Health Plan Report Card

The Health Plan Report Card lets members compare contracted health plans by line of business. This is to let you know, on average:

  • The quality of care members enrolled in each health plan receive,
  • How satisfied members are with their enrolled health plan, and
  • How well the member’s enrolled health plan met their expectations.

AHCCCS Complete Care (ACC)

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
October
November
December
 Abandonment Rate
October
November
December
Care 1st
10
8
12
1.2%
1.1%
1.6%
Health Choice Arizona
7.9
10.3
11.8
0.01%
0.12%
0.15%
Arizona Complete Health
13
13
18
3.0%
2.0%
1.0%
Magellan Complete Care
11
11
11
3.0%
1.9%
2.9%
Mercy Care
16
16
15
1.1%
1.0%
1.3%
United Healthcare
12
14
13
0.76%
0.67%
0.70%
Banner University Family Care
27.1
24.2
16.4
1.6%
1.2%
0.8%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
October
November
December
 PA Timeliness - Expedited
October
November
December
Care 1st
100%
99%
99%
100%
98%
98%
Health Choice Arizona
100%
100%
100%
99%
99%
99%
Arizona Complete Health
100%
100%
100%
96%
97%
97%
Magellan Complete Care
99%
99%
99%
97%
93%
99%
Mercy Care
99%
99%
99%
99%
98%
98%
United Healthcare
99%
99%
98%
97%
99%
99%
Banner University Family Care
94%
92%
92%
85%
83%
82%
*Last Updated 3/16/2021
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Care 1st 4 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
Health Choice Arizona (HCA) 3 Star Rating 5 Star Rating 5 Star Rating 1 Star Rating
Health Net Access (HNA) 3 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
Mercy Care Plan (MCP) 5 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
UnitedHealthcare Community Plan (UHCCP) 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
University Family Care (UFC) 3 Star Rating 5 Star Rating 5 Star Rating 4 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Care 1st 4 Star Rating 2 Star Rating 2 Star Rating 5 Star Rating 1 Star Rating
Health Choice Arizona (HCA) 1 Star Rating 2 Star Rating 4 Star Rating 1 Star Rating 2 Star Rating
Health Net Access (HNA) 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
Mercy Care Plan (MCP) 2 Star Rating 2 Star Rating 3 Star Rating 2 Star Rating 1 Star Rating
UnitedHealthcare Community Plan (UHCCP) 5 Star Rating 3 Star Rating 4 Star Rating 3 Star Rating 5 Star Rating
University Family Care (UFC) 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
*Last Updated 07/23/2018
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Care 1st 2 Star Rating 2 Star Rating 3 Star Rating 3 Star Rating
Health Choice Arizona (HCA) 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating
Health Net Access (HNA) 2 Star Rating 3 Star Rating 2 Star Rating 3 Star Rating
Mercy Care Plan (MCP) 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
UnitedHealthcare Community Plan (UHCCP) 5 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
University Family Care (UFC) 4 Star Rating 5 Star Rating 5 Star Rating 5 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Care 1st 1 Star Rating 3 Star Rating 4 Star Rating 4 Star Rating 1 Star Rating
Health Choice Arizona (HCA) 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Health Net Access (HNA) 2 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
Mercy Care Plan (MCP) 4 Star Rating 4 Star Rating 4 Star Rating 2 Star Rating 1 Star Rating
UnitedHealthcare Community Plan (UHCCP) 4 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
University Family Care (UFC) 5 Star Rating 4 Star Rating 5 Star Rating 4 Star Rating 3 Star Rating
*Last Updated 07/23/2018
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Banner University Family Care (BUFC) No N/A N/A
Care 1st No N/A N/A
Health Choice Arizona (HCA) Yes NCQA - Provisional March 30, 2022
Arizona Complete Health - Complete Care Plan (AzCH-CCP) No N/A N/A
Magellan Complete Care (MCC) No N/A N/A
Mercy Care No N/A N/A
UnitedHealthcare Community Plan (UHCCP) No N/A N/A

Mercy Care Department of Child Safety (DCS) Comprehensive Health Plan (CHP)*

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
October
November
December
 Abandonment Rate
October
November
December
Comprehensive Medical and Dental
Program (CMDP)
21
24
29
2.56%
1.52%
2.25%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
October
November
December
 PA Timeliness - Expedited
October
November
December
Comprehensive Medical and Dental Program (CMDP)
100%
100%
100%
100%
100%
100%
*Last Updated 3/16/2021
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Comprehensive Medical and Dental Program (CMDP) 1 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Comprehensive Medical and Dental Program (CMDP) 4 Star Rating 4 Star Rating 5 Star Rating 3 Star Rating 2 Star Rating
*Last Updated 07/23/2018
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Mercy Care Department of Child Safety (DCS)
Comprehensive Health Plan (CHP)* 		No N/A N/A
* Formerly known as Comprehensive Medical and Dental Program (CMDP)

Arizona Long Term Care System Elderly and Physical Disabilities (ALTCS EPD)

PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
October
November
December
 PA Timeliness - Expedited
October
November
December
United Health Care LTC
99%
99%
99%
97%
90%
88%
Mercy Care LTC
100%
100%
100%
100%
88%
100%
Banner University Family Care LTC
95%
97%
96%
87%
86%
84%
*Last Updated 3/16/2021
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Banner University Family Care (BUFC) No N/A N/A
Mercy Care No N/A N/A
UnitedHealthcare Community Plan (UHCCP) No N/A N/A

Division of Developmental Disabilities (DDD)

PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
October
November
December
 PA Timeliness - Expedited
October
November
December
Division of Developmental Disabilities (DDD)
100%
100%
99%
98%
96%
99%
*Last Updated 3/16/2021
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Division of Developmental Disabilities (DDD) No N/A N/A

Regional Behavioral Health Authority (RBHA)

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
October
November
December
 Abandonment Rate
October
November
December
Arizona Complete Health
13
13
18
3.0%
2.0%
1.0%
Health Choice Arizona
7.1
7.8
7.2
0.0%
0.0%
0.6%
Mercy Care
13
12
15
1.0%
1.0%
1.0%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
October
November
December
 PA Timeliness - Expedited
October
November
December
Arizona Complete Health
100%
100%
100%
94%
92%
94%
Health Choice Arizona
100%
99%
99%
99%
98%
99%
Mercy Care
96%
98%
98%
81%
84%
82%
*Last Updated 3/16/2021
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Mercy Maricopa Integrated Care (MMIC) 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Mercy Maricopa Integrated Care (MMIC) 2 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
*Last Updated 07/23/2018
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Arizona Complete Health - Complete Care Plan (AzCH-CCP) No N/A N/A
Health Choice Arizona (HCA) Yes NCQA - Provisional March 30, 2022
Mercy Care No N/A N/A