CAHPS Dental
Dental Enrollees Utah Health Plan Patient Experiences Report
This report describes how satisfied health plan members are with their experiences with the care provided to their child members. 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.
Prior to 2021, dental surveys were conducted for adults and children every other year. CHIP dental surveys have been collected every year.
Dental CAHPS results
The CAHPS Dental Plan Survey asks patients to report on their experiences with care and services from a dental plan, the dentists, and their staff. The Dental Plan Survey is a standardized questionnaire for enrollees in dental plans. This survey was developed for the TRICARE dental plan, but has been adapted for other uses. The data collected in 2023 is from visits which occurred in 2022.
Four rating questions assess overall member satisfaction with their experiences with their regular dentist, dental care, ease of finding a dentist, and dental plan. Response options for overall rating questions range from 0 (worst) to 10 (best).
Rating of Regular Dentist
Rating of Dental Care
Rating of Ease of Finding a Dental Provider
Rating of Dental Plan
A composite score is calculated for three domains of member experience: Care from Dentists and Staff, Access to Dental Care, and Dental Plan Costs and Services. The composite scores provide a summary assessment of how the plan performed across the domain.
Rating of regular dentist
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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 95.3% | ** | 97.8% | 92.5% | 93.7% | 97.3% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 92.5% | ** | 93.0% | |||
| Premier Access-Medicaid | 92.0% | ** | 98.8% | 88.9% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 93.2% | 93.1% | 94.4% | |||
| Premier Access-Medicaid | 93.7% | 97.6% | 96.7% | 93.8% | 93.2% |
Rating of dental care
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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 93.6% | ** | 95.1% | 94.5% | 94.4% | 94.4% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 91.1% | ** | 88.5% | |||
| Premier Access-Medicaid | 84.8% | ** | 90.8% | 88.9% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 92.4% | 94.7% | 93.6% | |||
| Premier Access-Medicaid | 91.7% | 95.5% | 94.8% | 88.9% | 89.9% |
Rating of ease of finding a dental provider*
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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 80.0% | ** | 61.5% | ** | 89.7% | 79.4% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 63.6% | ** | 66.7% | |||
| Premier Access-Medicaid | 55.6% | ** | 63.6% | 87.1% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 83.3% | ** | ** | |||
| Premier Access-Medicaid | 72.0% | ** | 37.5% | ** | 74.2% |
Rating of dental plan
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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 84.7% | ** | 79.0% | 81.7% | 80.41% | 78.8% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 74.6% | ** | 81.4% | |||
| Premier Access-Medicaid | 79.8% | ** | 74.2% | 73.68% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 87.0% | 84.4% | 92.1% | |||
| Premier Access-Medicaid | 88.8% | 81.1% | 86.6% | 85.9% | 86.5% |
Care from dentists and staff composite
Questionnaire items which contribute to this composite:
(1) In the last 12 months, how often did your regular dentist explain things in a way that was easy to understand?; (2) In the last 12 months, how often did your regular dentist listen carefully to you?; (3) In the last 12 months, how often did your regular dentist treat you with courtesy and respect?; (4) In the last 12 months, how often did your regular dentist spend enough time with you?; (5) In the last 12 months, how often did the dentists or dental staff do everything they could to help you feel as comfortable as possible during your dental work?; and (6) In the last 12 months, how often did the dentists or dental staff explain what they were doing while treating 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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 98.0% | ** | 98.0% | 96.6% | 96.4% | 97.9% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 96.0% | ** | 96.0% | |||
| Premier Access-Medicaid | 97.8% | ** | 97.8% | 94.7% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 95.7% | ** | 95.7% | |||
| Premier Access-Medicaid | 98.6% | ** | 98.6% | 96.3% | 96.2% |
Access to dental care composite
Questionnaire items which contribute to this composite:
(1) In the last 12 months, how often were your dental appointments as soon as you wanted?; (2) If you needed to see a dentist right away because of a dental emergency in the last 12 months, did you get to see a dentist as soon as you wanted?; (3) If you tried to get an appointment for yourself with a dentist who specializes in a particular type of dental care (such as root canals or gum disease) in the last 12 months, how often did you get an appointment as soon as you wanted?; (4) In the last 12 months, how often did you have to spend more than 15 minutes in the waiting room before you saw someone for your appointment?; and (5) If you had to spend more than 15 minutes in the waiting room before you saw someone for your appointment, how often did someone tell you why there was a delay or how long the delay would be?
In the table below, the component questions have three types of response formats. One is the "Never to Always" response format where "Usually" or "Always" are considered achievement responses. The other format is "Definitely Yes to Definitely No". For these questions, response options of "Definitely Yes" and "Somewhat Yes" are considered achievements. For the third type of question in this composite, achievement is defined as "Sometimes" and "Never" responses. 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.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 79.1% | ** | 79.1% | 76.0% | 82.5% | 81.2% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 80.1% | ** | 80.1% | |||
| Premier Access-Medicaid | 78.3% | ** | 78.3% | 69.6% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 80.3% | ** | 80.3% | |||
| Premier Access-Medicaid | 83.1% | ** | 83.1% | 83.2% | 80.6% |
Dental plan costs and services composite
Questionnaire items which contribute to this composite:
(1) In the last 12 months, how often did your dental plan cover all of the services you thought were covered?; (2) In the last 12 months, did your dental plan cover what you and your family needed to get done?; (3) In the last 12 months, how often did the 800 number, written materials, or website provide the information you wanted?; (4) Did this information help you find a dentist you were happy with?; (5) In the last 12 months, how often did your dental plan's customer service give you the information or help you needed?; and (6) In the last 12 months, how often did your dental plan's customer service staff treat you with courtesy and respect?
In the table below, the component questions have two types of response formats. One is the "Never to Always" response format where "Usually" or "Always" are considered achievement responses. The other format is "Definitely Yes to Definitely No". For these questions, response options of "Definitely Yes" and "Somewhat Yes" are considered achievements. Only rates for plans which currently operate in the state of Utah are included.
| CHIP | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
|---|---|---|---|---|---|---|
| Premier Access-CHIP | 82.0% | ** | 82.0% | 83.7% | 89.3% | 85.6% |
| Adult | 2023 | 2022 | 2021 | 2019 | ||
| MCNA – Medicaid | 80.9% | ** | 80.9% | |||
| Premier Access-Medicaid | 80.3% | ** | 80.3% | 82.2% | ||
| Child | 2023 | 2022 | 2021 | 2020 | 2018 | |
| MCNA – Medicaid | 87.4% | ** | 87.4% | |||
| Premier Access-Medicaid | 82.2% | ** | 82.2% | 82.8% | 92.9% |
Data Notes: Data represented in these tables represents data collected Mar-Aug of 2021.
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.
**Fewer than 11 responses exist in the numerator or fewer than 100 total responses exist for this measure at the plan level. DHHS suppresses displaying the number in this report to satisfy the Health Insurance Portability and Accountability Act (HIPPA). New reporting rule as of 2022.