Aetna Member Story
A Holisitc Approach To Mental And Physical Health
John is an Aetna Better Health® of Illinois member who was diagnosed with schizophrenia and severe malnourishment-related conditions, John had been unhoused for five years and was frequently hospitalized due to his mental and physical health instability.
Resistant to mental health treatment, including medication management, John’s condition continued to deteriorate, leading to an extended hospital stay. To support him, his Aetna case manager (CM) conducted weekly outreach to build a trusting relationship and made a referral to Brave Health, where he engaged in an intake appointment. The CM also provided nutritional supplements, arranged transportation through ModivCare for medical visits, and offered education on his condition and medication options. Recognizing his resistance to treatment, the CM also made a connection with Collaborative Bridges, whose rep visited him in the hospital and helped establish a support system.
During John’s hospitalization, the CM worked closely with the hospital psychiatrist and social worker to advocate for a long-acting injectable (LAI) medication, which John received before discharge. The CM also coordinated with ACCESS Healthcare to ensure a follow-up outpatient appointment for continued LAI treatment. As a result, John is now living with his mother and engaging with his CM from Collaborative Bridges. He has attended a post-discharge appointment with his primary care provider and has a scheduled follow-up for his monthly injection, marking a significant step toward stability and improved health.
*Member name changed to protect privacy
