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)
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% |
Banner-University Family Care |
24
20
17 |
1.50%
1.30%
1.50% |
Care 1st Health Plan |
22
143
11 |
3.50%
14.90%
2.30% |
Health Choice Arizona |
9
6
6 |
0.12%
0.14%
0.07% |
Mercy Care |
25
25
37 |
2.30%
2.00%
2.40% |
Molina Complete Care |
11
11
11 |
0.39%
0.42%
0.42% |
UnitedHealthcare Community Plan |
18
12
3 |
0.90%
0.87%
0.16% |
Health Plan | PA Timeliness - Standard Oct
Nov
Dec |
PA Timeliness - Expedited Oct
Nov
Dec |
---|---|---|
Arizona Complete Health - Complete Care Plan | 100%
100%
100% |
99%
99%
99% |
Banner-University Family Care | 100%
100%
100% |
98%
98%
98% |
Care 1st Health Plan | 100%
100%
99% |
100%
99%
98% |
Health Choice Arizona | 100%
100%
100% |
100%
100%
99% |
Mercy Care | 99%
99%
99% |
99%
99%
100% |
Molina Complete Care | 97%
100%
98% |
94%
94%
99% |
UnitedHealthcare Community Plan | 98%
98%
100% |
97%
97%
99% |
Child Results - 2021
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 | ![]() |
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Banner-University Family Care | ![]() |
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Care 1st Health Plan | ![]() |
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Health Choice Arizona | ![]() |
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Magellan Complete Care | ![]() |
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Mercy Care | ![]() |
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United Healthcare Community Plan | ![]() |
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Health Plan | Getting Needed Care | Getting Care Quickly | How Well Doctors Communicate | Customer Service | Coordination of Care |
---|---|---|---|---|---|
Arizona Complete Health - Complete Care Plan | ![]() |
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Banner-University Family Care | ![]() |
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Care 1st Health Plan | ![]() |
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Health Choice Arizona | ![]() |
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Magellan Complete Care | ![]() |
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Mercy Care | ![]() |
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United Healthcare Community Plan | ![]() |
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- 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.
Adult Results - 2021
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 | ![]() |
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Banner-University Family Care | ![]() |
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Care 1st Health Plan | ![]() |
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Health Choice Arizona | ![]() |
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Magellan Complete Care | ![]() |
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Mercy Care | ![]() |
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United Healthcare Community Plan | ![]() |
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Health Plan | Getting Needed Care | Getting Care Quickly | How Well Doctors Communicate | Customer Service | Coordination of Care |
---|---|---|---|---|---|
Arizona Complete Health - Complete Care Plan | ![]() |
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Banner-University Family Care | ![]() |
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Care 1st Health Plan | ![]() |
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Health Choice Arizona | ![]() |
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Magellan Complete Care | ![]() |
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Mercy Care | ![]() |
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United Healthcare Community Plan | ![]() |
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- 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.
2022 KidsCare CAHPS Survey
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
1 Also known as Arizona Physicians IPA, Inc.
*Last Updated 8/2/2023
Health Plan | Accredited | Accredited Entity/Program | Expiration |
---|---|---|---|
Arizona Complete Health - Complete Care Plan | No | N/A | N/A |
Banner-University Family Care | Yes | NCQA – Medicaid HMO | February 22, 2026 |
Care 1st Health Plan | No | N/A | N/A |
Health Choice Arizona | Yes | NCQA - Medicaid HMO | March 30, 2024 |
Molina Complete Care | No | N/A | N/A |
Mercy Care | No | N/A | N/A |
UnitedHealthcare Community Plan1 | Yes | NCQA – Medicaid HMO | May 23, 2026 |
*Last Updated 8/2/2023
CYE 2022*
*No Health Plans were exempted from External Quality Review for CYE 2022
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
Department of Child Safety (DCS) Comprehensive Health Plan (CHP)1
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% |
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% |
Member Satisfaction Survey (CAHPS Survey) Child Results – 2021
Health Plan | Rating of Health Plan | Rating of All Health Care | Rating of Personal Doctor | Rating of Specialist Seen Most Often |
---|---|---|---|---|
DCS CHP | ![]() |
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Health Plan | Getting Needed Care | Getting Care Quickly | How Well Doctors Communicate | Customer Service | Coordination of Care |
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DCS CHP | ![]() |
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- 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 |
CYE 2022*
*No Health Plans were exempted from External Quality Review for CYE 2022
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
Division of Developmental Disabilities
Health Plan | PA Timeliness - Standard Oct
Nov
Dec |
PA Timeliness - Expedited Oct
Nov
Dec |
---|---|---|
Division of Developmental Disabilities | 100%
100%
100% |
100%
98%
98% |
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 2022*
*No Health Plans were exempted from External Quality Review for CYE 2022
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)
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% |
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
1 Also known as Banner-University Care AdvantageHealth 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 |
2 Also known as Arizona Physicians IPA, Inc.
*Last Updated: 8/2/2023
CYE 2022*
*No Health Plans were exempted from External Quality Review for CYE 2022
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
AHCCCS Complete Care-Regional Behavioral Health Agreements (ACC-RBHA)
Effective October 1, 2022, the acronym ‘RBHA’ changed from Regional Behavioral Health Authority to Regional Behavioral Health Agreement. Services are provided by AHCCCS Complete Care Contractors with Regional Behavioral Health Agreements (ACC-RBHAs)
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% |
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% |
Member Satisfaction Survey (CAHPS Survey) Adult Results - 2021
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 | ![]() |
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Mercy Care | ![]() |
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Health Plan | Getting Needed Care | Getting Care Quickly | How Well Doctors Communicate | Customer Service | Coordination of Care |
---|---|---|---|---|---|
Arizona Complete Health - Complete Care Plan | ![]() |
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Mercy Care | ![]() |
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- 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:
*Last Updated 4/28/2023
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 |
CYE 2022*
*No Health Plans were exempted from External Quality Review for CYE 2022
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