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Optum/Change Healthcare Merger Optum/Change Healthcare Merger
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Optum/Change Healthcare Merger
Customer Insights 2022

author - Boyd Stewart
Boyd Stewart
author - Joshua Jensen
Joshua Jensen
author - Sam Eaquinto
Sam Eaquinto
August 16, 2022 | Read Time: 6  minutes

In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.

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Key Findings:

  1. Merger’s Impact on Healthcare Industry a Top Concern
  2. Most Customers Don’t Plan to Change Engagement
  3. Customers Want Vendor Leadership to Improve Payer/Provider Relationship
author - Natalie Hopkins
Natalie Hopkins
author - Jessica Bonnett
Jessica Bonnett
author - Isaac Burgi
Project Manager
Isaac Burgi
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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.