In today’s world, meaningful access to health care goes beyond simply having health care benefits. Access means being able to get health care information, conveniently and instantly – at home, in the doctor’s office and around the world. With this in mind, we are continually developing technologies for members such as Wendy Tucker. Like many others, Wendy needed to access her husband Marco’s health care information at times that were convenient for her, so she could focus her attention on her husband and his recovery.

Expanding our reach to meet members’ needs

Providing members with information when and where they need it is important. And, giving them easy ways to access information and get answers is critical in providing an excellent customer service experience.

To that end, we launched Aetna Mobile to give members instant access to their health information. From their mobile phones and devices, many members can check their claims, search for physicians, price prescriptions and review personal health records.

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We also introduced “Ann,” a virtual assistant that helps members with questions on the Aetna Navigator® secure member website. Ann, who currently chats with more than 25,000 members every day, is programmed to understand the intent of the member’s question, and provide an immediate written and spoken response in friendly terms to create a personal and interactive experience.

And, Aetna Student Health created online communities through Facebook®, YouTube® and Twitter® networking sites to bring health and wellness information to college students. A free mobile app also enables students to track calories, and download daily fitness and nutrition tips directly to their smart phones.

As we look beyond health care reform and bring our knowledge to other countries around the world, it is imperative that we meet our members’ needs. Our resources are engaging members in making well-informed health care decisions. We also are helping to improve interactions with physicians and connecting health care for members in ways that help make health care delivery more convenient.