Introduction 46 2021 Sustainability Report A Modern, High-Performing Health System Our People and Culture Environmental Health Responsible Business Practices Performance Data Advocate4Me impact 91% member satisfaction. 50%+ of members accepted social services support. Designing a system that’s easier to navigate We strive to offer a consumer-focused, seamless experience for those accessing care, whether through an annual well-visit or complex surgery. In 2021, we launched a centralized, direct-to-consumer marketplace, available to all Americans, that combines a cash pharmacy, virtual visits, diagnostics and more, to address pharmaceutical, behavioral and clinical care needs. Through our online marketplace, people can access a same-day visit with an Optum virtual care provider for as little as $55, or bundle mental health subscriptions to manage depression and anxiety for as little as $9 per month. Users can find upfront, consistent pricing for more than 900 prescription medications, receive free shipping and save up to 78% on the most commonly used medications. Once people have accessed care, they often need support to navigate the system, access health care information and make decisions. More than 15 million people nationwide are supported by UnitedHealthcare’s Advocate4Me model, which leverages data and technology to provide a simpler, personalized health care experience. Members are matched with an advocate equipped with real-time data that provides a 360-degree view of the person’s health. Artificial intelligence tools quickly review individual plan documents and provide more accurate and comprehensive information. Predictive analytics proactively identify members with social needs, allowing advocates to connect them to low- or no-cost community resources.