Overview | FAQ

What services are available to members through RelayHealth?

• Consult their doctor online with a webVisit^® — no appointment necessary
• Schedule an appointment for an office visit
• Request prescription renewals and refills
• Request lab and test results
• Request a referral
• Maintain a Personal Health Record and records for family members
• Access educational health care resources

Is there a charge for members to use this service?

There is no charge for RelayHealth convenience services, such as requesting an appointment, obtaining lab results or requesting a prescription refill.

A webVisit will be a covered benefit just as an office visit, and copays and deductibles will apply according to the specific plan design. See How will webVisits be covered? below for more.

Will these services be available to members of all Aetna plans in the target markets?

Coverage will be available to most fully insured members in California and Florida. Self-funded plan sponsors can choose whether or not to participate. Plan sponsors with mixed-funding arrangements (i.e., both fully insured and self-funded medical plans) can also choose whether or not to participate.

Are there any Aetna plans excluded from this offering?

At this time, online visit coverage will not be available to members of plans administered by Strategic Resource Company (SRC), which Aetna acquired in January 2005. Members of our Medicare plans are also not included in this initial launch. (Note: Chickering plan members will be able to participate in this service.)

How will Aetna members enroll and use these online services?

• A member must already have an established relationship with the doctor before online services can be used. The doctor must be registered as a participating provider in the RelayHealth physician network.
• View a demonstration of how a member can use this online capability at www.RelayHealth.com.

How will members know which doctors are participating in this service?

For the initial launch, members can learn more about this service and view lists of the participating doctors by navigating to the link under the heading "My Doctor Online" appearing in the right-hand column on DocFind.

When will covered webVisits and the other services be available?

The initial offering began May 3, 2006 for members and Aetna participating physicians in California and Florida. Aetna and RelayHealth are discussing future expansion of this offering and will provide more details as they become available.

How secure are online communications?

Unlike e-mail, which relies on multiple servers across the Internet, RelayHealth uses a single, centrally managed database for doctor-patient communications. These communications cannot be read en route, deleted, copied or altered. The RelayHealth service requires a sign-in identification and password, and can only be accessed by registered users. Patients using the service can view an audit trail detailing who has accessed their record. If, for example, the patient changes doctors, he also can terminate his online relationship with that doctor any time, which will prevent future access to any medical information communicated through RelayHealth.

Which doctors are using RelayHealth?

This launch will focus on primary care physicians, specifically, family practice, general medicine, internal medicine, pediatricians and OB/Gyns. We will evaluate this initial launch to determine the appropriateness of including specialists in the future.

Does Aetna plan to expand the launch to other states?

We believe online health care communications, properly structured for non-emergency conditions, hold great promise. We are discussing future expansion plans and will provide those details in the future.

Does Aetna anticipate reduced costs from this program?

We are interested in options that promote access to quality, cost-effective care and result in reduced medical costs. It is too early to determine the program’s impact on our costs, and we plan to watch the program as it evolves.

How will webVisits be covered?

The plan will cover the formal, structured online consultation for California or Florida members who use this service. A member's financial responsibility for a webVisit is the same as it is for an office visit. Any required copays or deductibles will be applied in the same manner they are applied for office visits. This includes plans that have HealthFunds when the fund limit is exhausted.

How will members pay for any applicable charges?

Members will be able to use their personal credit card or debit card to fulfill their financial responsibility for this service. More details about this are provided during the registration process.

How will claims payments be processed?

The American Medical Association established a unique procedure code (0074T) to identify online consultations. These claims will be handled as any other type of claims submitted to Aetna.

Do physicians contracted with RelayHealth pay a fee?

Doctors who contract with RelayHealth pay a monthly fee. Rates for medical groups also are available.

How do self-funded employers take part in the program?

Self-funded plan sponsors with employees in California and Florida can choose to participate by contacting their Aetna Account Executive.

Will self-funded plan sponsors pay for these services?

At this time, there is no charge for self-funded plan sponsors. This free, initial-launch period will end with further expansion of the product. Your Aetna Account Executive will provide details as they become available.

How does the E-prescribing work?

When a member registers to use the RelayHealth service, he/she can select a preferred pharmacy, including Aetna’s RX Home Delivery service, to which the doctor’s office should send prescriptions. If a pharmacy has not been selected, the prescription will be directed to the member with a one-time option to electronically route the specific prescription to a pharmacy of his choice. The patient cannot print or alter the prescription. Prescriptions are faxed to the selected pharmacy.

How do Aetna members benefit from these services?

Your employees who are Aetna members can benefit from greater access to their doctors, reduced waiting time for tests results, and faster routine communications such as appointment scheduling. In addition, by using online communications to interact with their doctor, members can avoid leaving work for an office visit. Online communications offers members the flexibility to contact their doctors’ office at any time of the day or night. Since doctors can send prescriptions and refills online, consumers also avoid additional trips to the pharmacy. In addition, members who use their RelayHealth Personal Health Record can work with their doctor to more actively manage their own care.

How do employers benefit from these services?

We believe that providing innovative technology solutions such as online, secure communications between patients and physicians benefits employers on several levels. This offering can mean improved employee productivity since employees are provided with an alternative to waiting on-hold or scheduling a time-consuming office visit to resolve appropriate, non-urgent health care needs. In addition, it can help increase employee satisfaction with their health care benefits. RelayHealth studies indicate that current users gave high marks to the convenience of online access to their doctors versus calling or traveling to their doctors’ offices.

How do doctors benefit from these services?

For many doctors, the ability to discuss non-emergency conditions online with their patients can save time and money. Doctors may find that online, structured communications help them determine key patient information quickly and decrease misinterpretations caused by language barriers. It also may provide a more accurate record. In addition, patients’ details about their conditions are gathered in an organized way and can free office staff and nurses from triaging information, resulting in a more efficient use of office staff. Office staff also can send online “reminders” to patients about regular health check-ups or upcoming appointments, rather than making a phone call or mailing a letter. Finally, online communications offer doctors the flexibility to respond to patients’ e-mail at any time of the night or day.