Help when you need it most
See how one member found support through life's most challenging moments.
A hospital stay. Recovering after an illness or injury. Health uncertainties. These moments can feel overwhelming, with questions about what comes next. For one member, Jerry*, support showed up when he needed it most. As he cared for his wife and managed his own health, his case manager, Joan*, was there — helping him understand his benefits and connect to the care and resources that made things easier. Read their story to see how Aetna® can support you, too.
When the caregiver needs support, too
It began when Jerry became a caregiver for his wife, Dora*, who was living with advanced Alzheimer’s disease (a form of dementia.) He wanted to care for her at home, but it was tough to manage on his own. She sometimes wandered or became confused. Jerry found himself constantly worrying.
At the same time, Jerry was facing his own health concern — a worrying spot on his lung. While he waited for more answers from his provider, his stress grew: What would happen to his wife if he couldn’t care for her?
"Sure it upset me. But mostly I was worried about Dora," says Jerry. "I mean, if something happens to me, who’s going to take care of her?" Mary*, Jerry's daughter, worried about both of her parents.
"Dad’s been determined to keep mom at home, but it can be difficult," says Mary. "She leaves the house on her own, turns on the stove – things that are just unsafe. I do what I can to support him, but I have kids and work full time."
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That's when Joan, their Aetna care manager, became a more important part of the family's support team. Joan took the time to listen to Jerry and understand everything he was managing. Then she got to work connecting him with resources to make daily care at home safer and less stressful.
"I did a lot of listening, a lot of reassuring, and helped Jerry see that there were ways to get through all of this," says Joan. "We got him caregiver education, helped him with community resources, and because he’s a vet, I researched programs available to him through the VA."
Joan also helped Jerry enroll his wife in a program for in-home services for the elderly. These programs include a personal aide to help them in their home, which can include support with daily tasks like bathing, dressing and meal preparation. It gave Jerry a little more time to focus on the things that help his own well-being. "I got to spend some more time with my grandkids," says Jerry.
Regaining confidence, one step at a time
In the coming months, Jerry learned the spot on his lung was benign — a welcome relief. But now he was struggling with another health issue: a series of gastrointestinal (GI) bleeds that caused intense abdominal pain. When his GI symptoms flared, Jerry called Joan for guidance.
During their conversations, Joan gave Jerry advice on following his providers' orders about diet and lifestyle habits. When Jerry had trouble connecting with his specialists, Joan picked up the phone and made calls to help him book needed appointments or find a new network provider. And when Jerry's symptoms got bad, Joan helped him decide if it was time to go to the hospital.
"He was pretty proactive" about his health, says Joan. "The main thing he needed was somebody to support him and follow up with him, because he couldn't really count on his wife to do that. He needed reassurance that he had done the right thing."
Referrals to local services
As an Aetna member, you have access to the Resources For Living© program. This program helps you find local services to manage your needs or those of a loved one. The caring consultant can help you connect with:
Food and meal services
Caregiver consultant and support
Senior living options
Community transportation
There's no additional cost to use Resources For Living — you only pay for the costs (if any) of services you use. To learn more, visit AetnaMedicare.com/RFL or call Aetna Member Services at 1-833-570-6670 (TTY: 711) 8 AM–8 PM, 7 days a week. You can also visit your Aetna website, secure member website, FAQs, online forms and other self-service tools if you prefer.
Support across every moment
As Jerry cared for his wife and managed his own health needs over the months, things often felt uncertain. Joan was a source of steady support. She listened, answered his questions and guided him when things felt overwhelming.
Joan connected Jerry to care, benefits and local resources, making it easier to get help.
With her support, things felt more manageable. "When dad first started talking with Joan, he was really discouraged," says Mary, Jerry's daughter. "Now he’s a different person."
For his part, Jerry was grateful for the support Joan provided for both him and Dora. Instead of feeling alone, he felt supported and more confident in his caregiving. He credits Joan for being able to focus more on his wife’s care and less on navigating his health plan.
"She’s been my absolute angel through it all," says Jerry of Joan. "I know I can always rely on her, and that means a lot."
*Story is inspired by actual member experience and highlights how Aetna coverage and care teams support members.
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 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. This material is for informational purposes only and is not medical advice. Health information programs provide general health information and are not a substitute for diagnosis or treatment by a physician or other health care professional. Contact a health care professional with any questions or concerns about specific health care needs. Providers are independent contractors and are not agents of Aetna. Provider participation may change without notice. Aetna is not a provider of health care services and, therefore, cannot guarantee any results or outcomes. The availability of any particular provider cannot be guaranteed and is subject to change. Information is believed to be accurate as of the production date; however, it is subject to change. For more information about Aetna plans, refer to our website.
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