2018 — A Promise Put to the Test

In 2018, GHC-SCW launched the GHC Experience Guarantee, Wisconsin’s first and only money-back health care promise. The guarantee promised that members would feel well cared for at every visit at a GHC-SCW clinic— or they would refund their out-of-pocket costs. The initiative formalized accountability in a bold and public way. 

Also, that year, GHC-SCW earned a 5 out of 5 rating in NCQA’s Private Health Insurance Plan Ratings for 2018–2019. The Cooperative was one of only two health plans in the nation to receive the highest possible quality rating. 

But 2018 also brought unexpected challenges. On August 20, devastating regional flooding forced the closure of the Sauk Trails Clinic. The facility sustained more than $5 million in flood damage to its heating, cooling and electrical systems and required significant rebuilding to prevent future flooding. The clinic remained closed for over a year before reopening in fall 2019. 

Why it matters: Accountability builds trust, especially during adversity. In 2018, GHC-SCW demonstrated that its commitment to members extends beyond words to action, even in the face of significant challenges.