CAHPS Commercial – Child

Child Enrollees 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 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 2020 2018 2016
Aetna Health of Utah, Inc. 70.3% 60.4%
Aetna Life Insurance Company (Utah) 65.5% 57.0%
Cigna 60.8% 55.6% 54.12%
Deseret Mutual Benefit Administrators 83.3% 85.5% 83.38%
Educators Mutual Insurance 62.9% 60.5% 58.11%
PEHP 72.2% 69.7% 65.49%
Regence 75.8% 69.7% 66.07%
SelectHealth Commercial 70.8% 61.2% 56.97%
Tall Tree Administrators 69.6% 73.0% 64.25%
U of U Employee Health Plan 60.9% 55.3%
United Health Care of Utah 70.3% 63.2% 55.20%
State Average 69.9% 65.2% 63.8%

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 2020 2018 2016
Aetna Health of Utah, Inc. 83.1% 85.0%
Aetna Life Insurance Company (Utah) 86.2% 84.8%
Cigna 84.5% 86.7% 86.23%
Deseret Mutual Benefit Administrators 90.0% 92.2% 89.23%
Educators Mutual Insurance 92.6% 89.1% 90.99%
PEHP 89.8% 86.2% 85.36%
Regence 94.3% 85.6% 83.33%
SelectHealth Commercial 93.8% 88.8% 89.81%
Tall Tree Administrators 89.0% 90.22%* 85.71%
U of U Employee Health Plan 88.4% 84.0%
United Health Care of Utah 92.0% 85.2% 86.70%
State Average 89.0% 87.4% 86.9%

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 2020 2018 2016
Aetna Health of Utah, Inc. 88.5% 95.5%
Aetna Life Insurance Company (Utah) 95.6% 92.2%
Cigna 93.3% 92.1% 87.57%
Deseret Mutual Benefit Administrators 92.7% 92.5% 90.74%
Educators Mutual Insurance 94.5% 92.9% 96.31%
PEHP 97.0% 92.4% 91.47%
Regence ** 91.3% 92.31%
SelectHealth Commercial 95.9% 93.0% 92.89%
Tall Tree Administrators 94.8% 91.9% 92.43%
U of U Employee Health Plan 89.4% 90.7%
United Health Care of Utah 94.0% 89.9% 91.80%
State Average 93.6% 92.1% 91.7%

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 2020 2018 2016
Aetna Health of Utah, Inc. 80.3% 87.0%
Aetna Life Insurance Company (Utah) 88.1% 87.2%
Cigna 82.5% 82.1% 80.49%
Deseret Mutual Benefit Administrators 82.7% 88.8% 81.82%
Educators Mutual Insurance 87.8% 80.0% 77.94%
PEHP 85.7% 87.5% 85.51%
Regence 84.6% 82.5% 89.06%
SelectHealth Commercial ** 84.4% 87.50%
Tall Tree Administrators 89.8% 87.8% 87.72%
U of U Employee Health Plan 82.4% 88.4%
United Health Care of Utah 79.4% 80.0% 70.50%
State Average 84.9% 85.5% 81.9%

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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 table 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 2020 2018 2016
Aetna Health of Utah, Inc. 96.3% 92.9%
Aetna Life Insurance Company (Utah) 93.8% 96.8%
Cigna 96.3% 95.8% 93.0%
Deseret Mutual Benefit Administrators 97.0% 97.2% 96.6%
Educators Mutual Insurance 95.7% 96.3% 95.5%
PEHP 93.4% 96.3% 93.5%
Regence 95.5% 95.7% 92.5%
SelectHealth Commercial 96.1% 92.7% 93.6%
Tall Tree Administrators 92.7% 94.2% 96.5%
U of U Employee Health Plan 94.4% 91.7%
United Health Care of Utah 92.2% 95.1% 92.8%
State Average 95.0% 95.1% %

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 table 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 2020 2018 2016
Aetna Health of Utah, Inc. 89.0% 89.0%
Aetna Life Insurance Company (Utah) 91.8% 92.0%
Cigna 90.0% 92.8% 90.4%
Deseret Mutual Benefit Administrators 90.3% 91.9% 90.0%
Educators Mutual Insurance 92.9% 90.0% 89.0%
PEHP 91.0% 92.0% 84.9%
Regence 95.6% 89.4% 89.0%
SelectHealth Commercial 90.8% 86.0% 90.6%
Tall Tree Administrators 90.0% 92.2% 90.7%
U of U Employee Health Plan 83.7% 91.0%
United Health Care of Utah 89.0% 88.4% 89.8%
State Average 90.4% 90.5% %

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 table 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 2020 2018 2016
Aetna Health of Utah, Inc. 97.0% 97.5%
Aetna Life Insurance Company (Utah) 97.4% 98.7%
Cigna 98.4% 97.8% 96.1%
Deseret Mutual Benefit Administrators 98.3% 98.4% 97.8%
Educators Mutual Insurance 97.9% 98.1% 98.7%
PEHP 97.6% 97.1% 98.9%
Regence 99.1% 99.0% 99.0%
SelectHealth Commercial 99.7% 98.7% 99.0%
Tall Tree Administrators 97.9% 98.7% 99.1%
U of U Employee Health Plan 97.2% 97.6%
United Health Care of Utah 98.1% 98.3% 96.5%
State Average 98.0% 98.1% %

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 table 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 2020 2018 2016
Aetna Health of Utah, Inc. 81.0% 77.2%
Aetna Life Insurance Company (Utah) 85.9% 77.3%
Cigna 93.9% 80.0% 74.3%
Deseret Mutual Benefit Administrators 91.3% 93.2% 97.5%
Educators Mutual Insurance 93.9% 91.3% 90.5%
PEHP 86.9% 93.4% 91.9%
Regence 88.2% 80.4% 81.4%
SelectHealth Commercial 87.2% 83.4% 93.0%
Tall Tree Administrators 85.1% 88.8% 86.8%
U of U Employee Health Plan 91.7% 84.6%
United Health Care of Utah 95.2% 78.9% 86.4%
State Average 88.9% 84.9% %

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?

In the table below, percentages of positive responses of “Yes” are reported as achievement scores. Only rates for plans which currently operate in the state of Utah are included.

% Yes % Yes % Yes
Aetna Health of Utah, Inc. 85.3% 82.6%
Aetna Life Insurance Company (Utah) 83.6% 86.4%
Cigna 90.2% 76.6% 71.4%
Deseret Mutual Benefit Administrators 83.6% 81.5% 87.5%
Educators Mutual Insurance 81.7% 84.3% 75.1%
PEHP 84.7% 86.0% 83.6%
Regence 87.7% 85.8% 86.9%
SelectHealth Commercial 85.7% 85.1% 82.7%
Tall Tree Administrators 81.9% 90.6% 79.4%
U of U Employee Health Plan 82.2% 87.6%
United Health Care of Utah 87.9% 80.6% 82.1%
State Average 84.64% 84.17% %

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Data Notes: Data represented in these tables represents data collected Jan-June of the survey year, asking respondents about their care in the previous calendar year.

† National averages are not available for commercial plans for the child survey. State averages were calculated and are listed here for reference only.

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

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

 

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Content updated November 2020