UnitedHealth Group commits to improvements after independent audit, patient backlash

Core Insights - UnitedHealth Group has initiated an independent audit of its business practices and is committed to implementing improvements in three specific areas [1][4] - The company has adopted 23 ongoing action plans, with 65% expected to be completed by the end of 2025 and 100% by the end of March next year [2] - The audit results come amid efforts by private insurers to rebuild trust with the public following criticism of their practices [3] Company Actions - UnitedHealth has committed to a range of steps to enhance transparency and accountability in its operations [5][6] - The independent audit was one of the first actions taken by the new CEO, Steve Hemsley, after he assumed leadership in May [5] - The audit involved reviews by FTI Consulting and The Analysis Group, focusing on risk assessment in Medicare Advantage programs and pharmacy benefit management practices [7][8] Findings and Recommendations - The reviews found that UnitedHealth's policies are generally robust and industry-leading, but also provided recommendations for improvement [9] - Specific recommendations include enhancing escalation processes for resolving non-payment and dispute cases related to Optum Rx [10] - FTI Consulting noted that UnitedHealth performed better than peers in Medicaid and Medicare but highlighted issues with slow decision-making and documentation [11] Future Reporting - UnitedHealth plans to share findings from a review of medical records and its evidence-based medical policy processes in the coming months [12] Market Performance - Shares of UnitedHealth Group have declined over 35% this year due to rising medical costs, leadership changes, and ongoing investigations [13]