitations during emergencies. Understanding when to use telehealth and when to seek immediate in-person care could save your life or the life of someone you love.

Why Telehealth Cannot Handle Emergencies

During emergencies, telehealth providers cannot:

Perform life-saving interventions (CPR, defibrillation, etc.)
Administer emergency medications
Physically restrain someone who may hurt themselves
Conduct hands-on physical examinations
Provide immediate diagnostic tests
Guarantee real-time availability
Send emergency responders directly to your location

Even if you're in a video session when an emergency occurs, your provider will instruct you to hang up and call 911.

Medical Emergencies Requiring Immediate Care

Call 911 Immediately For:

Chest pain or pressure: Especially if it spreads to arm, jaw, or back
Difficulty breathing: Severe shortness of breath or choking
Signs of stroke (FAST):
- Face drooping
- Arm weakness
- Speech difficulty
- Time to call 911
Severe bleeding: That won't stop with pressure
Loss of consciousness: Fainting or unresponsiveness
Severe allergic reactions: Difficulty breathing, swelling of face/throat
Seizures: Especially if new or lasting more than 5 minutes
Severe burns: Large areas or affecting face/airways
Major trauma: Serious falls, car accidents, etc.
Overdose: Known or suspected drug overdose

Mental Health Emergencies

Seek Immediate Help For:

Active suicidal thoughts with a plan: Especially if you have access to means
Recent suicide attempt: Any attempt requires immediate evaluation
Thoughts of harming others: With intent or plan
Severe psychotic symptoms: Loss of touch with reality affecting safety
Severe intoxication: Especially with mental health symptoms
Extreme agitation: Unable to keep yourself or others safe
Self-harm requiring medical attention: Deep cuts, burns, etc.

Mental Health Crisis Resources

988 Suicide and Crisis Lifeline: Call or text 988 (US)
Crisis Text Line: Text HOME to 741741
Veterans Crisis Line: Call 988 then press 1
Trans Lifeline: 877-565-8860
Trevor Project (LGBTQ+ youth): 1-866-488-7386 or text START to 678-678
SAMHSA National Helpline: 1-800-662-4357

What to Expect When You Call 988

You'll be connected to a trained crisis counselor
They'll listen and help you stay safe
They can help you create a safety plan
They can connect you with local resources
If needed, they can coordinate emergency response

Urgent vs. Emergency: Understanding the Difference

Emergencies (Call 911)

Life-threatening situations requiring immediate intervention:

Immediate risk to life
Cannot wait for any appointment
Require hands-on medical care

Urgent Situations (Same-Day Care)

Need attention soon but not immediately life-threatening:

High fever with concerning symptoms
Severe pain
Worsening symptoms that concern you
Mental health symptoms that are difficult to manage

For urgent situations, you may use telehealth for initial assessment, but be prepared to go in-person if directed.

Non-Urgent (Routine Telehealth Appropriate)

Ongoing mental health care
Medication management
Follow-up appointments
Minor symptoms
General health questions

Creating a Safety Plan

If you're receiving mental health care through telehealth, work with your provider to create a safety plan that includes:

Warning Signs

Personal signs that a crisis may be developing (sleep changes, isolation, increased substance use, etc.)

Coping Strategies

Things you can do on your own to manage difficult moments

People to Contact

Friends or family who can help
Your therapist's contact information and after-hours protocol
Local crisis line numbers

Professional Resources

Nearest emergency room address
Crisis center contact
988 Lifeline

Making the Environment Safer

Steps to reduce access to means of self-harm during vulnerable times

What Your Telehealth Provider Should Have Told You

Reputable telehealth platforms and providers should clearly communicate:

That they do not provide emergency services
What to do in case of emergency (call 911)
Their response time limitations
Crisis resources and hotlines
After-hours protocols
Your local emergency room location

If your provider hasn't discussed emergency protocols, ask them to do so.

Helping Someone Else in Crisis

If Someone Is in Immediate Danger

Call 911 if there's immediate risk to life
Stay with the person if safe to do so
Remove any dangerous objects if possible
Speak calmly and reassuringly
Don't leave them alone until help arrives

If Someone Is Having a Mental Health Crisis

Listen without judgment
Ask directly: "Are you thinking about suicide?"
Don't promise to keep it secret
Help them connect with a crisis resource (988)
Stay with them or ensure someone does
Call 911 if you believe they're in immediate danger

After an Emergency: Continuing Care

After receiving emergency care, telehealth can play a role in recovery:

Follow-up appointments: Telehealth can provide convenient follow-up after stabilization
Medication management: Continuing psychiatric care through platforms like Cerebral or Brightside
Ongoing therapy: Through platforms like BetterHelp or Talkspace
Building a safety plan: Working with your telehealth provider to prevent future crises

However, if you've recently been in crisis, discuss with your providers whether telehealth alone is sufficient or if you need a higher level of care.

International Crisis Resources

If you're outside the United States:

International Association for Suicide Prevention: https://www.iasp.info/resources/Crisis_Centres/
UK: Samaritans 116 123
Canada: 988 (same as US)
Australia: Lifeline 13 11 14
EU: 112 for emergencies in all EU countries

Related Guides

Important Reminder

This guide provides general educational information about emergency limitations of telehealth. It is not a substitute for emergency services. If you or someone else is in danger, call 911 or your local emergency number immediately.

For mental health crises: Call or text 988 (US Suicide and Crisis Lifeline), text HOME to 741741 (Crisis Text Line), or go to your nearest emergency room.

Never delay seeking emergency care because you're waiting to hear back from a telehealth provider.