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Frequently Asked Questions (FAQs)

General information

How do I begin to use my new health plan?

First, we recommend you choose an in-network primary care doctor who may partner with you on your care. Your doctor and other healthcare providers in the network may refer you to specialists and hospitals in the Sutter Health | Aetna network.

Can I access my healthcare records online?

Yes, simply visit our secure member portal to access your records. Also, providers who practice at Sutter Health affiliated medical foundations offer patients access to My Health Online. This is an additional secure portal that allows you to schedule appointments, message clinicians, request prescriptions and refills, see lab and test results, and more.

Why should I choose a primary care doctor when I enroll?

We want you to view your doctor as the leader of your care team. That’s important because you should see your doctor not only when you’re sick, but also for your annual wellness exam, including preventive screenings. He or she can guide you on important health decisions, and coordinate your care across other specialties and facilities in your network.

What happens after I enroll?

You’ll receive your member welcome package along with your ID card. The package is full of tips on how to get the most from your Sutter Health | Aetna benefit plan.

Seeking care

How do I find providers who are part of my care team?

Just click here to find doctors in the Sutter Health | Aetna network

What if I’m in the middle of care or treatment with a doctor outside the Sutter Health | Aetna network?

You can work with your current doctor and request transition-of-care coverage. If we approve your request, you can stay with your current out-of-network doctor for a limited time at the highest benefit level.

However, transition-of-care coverage is for your current doctor only. It doesn’t cover healthcare facilities, durable medical equipment (DME) or prescription drugs. So you’ll need to use Sutter Health | Aetna network facilities, DME vendors and pharmacies while you’re in treatment with your current doctor. And before your grace period ends, we can help transfer you to a new doctor within the Sutter Health | Aetna network.

How can Sutter Health | Aetna help me cope with my chronic condition such as diabetes or high blood pressure?

Whether you’re at risk, were just diagnosed or are trying to get a condition under control, your care team can help.
They want to help you get the right treatment and the right level of care, at the right time. So, they may: 

  • Build a personalized care plan for you
  • Educate you about your condition
  • Monitor your progress and adjust your treatment plan
  • Check in with you to be sure you're following your care plan
  • Encourage you to be actively involved in your care and call if you have questions about your care plan
  • Offer resources to help you throughout your healthcare journey

What if I'm not at home and need care?

If your health or life is in serious danger, call 911 or go to the nearest hospital. Emergency and urgent care services are covered by your health plan.

Our Collaboration

We’re a healthcare company that brings together Sutter Health’s network of nationally recognized, high-quality doctors and hospitals with Aetna’s leading health plan expertise, cutting-edge data, analytics and health information technology, and shared care management capabilities. Together we bring a performance network†† to market with a goal to deliver a differentiated and personalized experience for members, designed to improve efficiency and lower the cost of care.

Great care, great value, always there for Northern Californians. 

Many of the hospitals and physician organizations in the Sutter Health network have been recognized for quality achievements from The Joint Commission, The Leapfrog Group®, Integrated Healthcare and APG††Performance network refers to a network of providers who are clinically integrated.

Sutter Health Aetna logo Sutter Health Aetna logo

Health benefit plans are administered by Sutter Health and Aetna Administrative Services LLC. Sutter Health | Aetna is the brand name used for products and services provided by Sutter Health and Aetna Administrative Services LLC. Sutter Health | Aetna is an affiliate of Sutter Health and its affiliates (Sutter) and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna, CVS Pharmacy, Inc. (which owns CVS® HealthHub® locations), and MinuteClinic, LLC (which either operates or provides certain management support services to MinuteClinic-branded walk-in clinics) are part of the CVS Health family of companies.

This material is for information only and is not an offer or invitation to contract. Health insurance plans contain exclusions and limitations. Not all health services are covered. See plan documents, consult with HR/Benefits Manager or call the member services number on the back of your ID card for details on benefits, exclusions, limitations and conditions of coverage. Providers are independent contractors and not our agents. Provider participation may change without notice. Sutter Health | Aetna does not provide care or guarantee access to health services. Plan features and availability are subject to change and may vary by location. Information is believed to be accurate as of the production date; however, it is subject to change.

Language Assistance can be provided by calling the number on your member ID Card. For additional language assistance: Español | 中文 | Tiếng Việt | 한국어 | Tagalog | Pусский | العربية | Kreyòl | Français | Polski | Português | Italiano | Deutsch | 日本語 | فارسی | Other Languages…