United Healthcare Case Study

One of the organization’s major divisions is the United Healthcare whose main focus is the provision of health benefit and coverage services. United Healthcare is one of the greatest single health carriers in the US. Its goal is to enhance the healthcare system quality through such ways as improving the effectiveness and quality of healthcare services for all American citizens, creating services that all members can afford using technology that makes access to the whole health care system easier and most importantly increasing the access by the American citizens to medical benefits (United Health Group, 2018). United Healthcare is well prepared and equipped to address the healthcare requirements of the American citizens in the next decade. This is depicted by the wide range of programs that the organization has put into place with the aim of helping the citizens lead healthier lives both through guidance and information through which they are able to make good choices on matters pertaining to their health and wellbeing and also through the enhancement of the performance of the healthcare system and improvement of access to quality and efficient health care.

Power 2017 Vision Plan Satisfaction Report SM ranked the organization’s vision plan as the best in customer satisfaction (United Healthcare, 2018). Customer satisfaction was accessed through such parameters as communication, cost, coverage, reimbursement and customer service and the organization’s cumulative score in all the above parameters was the highest, for the fourth time in a 5 year period (United Healthcare, 2018). In spite of this impressive track record, the organization is focused on enhancing customer satisfaction even further through such ways as meeting the health and wellness needs of the customers in the best ways possible, simplification of the health care provision process while also maintaining good relations with all stakeholders. The organization also has a functional feedback channel through which customers are able to communicate with the health caregivers on any concerns.

The organization has in place periodical surveys also assess the quality of healthcare services being offered. Additionally, the airline invests in the cyclic evaluation and on-going training as means to increase the productivity of the staff while also enhancing the quality of service. The two entities have different ratings as pertains to customer satisfaction with United Healthcare having better customer satisfaction rankings than the Singapore Airlines whose major changes such as the removal of sleepers and replacement with a business class section as well as the introduction of slot machines have only served to increase the level of customer dissatisfaction. However, the two entities are both focused on enhancing customer satisfaction as is depicted by the fact that they have feedback channels and surveys to assess service quality and customer satisfaction.