Aetna Member Story
A Life-Saving Call For Michelle
ICM received an urgent report from a HUB ACM that during an outreach call, Michelle* - who had no prior behavioral health history but a record of uncontrolled type 1 diabetes - sounded incoherent and was unable to provide her location. Michelle also had no stable address on file due to ongoing housing insecurity.
The team needed to identify Michelle’s location immediately and send emergency services to ensure her safety.
The ICM team sprang into action. Gina attempted to call Michelle back without success, while Froilan searched the member file for any prior addresses. Simultaneously, Gina contacted Michelle’s emergency contact and Latoya continued active outreach. Latoya successfully reached Michelle and confirmed her address, conferencing in Gina to stay on the line. As Michelle’s condition was deteriorating, Froilan contacted EMS while Latoya and Gina kept her calm until help arrived.
EMS transported Michelle to the ER, where she was treated for diabetic ketoacidosis - a life-threatening emergency. The following day, Latoya re-established case management with Michelle, who expressed deep gratitude and agreed to work on managing her diabetes. Michelle later said, “Latoya and her team saved my life.”
*Member name changed to protect privacy
