Aetna Member Story

Aetna Helps Family Navigate An Adolescent Behavioral Health Crisis

Matthew is an adolescent Aetna Better Health® of Illinois member who has severe behavioral needs, resulting in him being violent and aggressive in the home. Matthew had been placed in a residential house. However, he was sent back to his family home when there was no availability at a higher-level of care facility.

He was at home for seven months during which he, and his family, struggled immensely. During this period, Matthew caused significant damage to the house, caused his parents to miss time from work and spent multiple days in the hospital. His parents tried to get an inpatient hospital placement but could not find a facility that they felt could handle his level of aggression.

Matthew’s parents were connected to Ben, an Aetna behavioral health care manager. Ben worked tirelessly to coordinate with all stakeholders

(school district, county-level behavioral health support, post-adoption services, the Family Support Program and the Illinois Department of

Children and Family Services) in Matthew’s care to ensure there was a plan and that all stakeholders carried out their roles.

After working closely with these stakeholders and Matthew’s family, Ben was able to secure a placement at a residential facility that could

address Matthew’s needs. Matthew is now safe in the residential facility and his family is safe at home as well. He now has a chance to get the

intensive help that he needs and has the possibility to shape his future in a positive way. His parents say Ben was empathetic, focused and never gave up on helping them, stating, “Ben and his team literally saved our family.”