Urgent care utilization patterns in Switzerland: a population-based cross-sectional study

In Switzerland, people with urgent but non–life-threatening symptoms can access care through several settings, including general practitioners (GPs), emergency departments (EDs), walk-in clinics, specialist practices, telemedicine, and pharmacies. Understanding what drives these choices is essential to improve care coordination and avoid unnecessary emergency use. This study examined demographic, socioeconomic, and access-related factors associated with urgent care pathways, with particular attention to the role of GPs. We conducted a cross-sectional, population-based online survey of adults living in Switzerland. Respondents reported the care setting used for their most recent urgent health problem. The primary outcome was the chosen setting: GP, walk-in clinic, ED, or specialist practice. Predictors included sociodemographic characteristics, insurance deductible, perceived access barriers, and having a regular GP. Multinomial logistic regression estimated adjusted odds ratios (ORs) with 95% confidence intervals (CIs). Sensitivity analyses included LASSO variable selection and bivariate analyses. Among 1,239 respondents, most sought urgent care (54%, n = 667) in the previous 12 months. From these, 50.7% (95% CI: 46.9–54.5%, n = 338) sought care from a GP followed by EDs, specialists, and walk-in clinics. Lack of a regular GP was strongly associated with seeking care outside primary care, particularly at walk-in clinics (OR 17.7, 95% CI 5.5–56.8) and specialist practices (OR 4.2, 95% CI 1.3–14.3). Higher household income was associated with greater ED use. Reported geographical barriers to emergency care were associated with increased use of walk-in clinics (OR 2.81, 95% CI 1.25–6.33). Most participants consulted their GP before seeking urgent care, often in combination with other contacts, highlighting the GP’s advisory role. Having a regular GP is a key factor in how people in Switzerland choose urgent care. Those without one are far more likely to turn to walk-in clinics, specialists, or the ED. Income and access barriers also shape these choices. Strengthening stable GP relationships may help guide patients more effectively and reduce avoidable emergency use.