Optum/Change Healthcare Merger
16 August 22
| Boyd Stewart and Sam Eaquinto
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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Manager
Relationship
Optum is proactive. They are good at providing updates and are...
Manager
Relationship
Optum’s support is good. When we call them, we get a live person right...
Manager
Relationship
I would knock Optum’s support score down a notch because depending on...
Manager
Loyalty, Product
Change Healthcare, or Optum, started out as McKesson. The vendor has...
Manager
Culture, Relationship
We were contacted by Optum because we are on an older version of...
Manager
Loyalty
I would buy Cardiology Solutions again. It is Optum’s biggest...
Manager
Relationship
Large organizations should have their own support folks who handle the...
Manager
Relationship, Product, Value
From a security perspective, Optum includes a lot of additional...
Director
Relationship
Optum has a service that continually monitors the system. That is...
Director
Relationship, Operations, Product
We have had a lot of problems with the system since our...