CAHPS CHIP

2019 Utah Health Plan Patient Experiences Report

The Utah Health Data Committee is pleased to present the 2019 Utah Health Plan Patient Experiences Report. This report describes how satisfied health plan members are with their experiences with the care provided to their children. These data come from an annual survey entitled the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. The purpose of the report is to give consumers and purchasers information they can use to make an informed decision when selecting a health plan.

return to report main page

CHIP Health Plans

The Children’s Health Insurance Program (CHIP) is a state health insurance plan for children. Depending on income and family size, working Utah families who do not have other health insurance may qualify for CHIP. Children who may qualify for CHIP must meet income guidelines and be under age 19; not currently covered by health insurance; and US citizens or legal residents. The responses in this section are from the caregivers of children enrolled in the program. Contact CHIP for more information about costs and eligibility.

There are two different types of measures for the CAHPS Survey: ratings and composite measures.

For the ratings, four questions assess overall consumer satisfaction with health care, personal doctor, specialist seen most often, and health plan. Response options for overall rating questions range from 0 (worst) to 10 (best). In the results below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presented as the proportion of members whose response was an achievement.

A composite score is calculated for each of five domains of member experience: Getting Needed Care, Getting Care Quickly, How Well Doctors Communicate, and Customer Service. The composite scores provide a summary assessment of how the plan performed across the domain. In the tables below, proportions of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements.

Health Plan Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
National Average 13.51 86.49
Molina CHIP 22.34 77.66
SelectHealth CHIP 22.65 77.35

Health Care Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
SelectHealth CHIP 9.12 90.88
National Average 12.47 87.53
Molina CHIP 13.91 86.09

Doctor Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Molina CHIP 4.72 95.28
SelectHealth CHIP 5.49 94.51
National Average 9.95 90.05

Specialist Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Molina CHIP 9.68 90.32
SelectHealth CHIP 12.09 87.91
National Average 12.55 87.45

[^ return to top]

Getting Care Quickly Composite

Questionnaire items which contribute to this composite:

(1) In the last 6 months, when your child needed care right away, how often did your child get care as soon as he or she needed?; and (2) In the last 6 months, when you made an appointment for a check-up or routine care for your child at a doctor’s office or clinic, how often did you get an appointment as soon as your child needed?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
SelectHealth CHIP 1,650 329 7.92% 92.1%
National Average 89.4%
Molina CHIP 1,650 174 13.41% 86.6%

Getting Needed Care Composite

Questionnaire items which contribute to this composite:

(1) In the last 6 months, how often was it easy to get the care, tests, or treatment your child needed?; and (2) In the last 6 months, how often did you get an appointment for your child to see a specialist as soon as you needed?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
SelectHealth CHIP 1,650 312 12.62% 87.4%
National Average 84.5%
Molina CHIP 1,650 164 13.29% 86.7%

Doctor Communication Composite

Questionnaire items which contribute to this composite:

(1) In the last 6 months, how often did your child’s personal doctor explain things about your child’s health in a way that was easy to understand?; (2) In the last 6 months, how often did your child’s personal doctor listen carefully to you?; (3) In the last 6 months, how often did your child’s personal doctor show respect for what you had to say?; and (4) In the last 6 months, how often did your child’s personal doctor spend enough time with your child?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
SelectHealth CHIP 1,650 259 2.54% 97.5%
National Average 94.0%
Molina CHIP 1,650 149 7.65% 92.4%

Customer Service Composite

Questionnaire items which contribute to this composite:

(1) In the last 6 months, how often did customer service at your child’s health plan give you the information or help you needed?; and (2) In the last 6 months, how often did customer service staff at your child’s health plan treat you with courtesy and respect?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
SelectHealth CHIP 1,650 110 12.34% 87.7%
National Average 88.4%
Molina CHIP 1,650 77 17.16% 82.8%

Shared Decision Making Composite

Questionnaire items which contribute to this composite:

(1) Did you and a doctor or other health provider talk about the reasons you might want your child to take a medicine?; (2) Did you and a doctor or other health provider talk about the reasons you might not want your child to take a medicine?; and (3) When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for your child?

Plan Total # of Respondents Number of Respondents Analyzed % Yes
SelectHealth CHIP 1,650 106 83.47%
National Average 79.36%
Molina CHIP 1,650 48 77.62%

[^ return to top]

Data Note: Data represented in these tables represents data collected Jan-June of 2019, asking respondents about their care in the 2018 calendar year.

* Due to small numerators, please interpret results with caution.

** Due to a small sample size, this plan’s data did not meet reporting requirements.

 

[return to report main page]

Content updated January 2020