United Healthcare is a subsidiary of the United Health Group, and it is dedicated to improving patient health outcomes through the provision of health coverage and benefits. For nearly four decades, the organization has served as America's largest health facility, aiming to improve the quality of healthcare services (United Healthcare Services, 2017). The organization's primary purpose is to improve service quality in the healthcare sector. An review of the organization's healthcare service delivery systems and procedures demonstrates its readiness to meet the demands of citizens today and in the future. It involves attempts to improve nurse staffing, network expansion, resource management, and patient satisfaction. Network Growth
The privatization of healthcare service delivery in the United States has encouraged competitive rivalry among the healthcare service providers. Many providers strive to attain competitive advantage, with the aim of controlling a significant share of the market (Gok & Sezen, 2013). In this regard, quality enhancement has become not only the focal point of service delivery in healthcare organizations, but also a means through which organizational growth can be achieved (Al-Abri & Al-Balushi, 2014). An increase in the quality of care results in improved customer satisfaction and positive reviews. The good reputation endears the healthcare organization to many patients, who seek healthcare services.
While recognizing the centrality of quality in organizational growth, United Healthcare has embraced Accountable Care Organizations (ACOs) as an important strategy for achieving quality (United Healthcare Services, 2017). The initiative includes the use of value-based models and performance contracting to improve quality. The organization’s wide gamut of programs helps people to live better lives. It also offers information and guidance across its networks to enable patients to make better health choices (United Healthcare Services, 2017). The quality of healthcare in this organization has manifested in the use of telemedicine technologies for patients in rural areas. This possibility helps such patients to access care by engaging physicians through the use of technology. United Healthcare has also embraced the use of mobile health clinics and electronic health records to enhance the quality of care. Quality healthcare underpins the success and growth of the network, and it explains why United Healthcare has expanded significantly over the years.
Patient Satisfaction
Patient satisfaction is paramount for the organization to realize its corporate objectives and improve its bottom line (Gok & Sezen, 2013). In this regard, it has focused on empowering patients through innovative approaches, which include universal coverage and evidence-based care. Other initiatives include strengthening of primary care, containing health care costs, reducing disparities, and managing chronic diseases. The use of technology in healthcare service delivery underpins the organization’s commitment to patient satisfaction.
In particular, United Healthcare had adopted the use of electronic health records (EHRs) in improving quality outcomes. EHRs have replaced the paper-based healthcare system, because it stores vital patient information electronically. Consequently, it has improved the quality of diagnosis, reduced medical errors, and encouraged storage and retrieval of patient data (Gok & Sezen, 2013). By embracing modern technologies in the provision of care, United Healthcare acknowledges that patient satisfaction can be achieved through better technologies, which improve the efficiency of service delivery.
United Healthcare has a strong value system, which guides its employees towards the value-based delivery of care. The organization underscores compassion, trust, integrity, and teamwork as important pillars that enhance patient satisfaction (United Healthcare Services, 2017). These values enable the organization to receive positive feedback and high scores from patients, who have received treatment. The organization has received an award for improving the safety and health of patients. Successful application of values in the healthcare service has enabled United Healthcare to provide services to over 38 million people. The hospitals spread across various states in the United States.
Nurse Staffing
Nurses play a significant role in the healthcare practice. They provide the much-needed human capital to drive the operations through the provision of care to patients (Al-Abri & Al-Balushi, 2014). The United Healthcare has recognized the vital role of nurses. In 2008, the organization launched the center for nursing advancement. The purpose of the center is to offer nurses with further skills and expertise that they need in their day-to-day operations (United Healthcare Services, 2017). It offers career development opportunities for nurses to gain technical and leadership skills. This initiative has helped the organization to retain some of its best talents, because it boosts the morale and productivity of the nursing workforce, while sustaining their commitment to the organization.
United Healthcare also strives to recruit adequate nurses to prevent work overload that may precipitate medical errors. A study conducted by Recio-Saucedo et al. (2015) reveals that short staffing may encourage infections, cause injuries, and result in the death of patients. In this regard, many patients, who visit the healthcare facilities, may leave without receiving a medical examination. To avert this problem, United Healthcare undertakes a routine evaluation of work done by nurses to determine areas that require reinforcement. The organization’s commitment to effective healthcare service delivery is the reason it encourages a competent workforce. In this regard, the United Healthcare is demonstrating its preparedness to address the needs of the citizens.
Resource Management
Proper utilization of resources is the key to successful organizational management. United Healthcare has directed its resources towards improving the quality of care for patients across its networks. For example, the transplant network system allows the organization to apply evidence based practice, with the aim of improving care while reducing the costs associated with healthcare. The organization has numerous resources which have been categorized as general, cultural, and member resources as well as health literacy tools for people seeking information (United Healthcare Services, 2017). The organization’s online platform has useful materials and resources that can assist people with relevant healthcare information. The management of resources at the organization is undertaken by the management under the supervision of the United Health Group-the umbrella network, under which United Healthcare operates.
Conclusion
It is evident that United Healthcare is prepared to respond to the needs of the citizens now and in the future. An analysis of the level of preparedness reveals that the organization is committed to providing services to millions of patients with diverse social, economic, religious, and cultural backgrounds. The focus on the provision of high-quality healthcare has enabled the organization to expand its networks across the U.S. The study reveals that high quality has been achieved through the use of electronic health records and telemedicine to ensure healthcare access in rural areas. To enhance patient satisfaction, the organization has placed emphasis on the need to incorporate values in healthcare. In light of the foregoing, it is clear that the United Healthcare has the requisite capacity to provide quality healthcare services to people.
References
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improvement. Oman Medical Journal, 29(1), 3.
Gok, M. S., & Sezen, B. (2013). Analyzing the ambiguous relationship between efficiency, quality and patient satisfaction in healthcare services: the case of public hospitals in Turkey. Health Policy, 111(3), 290-300.
Recio-Saucedo, A., Pope, C., Dall’Ora, C., Griffiths, P., Jones, J., Crouch, R., & Drennan, J. (2015). Safe staffing for nursing in emergency departments: evidence review. Emergency Medicine Journal, 32(11), 888-894.
United Healthcare Services. (2017). Value-Based Contracting and Accountable Care Organizations: United Health Network Strategies. Retrieved on August 25, 2017 from https://www.uhc.com/united-for-reform/health-reform-provisions/accountable-care-organization/value-based-contracting-and-acos
