annually Percentage of appeals MCO grievances and MCO; populations Comparison to Reported by overturned appeals report of special interest baseline; MCOs trending over quarterly; time evaluator may summarize to present annually Number and MCO call center MCO Comparison to Reported by percentage of calls report baseline; MCOs answered; answered trending over monthly; within 30 seconds; time evaluator may call abandonment rate summarize to present annually Number and MCO grievances and MCO; populations Comparison to Reported by percentage of appeals report of special interest baseline; MCOs participants in care trending over quarterly; coordination levels 2 time evaluator may and 3 satisfied with summarize to their care coordination present annually Rating of personal 0006 CAHPS/NCQA MCO; demographic Comparison to Annual doctor characteristics baseline; CMS Core Quality trending over Measure for Adults time and Children Rating of health care 0006 CAHPS/NCQA MCO; demographic Comparison to Annual characteristics baseline; CMS Core Quality trending over
annually Percentage of appeals overturned MCO grievances and appeals report MCO; populations of special interest Comparison to baseline; trending over time Reported by MCOs quarterly; evaluator may summarize to present annually Number and percentage of calls answered; answered within 30 seconds; call abandonment rate MCO call center report MCO Comparison to baseline; trending over time Reported by MCOs monthly; evaluator may summarize to present annually Number and percentage of participants in care coordination levels 2 and 3 satisfied with their care coordination MCO grievances and appeals report MCO; populations of special interest Comparison to baseline; trending over time Reported by MCOs quarterly; evaluator may summarize to present annually Rating of personal doctor 0006 CAHPS/NCQA CMS Core Quality Measure for Adults and Children MCO; demographic characteristics Comparison to baseline; trending over time Annual Rating of health care 0006 CAHPS/NCQA CMS Core Quality MCO; demographic characteristics Comparison to baseline; trending over Annual