The ‘Thoughtful Redesign’ of Group Health: How Patients Drove Major Changes for Nonprofit

Group Health Cooperative estimates a $1.8 billion increase in revenue since 2012, in part due to CEO Scott Armstrong’s “thoughtful redesign” process. Since his appointment two years ago, Armstrong reduced the company’s management by 20 to 30 percent and used the additional revenue to lower member premiums. Group Health has also engaged in a new CareClinics business model, which allows patients to see Group Health providers at Bartell Drug stores. These changes are underscored by a company-wide initiative to focus more on patients’ wants and needs.