To all our valued stakeholders:
Every day, millions of people rely on UnitedHealth Group for the care they need. We understand that we have a profound responsibility to ensure our business practices support our mission – to help people live healthier lives and to help make the health system work better for everyone.
Our company has already initiated a series of industry-leading commitments to help do that by improving transparency and simplifying the patient and care provider experience – from streamlining care quality review in pharmacy and medical care to expanding our Gold Card program for high-performing care providers. And we can do more.
In June, shortly after stepping into the role as CEO, I committed to conducting a transparent and comprehensive examination of key processes and policies within our approaches to risk assessment, managed care practices and pharmacy benefits and services to validate what is working and, more importantly, identify areas for improvement.
Today, I am pleased to share the independent assessors’ initial findings, which include a series of detailed recommendations for further strengthening and enhancing the protocols that govern our efforts.
We hope that you see these assessments as a commitment to setting a new standard of transparency for the health care marketplace, as we believe that you and every person who engages with our health system deserves to understand how we go about our work.
In July, FTI Consulting and the Analysis Group – two widely respected, independent consultancies with deep health sector expertise – began a rigorous review of:
In their reports, the assessors determined the company’s policies and practices are robust, rigorous and generally sound; and, in many respects, industry leading. The teams also identified several areas for improvement within each review and made recommendations to strengthen consistency and coordination. Executive summaries of the reports along with the assessors’ detailed findings are available.
At the direction of the Board, our Internal Audit & Advisory Services team developed 23 specific action plans in partnership with the respective businesses to track, validate and implement the recommended improvements in each area. The work is already well underway. Several action plans have already been completed. Of the remaining actions, more than half will be finalized by the end of this year, and 100% will be finalized before the end of the first quarter next year.
During the first quarter of 2026, we will share the results of a review of medical records of diagnosis codes identified during our in-home HouseCalls visits. And by mid-year, we will report on our processes to craft evidence-based medical policy. We will continue to update you on our ongoing progress throughout the year.
Please keep in mind that this work is just one aspect of a broader commitment to transparency and continuous improvement throughout our organization. We know that our actions and decisions have significant impacts on patients, care providers and the broader health system, and we are determined to hold ourselves to the highest standard.
Lastly, I want to thank the team members who show up every day committed to advancing our progress and to serving you with the high quality of care and service that you and your loved ones deserve.
Sincerely,
Steve Hemsley
CEO, UnitedHealth Group