Introduction
United Healthcare is one of the largest and most well-known health care organizations in the United States. It has been criticized in the past for its high premiums and out-of-pocket costs, but it has similarly been praised for its customer service and expansive provider network. The organization offers comprehensive healthcare services and products, including medical and dental plans, health insurance, pharmacy benefits management, and provider services. In addition to its extensive network of hospitals and clinics across the country, United Healthcare furthermore operates multi-specialty practices, urgent care centers, surgery centers, home health agencies, retail clinics, and other care facilities. Through the adoption of various models, United Healthcare is able to expand its networking, nurse staffing, patient satisfaction, and resource management.
Strategic Plans Preparation
United Healthcare is a well-respected and highly efficient health insurance provider with a vast network of healthcare providers. In order to ensure that their subscribers have access to the best possible care, they are always preparing and planning for future network growth. This includes expanding their services into new markets as well as working closely with healthcare providers to improve the quality of care offered. United Healthcare is committed to providing its subscribers with the highest quality of service possible (Al-Neyadi et al., 2018). The potential issue in organizational culture is risk aversion. Risk aversion refers to the tendency of employees to avoid taking risks or prioritize safety over growth.
United Healthcare’s strategic response to nurse staffing concerns appears to be multifaceted and, to some extent, reactive. Although the organization has created a program designed to improve nurse retention, it has likewise cut funding for graduate nursing programs. This decision could exacerbate the nursing shortage and have consequences on patient care (Al-Neyadi et al., 2018). Moreover, United Healthcare’s approach to nurse staffing seems to be largely influenced by business concerns rather than the needs of patients or nurses. For example, the company has reduced its investment in information technology which would allow nurses more flexibility in their work assignments. Nurse retention is likely to be improved if nurses feel they have some control over their work lives and are able to use their skills and knowledge in meaningful ways (Wu et al., 2020). One current issue within United Healthcare’s organizational culture is its reduced IT investment. This has resulted in United Healthcare’s system becoming increasingly difficult to use and navigate and slower response times to customer inquiries.
United Healthcare’s overall readiness is strong in terms of resource management. The organization has a dedicated team to oversee all aspects of its strategic plan, from policy development to marketing and communications. In addition, they have the resources in place to effectively execute their plan, including an information infrastructure that is robust and scalable (Al-Neyadi et al., 2018). One potential area for improvement is in the area of stakeholder engagement. While the organization has a process in place for engaging with key stakeholders, they could improve communication and collaboration with certain groups, such as members and providers. Another possibility for improvement is in the development and implementation of performance measures. As much as the company has identified several key measures, it could further refine them and ensure that they align with their overall strategy.
Regarding the company’s resource management, one potential issue within the United Healthcare organizational culture is that it may be difficult to make changes. This is because the company is so large and has been in operation for a long time. Any changes would need to be approved by a large number of people, and it can be difficult to get everyone on board with new ideas (Wu et al., 2020). As a result, resources may not be used as efficiently as they could be if the company was smaller or newer.
United Healthcare has undertaken a number of initiatives to improve patient satisfaction. One such initiative is the development of a patient satisfaction measurement program. This program will allow the company to track patient satisfaction on a regular basis and identify areas where improvement is needed (Flynn et al., 2021). Another initiative aimed at enhancing the customer experience is the rollout of a new online account management system. This system provides patients with 24/7 access to their healthcare information, including claims, payments, and benefits. The company’s goal is to ensure that all patients receive quality care that meets or exceeds their expectations.
There are a few potential issues within the United Healthcare organizational culture that could affect patient satisfaction improvement. First, United Healthcare has been criticized for being too bureaucratic and inflexible (Singh & Prajapati, 2018). This can make it difficult for employees to provide the best possible care to patients, as they may be overwhelmed by red tape. Second, there have been reports of conflicts of interest between United Healthcare executives and board members, which could potentially lead to decisions being made in favor of financial gain rather than patient care.
Model Proposal
Concerning network growth, the model proposed is the Continuous Improvement Model (CIM), which is based on the scientific method. The CIM has three steps: plan, do and check (Hemphill et al., 2021). This model is best at United Healthcare because it allows for constant improvement and identifies areas for improvement. Additionally, it uses data to make decisions rather than relying on opinions or guesswork. Finally, it allows employees at all levels of the organization to participate in the improvement process. This will help in ensuring that all medics take part in decision making, thus leading to the best decision making.
There are a variety of models that could be used to support nurses’ information access empowerment. One model that could be particularly effective is the informatics nurse specialist model. This model emphasizes the need for nurses to access accurate and timely information to make informed decisions about patient care (Singh & Prajapati, 2018). In addition, the informatics nurse specialist model provides a framework for nurses to work collaboratively with other members of the healthcare team in order to optimize patient outcomes at United Healthcare.
Concerning resource management, the United Healthcare Resource Management Model can best ensure that resources are used efficiently and appropriately. It can develop this sophisticated system that considers patient needs, provider preferences, and other factors to ensure that patients receive the care they need without unnecessary delays (Flynn et al., 2021). The best model for supporting patient satisfaction implementation at United Healthcare is the Server-Oriented Model. This model facilitates communication between patients and providers and establishes clear roles and responsibilities to ensure that everyone is working towards the same goal of patient satisfaction.
Conclusion
In conclusion, United Healthcare offers a wide range of health coverage plans and services to individuals, families, and businesses. The company works towards increasing its network growth, resource management, nurse staffing, and customer satisfaction. Different models can be used to ensure the accomplishment of these goals. Regarding network growth CIM is more appropriate; under nurses staffing, the informatics nurse specialist model is preferred since it promotes nurses’ collaboration enabling them to perform better. Similarly, the United Healthcare resource management model is essential in ensuring that all the required materials are available for patients’ care. Likewise, the Server-Oriented Model will help focus on meeting the customers’ needs.
References
Al-Neyadi, H. S., Abdallah, S., & Malik, M. (2018). Measuring patient’s satisfaction of healthcare services in the UAE hospitals: Using SERVQUAL. International Journal of Healthcare Management, 11(2), 96-105.
Flynn, W. J., Valentine, S. R., & Meglich, P. (2021). Healthcare human resource management. Cengage Learning.
Hemphill, P. (2021). Integrated care in addiction treatment. Routledge.
Singh, N., & Prajapati, D. R. (2018). Statistical analysis of studies on healthcare sectors using queuing theory. International Journal of Management, IT and Engineering, 8(7), 124-146.
Wu, J. J., Pelletier, C., Ung, B., & Tian, M. (2020). Treatment patterns and healthcare costs among biologic-naive patients initiating apremilast or biologics for the treatment of psoriatic arthritis: Results from a US claims analysis. Current Medical Research and Opinion, 36(1), 169-176.