Provider Education

We’re here to help when you join our network

You’ll get help navigating new ground when you join the Aetna Better Health of Florida network. As a newly contracted provider, you’ll get an initial orientation after you join our network.

Following your orientation, we provide a variety of forums for ongoing training and education. These include:

  • Routine visits to your office
  • Periodic provider newsletters and bulletins containing updates and reminders
  • Group or individualized training sessions on select topics. Some examples are:
    • Claims coding
    • Appointment availability standards
    • Member benefits
    • HEDIS training
    • Aetna Better Health of Florida website navigation

Cultural Competency and Health Equity - Provider Training

Cultural competency resources

Culture is a major factor in how people respond to health services. It affects their approach to:

  • Coping with illness
  • Accessing care
  • Working toward recovery

Good communication between members and providers contributes directly to patient satisfaction and positive outcomes.

A culturally competent provider effectively communicates with patients and understands their individual concerns. It’s incumbent on providers to make sure patients understand their care regimen.

Each segment of our population requires special sensitivities and strategies to embrace cultural differences.

Training resources for our providers

Providers receive education about such important topics as:

  • The reluctance of certain cultures to discuss mental health issues. There is a need to proactively encourage members from such backgrounds to seek needed services
  • The impact that a member’s religious and/or cultural beliefs can have on health outcomes (e.g. belief in non-traditional healing practices)
  • The problem of health illiteracy and the need to provide patients with understandable health information (e.g. simple diagrams, communicating in the vernacular, etc.)
  • History of the disability rights movement and the progression of civil rights for people with disabilities
  • Physical and programmatic barriers that impact people with disabilities accessing meaningful care

As part of our cultural competency program, we encourage our providers to access information on the Office of Minority Health's web-based A Physician's Guide to Culturally Competent Care. The American Medical Association, American Academy of Family Physicians and the American College of Physicians endorse this program, which provides up to 9.0 hours of category 1 AMA credits at no cost.

What is Health Literacy?

The Patient Protection and Affordable Care Act of 2010, Title V, defines health literacy as the degree to which an individual has the capacity to obtain, communicate, process, and understand basic health information and services to make appropriate health decisions.

Anyone who provides health information and services to others, such as a doctor, nurse, dentist, pharmacist, or public health worker, also needs health literacy skills to:

  • Help people find information and services
  • Communicate about health and healthcare
  • Process what people are explicitly and implicitly asking for
  • Understand how to provide useful information and services
  • Decide which information and services work best for different situations and people so they can act

The U.S. Department of Health and Human Services Health Resources and Services Administration (HRSA) offers a free online course in health literacy. Effective Communication Tools for Healthcare Professionals - is an online, go-at-your-own-pace training that has helped more than 4,000 health care professionals and students improve patient-provider communication.

Take the course any time, night or day, to improve your ability to communicate with patients and overcome barriers that can keep patients from taking their medications according to your instructions, going to the emergency room when they would be better served in primary care or otherwise preventing them from getting the full benefit of the quality care you provide.

Medically underserved patients may have particular difficulty communicating with their health care providers. If you treat patients who are low income, uninsured, and/or whose English proficiency is low, this course can help you:

  • Acknowledge cultural diversity and deal sensitively with cultural differences that affect the way patients navigate the health care system
  • Address low health literacy and bridge knowledge gaps that can prevent patients from adhering to prevention and treatment protocols
  • Accommodate low English proficiency and effectively use tools that don’t rely on the written or spoken word

Other Sources

Project Echo was inspired by how clinicians learn through clinical rounds and is considered an “all teach, all learn” model. To learn more about Project Echo and how this model might be useful to you, please visit: Project ECHO - Moving Knowledge, Not People (

To locate a Project Echo Hub of interest: ECHO Hubs & Programs: US (