2009 Health Plan Consumer Satisfaction Report for Utah Commercial HMOs, PPOs, and Medicaid & CHIP Health Plans (CAHPS)
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This report presents measures from the Consumer Assessment of Health Plans Survey (CAHPS). The survey measured what enrollees thought about the health care and services they received from their health plan in the past year. Issues covered by the questionnaire include whether the enrollee had a problem getting care when he or she needed it, how well their customer service needs were met, as well as how ratings of their health plan, personal physician, specialists, and their health care.


The survey project was managed by DataStat Inc., an NCQA-certified vendor, which was chosen from among several vendors who submitted proposals for this project. One sample contained all members who were 18 years or older and enrolled in the health plan at the time of the survey were eligible to participate, this was for both the commercial and Medicaid health plans. A second sample was chosen for CHIP, this sample included all children aged 0 to 17 who had been enrolled with the health plan for 6 months. The survey vendor selected a random sample from each health planís enrollment database. Selected enrollees were mailed a survey questionnaire in February of 2008 and sent a reminder if they did not return the survey within two weeks. Follow-up phone calls with members who did not return a survey were conducted in April of 2008. A total of 1487 enrollees in commercial HMOs, 1855 enrollees in Medicaid health plans, 1348 parents of enrollees in CHIP HMOs, and 2504 enrollees in PPOs answered the survey.

The State of Utah averages are calculated using an average from all the health plans that participate in the survey, while the national averages are taken from NCQAís Quality Compass. CAHPS was developed by the U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality (AHRQ) and is used annually by HMOs and health plans nationwide. The health services research arm of the U.S. Department of Health and Human Services (HHS), complementing the biomedical research mission of its sister agency, the National Institutes of Health.