Making connections  - Transcript

Shirley Smith, Medicare Advantage Member :

I’ve been an Aetna Medicare Advantage member for about six years. It’s been great for me.

What I like about the Aetna Medicare Advantage plan is – first of all, the cost is reasonable, I’m able to get the prescriptions that I need; I’m able to have the same doctors that I’ve always had; and it just works very well for me.

When I think of Aetna, I think of a safety blanket; and the comfort of knowing that I have what I need, and I can get it when I need it. They make promises, and they do their very best to keep them.

A little over a year ago I was diagnosed with breast cancer. I’m currently on medication but I’m doing quite well, and the care I’ve gotten has been very good.

Aetna’s care management program works very, very well. My nurse case manager just makes everything great for me. When I get off the phone with her, I feel like a new day. She just makes me feel great. It’s the first time I’ve ever had an insurance company such as Aetna provide someone to navigate me through the whole care system and make me feel as though they care about me.

I don’t see where anything else would be better. All the plans do what they do, but none does it as well as Aetna.

Aetna 2009 Annual Report - creating value, shaping the future Who We Help Section What We Do Title

The approximately 2.5 million members who are in one of Aetna’s disease management or case management programs understand the value we provide in helping them navigate their many health care needs. We offer care management programs to members with medical and other needs, and provide assistance to overcome barriers to optimal health – everything from heart conditions and diabetes to obesity and depression. And we back up our programs with technology and tools to ensure we help our members achieve the best health outcomes possible.

One of our greatest impacts, however, comes from our clinical team – a staff of more than 3,800 doctors, nurses, social workers and other health care professionals – who work directly with our members.

Acting as advocates, our clinical staff understands that members such as Shirley Smith need individual attention for their health care needs. They look at an individual member’s unique situation, make connections, integrate benefits, and educate to help members improve their health and manage their conditions going forward.

Our clinical team’s primary goal is to get members engaged in their health care so they can live more healthful lives. But in so doing, they build personal relationships with members. They listen; offer education, advice and comfort; and celebrate milestones that go beyond providing health care consulting – they develop into friendships.

And what could be better than having a friend in your corner when you really need one?

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