CVS Health's Aetna Provider Survey Unveils Optimism and Opportunities in Health Care

On April 8, 2026, CVS Health Corp (NYSE: CVS) announced the findings of its inaugural Aetna Provider Survey, which reveals a cautiously optimistic outlook among U.S. health care providers regarding the future of the health care system. Conducted by Morning Consult, this quarterly study aims to gather insights from a representative sample of the provider market, shedding light on their perceptions, challenges, and aspirations.

The survey results indicate a significant level of optimism among providers, with 60% believing that the health care system will become less burdensome within the next five years. Additionally, the provider-payer trust score averaged over 50%, suggesting a positive momentum, albeit with room for improvement.

Despite the optimism, there remains a gap between providers' expectations and their experiences with payers. While 44% of respondents agree that their current payers prioritize patient well-being and provide clear coverage information, only 36% feel that payers consistently fulfill their commitments. When asked what single action payers could take to alleviate their challenges, 26% of providers highlighted the need for assistance in helping patients navigate the health care system.

Steve Nelson, Executive Vice President and President of Aetna, emphasized the critical nature of building trusted relationships between providers and payers. "Our industry is at an inflection point... understanding their priorities and pain points so we can remove friction from the health care system," he stated.

When asked what they would change about the health care system, providers identified three primary areas of focus:

The survey also evaluated the role of prior authorization in the health care system. A substantial 65% of providers agreed that prior authorization is beneficial, citing its effectiveness in assessing medical need (33%), ensuring financial accountability (27%), and reducing low-value care (19%). Aetna has taken steps to lead the industry in simplifying prior authorization, with over 95% of eligible requests approved within 24 hours. The company aims for more than 80% of electronic prior authorizations to be executed in real-time by the end of 2026.

Respondents identified complex insurance processes and access to care as significant pain points, with over half (52%) expressing confidence that artificial intelligence (AI) could help simplify and accelerate administrative processes. Furthermore, 57% of providers believe that access to health care will become more equitable in the next five years.

Aetna is actively integrating AI and digital solutions to facilitate better access and navigation within the health care system. The Aetna Care Paths feature, available on the Aetna Health app, offers personalized care recommendations to members.

Aetna's commitment to operational excellence is underscored by its successful automation of over one million incoming provider calls related to prior authorization requirements and statuses in 2025. Importantly, Aetna maintains a policy of not using AI to deny prior authorization claims, reinforcing its dedication to provider support.

Looking ahead, the survey results unveil a hopeful perspective for the health care industry. Three-quarters of providers anticipate improvements in the patient experience over the next five years. Moreover, 87% agree that advancements in technology will lead to better health outcomes, with 76% identifying technology as a top investment priority for their organizations in the coming three years.

The inaugural Aetna Provider Survey paints a picture of an evolving U.S. health care landscape characterized by optimism and a willingness to embrace change. As CVS Health, through Aetna, seeks to deepen provider-payer relationships and leverage technology to simplify processes, the findings underscore the importance of collaboration in achieving shared goals for improved health outcomes. The commitment to reducing administrative burdens and enhancing patient access will be critical as the industry navigates its path forward.

Aetna, a subsidiary of CVS Health, serves approximately 37 million individuals with a wide range of health insurance products and services. CVS Health operates nearly 9,000 retail pharmacy locations and more than 1,000 walk-in medical clinics, positioning itself as a leader in health solutions. The company's integrated model emphasizes personalized, technology-driven services aimed at enhancing access to quality care and lowering overall costs.