Aetna Member Story

Insights From A Care Manager:  The Power Of A Home Visit

I recently had a home visit with a member — a home visit at last!  Because of COVID-19, my role as a Community Health Worker (CHW) went from field-based and in person to working from home and talking to members by phone. I missed meeting with members and couldn’t wait to connect in person.

MEET ANNA

Anna* has multiple complex health issues. She recently had a double mastectomy and was recovering from COVID-19. She was with a different managed care plan, and when she re-enrolled with Aetna Better Health® of Illinois, her assigned PCP wasn’t taking new patients. Anna sees specialists in our network, but couldn’t find a new PCP. 

Anna and I met on her front porch - our visit lasted for three hours.  Anna told me her health care journey had been long, hard, and exhausting.  She shared that she sometimes feels no one really cares  about her health struggles.  She talked about her mother's battle with cancer and her grief after her mother passed.  i learned about her husband and family.

Anna said how good it felt to talk and be heard.  And I couldn't be more grateful to be back in the field.  The face-to-face experience can't be matched by phone or video.

I'm still working with Anna to find a PCP who's a good fit.  And I'll continue to follow up with her for as long as it takes.  i want to help Anna get positive health outcomes that improve her quality of life.