Denied By AETNA

CVS Health

Medical Necessity Denial

AETNA Appeal Ref# 221027033743

Timeline

November 04, 2022

AETNA CVS Health denies my wife’s surgery.

November 08, 2022

AETNA has a peer-to-peer with my wife’s orthopedic surgeon, a top orthopedic surgeon whose specializes in scoliosis surgery, tries to explain my wife’s condition and what needs to be done. The AETNA medical rep does not appear to know what he was talking about. My wife’s orthopedic surgeon asked the AETNA medical rep what kind of doctor she was. She responded, “OBGYN.”

 

At some point the AETNA medical rep stated the initial denial was decided by an AETNA neurosurgeon but cannot reveal his name. My wife’s orthopedic surgeon continued to explain what was going on, what will happen without surgery but there was silence from the AETNA medical rep. At the end of the session, the AETNA medical rep (OBGYN) said, “Denied.”

November 08, 2022

Contacted @AetnaHelp – sent detailed message about my wife’s situation

November 09, 2022

AETNA has a second peer-to-peer with my wife’s orthopedic surgeon.

 

And once again he tries to explain my wife’s condition and why the surgery was necessary. There was not much response from the AETNA medical rep. The AETNA medical rep turns out to be a retired orthopedic surgeon who had never done scoliosis surgery. At the end of the session, the AETNA medical rep said, “Denied.”

November 10, 2022

Aetna Senior Social Media Resolution Coordinator contacted me and advised me to file another appeal. I responded that I would be forced to seek other options if this is not resolved.

 

She requested that I send her the documents I previously sent them in Twitter, in order to get it over to their Clinical and Medical Director. I also included the x-ray, which previously had not been requested.

 

At 1:22 PM, she responded, “The decision has remained the same.”

November 10, 2022

I called AETNA and had them fax me the Denied Services letter.


I reviewed the content of the referenced Clinical Policy Bulletin and found no relevance to a patient with severe scoliosis and a progressive 84 degree curve.

November 11, 2022

An AETNA nurse called and directed my wife to call Member Services and request an Escalated Appeal. She stated it can take up to 72 hours to reply. As instructed, I called AETNA member services and requested that they submit an Escalated Appeal. Additionally, my wife’s orthopedic surgeon submitted an Escalated Appeal with AETNA.

November 18, 2022

I never heard back from AETNA.


The surgeon’s office never heard back from AETNA.

November 30, 2022

Since I had not heard back by AETNA, I sent an email to 10 members of the CVS Health Leadership describing my wife’s condition and how we were being treated during the appeal process.

 

Received one response stating a case (2022113003230) has been opened and assigned to an Executive Analyst for review.

Conclusion

AETNA CVS Health’s cruel, inappropriate denial of my wife’s medically necessary surgery is heartbreaking.

 

AETNA CVS Health had the chance to change my wife’s life, but decided it was in its own best interest to deny this option, only to leave us with extreme stress and a progressively worse medical outcome for my wife’s life.

 

My employer, the largest public school system in NJ, switched to AETNA in 2016. I have always chosen the top option to provide the best healthcare for my family. I am currently paying $1000 per month and my employer is paying $2000 per month. In total, AETNA is receiving $3000 a month for this type of behavior.

 

We need to find out if this arrogant and deliberate behavior is due to my wife’s age or just Corporate Greed.

 

Our government needs to tell me why AETNA CVS Health is not using a 3rd party Appeal process, at CVS Health’s expense, to prevent anyone with a financial interest or affiliation with AETNA CVS Health, from making the wrong decision.

 

CVS Health’s own “Code of Conduct” was obviously written by their PR department.

I do not see anything published in this document that CVS Health even cares about:

“Living our Code of Conduct”

“Earning the trust of our customers”

“Acting with Integrity”

“Doing the right thing”

“Holding ourselves accountable”

 

I want all the CVS Health executives and the Board of Directors, listed in the tabs above, to look at my wife’s x-ray also published in a tab above.

 

After you have a sense of what you are looking at, now imagine that this x-ray belongs to one of your parents, maybe your spouse, your children, your grandchildren or maybe the neighbor next door or their loved ones.

 

I want CVS Health executives to imagine at the next shareholders meeting, while expressing excitement during the presentation on how well CVS Health is doing, my wife’s x-ray pops up on the screen. Imagine if you had to explain that it belongs to an AETNA member for whom you denied scoliosis surgery that could have given her a better life.

 

I am devastated that CVS Health has forced my wife to give up her rights to privacy afforded to her by the “HIPAA.”

 

Continue reading.

In my wife’s own words, this is the story of her life and the future that AETNA CVS Health has ripped away from her.

My Story

My struggle with scoliosis began at the age of 13, when I discovered that I had a condition that causes the spine to curve as it grows. I grew 7 inches in one year, and doctors attributed that to what was dubbed “idiopathic scoliosis”, meaning that it was of unknown origin.

 

Shortly afterwards, when I was in the 8th grade, I was fitted for a Milwaukee Brace to help contain my curving spine. The brace was a medieval-looking device, with a two-inch metal bar that ran the length of my torso and attached to a padded shelf which rested underneath my chin. The back of the brace had two metal bars which were supposed to keep my back straight.

 

The brace did nothing to reduce or stop my spine from curving, and after wearing the mortifying contraption for a year, I stopped wearing it and continued on with my life.

 

After college, and as I entered the workforce, it became even more apparent that my spine was worsening. I would come home from work, crying in pain, and not knowing what to do. Chiropractors could not fix the problem, no one knew how to help.

 

As luck would have it, I began a job at The Hospital for Special Surgery in NYC, which at the time was the premier hospital for orthopedic surgery. People came from all over the world to have the opportunity to have the best orthopedic surgeons correct serious conditions.

 

Working there as the PR Director gave me the opportunity to learn all about my condition, and I discovered that there was hope. At the age of 28,  I had surgery to correct my scoliosis by a surgeon who was considered to be one of the top scoliosis doctors at the time. By then, my upper curve was 95 degrees, a far cry when I was first diagnosed with a 30 degree curve.

 

After surgery, my doctor informed me that it had been too risky to operate on the lumbar, or lower spine, but did as much as he could, which was to achieve a 23 degree correction in my thoracic or upper spine, in which he attached what was known as a “Harrington rod” to keep the spine stable.

Even though I wore a body cast for six months, I looked forward to the future. Besides relieving me of unspeakable pain, I had a new lease on life as a single woman who did not feel compelled to hide her deformity anymore. I could be like everybody else.

 

In the seven to eight years following surgery, I lived my life and I tried to forget I ever had scoliosis. But as I neared the end of my thirties, it became apparent that my spine was continuing to worsen. I married and had two children, and after my second son was born, had to undergo long periods of physical therapy so that I would be able to sustain the long periods of crippling pain.

 

In fact, repeated physical therapy over many years left me wondering – was there anything I could do? The surgeon who took over my retired surgeon’s practice could not offer me hope, as the surgical techniques at the time had not yet progressed to where they are today.

 

As my spine continued to worsen over the next two decades, repeated periods of physical therapy appeared to offer no long-term solution. Weeks or even days after the therapy, the pain would just continue.  I found some comfort in deep tissue massage therapy, which the insurance company did not cover, but this continued to provide only a short-term fix.

 

In 2022,  I began to research scoliosis surgeons in my area.  I found one with a stellar reputation.  His patients claimed that he had performed what some claimed was “a miracle,” eliminating years of pain and giving them hope for the future.

 

When I visited the scoliosis surgeon’s office his reaction was immediate.  He explained that my spine was worsening and that there would be no future without continuous back pain if I did not have surgery.  Unlike years ago, when the surgery was in its infancy, he felt confident that by operating anteriorly and posteriorly, he would be able to arrest both upper and lower curves and best of all, eliminate the pain.

 

I was ecstatic. But because my pain was so troublesome, I asked for the names of physical therapists so that I could do that,  (once again) as I was considering having this intense surgery.

 

To my surprise, most of the physical therapists I called told me that they did not have anyone on staff who treated patients with severe scoliosis. Physical therapy will not straighten a spine, and so having success at eliminating pain was dubious at best. Finally, I spoke with a therapist who said she could treat me.

 

Towards the end of the second week of therapy, the therapist attempted to get me to position myself over a hard foam roller. I explained that I could not do this due to my severe curve. She did not believe me and forced me to continue an exercise. This resulted in excruciating pain, and for the next four weeks, I was in pain and unable to even sleep through the night due to the therapy injury. It was clear to me then,  after this PT experience, that my only option was surgery, and I began the process of preparing myself for this difficult but potentially life-changing surgery.

 

I lost weight. I exercised. I made sure that I was in the best shape possible to help achieve a successful result. My husband continued paying for the top Aetna plan through work, (over $3000 in premiums monthly from his and his company’s contribution!!).  After almost four decades of suffering, I felt sure that today’s technology coupled with the hands of a gifted surgeon would finally give me the opportunity to find relief.

 

It had been a long journey.

 

The hospital date was set. The tests were all completed. I said goodbye to all my colleagues because of my expected long recuperation from this difficult but necessary operation. I prayed that I could withstand the pain and just tried to focus on the positive outcome.

 

And then, five days before surgery, an Aetna gynecologist said, “denied.”