Want more support — without leaving the comfort of your couch? You can meet with a health professional via a telehealth appointment.

Instead of going to a doctor’s office, telehealth uses two-way video on your computer, tablet or smartphone. You and your health care doctor can talk and see each other even though you are in two different places.

Telehealth appointments are best for:

• Follow-up visits after you’ve already seen your doctor
• An exam of easy-to-see areas like your eyes or skin
• Counseling and other mental health services

So when should you use telehealth? Use it for common health concerns such as:

• Allergies or sinus problems
• Cold and flu symptoms
• Prescription refills
• Skin rashes
• Mental and behavioral health

Ready to book an appointment?

Here are three steps to get you set up for a successful telehealth visit.

1. Confirm that telehealth visits are covered for the services you need. To do this, visit AetnaMedicare.com/Login to log in to your secure member website. Then go to your Explanation of Coverage (EOC). Telehealth is discussed in Chapter 4, Section 2.
2. Call to ask your provider if they offer telehealth services.
3. If your provider does offer telehealth, make an appointment and be sure to say that it’s a “telehealth visit.” The costs will be the same as an in-person visit. You can also find the costs in your EOC.

Question of the month: How can I prepare for a telehealth visit?

Answer: To make the most of your telehealth visit, do a little prep work ahead of your call.

Gather your thoughts

Prior to your visit, jot down your symptoms, including details such as when they started and how often they occur. Also write down any questions or concerns you want to talk about with your doctor so that you don’t forget. And if possible, have your key numbers handy. This might include your weight, temperature (if you have a fever), blood pressure or blood sugar levels.

Tip: Keep a pen and extra paper with you in case you want to write down any notes during the visit.

Need a nurse?

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

Call a nurse

Get comfortable with the tech

Some doctors will have their own virtual care software built into their patient portal. Others will ask you to use video chat services such as FaceTime™, Skype™, Google Meet™ or Zoom™.

Whatever the tool, make sure you have it on your device [before your call]. A smartphone will work just fine. But the bigger screens on a computer, laptop or tablet might be easier to use.

Next, test the chat tool to be sure you know how to use the camera feature. The reason: Your doctor may ask you to zoom in on a body part to look at something like a rash or injury.

Not feeling confident with the technology? Call your doctor’s office to see if someone at the front desk can walk you through it. Or ask a trusted family member or caregiver to help you during the appointment. Just be sure to let the doctor know that they’re there.

Set the stage

Set yourself up in a quiet room with good lighting where you can talk privately. The light source should be behind the camera so your doctor can see you clearly. Test your speaker volume to make sure you will be able to hear your doctor and they can hear you.

Please note that home or telehealth visits don’t replace your relationship with your primary care physician. Instead, they coordinate with your primary care physician to manage your care. They can also inform you about health programs and services you may need.

Have a health question that can’t wait for your next checkup? Call the 24/7 nurse line at 1-800-556-1555 (TTY: 711) to speak with a registered nurse. If you need urgent or emergency care, call 911 and/or your doctor immediately or go to your closest emergency room.

Aetna is a recipient of the Newsweek Best Customer Service Award for 2023.

For language services, please call the number on your member ID card and request an operator. For other language services: Español | 中⽂ | Tiếng Việt | 한국어 | Tagalog | Pусский | ةيبرعلا| | Kreyòl | Français | Polski | Português | Italiano | Deutsch | ⽇本語 | فارسی | Other languages…

See Evidence of Coverage for a complete description of plan benefits, exclusions, limitations and conditions of coverage. Plan features and availability may vary by service area. Participating physicians, hospitals and other health care providers are independent contractors and are neither agents nor employees of Aetna. The availability of any particular provider cannot be guaranteed, and provider network composition is subject to change.

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