CAHPS Commercial – Child

Child Enrollees Utah Health Plan Patient Experiences Report

The Utah Health Data Committee is pleased to present the 2019 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 proportion 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, proportions 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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 66.2% 65.5% 57.0%  
Cigna 56.7% 60.8% 55.6% 54.12%
Deseret Mutual Benefit Administrators 77.8% 83.3% 85.5% 83.38%
Educators Mutual Insurance 61.1% 62.9% 60.5% 58.11%
PEHP 63.6% 72.2% 69.7% 65.49%
Regence 72.3% 75.8% 69.7% 66.07%
SelectHealth Commercial 75.5% 70.8% 61.2% 56.97%
University of Utah Health Plans ** 60.9% 55.3%  
United Health Care of Utah 57.0% 70.3% 63.2% 55.20%
State Average 67.2% 69.9% 65.2% 63.8%

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 87.2% 86.2% 84.8%  
Cigna 85.4% 84.5% 86.7% 86.23%
Deseret Mutual Benefit Administrators 89.3% 90.0% 92.2% 89.23%
Educators Mutual Insurance 91.7% 92.6% 89.1% 90.99%
PEHP 80.4% 89.8% 86.2% 85.36%
Regence 88.4% 94.3% 85.6% 83.33%
SelectHealth Commercial ** 93.8% 88.8% 89.81%
University of Utah Health Plans ** 88.4% 84.0%  
United Health Care of Utah ** 92.0% 85.2% 86.70%
State Average 86.5% 89.0% 87.4% 86.9%

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 90.3% 95.6% 92.2%  
Cigna 93.0% 93.3% 92.1% 87.57%
Deseret Mutual Benefit Administrators 91.1% 92.7% 92.5% 90.74%
Educators Mutual Insurance 94.6% 94.5% 92.9% 96.31%
PEHP 92.3% 97.0% 92.4% 91.47%
Regence 93.2% ** 91.3% 92.31%
SelectHealth Commercial 95.0% 95.9% 93.0% 92.89%
University of Utah Health Plans ** 89.4% 90.7%  
United Health Care of Utah 91.2% 94.0% 89.9% 91.80%
State Average 92.2% 93.6% 92.1% 91.7%

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) ** 88.1% 87.2%  
Cigna ** 82.5% 82.1% 80.49%
Deseret Mutual Benefit Administrators 79.8% 82.7% 88.8% 81.82%
Educators Mutual Insurance ** 87.8% 80.0% 77.94%
PEHP ** 85.7% 87.5% 85.51%
Regence ** 84.6% 82.5% 89.06%
SelectHealth Commercial ** ** 84.4% 87.50%
University of Utah Health Plans ** 82.4% 88.4%  
United Health Care of Utah ** 79.4% 80.0% 70.50%
State Average 82.7% 84.9% 85.5% 81.9%

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?; 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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 88.7% 93.8% 96.8%  
Cigna 92.9% 96.3% 95.8% 93.0%
Deseret Mutual Benefit Administrators 93.1% 97.0% 97.2% 96.6%
Educators Mutual Insurance 89.5% 95.7% 96.3% 95.5%
PEHP 87.0% 93.4% 96.3% 93.5%
Regence 93.6% 95.5% 95.7% 92.5%
SelectHealth Commercial 87.4% 96.1% 92.7% 93.6%
University of Utah Health Plans 89.9% 94.4% 91.7%  
United Health Care of Utah 90.8% 92.2% 95.1% 92.8%
State Average 90.4% 95.0% 95.1%  

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 84.9% 91.8% 92.0%  
Cigna 88.3% 90.0% 92.8% 90.4%
Deseret Mutual Benefit Administrators 87.6% 90.3% 91.9% 90.0%
Educators Mutual Insurance 91.9% 92.9% 90.0% 89.0%
PEHP 85.4% 91.0% 92.0% 84.9%
Regence 88.7% 95.6% 89.4% 89.0%
SelectHealth Commercial 84.4% 90.8% 86.0% 90.6%
University of Utah Health Plans 88.9% 83.7% 91.0%  
United Health Care of Utah 83.6% 89.0% 88.4% 89.8%
State Average 87.2% 90.4% 90.5%  

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 98.3% 97.4% 98.7%  
Cigna 98.0% 98.4% 97.8% 96.1%
Deseret Mutual Benefit Administrators 97.8% 98.3% 98.4% 97.8%
Educators Mutual Insurance 98.6% 97.9% 98.1% 98.7%
PEHP 98.3% 97.6% 97.1% 98.9%
Regence 98.7% 99.1% 99.0% 99.0%
SelectHealth Commercial 99.4% 99.7% 98.7% 99.0%
University of Utah Health Plans 97.3% 97.2% 97.6%  
United Health Care of Utah 99.4% 98.1% 98.3% 96.5%
State Average 98.3% 98.0% 98.1%  

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 2022 2020 2018 2016
Aetna Life Insurance Company (Utah) 81.4% 85.9% 77.3%  
Cigna ** 93.9% 80.0% 74.3%
Deseret Mutual Benefit Administrators 87.7% 91.3% 93.2% 97.5%
Educators Mutual Insurance ** 93.9% 91.3% 90.5%
PEHP 93.1% 86.9% 93.4% 91.9%
Regence ** 88.2% 80.4% 81.4%
SelectHealth Commercial ** 87.2% 83.4% 93.0%
University of Utah Health Plans ** 91.7% 84.6%  
United Health Care of Utah ** 95.2% 78.9% 86.4%
State Average 88.8% 88.9% 84.9%  

Shared Decision Making Composite

Questionnaire items which contribute to this composite:

(1) Did you and a doctor or other health provider talk about the reasons you might want your child to take a medicine?; (2) Did you and a doctor or other health provider talk about the reasons you might not want your child to take a medicine?; and (3) When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for your child?

This composite measure is not available for 2022.

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.

  2020 % Yes 2018 % Yes 2016 % Yes
Aetna Health of Utah, Inc. 85.3% 82.6%
Aetna Life Insurance Company (Utah) 83.6% 86.4%
Cigna 90.2% 76.6% 71.4%
Deseret Mutual Benefit Administrators 83.6% 81.5% 87.5%
Educators Mutual Insurance 81.7% 84.3% 75.1%
PEHP 84.7% 86.0% 83.6%
Regence 87.7% 85.8% 86.9%
SelectHealth Commercial 85.7% 85.1% 82.7%
Tall Tree Administrators 81.9% 90.6% 79.4%
University of Utah Health Plans 82.2% 87.6%
United Health Care of Utah 87.9% 80.6% 82.1%
State Average 84.64% 84.17% %

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.

† National averages are not available for commercial plans for the child survey. State averages were calculated and are listed here for reference only.

* Due to small numerators, please interpret results with caution.

** Due to a small sample size, this plan’s data did not meet reporting requirements.