Aetna, a CVS Health company, announced Aetna Mental Health On Demand to broaden access to care and give members greater control over their mental health journey. Beginning in 2027, Aetna members enrolled in the service will have real time access to care and a plan to receive ongoing support via the member website. In the inaugural Aetna Provider Survey, 37% of Behavioral Health providers said improved access to care for patients would be the one thing they would change about the health system today - their top choice.

In addition, 1 in 4 said the most important action payers could take to address their challenges would be programs to help patients navigate the health care system. With Aetna Mental Health On Demand, members aged 13 and older have real-time access to a licensed clinician through chat, phone or video via the Aetna member website. Aetna clinicians are trained on a clinically-proven single session intervention model, which is designed to provide members with both immediate impact - including crisis management - and a personalized plan.

They also advocate for members, helping to connect them to additional resources, assist with scheduling follow-up appointments and help coordinate their ongoing care. AI-powered tools embedded within this dynamic platform streamline note-taking and administrative tasks, allowing clinicians to remain fully focused on each member and their immediate needs. During the initial launch, Aetna clinicians engaged in hundreds of chats and demonstrated the immediate impact of Aetna Mental Health On Demand by answering members in just 13 seconds.

Aetna has also enhanced its clinician-led care management program with advanced predictive tools that identify members at risk of future inpatient admissions, as well as those with immediate, acute needs, in near real time. Through proactive outreach, care managers connect members to individualized resources and provide ongoing support throughout their treatment - helping to improve outcomes and reduce avoidable hospitalizations. Aetna's updated mental health approach, which includes Aetna Mental Health On-Demand and proactive care management, is currently available for self-insured customers for a January 1, 2027 launch.