Enhancing the Health Care Experience

Research shows that patients with better care experiences have better outcomes – making experience a critical component of quality health care. We measure the experience of the people we serve so we can eliminate burdens, improve health outcomes and innovate customer-centric solutions.

UnitedHealth Group is dedicated to providing a seamless, personalized experience for anyone interacting with the health care system, including consumers and health care providers. We do this by innovating and offering distinctive tools and services to help people navigate and interact with a complex health system, ultimately seeking to achieve world-class experiences for those we are privileged to serve.

We assess our progress toward creating world-class customer experiences using the Net Promoter System (NPS), which holistically measures the experiences we deliver to the people we are privileged to serve, including how likely a person is to recommend our company to their friends or family.

Supporting Our Members Through Personalization

We strive to help people have the best possible experience with the health system. For example, we offer mobile tools that provide real-time access to benefits and individual profile information, personalized navigation for those who need it most and care programs with the right blend of human and digital support.

Dedicated member support is critical for vulnerable patients who have more complex medical needs that often result in higher costs and more frequent interactions with the health system.

UnitedHealthcare’s Special Needs Initiative eases the burden of health system navigation and improves our members’ experiences by bringing an enhanced level of service to families of children with special needs. The program supports these families from birth to age 17 with a dedicated team of advisers who resolve issues on their behalf.

Special Needs Initiative
  • 70+ NPS

Personalized navigation from a single contact – as opposed to a traditional call center model – can help consumers effectively and seamlessly navigate a complex health system.

UnitedHealthcare’s personalized support programs – Advocate4Me and Navigate4Me – provide members with a single advocate who can help them make informed decisions about their medical care.

Navigate4Me – a program for Medicare Advantage members facing complex medical conditions – provides an adviser who coordinates care, addresses claims issues and develops a personalized care plan with recommended actions, such as scheduling health screenings. More than 1 million Medicare Advantage members were assigned a navigator in 2020.

Advocate4Me matches members with advocates who provide guidance when they have questions about their health plan and overall health and need assistance finding personalized solutions for their individual situation. This personalized service has resulted in improved outcomes and lower costs for our members.

Advocate4Me Outcomes
  • 435k members enrolled in clinical and wellness programs
  • 1.7M+ clinical gaps in care proactively identified by advocates for Medicare Advantage and Dual Special Needs Plan members
  • 10% improvement in consumer loyalty (NPS)
  • Up to 4%

    total cost savings in enhanced advocacy programs

Enhancing The Provider Experience

UnitedHealth Group is committed to partnering with providers to streamline and simplify administrative work, helping to create a best-in-class experience for them and the people they serve. Supporting providers with tools and resources to help them spend more time with patients can reduce provider burnout and improve the patient-physician relationship.

Clinical decision support tools at the point of care ensure the right information is available for clinicians to follow optimal clinical pathways and spend more time with their patients.

UnitedHealthcare’s Point of Care Assist tool – which integrates patients’ UnitedHealthcare health data within the electronic medical record – helps clinicians identify potential gaps in care and estimates costs based on individual coverage. Use of Point of Care Assist – available to more than 400,000 new physicians in 2020 – reduces their administrative burden by streamlining prior authorization and helps patients access lower-cost sites of care, reducing their out-of-pocket costs.

By providing up-to-date clinical information – including the latest medical research – Optum’s OptimalCare platform helps clinicians make informed care decisions based on the latest scientific evidence. Used in over half of our care delivery organizations and embedded in the electronic medical record workflow, OptimalCare allows patients to participate in the care decision process by engaging in treatment plans at the point of care.

Impact of Clinical Decision Support Tools
  • 576k physicians have access to Point of Care Assist®
  • 30% improvement in directing consumers to lower-cost sites of care

Improving physician well-being and reducing burnout can help ensure more people have access to a primary care physician. One-fifth of Americans live in an area with a shortage of primary care physicians and physician burnout could compound the projected shortage of up to 55,000 primary care physicians over the next decade.

In 2020, in partnership with the American Academy of Family Physicians, the United Health Foundation established a training program to help family physicians change the culture of health care organizations and improve physician wellness using operational improvements and change management tactics.

  • 200 family physicians will undergo training to lead change for improved clinical well-being