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Transcript: A Member’s Experience with an Aetna Clinician


Harold Hargrave – Aetna Member

I credit Kristin for me being as happy as I am today.

Kristin Szetela, RN – Clinical Nurse Supervisor, Aetna

One of the reasons I love being an In Touch Care Nurse is that we take care of all our members, with the same member-centric, holistic viewpoint that comes with the In Touch Care Program.

Harold

When I got that cancer she gave me confidence to succeed, to get through this. She got me over the hump.

Kristen

Hi Harold. What medication do you want to start with?

Harold

She helped me with the medicines and explained exactly what they’re going to do, how they’re going to work.

Kristen

Are you having any trouble getting it from your pharmacy?

Harold

What makes this relationship valuable, is because it was someone who honestly cared. In an early age, I was introduced to physical fitness. If you keep your body healthy and strong, you keep your spirit healthy and strong. Martha and I we’re gym rats, we met in the gym and we never left the gym. Martha would always say, “Babe, you can do this” and pairing off with Kristin …

Kristen

So what do you think we might be able to work towards…

Harold

Yes, its going to be done – you can defeat this. So the two of them, it was like being in the ring with Ali – the left and the right, the left and the right – you know.

Martha Hargrave – Aetna member

She has spoke with him clearly, honestly, she didn’t hold back. All those elements make him trust her.

Kristen

Getting back to the gym, that’s a terrific goal and you really created it yourself.

Harold

She’s one of my best friends. You have your health insurance with a company that cares and that’s what they proved to me.

Kristen

You’re able to figure out what really motivates the member and then helping them meet their goals, it’s very satisfying.

Harold

I’m back in the gym. My outlook now is rosy. I really appreciate life.

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