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.
Getting Care Quickly Composite
Getting Needed Care Composite
Doctor Communication Composite
Customer Service Composite
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 |
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 |
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.