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Complete Health Indicator Report of Managed Care (CAHPS) Survey: Patient Ratings of Health Plan Experience

Definition

This indicator includes graphs showing the percentage of survey respondents who reported positive experiences with their health plan.

Numerator

Number of survey respondents who rated their health plan experience an 8, 9, or 10 on a scale of 0 (worst health plan possible) to 10 (best health plan possible).

Denominator

Number of survey respondents in Utah's Medicaid and commercial health plans.

Why Is This Important?

Experience is not the same as satisfaction. Patient experience surveys such as CAHPS sometimes are mistaken for customer satisfaction surveys. Patient experience surveys focus on how patients experienced or perceived key aspects of their care, not how satisfied they were with their care. Patient experience surveys such as CAHPS focus on asking patients whether or how often they experienced critical aspects of health care, including communication with their doctors, understanding their medication instructions, and the coordination of their health care needs. They do not focus on amenities. The Utah Department of Health and Human Services Office of Research and Evaluation implements and administers several different patient experience surveys. These surveys ask patients (or in some cases their families) about their experiences with, and ratings of, their health care providers and plans, including hospitals, home health care agencies, doctors, and health and drug plans, among others. The surveys focus on matters that patients themselves say are important to them and for which patients are the best and/or only source of information.

Other Objectives

Healthy People 2020 Objective AHS-6.1[[br]] Reduce the proportion of persons who are unable to obtain or delay in obtaining necessary medical care, dental care, or prescription medicines[[br]] '''U.S. Target:''' 9.0 percent

What Is Being Done?

The Department of Health and Human Services Office of Research and Evaluation produces and releases a "Patient Experience Report of Utah Health Plans" every year with updated CAHPS survey results and other HEDIS (Healthcare Effectiveness Data and Information Set) measures. These can be viewed and downloaded at [https://stats.health.utah.gov/about-the-data/healthcare-facility-data/].

Health Program Information

The Consumer Assessment of Health Plans Survey (CAHPS) assesses satisfaction levels of health plan enrollees' experiences. CAHPS surveys follow scientific principles in survey design and development. The surveys are designed to reliably assess the experiences of a large sample of patients. They use standardized questions and data collection protocols to ensure that information can be compared across health care settings. CAHPS surveys are developed with broad stakeholder input, including a public solicitation of measures and a technical expert panel, and the opportunity for anyone to comment on the survey through multiple public comments period through the Federal Register. In Utah, the survey is administered annually by the Utah Department of Health and Human Services, Healthcare Information and Analysis Programs.


Related Indicators

Related Health Care System Factors Indicators:




Graphical Data Views

Percentage of Enrollees in Medicaid and Commercial Health Plans Who Rated Their Health Plan Experience an 8, 9, or 10, Utah and U.S. Children, 2010-2023

::chart - missing::

Medicaid vs. Commercial PlansPercentage of Respondents for Children
Record Count: 22
Traditional Medicaid, Utah Average201083.9%
Traditional Medicaid, Utah Average201284.5%
Traditional Medicaid, Utah Average201484.7%
Traditional Medicaid, Utah Average201685.3%
Traditional Medicaid, Utah Average201885.5%
Traditional Medicaid, Utah Average202083.6%
Traditional Medicaid, Utah Average202184.6%
Traditional Medicaid, Utah Average202285.8%
Traditional Medicaid, Utah Average202387.9%
Commercial Plans, Utah Average201663.8%
Commercial Plans, Utah Average201865.2%
Commercial Plans, Utah Average202069.9%
Commercial Plans, Utah Average202267.2%
Traditional Medicaid, U.S. Average201070.6%
Traditional Medicaid, U.S. Average201283.7%
Traditional Medicaid, U.S. Average201474.7%
Traditional Medicaid, U.S. Average201684.7%
Traditional Medicaid, U.S. Average201877.0%
Traditional Medicaid, U.S. Average202086.4%
Traditional Medicaid, U.S. Average202186.6%
Traditional Medicaid, U.S. Average202286.0%
Traditional Medicaid, U.S. Average202386.2%

Data Notes

Until 2021, odd-year surveys were for adult enrollees of Utah health plans, while the even-year surveys were for child enrollees. Starting in 2021, all Medicaid plans are reporting both their adult and child populations each year while commercial plans continue every other year. Medicaid is a source of health insurance coverage for Utah's vulnerable populations. Medicaid is a state and federal program that pays for medical services for low-income pregnant women, children, individuals who are elderly or have a disability, parents, and women with breast or cervical cancer. To qualify, these individuals must meet income and other eligibility requirements. 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.   [[br]] [[br]] The percentage of respondents who rated their child's health plan experience an 8, 9, or 10 was calculated for Medicaid and commercial plans to derive the values presented. Values for commercial plans are available from 2016 forward. U.S. Averages are not available for commercial plans.

Data Source

Consumer Assessment of Health Plans Survey, Healthcare Information & Analysis Programs, Office of Research & Evaluation, Utah Department of Health and Human Services


Percentage of Enrollees in Medicaid or Commercial Health Plans Who Rated Their Health Plan Experience an 8, 9, or 10, Utah and U.S. Adults, 2011-2023

::chart - missing::

Medicaid vs. Commercial PlansPercentage of Adult Respondents
Record Count: 30
Traditional Medicaid, Utah Average201171.8%
Traditional Medicaid, Utah Average201372.6%
Traditional Medicaid, Utah Average201573.3%
Traditional Medicaid, Utah Average201772.7%
Traditional Medicaid, Utah Average201974.1%
Traditional Medicaid, Utah Average202174.1%
Traditional Medicaid, Utah Average202274.4%
Traditional Medicaid, Utah Average202374.9%
Commercial Plans, Utah Average201157.1%
Commercial Plans, Utah Average201355.9%
Commercial Plans, Utah Average201560.1%
Commercial Plans, Utah Average201761.6%
Commercial Plans, Utah Average201963.8%
Commercial Plans, Utah Average202170.4%
Commercial Plans, Utah Average202366.4%
Traditional Medicaid, U.S. Average201172.4%
Traditional Medicaid, U.S. Average201373.5%
Traditional Medicaid, U.S. Average201585.1%
Traditional Medicaid, U.S. Average201775.9%
Traditional Medicaid, U.S. Average201977.6%
Traditional Medicaid, U.S. Average202178.3%
Traditional Medicaid, U.S. Average202278.0%
Traditional Medicaid, U.S. Average202377.7%
Commercial Plans, U.S. Average201162.4%
Commercial Plans, U.S. Average201363.2%
Commercial Plans, U.S. Average201564.7%
Commercial Plans, U.S. Average201760.4%
Commercial Plans, U.S. Average201963.8%
Commercial Plans, U.S. Average202168.2%
Commercial Plans, U.S. Average202365.3%

Data Notes

Until 2021, odd-year surveys were for adult enrollees of Utah health plans, while the even-year surveys were for child enrollees. Starting in 2021, all Medicaid plans are reporting both their adult and child populations each year while commercial plans continue every other year. Medicaid is a source of health insurance coverage for Utah's vulnerable populations. Medicaid is a state and federal program that pays for medical services for low-income pregnant women, children, individuals who are elderly or have a disability, parents, and women with breast or cervical cancer. To qualify, these individuals must meet income and other eligibility requirements. 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.   [[br]] [[br]] The percentage of respondents who rated their health plan experience an 8, 9, or 10 was calculated for Medicaid and commercial plans to derive the values presented. Values for commercial plans are available from 2015 forward. U.S. Averages are not available for commercial plans.

Data Source

Consumer Assessment of Health Plans Survey, Healthcare Information & Analysis Programs, Office of Research & Evaluation, Utah Department of Health and Human Services

References and Community Resources

Utah Department of Health and Human Services, Office of Research & Evaluation, Healthcare Information & Analysis Programs: [http://stats.health.utah.gov/about-the-data/health-plan-quality/] [[br]] [[br]] Centers for Medicare & Medicaid Services: [https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/]

More Resources and Links

Evidence-based community health improvement ideas and interventions may be found at the following sites:
  • Centers for Disease Control and Prevention (CDC) WONDER Database, a system for disseminating public health data and information.
  • United States Census Bureau data dashboard.
  • Utah healthy Places Index, evidence-based and peer-reviewed tool, supports efforts to prioritize equitable community investments, develop critical programs and policies across the state, and much more.
  • County Health Rankings
  • Kaiser Family Foundation's StateHealthFacts.org
  • Medical literature can be queried at PubMed library.



Page Content Updated On 02/29/2024, Published on 03/26/2024
The information provided above is from the Utah Department of Health and Human Services IBIS-PH web site (http://ibis.health.state.gov). The information published on this website may be reproduced without permission. Please use the following citation: " Retrieved Fri, 29 March 2024 7:18:22 from Utah Department of Health and Human Services, Indicator-Based Information System for Public Health Web site: http://ibis.health.state.gov ".

Content updated: Tue, 26 Mar 2024 13:51:01 MDT