In Their Own Words. Aetna Members Tell Their Stories

In Their Own Words Aetna Members Tell Their Stories

In Their Own Words Americans today want greater control over their own health and quality of life. At Aetna, we have developed a broad range of health care and related benefit programs that give our members information and tools they need to help take charge of their health care and lead healthier lives. The letters in this brochure demonstrate how we are making an important difference in our members lives. Developing new generations of products and services that deliver choice and value to our members is one of our top priorities. We take pride in the letters that follow. I hope you will read further to get a clear picture of what things are like inside the new Aetna. We not only have a record of reliability for 150 years, we will be at the forefront of coming changes in the health care system as we continue to help our members maintain their health and access the care they need. John W. Rowe, M.D. Aetna Chairman, President and CEO

Colorectal Screening Tests In 2001, Aetna mailed an estimated 1.6 million colorectal cancer-screening test kits to its HMO, QPOS and Medicare members over the age of 50. We have received many encouraging words from our customers, who appreciate this program. Many have expressed their gratitude for receiving this free test and, in some cases, believe it helped save their lives. Aetna also has made a $5 million commitment to the National Colorectal Cancer Research Alliance founded by Katie Couric to support research initiatives and outreach activities. I have just finished and mailed my colorectal test results. Last year I did the same and the results showed blood in my stool. I immediately followed my doctor s advice, had a sigmoidoscopy, and the results were two polyps in my colon. Within a week I had them removed, and they were not cancerous. I just wanted to say thank you for having me take the test. From a Pennsylvania Member Due to your stool test in 1996, it was discovered I had colon cancer. About 18 inches of my colon was removed. Because of early discovery, no other treatments were necessary. I now get a sigmoidoscopy every six months and a colonoscopy every two years. From a Pennsylvania Member I received your health care test and returned it as soon as possible. When Dr. P. received the results, he set up a colonoscopy and found a polyp. He removed it to have it checked, and it came back OK. He is going to recheck it this month. The doctor told me I was very lucky. Thanks to your test, I got a jump on the problem. So I say to you, thank you, and to your staff, keep up the good work. God bless. From a New Jersey Member

Women s Health Services Aetna consistently has dedicated resources to improving the quality of health care for women, including a maternity management program to help women through pregnancy. Aetna s women s health priorities include sending women ongoing reminders about prevention and early detection programs at appropriate times throughout their lives. Beginning at age 18, women HMO and QPOS members receive letters encouraging them to schedule gynecological exams and Pap smears 1.5 million of these reminders were sent out in 2001. Beginning at age 40, women HMO and QPOS members receive reminders to get mammograms 1.7 million reminders were sent out in 2001. Many customers have responded with letters thanking Aetna for the reminders and, in some cases, for saving lives. In 1997 Aetna made a $7 million commitment to the American Heart Association to educate women about heart attacks, strokes and other cardiovascular disease risks. A little over a year ago, I had found a lump on my breast, and a doctor had told me it was just a cyst, not to worry about it. After, I had gotten my Aetna U.S. Healthcare (reminder) you sent me for a mammogram because of my age. I made the appointment and through this routine test found out that the so-called cyst was cancer. I have since completed the surgeries and chemo and radiation treatments. The prognosis is very good. But, without the efficient people who work for Aetna U.S. Healthcare, I could be dying and not even know it. Thank you. From a Pennsylvania Member Thank you for your letter concerning my need for a mammogram with a referral attached. I applaud your efforts to encourage women to get this life-saving test. In fact, this letter and this referral caused me to get a mammogram. Fortunately, or unfortunately as you may look at it, this led to my subsequent diagnosis of cancer and lumpectomy/axillary dissection followed by a mastectomy/ reconstruction. So, you see, I understand. From a New Jersey Member This letter is long overdue. I have been covered by Aetna since 1997. During that time, I received a card in the mail from Aetna that was a referral for a mammogram. I did not have to go through my primary care physician, but I could schedule a mammogram at my convenience. At that time I was having some pain in my breast, so the timing was perfect. I scheduled my mammogram, and the doctor spotted a lump. This lump turned out to be cancerous. I was informed that this tumor was hormone-driven and very aggressive. I underwent immediate chemotherapy treatments. I credit Aetna with saving my life. It has been my intention to share this with you, but time has rolled on. I realize now that without your good intentions and that card that arrived in the mail, I would not have had this time. Because of you, my parents have their daughter, my daughter has her mother and my grandchildren have their nana. Thank you for my life. From a Pennsylvania Member

Disease Management Aetna s Healthy Outlook disease management programs identify HMO, QPOS and Medicare members with chronic diseases, including asthma, diabetes, heart failure and low-back pain; and helps them better manage their conditions and lead healthier lives. Encouraged to work closely with their doctors, members receive educational material, personalized assessments, access to case management nurses and self-monitoring equipment specific to their conditions. The literature and tape of Aetna s Healthy Outlook Program had much more value than what it was designed for when Houston had its recent flood disaster. For me, it was my fastest source of info for diabetes when the clinic and hospitals were dealing with disaster. The nurse phone number was a great assurance just knowing I could use it. Since September 11, Aetna needs to know how much of a national treasure this simple program can be during a tragedy. From a Texas Member When I was diagnosed with diabetes, I wondered what I did wrong to cause this. I tried to heal myself by exercise, diet, and telling myself I will conquer this and win. Carol (Aetna nurse) has educated me about my disease and how to effectively manage it with the help and support of your staff and my doctor. It took me a while to understand it, my diabetes was not going to go away. Denial was dangerous. I wanted you to know RN Carol establishes and maintains an atmosphere of pride and professionalism. She does not hesitate to provide assistance to those in need, and she encourages trust through genuine interest in professional problems. From a California Member

Aetna is Committed to Quality Care and Service One of Aetna s goals is to focus squarely on anticipating and exceeding customer expectations, and our customers definitely notice. Aetna representatives work to ease burdens on our members and facilitate their return to good health. The following examples illustrate the kind of work done by Aetna s case managers and other professionals. I am fortunate to be a survivor of the Sept. 11 attack. On that terrible day, I was trying to make my way to work when I became trapped in what is now known as Ground Zero. Without getting into a long description of all the horrors I experienced and witnessed, I was injured by falling debris as well as the resulting stampede of people trying to escape from the area. Consequently, I required medical assistance to first deal with my physical injuries and later the mental anguish I am still experiencing. Since I am unable to drive, I needed to change my PCP to one within walking distance of my home. To that effect I contacted your member information number and Regina (Aetna nurse) answered my call. After days of dealing with indescribable events, such as trying to locate missing friends and co-workers (and finding that one very dear friend had perished), Regina s cheerful and helpful attitude was like a drink of water in the desert. Obviously, I was not very coherent, but she immediately took charge of the situation and provided the information I needed. Regina s kindness, concern and encouragement is a memory I will always cherish. There were innumerable unnamed heroes that aided so many of us during our monstrous ordeal. From a New York Member

You may not be aware that one of our employees was a victim of violence while visiting Mexico City and, as a result, required evacuation to the U.S. for medical care. Aetna assigned the case to a Nurse Advocate (Nina), who, in my opinion, is a stellar example of a professional in her field. Nina worked tirelessly and above and beyond the call of duty coordinating the evacuation efforts among personnel not only from our company, but also our employee s relatives here in the States and in Mexico City; both the Washington, D.C., and California offices of (a) congresswoman; and, of course, the various departments in the Aetna organization. I am pleased to relate that, while it took over a week of wheedling, cajoling, prodding and pleading with various agencies and individuals in Mexico City, our employee has returned to the U.S. and is now in the good care of Riverside General Hospital in Riverside, Calif. To know that this kind of care and attention is available to those of us who are covered by Aetna is greatly comforting. From a California Employer My son works overnight. On September 9 while visiting in Ohio, he fell thirty-five feet into a ravine sustaining fractures to both feet, his dominant right hand, and his spine. He received excellent care at University Hospital in Cleveland for one month, was flown back to St. Louis to continue his recovery, and began rehabilitation therapy. I wish to express my appreciation to Aetna for the support you have provided my son. Throughout his ordeal you have allowed him to receive appropriate care and to focus his attention on getting well. His case manager has given outstanding service, assisting us through the maze of issues surrounding hospitalization, surgical specialists, transportation, home care, rehabilitation, and outpatient therapy. Aetna s promise to care for your customers in their time of need has been met through her efforts. From a Missouri Member Thank you so much for the excellent job you did coordinating services and evaluating and overseeing the care I received while I was in John Muir Medical Center following a very bad car accident. I really appreciate the care I received and the attention you paid to my case and the follow-up. I find John Muir Medical Center provided really great care for me. I have had what I feel to be a full recovery and have been able to return to work full time. Thanks so much. You deserve an award. From a California Member

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