In a recent STAT News article, Goodroot CEO Michael Waterbury reflects on his journey in healthcare and the pressing need for systemic change. The article highlights how UnitedHealthcare, the largest health insurer in the U.S., is facing intense scrutiny over its claims handling practices. As a result, patients—health plan customers—often feel unheard, undervalued, and exploited. Even worse, some are forced to forgo necessary, life-saving care.
While challenges in healthcare are vast, Waterbury outlines three impactful steps health plans can take right now to rebuild trust and create meaningful change. Here’s an excerpt from the article:
Recent headlines and social media feeds are filled with stories of rising premiums and out-of-pocket costs, denied claims, and families being crushed by medical bills. The entire health care community was shocked and saddened by the tragic incident involving United Healthcare’s CEO. While the reasons behind this tragedy remain unclear, the public reaction laid bare a deeper truth: People feel abandoned by the very institutions meant to protect them. The incident became a flashpoint, amplifying the cries of a system that is failing its members and crippling employers.
I worked with the leaders of these organizations. They are good people — kind, compassionate, and driven by a desire to succeed. It’s not them — it’s the system. A system so deeply entrenched in prioritizing profits over people that even the best intentions are swallowed by its machinery. Violence is never the answer, but the anger and desperation behind it cannot be ignored. Health plan leaders need to take accountability for what’s broken. If they want to stem the tide of resentment, they must act — now.
The health care industry is at a breaking point. Patients — health plan customers — feel unheard, undervalued, and exploited. In the current model, the shareholders always win. Insurance companies report record-breaking profits year after year — in 2023, UnitedHealth raked in $32.4 billion; CVS Health (Aetna): $8.4 billion; Cigna: $5.4 billion; Elevance Health (formerly Anthem): $6 billion. Meanwhile, their members often skip care or forgo other essential expenses like food to afford lifesaving treatments. It’s no wonder there’s widespread outrage. Over the past decade, deductibles have skyrocketed by 63%, and premiums by 19% — far outpacing the 12% growth in worker earnings. Meanwhile, steadily climbing coinsurance rates have left families shouldering an increasingly overwhelming share of health care expenses.
Leaders in the industry have responded to this crisis by fortifying their silos, blaming external factors, and dismissing critics as unreasonable or “crazy.” Early in my career, I felt the same way. I wanted to win — to defend my decisions, push back against criticism and focus on what was within my control. But I learned that true leadership isn’t about avoidance. It’s about facing the frustration head-on. Acknowledging the pain and challenges of members isn’t a sign of weakness — it’s the first step toward rebuilding trust and creating real solutions.
There’s no shortage of challenges to tackle in health care, but here are three quick, impactful steps health plans can take right now to start restoring trust and demonstrating leadership:
