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 Oct Nov Dec	Abandonment Rate Oct Nov Dec
Mercy Care Department of Child Safety	18 17 5	1.70% 2.70% 1.40%

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 Oct Nov Dec	PA Timeliness - Expedited Oct Nov Dec
Mercy Care Department of Child Safety	97% 99% 99%	100% 98% 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 Oct Nov Dec	PA Timeliness - Expedited Oct Nov Dec
Division of Developmental Disabilities	100% 100% 100%	100% 98% 98%

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 Oct Nov Dec	PA Timeliness - Expedited Oct Nov Dec
Banner-University Family Care	100% 98% 99%	99% 95% 98%
Mercy Care	100% 100% 100%	100% 99% 100%
UnitedHealthcare Community Plan	100% 100% 100%	100% 100% 100%

Health Plan	Accredited	Accredited Entity/Program	Expiration
Banner-University Family Care1	Yes	NCQA – Medicaid HMO; Long Term Services and Supports Distinction	February 22, 2026
Mercy Care	No	N/A	N/A
UnitedHealthcare Community Plan2	Yes	NCQA – Medicaid HMO; Long Term Services and Supports Distinction	May 23, 2026

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 Oct Nov Dec	Abandonment Rate Oct Nov Dec
Arizona Complete Health - Complete Care Plan	25 43 11	2.50% 3.30% 1.60%
Care 1st Health Plan	22 143 11	3.50% 14.90% 2.30%
Mercy Care	21 20 18	2.00% 1.80% 1.40%

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 Oct Nov Dec	PA Timeliness - Expedited Oct Nov Dec
Arizona Complete Health - Complete Care Plan	100% 100% 100%	94% 100% 100%
Care 1st Health Plan	98% 96% 98%	57% 63% 62%
Mercy Care	99% 99% 99%	100% 100% 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
Arizona Complete Health - Complete Care Plan
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
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
Care 1st Health Plan	No	N/A	N/A
Mercy Care	No	N/A	N/A