CAHPS Medicaid

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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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

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
SelectHealth Medicaid 18.06 81.94
National Average 22.44 77.56
Healthy U 24.62 75.38
Steward Health Choice 29.38 70.62
Utah FFS 29.7 70.3
Molina Medicaid 30.14 69.86

Health Care Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Steward Health Choice 19.54 80.46
Healthy U 20.38 79.62
SelectHealth Medicaid 22.4 77.6
National Average 24.65 75.35
Utah FFS 26.09 73.91
Molina Medicaid 30.56 69.44

Doctor Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Steward Health Choice 11.11 88.89
Utah FFS 13.45 86.55
SelectHealth Medicaid 14.20 85.80
Healthy U 15.13 84.87
National Average 17.90 82.10
Molina Medicaid 18.40 81.60

Specialist Rating

Plan % Rating of 0-7, Below Achievement % Rating of 8-10, Achievement
Healthy U 12.35 87.65
Utah FFS 13.48 86.52
Steward Health Choice 17.31 82.69
SelectHealth Medicaid 17.59 82.41
National Average 17.71 82.29
Molina Medicaid 23.64 76.36

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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
HealthyU 1,350 263 14.72% 85.3%
SelectHealth Medicaid 1,350 334 16.27% 83.7%
Utah FFS 1,350 283 17.44% 82.6%
National Average 82.0%
Molina Medicaid 1,350 227 19.51% 80.5%
Steward Health Choice 1,350 182 20.00% 80.0%

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
SelectHealth Medicaid 1,350 337 14.08% 85.9%
HealthyU 1,350 292 16.01% 84.0%
Utah FFS 1,350 307 16.08% 83.9%
Steward Health Choice 1,350 200 16.21% 83.8%
Molina Medicaid 1,350 237 17.40% 82.6%
National Average 82.5%

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?

Plan Total # of Respondents Number of Respondents Analyzed % Sometimes or Never % Usually or Always
Utah FFS 1,350 242 3.95% 96.1%
Steward Health Choice 1,350 153 4.44% 95.6%
SelectHealth Medicaid 1,350 290 7.98% 92.0%
National Average 92.0%
HealthyU 1,350 240 9.25% 90.7%
Molina Medicaid 1,350 193 10.47% 89.5%

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
SelectHealth Medicaid 1,350 115 10.11% 89.9%
National Average 88.8%
HealthyU 1,350 109 13.02% 87.0%
Steward Health Choice 1,350 75 14.00% 86.0%
Utah FFS 1,350 81 19.93% 80.1%
Molina Medicaid 1,350 84 21.34% 78.7%

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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