2010 Health Plan Consumer Satisfaction Report for Utah Commercial HMOs, PPOs, and Medicaid & CHIP Health Plans (CAHPS) <
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This section 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 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 that submitted proposals for this project. The samples chosen included only children aged 0 to 18 who had been enrolled with the health plans. The survey vendor selected a random sample from each health plan’s enrollment database. Selected enrollees were mailed a survey questionnaire in February of 2010 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 2010. A total of 1,409 enrollees in commercial HMOs, 1,895 enrollees in Medicaid health plans, 1,248 enrollees in CHIP HMOs, and 3,184 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 NCQA’s 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.