CAHPS Commercial – Adult

Adult Enrolleess Utah Health Plan Patient Experiences Report

This report describes how satisfied health plan members are with their experiences with the care provided to them. 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.

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Commercial Health Plans

Commercial health insurance is defined as any type of health benefit not obtained from Medicare or Medicaid plans. The insurance may be employer-sponsored or privately purchased. Commercial health insurance may be provided on a fee-for-service basis or through a managed care plan.

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 percentage of members whose response was an achievement.

A composite score is calculated for each of four 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, percentages of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements.


Health Plan Rating

In the table below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presented as the percentage of members whose response was an achievement by year. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 66.6% 63.2%
Aetna Life Insurance Company (Utah) 63.2% 51.9%
Cigna 52.9% 47.7% 57.5%
Deseret Mutual 87.1% 85.1% 83.7%
Educators Mutual 55.8% 61.7% 53.9%
PEHP 69.4% 66.7% 61.7%
Regence 65.8% 61.8% 61.2%
SelectHealth Commercial 64.0% 61.9% 70.9%
Tall Tree 68.9% 68.0% 58.8%
U of U Health Plans 55.0%
United 51.4% 51.1% 54.0%
National Average 63.77% 61.41% N/A

Health Care Rating

In the table below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presented as the percentage of members whose response was an achievement by year. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 80.8% 80.7%
Aetna Life Insurance Company (Utah) 79.1% 74.6%
Cigna 72.0% 70.3% 71.4%
Deseret Mutual 87.6% 78.8% 81.4%
Educators Mutual 84.3% 74.5% 79.2%
PEHP 81.7% 74.6% 73.8%
Regence 75.8% 77.1% 80.5%
SelectHealth Commercial 77.6% 80.3% 85.3%
Tall Tree 78.7% 75.0% 75.9%
U of U Health Plans 80.3%
United 70.8% 74.2% 73.2%
National Average 77.99% 77.03% N/A

Doctor Rating

In the table below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presented as the percentage of members whose response was an achievement by year. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 88.8% 89.9%
Aetna Life Insurance Company (Utah) 86.7% 96.8%
Cigna 80.3% 80.7% 81.4%
Deseret Mutual 85.3% 84.5% 84.0%
Educators Mutual 87.3% 84.3% 87.3%
PEHP 88.2% 85.0% 85.0%
Regence 84.2% 85.4% 86.1%
SelectHealth Commercial 87.5% 85.8% 88.6%
Tall Tree 81.1% 85.6% 84.1%
U of U Health Plans 85.9%
United 85.6% 88.2% 87.2%
National Average 85.34% 84.65% N/A

Specialist Rating

In the table below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presented as the percentage of members whose response was an achievement by year. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 86.4% 88.4%
Aetna Life Insurance Company (Utah) 83.7% 81.5%
Cigna 83.3% 75.3% 78.7%
Deseret Mutual 82.8% 83.3% 80.6%
Educators Mutual 85.1% 80.5% 82.3%
PEHP 75.7% 83.3% 81.9%
Regence 87.0% 87.5% 84.9%
SelectHealth Commercial 80.2% 87.2% 85.7%
Tall Tree 80.5% 72.2% 82.1%
U of U Health Plans 82.6%
United 78.9% 86.5% 83.2%
National Average 84.41% 84.19% N/A

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Getting Care Quickly Composite

Questionnaire items which contribute to this composite:

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

In the tables below, percentages of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 89.9% 90.0%
Aetna Life Insurance Company (Utah) 92.9% 86.7%
Cigna 77.8% 84.9% 82.5%
Deseret Mutual Benefit Administrators 86.1% 85.0% 86.3%
Educators Mutual Insurance 84.6% 81.1% 86.2%
PEHP 81.1% 84.5% 80.8%
Regence 88.7% 86.1% 85.1%
SelectHealth Commercial 85.1% 84.6% 86.9%
Tall Tree 85.3% 82.4% 85.0%
U of U Employee Health Plan 85.5%
United Health Care of Utah 88.6% 81.7% 84.7%
National Average 85.20% 85.03% N/A

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 you needed?; and (2) In the last 6 months, how often did you get an appointment to see a specialist as soon as you needed?

In the tables below, percentages of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 91.6% 91.5%
Aetna Life Insurance Company (Utah) 90.4% 87.7%
Cigna 88.0% 86.4% 83.9%
Deseret Mutual Benefit Administrators 88.6% 87.5% 88.1%
Educators Mutual Insurance 86.2% 85.4% 87.2%
PEHP 87.6% 88.4% 86.8%
Regence 89.0% 87.3% 90.2%
SelectHealth Commercial 84.8% 85.7% 89.4%
Tall Tree 84.1% 86.4% 90.6%
U of U Employee Health Plan 83.2%
United Health Care of Utah 88.1% 85.4% 87.2%
National Average 86.47% 86.98% N/A

Doctor Communication Composite

Questionnaire items which contribute to this composite:

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

In the tables below, percentages of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 96.5% 97.2%
Aetna Life Insurance Company (Utah) 95.3% 96.9%
Cigna 96.2% 93.5% 95.7%
Deseret Mutual Benefit Administrators 96.1% 96.2% 96.3%
Educators Mutual Insurance 96.9% 94.6% 97.1%
PEHP 97.0% 95.0% 95.7%
Regence 95.7% 96.2% 97.0%
SelectHealth Commercial 96.0% 96.4% 97.3%
Tall Tree 97.1% 94.9% 95.4%
U of U Employee Health Plan 95.7%
United Health Care of Utah 97.6% 92.1% 96.0%
National Average 95.37% 95.34% N/A

Customer Service Composite

Questionnaire items which contribute to this composite:

(1) In the last 6 months, how often did customer service at your 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 health plan treat you with courtesy and respect?

In the tables below, percentages of positive responses are reported as achievement scores. Responses of “Usually” or “Always” are considered achievements. Only rates for plans which currently operate in the state of Utah are included.

Plan 2019 2017 2015
Aetna Health of Utah, Inc. 89.0% 85.0%
Aetna Life Insurance Company (Utah) 91.1% 82.8%
Cigna 84.4% 87.8% 84.8%
Deseret Mutual Benefit Administrators 94.5% 96.8% 93.9%
Educators Mutual Insurance 89.3% 90.9% 87.8%
PEHP 92.2% 92.9% 91.4%
Regence 90.0% 93.0% 87.7%
SelectHealth Commercial 90.3% 90.0% 91.5%
Tall Tree 89.0% 90.7% 87.0%
U of U Employee Health Plan 82.8%
United Health Care of Utah 85.0% 83.1% 82.7%
National Average 89.25% 88.16% N/A

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Data Note: Data represented in these tables represents data collected Jan-June of the survey year, asking respondents about their care in the previous 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 and has been suppressed.

 

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Content updated November 2020