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The survey used to gather information about how Utahns feel about their health plans comes from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. This survey measures what members thought about the health care and services they received from their health plan in the past year. Issues coved by the survey include whether the member had a problem getting care when needed, or if their customer service needs were met. The survey also has overall ratings about the members’ health plan, health care, doctor, and specialist.

For the 2016 survey, Utah contracted with DataStat Inc. to independently conduct the surveys. DataStat Inc. is a NCQA-certified vendor, which was chosen from several vendors that submitted bids to the State of Utah. Health plans had the choice of using their own NCQA-certified vendor, and some of the plans did use a vendor other than DataStat Inc.. This survey contains responses from members about the care they received over the past year. The survey vendors selected a random sample from each health plan’s enrollment database. Selected members were mailed a survey in February of 2016 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 2016.

The State of Utah averages are calculated using the health plans that have participated in the survey.