CAHPS Medicaid – Adult

Adult 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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Medicaid Health Plans

Medicaid is a source of health insurance coverage for Utah’s vulnerable populations. Medicaid is a state and federal program that pays for medical services for low-income pregnant women, children, individuals who are elderly or have a disability, parents and women with breast or cervical cancer. To qualify, these individuals must meet income and other eligibility requirements. Contact Medicaid for more information about costs and enrollment.

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

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
Healthy U 75.4% 74.2% 75.4%
Molina Medicaid 69.9% 69.8% 77.3%
SelectHealth Medicaid 81.9% 79.1% 76.2%
Steward Health Choice 70.6% 65.3% 65.8%
Utah FFS 70.3% 67.3% 66.4%
National Average 77.56% 75.88% 75.09%

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
Healthy U 79.6% 73.6% 75.6%
Molina Medicaid 69.4% 73.2% 77.8%
SelectHealth Medicaid 77.6% 79.3% 76.6%
Steward Health Choice 80.5% 73.9% 66.9%
Utah Fee For Service 73.9% 79.6% 71.4%
National Average 75.35% 74.36% 72.52%

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
Healthy U 84.9% 79.6% 81.5%
Molina Medicaid 81.6% 84.5% 87.9%
SelectHealth Medicaid 85.8% 86.0% 83.8%
Steward Health Choice 88.9% 84.1% 78.9%
Utah Fee For Service 86.6% 86.4% 82.0%
National Average 82.1% 81.18% 79.8%

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
Healthy U 87.7% 82.5% 84.1%
Molina Medicaid 76.4% 79.4% 82.0%
SelectHealth Medicaid 82.4% 84.4% 85.4%
Steward Health Choice 82.7% 83.8% 84.2%
Utah Fee For Service 86.5% 96.6% 78.8%
National Average 82.29% 81.79% 80.54%

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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
Healthy U Medicaid 85.3% 85.2% 82.1%
Molina Medicaid 80.5% 82.0% 86.9%
SelectHealth Medicaid 83.7% 83.7% 82.6%
Steward Health Choice 80.0% 84.4% 80.1%
Utah Fee For Service 82.6% 90.4% 83.5%
National Average 81.97% 81.83% 80.73%

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
Healthy U Medicaid 84.0% 85.1% 86.0%
Molina Medicaid 82.6% 82.9% 83.7%
SelectHealth Medicaid 85.9% 84.9% 85.6%
Steward Health Choice 83.8% 86.4% 84.5%
Utah Fee For Service 83.9% 87.2% 81.5%
National Average 82.48% 81.98% 80.82%

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
Healthy U Medicaid 90.7% 90.4% 89.8%
Molina Medicaid 89.5% 91.6% 93.7%
SelectHealth Medicaid 92.0% 92.5% 91.8%
Steward Health Choice 95.6% 91.9% 93.1%
Utah Fee For Service 96.1% 90.5% 93.5%
National Average 91.99% 91.38% 90.66%

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
Healthy U Medicaid 87.0% 82.7% 90.2%
Molina Medicaid 78.7% 83.0% 86.4%
SelectHealth Medicaid 89.9% 91.5% 87.5%
Steward Health Choice 86.0% 84.9% 87.5%
Utah Fee For Service 80.1% * 91.3%
National Average 88.75% 88.15% 87.11%

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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