Aetna Member Story

A Team Effort To Answer A Crisis Call

When Lindsay* told Aetna Better Health® of Illinois care manager Nema she was having thoughts about dying, there was no time to waste. Nema immediately dialed 988, the Suicide and Crisis Lifeline, where a counselor got on a three-way call with Lindsay. Nema also used internal communication to contact her manager and the behavioral health team.

During the call with the 988 counselors, Lindsey said she hadn’t taken any action to hurt herself and didn’t want to go to the emergency room. She expressed that she had been having thoughts that she would be better off dead. Our behavioral health team was supporting Nema and her manager during this time to provide input and ensure Lindsay’s safety and well-being. Lindsay was asked to identify a support person she could call if she had similar thoughts in the future and was educated on coping skills she could use if the thoughts returned. If her support person wasn’t available, she was encouraged to call 988 as an immediate source of help.

When the team determined that there were no behavioral health providers in Lindsay’s community, she was connected with the “My Own Doctor” referral line.

Lindsay was grateful for the support and the referral for additional services. Nema made sure that Lindsay’s support person was close by for the rest of the day. She also scheduled a phone appointment between Lindsay and the crisis counselor the following day. Finally, Nema scheduled a follow-up call with Lindsey to make sure her behavioral health appointment was scheduled.

The team involved in Lindsay’s care showed professionalism, empathy and support for Lindsay and for one another.