CAHPS Commercial

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 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 proportion 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, 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
Deseret Mutual 12.94 87.06
PEHP 30.6 69.4
Tall Tree 31.07 68.93
Aetna Health of Utah, Inc. 33.43 66.57
Regence 34.17 65.83
SelectHealth Commercial 36.02 63.98
National Average 36.23 63.77
Aetna Life Insurance Company (Utah) 36.81 63.19
Educators Mutual 44.23 55.77
U of U Health Plans 45.03 54.97
Cigna 47.14 52.86
United 48.57 51.43

Health Care Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Deseret Mutual 12.45 87.55
Educators Mutual 15.7 84.3
PEHP 18.26 81.74
Aetna Health of Utah, Inc. 19.17 80.83
U of U Health Plans 19.75 80.25
Aetna Life Insurance Company (Utah) 20.86 79.14
Tall Tree 21.32 78.68
National Average 22.01 77.99
SelectHealth Commercial 22.38 77.62
Regence 24.2 75.8
Cigna 28.05 71.95
United 29.2 70.8

Doctor Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Aetna Health of Utah, Inc. 11.22 88.78
PEHP 11.85 88.15
SelectHealth Commercial 12.5 87.5
Educators Mutual 12.71 87.29
Aetna Life Insurance Company (Utah) 13.33 86.67
U of U Health Plans 14.07 85.93
United 14.39 85.61
National Average 14.66 85.34
Deseret Mutual 14.72 85.28
Regence 15.81 84.19
Tall Tree 18.9 81.1
Cigna 19.72 80.28

Specialist Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Regence 13.04 86.96
Aetna Health of Utah, Inc. 13.62 86.38
Educators Mutual 14.94 85.06
National Average 15.59 84.41
Aetna Life Insurance Company (Utah) 16.34 83.66
Cigna 16.67 83.33
Deseret Mutual 17.2 82.8
U of U Health Plans 17.44 82.56
Tall Tree 19.51 80.49
SelectHealth Commercial 19.85 80.15
United 21.11 78.89
PEHP 24.31 75.69

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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?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
Aetna Life Insurance Company (Utah) 1,298 280 7.06% 92.9%
Aetna Health of Utah, Inc. 1,188 320 10.10% 89.9%
Regence 2,057 321 11.26% 88.7%
United 1,210 148 11.37% 88.6%
Deseret Mutual 1,100 245 13.91% 86.1%
U of U Health Plans 1,100 151 14.46% 85.5%
Tall Tree 1,100 134 14.71% 85.3%
National Average 85.2%
SelectHealth Commercial 1,320 221 14.90% 85.1%
Educators Mutual 1,100 119 15.37% 84.6%
PEHP 1,100 207 18.93% 81.1%
Cigna 1,430 175 22.23% 77.8%

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?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
Aetna Health of Utah, Inc. 1,188 324 8.36% 91.6%
Aetna Life Insurance Company (Utah) 1,298 288 9.64% 90.4%
Regence 2,057 335 11.01% 89.0%
Deseret Mutual 1,100 282 11.39% 88.6%
United 1,210 150 11.94% 88.1%
Cigna 1,430 172 12.01% 88.0%
PEHP 1,100 231 12.44% 87.6%
National Average 86.5%
Educators Mutual 1,100 135 13.83% 86.2%
SelectHealth Commercial 1,320 232 15.20% 84.8%
Tall Tree 1,100 149 15.87% 84.1%
U of U Health Plans 1,100 168 16.78% 83.2%

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?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
United 1,210 116 2.40% 97.6%
Tall Tree 1,100 105 2.88% 97.1%
PEHP 1,100 189 3.05% 97.0%
Educators Mutual 1,100 97 3.09% 96.9%
Aetna Health of Utah, Inc. 1,188 282 3.56% 96.5%
Cigna 1,430 126 3.77% 96.2%
Deseret Mutual 1,100 199 3.90% 96.1%
SelectHealth Commercial 1,320 164 3.97% 96.0%
Regence 2,057 256 4.33% 95.7%
U of U Health Plans 1,100 121 4.35% 95.7%
National Average 95.4%
Aetna Life Insurance Company (Utah) 1,298 228 4.73% 95.3%

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?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
Deseret Mutual 1,100 172 5.54% 94.5%
PEHP 1,100 102 7.84% 92.2%
Aetna Life Insurance Company (Utah) 1,298 107 8.88% 91.1%
SelectHealth Commercial 1,320 77 9.74% 90.3%
Regence 2,057 110 10.00% 90.0%
Educators Mutual 1,100 56 10.71% 89.3%
National Average 89.3%
Tall Tree 1,100 69 11.00% 89.0%
Aetna Health of Utah, Inc. 1,188 137 11.03% 89.0%
United 1,210 67 14.97% 85.0%
Cigna 1,430 61 15.57% 84.4%
U of U Health Plans 1,100 58 17.24% 82.8%

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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.

 

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Content updated January 2020