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
April
May
June
 Abandonment Rate
April
May
June
Arizona Complete Health - Complete Care Plan
30
24
25
2.97%
2.52%
2.60%
Banner-University Family Care
31
27
31
1.70%
1.60%
2.30%
Care 1st Health Plan
2
7
2
0.40%
1.10%
0.70%
Health Choice Arizona
10
10
8
0.07%
0.03%
0.04%
Mercy Care
18
20
18
1.00%
1.20%
1.10%
Molina Healthcare
11
11
11
1.05%
0.60%
0.16%
UnitedHealthcare Community Plan
17
18
12
0.68%
0.77%
0.56%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Arizona Complete Health - Complete Care Plan
100%
100%
99%
97%
99%
96%
Banner-University Family Care
99%
100%
100%
98%
98%
98%
Care 1st Health Plan
99%
100%
99%
99%
99%
96%
Health Choice Arizona
100%
100%
100%
100%
100%
99%
Mercy Care
100%
100%
99%
99%
99%
98%
Molina Healthcare
99%
99%
99%
95%
98%
94%
UnitedHealthcare Community Plan
99%
99%
99%
96%
96%
95%
*Last Updated 9/8/2022
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
Arizona Complete Health - Complete Care Plan 2 Star Rating 4 Star Rating 3 Star Rating 5 Star Rating+
Banner-University Family Care 3 Star Rating 1 Star Rating 1 Star Rating 5 Star Rating+
Care 1st Health Plan 3 Star Rating 3 Star Rating 2 Star Rating 1 Star Rating+
Health Choice Arizona 2 Star Rating 3 Star Rating 1 Star Rating 5 Star Rating+
Magellan Complete Care 1 Star Rating 1 Star Rating 1 Star Rating 2 Star Rating+
Mercy Care 5 Star Rating 3 Star Rating 4 Star Rating 5 Star Rating+
United Healthcare Community Plan 3 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating+
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Arizona Complete Health - Complete Care Plan 5 Star Rating+ 2 Star Rating+ 3 Star Rating 1 Star Rating+ 1 Star Rating+
Banner-University Family Care 2 Star Rating+ 3 Star Rating+ 2 Star Rating 2 Star Rating+ 1 Star Rating+
Care 1st Health Plan 4 Star Rating 2 Star Rating 3 Star Rating 1 Star Rating+ 1 Star Rating+
Health Choice Arizona 1 Star Rating+ 2 Star Rating+ 3 Star Rating 1 Star Rating+ 1 Star Rating+
Magellan Complete Care 2 Star Rating+ 3 Star Rating+ 2 Star Rating+ 1 Star Rating+ 3 Star Rating+
Mercy Care 3 Star Rating+ 2 Star Rating+ 5 Star Rating 1 Star Rating+ 2 Star Rating+
United Healthcare Community Plan 1 Star Rating+ 1 Star Rating+ 3 Star Rating 2 Star Rating+ 2 Star Rating+
+ Indicates fewer than 100 responses. Caution should be exercised when evaluating these results.
- Star rating based on comparison with the National Committee for Quality Assurance’s (NCQA) 2020 Quality Compass® Benchmark and Compare Quality Data as 2021 data was not available at the time the 2021 CAHPS Survey Report was drafted.
- Caution should be exercised when evaluating the results as the number of completed surveys may have been impacted by COVID-19, as well as members’ perceptions of and experiences with the health care system.
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
Arizona Complete Health - Complete Care Plan 2 Star Rating 2 Star Rating 3 Star Rating 3 Star Rating
Banner-University Family Care 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating
Care 1st Health Plan 2 Star Rating 3 Star Rating 2 Star Rating 3 Star Rating
Health Choice Arizona 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
Magellan Complete Care 5 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
Mercy Care 4 Star Rating 5 Star Rating 5 Star Rating 5 Star Rating
United Healthcare Community Plan 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
Arizona Complete Health - Complete Care Plan 1 Star Rating 3 Star Rating 4 Star Rating 4 Star Rating 1 Star Rating
Banner-University Family Care 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Care 1st Health Plan 2 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
Health Choice Arizona 4 Star Rating 4 Star Rating 4 Star Rating 2 Star Rating+ 1 Star Rating+
Magellan Complete Care 4 Star Rating 2 Star Rating+ 4 Star Rating 3 Star Rating+ 1 Star Rating+
Mercy Care 5 Star Rating 4 Star Rating 5 Star Rating 4 Star Rating+ 3 Star Rating+
United Healthcare Community Plan 5 Star Rating 4 Star Rating 5 Star Rating 4 Star Rating 3 Star Rating
+ Indicates fewer than 100 responses. Caution should be exercised when evaluating these results.
- Star rating based on comparison with the National Committee for Quality Assurance’s (NCQA) 2020 Quality Compass® Benchmark and Compare Quality Data as 2021 data was not available at the time the 2021 CAHPS Survey Report was drafted.
- Caution should be exercised when evaluating the results as the number of completed surveys may have been impacted by COVID-19, as well as members’ perceptions of and experiences with the health care system.
2021 ACC CAHPS Survey – Child and Adult

2021 KidsCare CAHPS Survey
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 No N/A N/A
Banner-University Family Care No N/A N/A
Care 1st Health Plan No N/A N/A
Health Choice Arizona Yes NCQA – First Survey Medicaid HMO March 30, 2024
Magellan Complete Care No N/A N/A
Mercy Care No N/A N/A
UnitedHealthcare Community Plan No N/A N/A
*Last Updated 2/10/2022

Department of Child Safety (DCS) Comprehensive Health Plan (CHP)1

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
April
May
June
 Abandonment Rate
April
May
June
Mercy Care Department of Child Safety
12
12
11
0.80%
2.30%
0.90%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Mercy Care Department of Child Safety
99%
100%
99%
97%
92%
85%
*Last Updated 9/8/2022
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
DCS CHP 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
DCS CHP 4 Star Rating 4 Star Rating 5 Star Rating 3 Star Rating+ 2 Star Rating
+ Indicates fewer than 100 responses. Caution should be exercised when evaluating these results.
- Based on the timing of the survey, results could be reflective of services received both prior to and after the April 1, 2021, transition of CMDP to Mercy Care DCS CHP.
- Survey results include responses received from foster mothers, foster fathers, and kinship placements; this represents a change from previous CAHPS surveys.
- Star rating based on comparison with the National Committee for Quality Assurance’s (NCQA) 2020 Quality Compass® Benchmark and Compare Quality Data as 2021 data was not available at the time the 2021 CAHPS Survey Report was drafted.
- Caution should be exercised when evaluating the results as the number of completed surveys may have been impacted by COVID-19, as well as members’ perceptions of and experiences with the health care system.

2021 DCS CHP CAHPS Survey – Child
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
DCS CHP No N/A N/A
1 Formerly known as Comprehensive Medical and Dental Program (CMDP)

Division of Developmental Disabilities

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
April
May
June
 PA Timeliness - Expedited
April
May
June
Division of Developmental Disabilities
100%
100%
100%
98%
99%
99%
*Last Updated 9/8/2022
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Division of Developmental Disabilities No N/A N/A

CYE 2021


*No Health Plans were exempted from External Quality Review for CYE 2021

CYE 2020


*No Health Plans were exempted from External Quality Review for CYE 2020

CYE 2019


*No Health Plans were exempted from External Quality Review for CYE 2019

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
April
May
June
 PA Timeliness - Expedited
April
May
June
Banner-University Family Care
100%
100%
98%
98%
98%
94%
Mercy Care
100%
100%
100%
100%
94%
100%
UnitedHealthcare Community Plan
99%
99%
99%
80%
100%
100%
*Last Updated 9/8/2022
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Banner-University Family Care No N/A N/A
Mercy Care No N/A N/A
UnitedHealthcare Community Plan No N/A N/A

CYE 2021


*No Health Plans were exempted from External Quality Review for CYE 2021

CYE 2020


*No Health Plans were exempted from External Quality Review for CYE 2020

CYE 2019


*No Health Plans were exempted from External Quality Review for CYE 2019

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
April
May
June
 Abandonment Rate
April
May
June
Arizona Complete Health - Complete Care Plan
30
24
25
2.97%
2.52%
2.60%
Health Choice Arizona
10
11
13
0.00%
0.00%
0.00%
Mercy Care
20
19
19
1.10%
1.20%
1.00%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Arizona Complete Health - Complete Care Plan
100%
100%
97%
98%
99%
96%
Health Choice Arizona
99%
100%
100%
99%
100%
100%
Mercy Care
99%
99%
98%
85%
90%
97%
*Last Updated 9/8/2022
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
Arizona Complete Health - Complete Care Plan 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
Health Choice Arizona 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
Mercy Care 2 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
Arizona Complete Health - Complete Care Plan 1 Star Rating 1 Star Rating 1 Star Rating 2 Star Rating 1 Star Rating
Health Choice Arizona 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Mercy Care 1 Star Rating 2 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
- Star rating based on comparison with the National Committee for Quality Assurance’s (NCQA) 2020 Quality Compass® Benchmark and Compare Quality Data as 2021 data was not available at the time the 2021 CAHPS Survey Report was drafted.
- Caution should be exercised when evaluating the results as the comparative population is primarily an acute Medicaid population.
- Caution should be exercised when evaluating the results as the number of completed surveys may have been impacted by COVID-19, as well as members’ perceptions of and experiences with the health care system.

2021 RBHA CAHPS Survey - Adult
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 No N/A N/A
Health Choice Arizona Yes NCQA – First Survey Medicaid HMO March 30, 2024
Mercy Care No N/A N/A
*Last Updated 2/10/2022