2009 Health Plan Consumer Satisfaction Report for Utah Commercial HMOs, PPOs, and Medicaid & CHIP Health Plans (CAHPS)
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Utah Department of Health   http://health.utah.gov

Executive Director’s Office

David N. Sundwall, Executive Director
A. Richard Melton, Deputy Director
W. David Patton, Deputy Director
Barry E. Nangle, Director, Center for Health Data

Division of Health Care Financing

Michael Hales, Division Director
Nathan Checketts, Bureau of Access Director
Gail Rapp, Bureau of Managed Health Care Director
Barbara Christensen, Health Program Manager
Wanda Gutierrez, Quality Improvement Specialist
Gayleen Henderson, CHIP Program Manager
Heidi Weaver, PCN Program Manager

Division of Community and Family Health Services

George Delavan, Division Director
LaDene Larsen, Bureau Director
Nan Streeter, Bureau Director
Richard Bullough, Diabetes Program Manager

Office of Health Care Statistics

Keely Cofrin Allen, Director
Mark Gaskill, APD Program Manager
Jamie Martell, Support Services Coordinator
Mike Martin, Research Consultant
Carol Masheter, Epidemiologist
Lori Savoie, Web Developer
Sam Vanous*, HMO Health Program Manager

Utah Health Data Committee (UHDC) http://health.utah.gov/hda

Robert P. Huefner Public Health Representative (Chair)
Greg Poulsen Hospital Representative (Vice-Chair)
Kim Bateman, Physicians Representative
Bill Crim Consumer Advocacy Representative
David Call, Third Party Payer Representative
Leslie Francis, Public Health Representative
Douglas Hasbrouck, HMO Representative
Terry Haven, Consumer Advocacy Representative
Stephen Kroes, Small Business Representative
Kevin Martin, Nursing Representative
Gary Nordhoff, Public Interest Representative
Jim Wall, Business Representative

* This report was developed and written by Sam Vanous, Ph.D., developed by Lori Savoie, and was reviewed by participating Health Plans, members of the Utah Health Data Committee, Office of Health Care Statistics staff, the Utah Department of Health’s Executive Director’s Office, and many other individuals in the Utah Department of Health.

Special thanks to: Altius Health Plans, Cigna, Deseret Mutual, Aetna, Healthy U, SelectHealth, Molina HealthCare of Utah, Public Employees Health Program, HealthWise, United Healthcare, and the Division of Health Care Financing for their support and participation in this project.

Thanks to DataStat, Inc. for conducting the consumer satisfaction surveys and assisting with data analysis.

Thanks also to the staff at Westat for providing additional analysis of the national averages for this report.

The source for national data contained in this publication is Quality Compass® and is used with the permission of the National Committee for Quality Assurance (NCQA). Any analysis, interpretation, or conclusion based on these data is solely that of the authors, and NCQA specifically disclaims responsibility for any such analysis, interpretation, or conclusion. Quality Compass is a registered trademark of NCQA. CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

For more information about this and other health care reports, contact the Office of Health Care Statistics at healthcarestat@utah.gov or (801) 538-7048.