Aetna Member Story

Easier Breathing

Louis* is an Aetna Better Health® of Illinois members who was in the hospital due to an asthma exacerbation. When his parents spoke with the care manager, Terry*, they explained that the tubing for their son’s nebulizer was broken, and they needed a new machine. Terry reached out to the medical equipment provider to order a replacement, but the company required an order from the primary care provider (PCP) to initiate the process.



Terry made multiple calls to the member’s PCP office about the issue. After nearly a month of persistent follow ups, she received the required order and sent it to the medical supplier. Due to Terry’s efforts, Louis received a new nebulizer machine. Since then, he has not returned to the emergency department.reached out to see how she was doing.

*Member name changed to protect privacy