The health care industry is investing heavily in AI, prior authorization, interoperability and overall operational excellence. However, the system remains too complex, fragmented and difficult to navigate.

Steve Nelson, executive vice president of CVS and president of Aetna, shares how the health care industry is working to foster trust, remove friction and leverage technology to deepen provider partnerships.

1. First things first: Despite recent progress, why is there still friction in day-to-day payer-provider interactions?

Nelson: I've seen the industry make more progress in the past 24 months than over the prior decade. Aetna is making strides — from simplifying and standardizing prior authorization and advancing interoperability to scaling our AI platforms and implementing new care models — but there is more work ahead.

• Aetna's Q3 Provider Survey confirms improvements are being made and, still, administrative burden remains a pressing issue. The survey also found that providers are optimistic about the future and their trust in payers is growing with a six-point increase between Q1 and Q3.
• Strong provider partnerships, earned through active listening and actions, will pave the way for us to continue to improve the day-to-day interactions for the providers, clinicians and members that we serve.

2. Zoom in: What role can technology play here?

Nelson: Technology plays an important role and Aetna has a unique opportunity to leverage the power of the CVS consumer health platform and multi-year, $20 billion dollar technology investment.

• Our Provider Survey found 83% of respondents expect technology to improve outcomes, yet only 51% expect the system to become less burdensome overall. Closing that gap is our focus and I'm proud of the way Aetna is leveraging technology-enabled solutions in a variety of ways.

In the end, health care is personal and it's important that we take a human-first approach to technology so that we're providing a convenient and personalized experience.

3. The bigger picture: Why is trust the right focus for this moment in health care?

Nelson: Trust in health care deepens partnerships and shapes behavior. Trusted provider partnerships are the foundation upon which we can simplify the system and remove friction. The trust between a patient and a clinician can influence whether someone fills a prescription, follows their doctor's guidance or books that follow-up visit.

• This type of trust is earned over time and is the basis of how we will continue to build relationships among patients, providers and health plans to continue to improve the industry.

In its simplest form, I think about industry trust across these key pillars:

● Navigation: Working with providers to remove roadblocks and enable care.

● Advocacy: Helping patients get the answers they need to improve health outcomes.

● Innovation: Leveraging technology to reduce paperwork and unlock time for care.

● Value: Making care easier to access, more affordable and more effective.

We're already seeing progress. Provider trust in payers rose from 5.4 out of 10 in the first wave of our survey, fielded in the first quarter, to 6.0 today. That score has held steady for the past two quarters, and we want to keep building on that momentum.

4. The bottom line: What does continued success look like for Aetna, providers and patients?

Nelson: Accessing affordable, personalized care. Easier navigation, stronger advocacy, smarter technology and deeper industry partnerships all lead back to affordability.

• We're already seeing what that can look like. Smart Compare saves members up to $1,000, while our Aetna One Advocate (A1A) program reduced hospitalizations by 36% for members with comorbid conditions.

Ultimately, success means giving providers more time for patients and helping people get the right care sooner at a more affordable price.

Dive deeper into Aetna's Q3 Provider Survey findings.