Your guide to getting care from home

Your guide to getting care from home

Learn how to schedule Healthy Home Visits, use our 24/7 Nurse Line and make the most of telehealth.

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You don’t have to leave the warm, cozy comfort of home to talk to someone about your physical symptoms or mental health. Many Aetna® members are eligible for services that help you take care of your well-being without making a trip to the doctor’s office. Below, learn three convenient ways your plan can help you get the care you need from home.

1. Healthy Home Visits — in person or virtually

This no-extra-cost at-home checkup is a chance to meet with a licensed health care provider to talk about the health services and programs you may need. You can invite one of our trusted licensed health care providers over for a private visit — or connect with them online (via telehealth) instead. During the visit, the provider may:

  • Go over your medications
  • Screen you for certain health problems
  • Share details about your health plan and benefits
  • Answer your health questions
  • Provide tips for home safety
  • Talk about cold, flu and COVID-19 prevention 

A Healthy Home Visit doesn’t replace your relationship with your primary care provider (PCP). Instead, the clinician will share the details of the visit with your PCP to help them create the right care plan for you.

To learn more about Healthy Home Visits, call Member Services at 1-833-570-6670 (TTY: 711) between 8 AM and 8 PM local time, 7 days a week.

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Have you visited your plan web page?

It has details about your personal coverage and how to make the most of your plan. You can find the website on your Aetna Member ID card.

Need to find an in-network provider?  

Visit or call Member Services at 1-833-570-6670 (TTY: 711) between 8 AM and 8 PM, 7 days a week.

2. 24/7 Nurse Line

When you need a quick answer to a health question, a registered nurse is available by phone to Aetna Medicare Advantage members 24 hours a day, 7 days a week. Our staff nurses can help with:

  • Deciding whether to visit a doctor or urgent care center
  • Understanding your symptoms
  • Managing chronic conditions
  • Learning about treatment options and medical procedures

To speak with a registered nurse, call our 24/7 Nurse Line at 1-800-556-1555 (TTY: 711). If it’s an emergency, dial 911.

3. Telehealth

Virtual appointments can be a valuable tool for getting and staying well. With your Aetna® benefits, you can often meet with a health professional via a telehealth appointment. Ask your provider if a telehealth visit is an option.

Telehealth uses two-way video on your computer, tablet or smartphone. You and your provider can talk and see each other even though you are in two different places. 

Telehealth appointments are best for:  

  • Follow-up visits with your doctor 
  • An exam of easy-to-see areas like your eyes or skin
  • Common health concerns such as allergies, cold and flu symptoms and prescription drug refills
  • Counseling and other mental health services   

To confirm that telehealth is covered by your plan and available with your doctor, call your provider or go to your plan web page by typing in the URL or using your smartphone or tablet camera to scan the QR code found on your member ID card. There you can view your Evidence of Coverage (EOC). Telehealth is discussed in Chapter 4, Section 2. When you make an appointment, be sure to say that it’s a telehealth visit. The costs will be the same as an in-person visit.

Outsmart flu season

Winter is a good time to get up to date on preventive vaccines, like your annual flu shot, shingles vaccine and COVID-19 vaccine or booster. Check with your primary care provider on when you should receive a flu shot and other vaccines. Or call Member Services at 1-833-570-6670 (TTY: 711) between 8 AM and 8 PM local time, 7 days a week. 

Question of the month

Question: “I need to see a doctor in person, but the office is closed. Should I go to a retail clinic, urgent care or the ER?”

Answer: Each one — retail clinics, urgent care centers and emergency rooms — offers a different level of care and expertise. Understanding the differences in services can help you make the best decision. Here’s a simple overview of where to go and when. 

Retail clinics

If you have a cold, sore throat or sprained elbow, a retail clinic might be the most convenient and affordable alternative to a doctor’s visit. These are usually staffed by nurse practitioners and physician assistants. They can treat minor injuries, diagnose common ailments, give immunizations (such as the flu shot, shingles vaccine and COVID-19 vaccine), and prescribe or refill medications.

Urgent care centers 

Urgent care centers offer treatment for non-life-threatening injuries or illnesses when your primary care provider’s offices are closed or you can’t get an appointment. They may have X-ray machines and can treat broken bones. You can also go to an urgent care center for symptoms like nausea, vomiting, diarrhea, rashes or fever.

Emergency rooms

Emergency rooms offer 24/7 care. The staff there can treat severe, life-threatening injuries and health issues. They can handle symptoms like chest pain, difficulty breathing, sudden changes in mental ability, slurred speech, uncontrollable bleeding, head injuries, sudden loss of vision, seizures and more.

If you are experiencing more severe symptoms, such as sudden numbness or difficulty with breathing or vision, call 911.

Your plan web page is waiting

To check your coverage and benefit costs, register for access to your personal plan web page. Register now.

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