Health Plan Report Card

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
Mercy Care Department of Child Safety	6 10 5	0.80% 1.80% 0.20%

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
Mercy Care Department of Child Safety	100% 100% 100%	N/A N/A 100%

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

Health Plan	Getting Needed Care	Getting Care Quickly	How Well Doctors Communicate	Customer Service	Coordination of Care
DCS CHP				+

+ 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

Health Plan	Accredited	Accredited Entity/Program	Expiration
DCS CHP	No	N/A	N/A

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	100% 99% 100%	98% 96% 97%

Health Plan	Accredited	Accredited Entity/Program	Expiration
Division of Developmental Disabilities	No	N/A	N/A

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
Banner-University Family Care	99% 99% 99%	98% 97% 95%
Mercy Care	98% 99% 99%	89% 94% 95%
UnitedHealthcare Community Plan	99% 99% 100%	75% 100% 90%

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

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 - Complete Care Plan	15 13 17	2.77% 1.60% 1.52%
Health Choice Arizona	6 7 9	0.00% 0.00% 0.00%
Mercy Care	21 59 24	1.00% 2.60% 1.30%

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 - Complete Care Plan	100% 100% 99%	97% 95% 97%
Health Choice Arizona	100% 100% 100%	99% 98% 99%
Mercy Care	93% 95% 92%	82% 83% 89%

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
Health Choice Arizona
Mercy Care

Health Plan	Getting Needed Care	Getting Care Quickly	How Well Doctors Communicate	Customer Service	Coordination of Care
Arizona Complete Health - Complete Care Plan
Health Choice Arizona
Mercy Care

- 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.

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