April 01, 2024

The 2024 Hero Kit is now available

It’s here — our 2024 United Hero Kit is available.

The Hero Kit includes everything you need to know about our United Heroes program, which recognizes in-network health care professionals for achieving high patient experience scores.

What you’ll receive

Resource Audience Description
The 2024 Patient Experience Guidebook You and your team Includes information about the United Heroes program, the patient experience scorecard, survey questions, and why patient experience matters (including resources and best practices).
Pre-visit checklist For your patients A tear-off checklist handout for your patients to fill out to make the most of their appointment.
CAHPS® and HOS1 poster  For your patients For display in your office to help your patients discuss their experience with you.
HOS treatment cards  For your patients Includes information about bladder control and fall risks, including a link and QR code to watch 2 videos.
Care coordination and HOS badge ribbons You and your team For display on your badge to remind your patients to bring up these topics.

How to become a United Hero

We’ll recognize you as a United Hero if you achieve the following target scores in 3 categories of your patient experience scorecard by the end of the year:

  • Getting needed care: 93%
  • Care coordination: 90%
  • Doctor-patient conversations: 61%

We receive these scores from surveys2 we conduct with your patients who are UnitedHealthcare® Medicare Advantage members. We share the results with you to help you understand which areas may need more attention.

Learn more

For more information, visit


If you have questions about the 2024 United Hero Kit or Patient Experience Guidebook, please contact your provider advocate.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

1The Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcomes Survey (HOS) are two surveys the Centers for Medicare & Medicaid Services (CMS) administers.
2Patient experience scores come directly from your patients through a post-visit survey containing 9 questions.


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