Aetna scrambles after CNN report reveals doctor didn’t view patient medical records

Health care insurer Aetna is on the legal and PR defensive following a
report that some called “shocking.”

California’s insurance commissioner, Dave Jones, launched an investigation
into Aetna’s practices and protocols after its former medical director
admitted under oath that he didn’t view patient files when approving or
denying claims.

CNN first broke the story, reporting the following exchange from the deposition of Dr. Jay Ken
Iinuma, Aetna’s medical director for Southern California from March 2012 to
February 2015:

Iinuma said he never looked at a patient’s medical records while at Aetna.
He says that was Aetna protocol and that he based his decision off
“pertinent information” provided to him by a nurse.

“Did you ever look at medical records?” Scott Glovsky, Washington’s
attorney, asked Iinuma in the deposition.

“No, I did not,” the doctor says, shaking his head.

“So as part of your custom and practice in making decisions, you would rely
on what the nurse had prepared for you?” Glovsky asks.


Iinuma said nearly all of his work was conducted online. Once in a while,
he said, he might place a phone call to the nurse for more details.

How many times might he call a nurse over the course of a month?

“Zero to one,” he said.

The deposition is part of a lawsuit that college student Gillen Washington
filed against Aetna, alleging breach of contract after he was denied
coverage for an intravenous immunoglobulin infusion—a necessary treatment
for Washington’s common variable immunodeficiency.


In this particular case, Iinuma admitted that he had minimal if any
knowledge of the medical condition, common variable immune deficiency
(CVID), that Washington suffered from. He was also not clear about what the
most effective drug would be to treat the patients’s condition, the
symptoms of CVID, or even the consequences of the abrupt discontinuation of
therapy for the condition.

“Do I know what happens?” Iinuma said. “Again, I’m not sure…I don’t treat
it,” according to the deposition, as reported by CNN.

Aetna gave CNN the following written statement:

“We have yet to hear from Commissioner Jones but look forward to explaining
our clinical review process.

“Aetna medical directors are trained to review all available medical
information — including medical records — to make an informed decision.
As part of our review process, medical directors are provided all submitted
medical records, and also receive a case synopsis and review performed by a

“Medical directors — and all of our clinicians — take their duties and
responsibilities as medical professionals incredibly seriously. Similar to
most other clinical environments, our medical directors work
collaboratively with our nurses who are involved in these cases and factor
in their input as part of the decision-making process.”


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The company also provided the following statement on its website—which it
embedded under a large purple banner on the top of its newsroom titled,
“Aetna responds to CNN report”:


Aetna medical directors review all necessary available medical information
for cases that they are asked to evaluate. That is how they are trained, as
physicians and as Aetna employees. In fact, adherence to those guidelines,
which are based on health outcomes and not financial considerations, is an
integral part of their yearly review process.

While we can’t comment on the alleged actions of a former employee due to
ongoing litigation, we want to be clear that our policies always have our
members’ best interests in mind.

The health care insurer has remained silent on social media, however—where
it has been slammed with criticism and outrage.

Communicators who work in the health care space should be on the alert for
potential negative ramifications stemming from CNN’s report.

Dr. Mohamed Zuhdi Jasser, who specializes in internal medicine and nuclear
cardiology in Phoenix, tweeted:

Besides causing a reputational crisis for Aetna, Iinuma’s admission could
also affect other organizations in the health care space. At the very
least, it can lead consumers to question organizations’ transparency and
decrease trust in them.

How would you advise Aetna to handle this report, PR Daily

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