Aetna 2007 Annual Report Download - page 15

13
“I wanted Mr. Nichols to know that we were available
whenever he needed us, which is what I do for members
every day.”
— Jennifer Fisher, Aetna nurse case manager
James Nichols, Software Engineer
Tulsa, Oklahoma
When Aetna member James Nichols
was told he would need bowel resection
surgery to fi x a small perforation in his
colon, his thoughts turned to his father,
who died from a staph infection after
undergoing surgery to fi x a bleeding ulcer.
“I was in tremendous pain, but I was
really stewing over whether to have the
surgery or not,” said the 59-year-old
software engineer who was diagnosed with
diverticulitis. “I was really nervous because
of what happened to my father.”
It was only after speaking with Aetna nurse
case manager Jennifer Fisher that Nichols
felt at ease about the surgery.
“Jennifer called because she noticed I had
been diagnosed, and she asked if I had any
questions or if I just wanted to talk,” said
Nichols. “I told her about my dad, and she
helped me feel better about the surgery.
She told me about the side effects of the
disease and what I could do to be healthier
in the future.”
Fisher said she tries to help all of the
members assigned to her become more
independent so that they can take control
of their health care. “I don’t aim to fi x
their problems, just to make them easier
to deal with,” she said. “I wanted
Mr. Nichols to know that we were
available whenever he needed us, which
is what I do for members every day.”
During the weeks that led up to the
surgery, Nichols spoke with Fisher and
several other Aetna nurses about his
condition. “I had a bunch of questions
at the time, and they answered all of
them,” he said.
Nichols’ surgery was a success, and he
continued his conversations with Fisher
while recuperating. “I was pleasantly
surprised at how often the nurses called
and followed up,” he said.
Since the surgery, Nichols has made
adjustments to his diet and is taking fi ber
supplements, based on information provided
by the Aetna clinical staff. The avid fi sherman
and sailor also is hoping to start an exercise
plan soon, although he is still suffering from
some health complications and requires
another surgery. This time, however, he’s
not afraid.
“I’m happy that I had the fi rst surgery and
that I had Jennifer to talk to,” Nichols said.
“Now I know that it’s all going to work out,
and I have people who are supporting me.”