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53 essential information surrounding long-term conditions , such as cancer , or if they are in the final stages of life . Patel explains that having a dedicated person that patients can speak to inhouse at Aetna International is therefore essential in enabling the ability for difficult conversations to be had in place of a medical professional who may remain reluctant to discuss .
“ It starts with the basics : trying to find out what they ’ ve heard about their condition and what the doctors have told them and sourcing ways in which to help . Giving people time is important once that conversation is had . After a couple of days to reflect , we will then call back to see how they ’ re feeling and if they ’ ve got any questions ,” he explains .
“ Often , customers don ’ t want to hear this kind of news from an insurance company because that should be the doctor ’ s role . However , we ’ ve often found that once members have got over the initial shock , they are very appreciative . Once they know what ’ s happening , they can then plan the rest of their lives .”
Through its pre-authorisation process , the insurer also works to help identify
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