How Timely Support Transformed a Member’s Mental Health Journey

Carlos was experiencing a mental health crisis. Unable to see his usual mental health care provider, he couldn’t obtain his medications for anxiety and depression. After unsuccessfully searching for another health professional to prescribe them, he felt lost — unsure where to turn but in urgent need of help.

He found that help from Bob, a family advocate with his Elevance Health-affiliated health plan. Bob rightly approached Carlos’ mental health crisis with the same urgency and compassion as a physical health challenge. He helped Carlos use the Sydney Health app to access same-day virtual care for his prescription refills. The next day, Carlos was able to connect in person with a mental health professional whom he now sees regularly.

Combined with support from Carlos’ wife, Bob’s empathy, encouragement, and relentless pursuit of a solution helped Carlos chart a clearer path to renewed health and well-being. “He owned my problem, and didn’t stop until he found somebody for me,” Carlos said. “He changed everything.”

Watch more of Carlos’ story.