CAHPS Commercial – Adult

Adult Enrollees 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.

Commercial Health Plans

Commercial health insurance is defined as any type of health benefit not obtained from Medicare or Medicaid plans. The insurance may be employer-sponsored or privately purchased. Commercial health insurance may be provided on a fee-for-service basis or through a managed care plan.

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 percentage 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, percentages 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 2023 2021 2019 2017 2015
Aetna Life Ins. Co. (Utah) 67.1% 66.8% 63.2% 51.9%
Cigna 51.7% 54.3% 52.9% 47.7% 57.5%
Deseret Mutual Benefit Administrators 80.9% 83.6% 87.1% 85.1% 83.7%
Educators Mutual Insurance 62.8% 68.7% 55.8% 61.7% 53.9%
PEHP 69.4% 72.5% 69.4% 66.7% 61.7%
Regence 68.9% 73.3% 65.8% 61.8% 61.2%
SelectHealth Commercial 58.7% 73.8% 64.0% 61.9% 70.9%
United Health Care of Utah 61.2% 59.7% 51.4% 51.1% 54.0%
University of Utah Health Plans 62.8% 66.4% 55.0%
National Average 65.3% 68.2% 63.8% 61.4% N/A

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 2023 2021 2019 2017 2015
Aetna Life Ins. Co. (Utah) 74.3% 80.7% 79.1% 74.6%
Cigna 68.8% 76.4% 72.0% 70.3% 71.4%
Deseret Mutual Benefit Administrators 79.9% 84.0% 87.6% 78.8% 81.4%
Educators Mutual Insurance 69.7% 81.6% 84.3% 74.5% 79.2%
PEHP 78.9% 79.2% 81.7% 74.6% 73.8%
Regence 75.2% 80.2% 75.8% 77.1% 80.5%
SelectHealth Commercial 78.0% 84.3% 77.6% 80.3% 85.3%
United Health Care of Utah 74.8% 76.0% 70.8% 74.2% 73.2%
University of Utah Health Plans 73.7% 83.3% 80.3%
National Average 75.2% 80.1% 78.0% 77.0% N/A

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 2023 2021 2019 2017 2015
Aetna Life Ins. Co. (Utah) 87.0% 85.5% 86.7% 96.8%
Cigna 80.7% 87.6% 80.3% 80.7% 81.4%
Deseret Mutual Benefit Administrators 86.8% 86.8% 85.3% 84.5% 84.0%
Educators Mutual Insurance 89.7% 88.7% 87.3% 84.3% 87.3%
PEHP 90.9% 84.7% 88.2% 85.0% 85.0%
Regence 86.8% 87.3% 84.2% 85.4% 86.1%
SelectHealth Commercial 78.2% 86.6% 87.5% 85.8% 88.6%
United Health Care of Utah 79.7% 82.5% 85.6% 88.2% 87.2%
University of Utah Health Plans 82.9% 88.5% 85.9%
National Average 84.7% 86.2% 85.3% 84.7% N/A

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 2023 2021 2019 2017 2015
Aetna Life Insurance Company (Utah) 82.2% 86.5% 83.7% 81.5%
Cigna 76.0% 76.6% 83.3% 75.3% 78.7%
Deseret Mutual Benefit Administrators 83.7% 87.4% 82.8% 83.3% 80.6%
Educators Mutual Insurance 81.9% 83.2% 85.1% 80.5% 82.3%
PEHP 79.4% 85.9% 75.7% 83.3% 81.9%
Regence 84.0% 86.2% 87.0% 87.5% 84.9%
SelectHealth Commercial 83.5% 88.2% 80.2% 87.2% 85.7%
United Health Care of Utah 81.9% ** 78.9% 86.5% 83.2%
University of Utah Health Plans 89.7% 79.3% 82.6%
National Average 84.0% 86.5% 84.4% 84.2% N/A

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 it?; 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 2023 2021 2019 2017 2015
Aetna Life Insurance Company (Utah) 82.1% 93.1% 92.9% 86.7%
Cigna 82.2% 82.3% 77.8% 84.9% 82.5%
Deseret Mutual Benefit Administrators 84.8% 88.9% 86.1% 85.0% 86.3%
Educators Mutual Insurance 81.5% 85.7% 84.6% 81.1% 86.2%
PEHP 83.0% 85.0% 81.1% 84.5% 80.8%
Regence 82.3% 88.0% 88.7% 86.1% 85.1%
SelectHealth Commercial 82.7% 87.1% 85.1% 84.6% 86.9%
United Health Care of Utah 80.8% 87.6% 88.6% 81.7% 84.7%
University of Utah Health Plans 78.5% 92.5% 85.5%
State Average 80.0% 87.7% 85.2% 85.0% N/A

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 2023 2021 2019 2017 2015
Aetna Life Insurance Company (Utah) 85.2% 94.1% 90.4% 87.7%
Cigna 78.0% 84.9% 88.0% 86.4% 83.9%
Deseret Mutual Benefit Administrators 84.9% 88.7% 88.6% 87.5% 88.1%
Educators Mutual Insurance 80.8% 85.1% 86.2% 85.4% 87.2%
PEHP 80.6% 86.6% 87.6% 88.4% 86.8%
Regence 78.5% 91.4% 89.0% 87.3% 90.2%
SelectHealth Commercial 85.4% 87.5% 84.8% 85.7% 89.4%
United Health Care of Utah 86.2% 88.3% 88.1% 85.4% 87.2%
University of Utah Health Plans 83.1% 87.7% 83.2%
State Average 81.9% 89.3% 86.5% 87.0% N/A

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 2023 2021 2019 2017 2015
Aetna Life Insurance Company (Utah) % 95.9% 95.3% 96.9%
Cigna % 95.9% 96.2% 93.5% 95.7%
Deseret Mutual Benefit Administrators % 96.4% 96.1% 96.2% 96.3%
Educators Mutual Insurance % 97.8% 96.9% 94.6% 97.1%
PEHP % 98.0% 97.0% 95.0% 95.7%
Regence % 97.5% 95.7% 96.2% 97.0%
SelectHealth Commercial % 95.8% 96.0% 96.4% 97.3%
U of U Employee Health Plan % 97.4% 95.7%
United Health Care of Utah % 94.6% 97.6% 92.1% 96.0%
State Average % 96.4% 95.4% 95.3% N/A

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 2023 2021 2019 2017 2015
Aetna Life Insurance Company (Utah) 87.7% 91.1% 82.8%
Cigna % 86.5% 84.4% 87.8% 84.8%
Deseret Mutual Benefit Administrators % 90.8% 94.5% 96.8% 93.9%
Educators Mutual Insurance % 90.8% 89.3% 90.9% 87.8%
PEHP % 95.6% 92.2% 92.9% 91.4%
Regence % 89.7% 90.0% 93.0% 87.7%
SelectHealth Commercial % 94.3% 90.3% 90.0% 91.5%
U of U Employee Health Plan % 84.8% 82.8%
United Health Care of Utah % 85.4% 85.0% 83.1% 82.7%
State Average % 89.7% 89.3% 88.2% N/A

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.