Children with Chronic Conditions Quality and Access of Care

Performance measures represent two to four questions asked in the survey. These questions are on a scale that includes "never", "sometimes", "usually", and "always". The charts show the percentage of members who gave their plan a score of "usually" or "always" on these performance measures.

REMEMBER: Differences between HMOs may be caused by differences in performance OR by differences in data collection.

Higher HMO score is significantly above the average for Utah State HMOs
     Average HMO score is neither higher nor lower than the Utah State HMOs average
        Lower HMO score is significantly below the average for Utah State HMOs

Getting Care Quickly

CHIP	Commercial	Medicaid	State Average
84.6%	81.6%	78.8%	81.7%

 

 

 

Questions that make up: Getting Care Quickly

• In the last 12 months, when you called during regular office hours, how often did you get the help or advice you needed for your child?
• In the last 12 months, when your child needed care right away for an illness, injury, or condition, how often did your child get care as soon as you wanted?
• In the last 12 months, not counting times you needed health care right away, how often did your child get an appointment for health care as soon as you wanted?
• In the last 12 months, how often was your child taken to the exam room within 15 minutes of his or her appointment?

 

Helpful Office Staff

CHIP	Commercial	Medicaid	State Average
94.6%	96.5%	93.1%	94.7%

 

 

 

 

Questions that make up: Courteous/ Helpful Office Staff

• In the last 12 months, how often did office staff at your child’s doctor’s office or clinic treat you and your child with courtesy and respect?
• In the last 12 months, how often were office staff at your child’s doctor’s office or clinic as helpful as you thought they should be?

 

How Well Doctors Communicate

CHIP	Commercial	Medicaid	State Average
94.1%	95.9%	92.6%	94.2%

 

 

 

 

Questions that make up: How Well Doctors Communicate

• In the last 12 months, how often did your child's doctors or other health providers listen carefully to you?
• In the last 12 months, how often did your child's doctors or other health providers explain things in a way you could understand?
• In the last 12 months, how often did your child's doctors or other health providers show respect for what you had to say?
• In the last 12 months, how often did doctors or other health providers explain things in a way your child could understand?

 

Shared Decision Making

CHIP	Commercial	Medicaid	State Average
83.2%	87.2%	84.6%	85.0%

 

 

 

 

Questions that make up: Shared Decision Making

• When decisions were made in the last 12 months, how often did your child's doctors or other health providers offer you choices about your child's health care?
• When decisions were made in the last 12 months, how often did your child's doctors or other health providers discuss with you the good and bad things about each of the different choices you were given?
• When decisions were made in the last 12 months, how often did your child's doctors or other health providers ask you to tell them what choices you prefer?
• When decisions were made in the last 12 months, how often did your child's doctors or other health providers involve you as much as you wanted?

 

Customer Service Experience

CHIP	Commercial	Medicaid	State Average
68.1%	65.3%	58.9%	64.1%

 

 

 

 

Questions that make up: Customer Service

• In the last 12 months, how much of a problem, if any, was it to find or understand this information (in written material or on the Internet)?
• In the last 12 months, how much of a problem, if any, was it to get the help you needed when you called your child's health plan's customer service?
• In the last 12 months, how much of a problem, if any, did you have with paperwork for your child's health plan?
  

 

Getting Needed Care

CHIP	Commercial	Medicaid	State Average
67.9%	68.5%	69.0%	68.5%

 

 

 

 

Questions that make up: Getting Needed Care

• Since your child joined his or her health plan, how much of a problem, if any, was it to get a personal doctor or nurse for your child you are happy with?
• In the last 12 months, how much of a problem, if any, was it to see a specialist that your child needed to see?
• In the last 12 months, how much of a problem, if any, was it to get the care, tests, or treatment you or a doctor believed necessary?
• In the last 12 months, did you need approval from your child’s health plan for any care, tests, or treatment?
  OR
• In the last 12 months, how much of a problem, if any, were delays in health care while you waited for approval from your child’s health plan?

 

Getting Needed Information

CHIP	Commercial	Medicaid	State Average
88.6%	93.8%	87.7%	90.0%

 

 

 

 

Questions that make up: Getting Needed Information

• In the last 12 months, how often did your child's doctors or other health providers make it easy for you to discuss your questions or concerns?
• In the last 12 months, how often did you get the specific information you needed from your child's doctors and other health providers?
• In the last 12 months, how often did you have your questions answered by your child's doctors or other health providers?

 

Access to Prescription Medications

CHIP	Commercial	Medicaid	State Average
83.5%	80.2%	82.3%	82.0%

 

 

 

 

Questions that make up: Access to Prescription Medications

• In the last 12 months, how much of a problem, if any, was it to get your child's prescription medicine?

 

Access to Specialized Services

CHIP	Commercial	Medicaid	State Average
55.6%	57.5%	69.6%	60.9%

 

 

 

 

Questions that make up: Access to Specialized Services

• In the last 12 months, how much of a problem, if any, was it to get special medical equipment for your child?
• In the last 12 months, how much of a problem, if any, was it to get special therapy for your child (physical, occupational, or speech)?
• In the last 12 months, how much of a problem, if any, was it to get this treatment or counseling for your child (for an emotional, developmental, or behavioral problem)?

 

Coordination of Care

CHIP	Commercial	Medicaid	State Average
75.0%	73.9%	73.1%	74.0%

 

 

 

 

Questions that make up: Coordination of Care

• In the last 12 months, did you get the help you needed from your child's doctors or other health providers in contacting your child's school or daycare?
• In the last 12 months, did anyone from your child's health plan, doctor's office or clinic help coordinate your child's care among these different providers or services?