Our Pandemic Preparations: Communications
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Communicating with employees, members, plan sponsors, providers and other key constituents:
- We believe that communicating with you, our employees and others who rely on Aetna about our pandemic planning and response is essential. Since the fall of 2005 we've been providing educational information about the potential for pandemic flu and updates on our readiness activities. Aetna is committed to continue sharing information with all of our constituents in a pandemic.
- If a pandemic begins to have significant impact, Aetna will communicate with you and your employees about any changes to our processes or policy modifications as quickly and efficiently as possible. For example, during the H1N1 pandemic Aetna communicated to our members through our website, e-mails, press releases, an online course and an educational video on preventiving infection. We also gave plan sponsors information they could share with their employees, and told providers about our coverage policy changes.
- Our telephone lines will be open during normal operating hours. Our member services teams will be available with the most up-to-date information available. Our nurses and behavioral health experts can counsel members who may be experiencing anxiety or need special assistance during the crisis. Additionally, we will work with the Association of Health Insurance Plans to help ensure consistency of information, as we did for Hurricane Katrina, which may include the establishment of an industry hotline to direct members who have lost contact information for their insurers.