CAHPS Commercial – Adult

Adult Enrolleess 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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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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 67.8% 66.6% 63.2%
Aetna Life Ins. Co. (Utah) 66.8% 63.2% 51.9%
Cigna 54.3% 52.9% 47.7% 57.5%
Deseret Mutual Benefit Administrators 83.6% 87.1% 85.1% 83.7%
Educators Mutual Insurance 68.7% 55.8% 61.7% 53.9%
PEHP 72.5% 69.4% 66.7% 61.7%
Regence 73.3% 65.8% 61.8% 61.2%
SelectHealth Commercial 73.8% 64.0% 61.9% 70.9%
Tall Tree 73.5% 68.9% 68.0% 58.8%
U of U Employee Health Plan 66.4% 55.0%
United Health Care of Utah 59.7% 51.4% 51.1% 54.0%
National Average 68.18% 63.77% 61.41% 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 82.4% 80.8% 80.7%
Aetna Life Ins. Co. (Utah) 80.7% 79.1% 74.6%
Cigna 76.4% 72.0% 70.3% 71.4%
Deseret Mutual Benefit Administrators 84.0% 87.6% 78.8% 81.4%
Educators Mutual Insurance 81.6% 84.3% 74.5% 79.2%
PEHP 79.2% 81.7% 74.6% 73.8%
Regence 80.2% 75.8% 77.1% 80.5%
SelectHealth Commercial 84.3% 77.6% 80.3% 85.3%
Tall Tree 78.5% 78.7% 75.0% 75.9%
U of U Employee Health Plan 83.3% 80.3%
United Health Care of Utah 76.0% 70.8% 74.2% 73.2%
National Average 80.12% 77.99% 77.03% 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 89.3% 88.8% 89.9%
Aetna Life Ins. Co. (Utah) 85.5% 86.7% 96.8%
Cigna 87.6% 80.3% 80.7% 81.4%
Deseret Mutual Benefit Administrators 86.8% 85.3% 84.5% 84.0%
Educators Mutual Insurance 88.7% 87.3% 84.3% 87.3%
PEHP 84.7% 88.2% 85.0% 85.0%
Regence 87.3% 84.2% 85.4% 86.1%
SelectHealth Commercial 86.6% 87.5% 85.8% 88.6%
Tall Tree 84.2% 81.1% 85.6% 84.1%
U of U Employee Health Plan 88.5% 85.9%
United Health Care of Utah 82.5% 85.6% 88.2% 87.2%
National Average 85.34% 84.65% 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 86.6% 86.4% 88.4%
Aetna Life Insurance Company (Utah) 86.5% 83.7% 81.5%
Cigna 76.6% 83.3% 75.3% 78.7%
Deseret Mutual Benefit Administrators 87.4% 82.8% 83.3% 80.6%
Educators Mutual Insurance 83.2% 85.1% 80.5% 82.3%
PEHP 85.9% 75.7% 83.3% 81.9%
Regence 86.2% 87.0% 87.5% 84.9%
SelectHealth Commercial 88.2% 80.2% 87.2% 85.7%
Tall Tree 80.9% 80.5% 72.2% 82.1%
U of U Employee Health Plan 79.3% 82.6%
United Health Care of Utah ** 78.9% 86.5% 83.2%
National Average 86.47% 84.41% 84.19% N/A

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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 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 86.9% 89.9% 90.0%
Aetna Life Insurance Company (Utah) 93.1% 92.9% 86.7%
Cigna 82.3% 77.8% 84.9% 82.5%
Deseret Mutual Benefit Administrators 88.9% 86.1% 85.0% 86.3%
Educators Mutual Insurance 85.7% 84.6% 81.1% 86.2%
PEHP 85.0% 81.1% 84.5% 80.8%
Regence 88.0% 88.7% 86.1% 85.1%
SelectHealth Commercial 87.1% 85.1% 84.6% 86.9%
Tall Tree 88.4% 85.3% 82.4% 85.0%
U of U Employee Health Plan 92.5% 85.5%
United Health Care of Utah 87.6% 88.6% 81.7% 84.7%
State Average 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 92.7% 91.6% 91.5%
Aetna Life Insurance Company (Utah) 94.1% 90.4% 87.7%
Cigna 84.9% 88.0% 86.4% 83.9%
Deseret Mutual Benefit Administrators 88.7% 88.6% 87.5% 88.1%
Educators Mutual Insurance 85.1% 86.2% 85.4% 87.2%
PEHP 86.6% 87.6% 88.4% 86.8%
Regence 91.4% 89.0% 87.3% 90.2%
SelectHealth Commercial 87.5% 84.8% 85.7% 89.4%
Tall Tree 91.1% 84.1% 86.4% 90.6%
U of U Employee Health Plan 87.7% 83.2%
United Health Care of Utah 88.3% 88.1% 85.4% 87.2%
State Average 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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 95.7% 96.5% 97.2%
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%
Tall Tree 95.1% 97.1% 94.9% 95.4%
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 2021 2019 2017 2015
Aetna Health of Utah, Inc. 91.9% 89.0% 85.0%
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%
Tall Tree 85.5% 89.0% 90.7% 87.0%
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


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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.

 

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Content updated January 2022