report of results of aetna etter health of louisiana 2016 ......the definition of complete and valid...

Report of Results of

Aetna Better Health of Louisiana

2016 HEDIS®/CAHPS® Health Plan Survey

Child Medicaid with CCC Measure Version

for Medicaid Members Enrolled as of December 31, 2015

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL 2

Table of Contents

What’s New in 2016 ...........................................................................................................................................................................................5

NCQA 2016 HEDIS/CAHPS Survey Updates ............................................................................................................................................................................ 5

Updates to the 2016 CSS HEDIS/CAHPS Health Plan Survey Report ...................................................................................................................................... 6

About This Report ..............................................................................................................................................................................................7

HEDIS/CAHPS 5.0H Health Plan Survey ...............................................................................................................................................................9

Background............................................................................................................................................................................................................................. 9

Executive Summary .............................................................................................................................................................................................................. 10

CAHPS Ratings and Composites Showing Statistically Significant Improvements or Declines Compared to 2015 ....................................................... 10

CAHPS Ratings and Composites Showing Statistically Significant Differences from National Benchmarks .................................................................. 10

Change in Plan's Estimated NCQA Accreditation Percentiles from 2015 to 2016 ........................................................................................................ 10

Top Priorities for Quality Improvement Identified in Key Driver Analysis .................................................................................................................... 10

Survey Administration Protocol ........................................................................................................................................................................................... 12

Survey Materials ................................................................................................................................................................................................................... 12

Sample Selection .................................................................................................................................................................................................................. 13

Data Capture ........................................................................................................................................................................................................................ 14

Member Dispositions and Response Rate ............................................................................................................................................................................ 14

Exhibit 1. 2016 ABH of LA Child Medicaid with CCC Measure CAHPS Survey: Sample Member Dispositions and Response Rate .............................. 15

Satisfaction with the Experience of Care Domain ............................................................................................................................................. 16

Measures .............................................................................................................................................................................................................................. 16

Calculation and Reporting of Results ................................................................................................................................................................................... 19

Question Summary Rates and Composite Global Proportions ..................................................................................................................................... 19

Rating and Composite Means ....................................................................................................................................................................................... 20


NCQA Minimum Denominator Size ............................................................................................................................................................................... 20

Comparisons to National Benchmarks and Prior-Year Plan Results .............................................................................................................................. 20

Summary of Survey Results .................................................................................................................................................................................................. 20

Exhibit 2. 2016 ABH of LA Child Medicaid with CCC Measure CAHPS Survey: Summary of Results on Key Measures ................................................ 21

Detailed Performance Charts ............................................................................................................................................................................................... 22

Trend in Plan Results ..................................................................................................................................................................................................... 22

Comparison to NCQA Performance Benchmarks and Percentiles ................................................................................................................................ 22

Analysis of Member Characteristics ................................................................................................................................................................. 48

Health Status and Demographics ......................................................................................................................................................................................... 49

Use of Services ..................................................................................................................................................................................................................... 55

Scoring for NCQA Accreditation ....................................................................................................................................................................... 58

Calculation of Mean Scores .................................................................................................................................................................................................. 58

Three-Year Trend in Accreditation Means ........................................................................................................................................................................... 59

Key Driver Analysis .......................................................................................................................................................................................... 63

Objectives ............................................................................................................................................................................................................................. 63

Technical Approach .............................................................................................................................................................................................................. 63

Industry View ................................................................................................................................................................................................................ 63

Key Driver Model Development .................................................................................................................................................................................... 64

Industry Key Driver Model ................................................................................................................................................................................................... 64

Opportunities for Plan Quality Improvement ...................................................................................................................................................................... 65

Exhibit 3. 2016 ABH of LA Child Medicaid with CCC Measure CAHPS Survey: Key Areas and Priorities for Improvement .......................................... 66

Health Plan Quality Improvement Resources for Key Drivers .............................................................................................................................................. 67

Improving Access to Care: Scheduling Appointments for Routine and Specialty Care; Ease of Getting Needed Care, Tests, or Treatment (Q6 &

Q46; Q15) ...................................................................................................................................................................................................... 67


Improving Quality of Doctors in Health Plan Network (Q41) ........................................................................................................................................ 68

Improving Ability of Customer Service to Provide Members with Information or Help (Q50) ..................................................................................... 69

Appendix ........................................................................................................................................................................................................... I

Survey Results at a Glance ..................................................................................................................................................................................................... II

Cross-Tabulations of Survey Responses ................................................................................................................................................................................ III

Survey Materials .................................................................................................................................................................................................................... IV

NCQA Calculation Guidelines for Rating and Composite Means and Global Proportions ..................................................................................................... V

Mean Scores (Composites, Ratings, and Coordination of Care) ...................................................................................................................................... V

Composite Global Proportions ...................................................................................................................................................................................... VII


WHAT’S NEW IN 2016

NCQA 2016 HEDIS/CAHPS SURVEY UPDATES

NCQA introduced the following changes to the HEDIS/CAHPS survey methodology this year:

The sampling methodology was revised to employ systematic (instead of random) sampling to ensure that survey samples could be reproduced and

audited. Deduplication of household members now occurs after the sample is drawn. Duplicate household members are retained in the sample, but are

flagged as ineligible and are not contacted during survey data collection.

The NCQA response rate formula was updated to remove duplicate household members from the denominator.

The definition of Complete and Valid Survey was revised to include a requirement that at least three of the following five questions be answered

appropriately: Q3, Q30, Q45, Q49, and Q54 (a copy of the survey is provided in the Appendix). A new disposition code (Non-Response: Incomplete) was

introduced to flag partially completed surveys that do not meet this requirement. Note that this change in the definition of Complete and Valid Survey

effectively reduces the numerator of the NCQA response rate formula.

Disenrolled members identified by the plan after data collection commences may no longer be removed from the survey protocol or designated as survey-

ineligible. (Prior to 2016, such members were subtracted from the denominator of the NCQA response rate formula.)

For health plans electing to oversample, the restriction that oversampling rates be in increments of five percent was removed.

The maximum number of call attempts during the telephone phase of the mixed methodology protocol was set at six.

Under the Telephone Consumer Protection Act (TCPA), survey vendors must now maintain a Do Not Survey List for members that refuse to participate.

Members who indicate they do not wish to be contacted by telephone must remain on the vendor’s Do Not Survey list for at least five years.

The Continuous Enrollment survey eligibility criterion was revised. Switching enrollment between PPO and other products is no longer considered a gap in

enrollment.

The Exclusive Provider Organization (EPO) was added as a separate product.

Coordination of Care was added to NCQA Accreditation scoring.


UPDATES TO THE 2016 CSS HEDIS/CAHPS HEALTH PLAN SURVEY REPORT

In 2016, CSS introduced the following updates and enhancements to your HEDIS/CAHPS Health Plan Survey report:

The report includes your plan’s estimated 2016 NCQA Accreditation percentile for Coordination of Care.

The Key Driver Model was updated on the basis of the most current industry data.

An updated and expanded Health Plan Quality Improvement Resource Guide is included.


ABOUT THIS REPORT

The key features of this 2016 HEDIS/CAHPS report, prepared by CSS for Aetna Better Health of Louisiana, hereafter referred to as ABH of LA, are highlighted

below.

All survey results presented in this report were calculated by CSS following the NCQA guidelines published in HEDIS 2016, Volume 3: Specifications for

Survey Measures. To support the plan’s quality improvement efforts, results are presented for all measures, regardless of whether the plan submits survey

data to NCQA or achieves the NCQA-required minimum of 100 valid responses. Any result shown in this report that does not meet the NCQA reporting

threshold of 100 valid responses is marked as “NA”.

Throughout the report, 2016 ABH of LA results are compared to national benchmark scores, represented by the 2016 CSS Child Medicaid Average and the

2015 NCQA Child Medicaid National Average for All Lines of Business (LOBs). The 2016 CSS Child Medicaid Average is calculated by pooling survey

responses across nine representative Child Medicaid plans surveyed by CSS. The 2015 NCQA Child Medicaid National Average (All LOBs) is made up of Child

Medicaid plans that submitted data to NCQA last year.

Executive Summary provides a high-level overview of survey findings for ABH of LA. This section highlights areas of plan performance that are significantly

above or below national benchmarks. If prior-year survey results are available, any statistically significant improvements or declines on key survey

measures and changes in the plan’s NCQA Accreditation percentiles are also noted. The plan’s top priorities for quality improvement based on CSS’s Key

Driver Analysis are identified.

Summary of Survey Results presents the plan’s scores on key survey measures, including question summary rates (QSRs), global proportions, means, and

NCQA Accreditation percentiles; changes in QSR and global proportion scores from the previous year (if applicable); and comparisons to relevant national

benchmarks. Statistically significant differences in scores are noted.

Detailed Performance Charts are provided for the rating questions, composite measures, and individual survey items representing the various CAHPS

domains of care. The plan’s 2016 QSRs and global proportions are compared to the 2016 CSS Child Medicaid Average on all measures. Where appropriate,

the 2016 QSRs and global proportions are compared to the 2015 NCQA Child Medicaid National Average (All LOBs) and performance percentiles,

calculated by NCQA. Where available, a three-year trend in plan scores is also shown.

Scoring for NCQA Accreditation presents the plan’s mean scores on relevant measures, which are used by NCQA for Accreditation scoring. If applicable

and/or available, a three-year trend in the plan’s scores is shown. The plan’s 2016 Accreditation percentile is provided for all measures that meet the

NCQA reporting threshold of 100 valid responses. This section of the report is limited to those measures that are scored for NCQA Accreditation.


Analysis of Member Characteristics compares the plan’s respondent profile to the national distribution of demographic characteristics and utilization

variables (e.g., number of doctor visits, number of specialists seen, etc.). Variation in health plan ratings by member segment is examined.

Key Driver Analysis identifies the areas or dimensions of health plan performance that are closely related to the overall rating of the plan. The CSS Key

Driver Model quantifies the contribution of each performance area to the overall evaluation of the plan. ABH of LA results on each key driver are compared

to the highest score among the nine Child Medicaid plans contributing to the 2016 CSS Child Medicaid Average, yielding a measure of available room for

improvement in each area. The result is then weighted by the key driver’s contribution to the overall Rating of Health Plan score. Opportunities for

improvement are prioritized based on the expected improvement in the overall health plan rating score due to improved performance on the key driver

measure. A separate section of the report highlights some helpful resources for health plan quality improvement.

The Appendix includes:

Survey Results at a Glance;

Detailed cross-tabulations of survey responses for every survey question, with additional tables summarizing performance on key survey measures;

Copies of survey materials; and

Step-by-step guidelines for calculating composite and rating mean scores and global proportions.


HEDIS/CAHPS 5.0H HEALTH PLAN SURVEY

BACKGROUND

Introduced by the Agency for Healthcare Research and Quality (AHRQ) in the mid-1990s, the Consumer Assessment of Healthcare Providers and Systems

(CAHPS) program encompasses the full range of standardized surveys that ask consumers and patients to report on and evaluate their experiences with health

care. These surveys cover topics that are important to consumers, such as accessibility of services and communication skills of providers.

The National Committee for Quality Assurance (NCQA) uses the Health Plan CAHPS survey in its Health Plan Accreditation Program as part of the Healthcare

Effectiveness Data and Information Set (HEDIS). HEDIS measures health plan performance on important dimensions of care and service and is designed to

provide purchasers and consumers with the information they need to reliably compare the performance of health care plans. For health plans seeking NCQA

Accreditation, the Health Plan CAHPS survey represents the member satisfaction component of the HEDIS measurement set. The survey measures member

Satisfaction with the Experience of Care and gives a general indication of how well the health plan meets members’ expectations. Surveyed members are asked

to rate various aspects of the health plan based on their experience with the plan during the previous six months.

In 2013, NCQA updated the CAHPS survey questionnaire from version 4.0H to version 5.0H. Revisions included changes to the number, placement, and wording

of survey questions for consistency across CAHPS survey products. This is the fourth year of data collection using CAHPS 5.0H version of the survey instrument.


EXECUTIVE SUMMARY

CSS administered the Child Medicaid with CCC Measure version of the 2016 HEDIS/CAHPS Health Plan Survey on behalf of ABH of LA between February 19 and

May 11, 2016. The final survey sample for ABH of LA included 3,595 members. 337 members from the general population completed the survey, resulting in

the NCQA response rate of 21.02 percent. This section highlights some of the key survey findings, including statistically significant improvements or declines on

reportable CAHPS ratings and composites compared to 2015 (if applicable) and differences from national benchmarks. Results are based on the rates of

members answering 8, 9, or 10 for ratings; Yes for the Shared Decision Making composite; and Usually or Always for all other composites. Statistical

significance tests were conducted at the 95% confidence level. Changes in the plan’s estimated NCQA Accreditation percentiles from 2015 (if applicable) as well

as its top priorities for quality improvement are also listed.

CAHPS RATINGS AND COMPOSITES SHOWING STATISTICALLY SIGNIFICANT IMPROVEMENTS OR DECLINES COMPARED TO 2015

Reportable Plan Rate IMPROVED Reportable Plan Rate DECLINED

Plan not surveyed in 2015 Plan not surveyed in 2015

CAHPS RATINGS AND COMPOSITES SHOWING STATISTICALLY SIGNIFICANT DIFFERENCES FROM NATIONAL BENCHMARKS

Reportable Plan Rate ABOVE National Benchmark Reportable Plan Rate BELOW National Benchmark

None Rating of All Health Care (by 7 points)

Rating of Health Plan (by 7.34 points)

None Rating of All Health Care (by 4.73 points)

Rating of Health Plan (by 5.58 points)

National Benchmark: 2016 CSS Child Medicaid Average

National Benchmark: 2015 NCQA Child Medicaid National Average, All LOBs

CHANGE IN PLAN'S ESTIMATED NCQA ACCREDITATION PERCENTILES FROM 2015 TO 2016

NCQA Accreditation Percentile IMPROVED or 90th Percentile MAINTAINED NCQA Accreditation Percentile DECLINED


TOP PRIORITIES FOR QUALITY IMPROVEMENT IDENTIFIED IN KEY DRIVER ANALYSIS

CSS’s Key Driver Analysis identifies the areas of health plan performance and aspects of member experience that shape members’ overall assessment of the

plan. To the extent that these areas or experiences can be improved, the overall rating of the plan can be expected to improve as a result. Quality


improvement opportunities with the highest return on investment for your plan are identified below. Effective interventions in these areas have the greatest

potential impact on the Rating of Health Plan score.

1. Improving the quality of physicians in the plan's network (personal doctors)

2. Improving member access to care (ease of getting needed care, tests, or treatment)

3. Improving member access to care (getting a checkup or routine care as soon as needed)

4. Improving the ability of the health plan customer service to provide members with necessary information or help

5. Improving member access to care (getting an appointment to see a specialist)

Top Priorities for Health Plan Quality Improvement

The remainder of this report examines these and other findings in greater detail.


SURVEY ADMINISTRATION PROTOCOL

CSS administered the Child Medicaid with CCC Measure version of the 2016 HEDIS/CAHPS Health Plan Survey on behalf of ABH of LA in accordance with the

NCQA methodology detailed in HEDIS 2016, Volume 3: Specifications for Survey Measures and Quality Assurance Plan for HEDIS 2016 Survey Measures. Health

plans administering the survey may choose between a mail-only methodology and a mixed (mail with telephone follow-up) methodology. Both of these

standard survey protocols include two questionnaire mailings, each followed by a reminder postcard. For plans following the mail-only protocol, non-

respondents are sent a third, final survey mailing. Non-respondents from the mixed-methodology samples are contacted by telephone.

ABH of LA opted for the mixed methodology. The standard data collection protocol consisted of the following milestones:

An initial questionnaire with cover letter, which was mailed on February 19;

An initial reminder/thank-you postcard, which was mailed on February 24;

A replacement questionnaire with cover letter, which was mailed on March 25;

An additional reminder/thank-you postcard, which was mailed on March 30; and

A telephone follow-up phase targeting non-respondents, with up to six telephone follow-up attempts spaced at different times of the day and on different

days of the week, which started on April 14.

Data collection closed on May 11, 2016. Data for the plan were submitted to NCQA on May 27, 2016.

SURVEY MATERIALS

The complete set of survey materials used for ABH of LA is provided in the Appendix. CSS designed survey materials for ABH of LA following the NCQA

specifications detailed in HEDIS 2016, Volume 3: Specifications for Survey Measures and Quality Assurance Plan for HEDIS 2016 Survey Measures. All of the

elements of the survey package, including the questionnaire, cover letters, postcards, and envelopes, were approved by NCQA prior to the initial mailing. The

name and logo of the plan appeared on all of the mailing materials. The carrier envelope used for the replacement questionnaires was marked ‘FINAL

REMINDER’ to enhance response rates. Each survey package included a postage-paid return envelope.


SAMPLE SELECTION

CSS followed NCQA’s new systematic sampling protocol to generate the survey sample for ABH of LA. Sample-eligible members were defined as plan members

who were 17 years old or younger as of December 31, 2015; were currently enrolled; had been continuously enrolled for six months (with no more than one

enrollment break of 45 days or less); and whose primary coverage was through Medicaid. The sample frame included a pre-screen status code to identify

children that were likely to have a chronic condition (CCC) based on claim and encounter records. Using this code, a second sample was drawn from the child

Medicaid CCC population, in addition to those members from the general child Medicaid population included in the initial sample. While the CCC sample was

drawn based on member pre-screen status, the results for the CCC population presented in this report are based on responses to the survey. Children were

included in the CCC results if their parent or caretaker responded “Yes” to all of the screener questions for any one of the following summary measures:

Use of or Need of Prescription Medicines;

Above-Average Use or Need for Medical, Mental Health, or Education Services;

Functional Limitations Compared with Others of Same Age;

Use of or Need for Specialized Therapies; and

Treatment or Counseling for Emotional or Developmental Problems.

Prior to sampling, CSS carefully inspected the member file(s) provided by the plan and informed the plan of any errors or irregularities found (such as missing

address elements or subscriber numbers). Once the quality assurance process had been completed, CSS processed member addresses through the USPS

National Change of Address (NCOA) service to ensure that the mailing addresses were up-to-date. The final sample was generated following the NCQA-

specified methodology, with no more than one member per household selected to receive the survey. CSS assigned each sampled member a unique

identification number, which was used to track their progress throughout the data collection process.

NCQA’s revised sampling methodology prevents plans from identifying disenrolled members after the start of survey administration. Plans that were unable to

identify disenrollees prior to December 31, 2015 were still advised to increase their sample size by a factor sufficient to compensate for members expected to

have left the plan by the time the survey was fielded. Under the new rules those members would still be administered the full survey protocol. Plans could also

choose to oversample to receive more completed surveys.

The NCQA-prescribed sample size for health plans administering the Child Medicaid with CCC Measure version of the survey is 1,650 members from the

general child Medicaid population and 1,840 members from the CCC population for a total of 3,490 members. ABH of LA chose to oversample by 3 percent.

The final survey sample for ABH of LA included 3,595 members.


DATA CAPTURE

Questionnaires returned by mail were recorded using either manual data entry or optical scanning. Responses recorded via manual data entry were keyed by

two independent data entry operators, and any discrepancies between the two response records were flagged and reconciled by a supervisor. Individual items

on surveys recorded via optical scanning were sent to data entry operators if the scanning technology was unable to identify the specific response option

selected with a pre-defined degree of certainty.

For plans selecting the mixed methodology, Computer Assisted Telephone Interviewing (CATI) technology was used to electronically capture survey responses

obtained during telephone interviews. On-site CATI supervisors maintained quality control by monitoring the telephone interviews and keyboard entry of

interviewers in real time. In addition, CSS research staff remotely monitored interviews on a regular basis. Due to the multiple mailings and varied modes of

data collection, multiple survey responses could be received from the same sample member. In those cases, CSS included only one survey response (the most

complete survey) in the final analysis dataset.

MEMBER DISPOSITIONS AND RESPONSE RATE

Among all of the ABH of LA sample members from the general population who met final eligibility criteria, 337 completed the survey, resulting in the NCQA

response rate of 21.02 percent. Additional detail on sample member dispositions is provided in Exhibit 1.


EXHIBIT 1. 2016 ABH OF LA CHILD MEDICAID WITH CCC MEASURE CAHPS SURVEY: SAMPLE MEMBER DISPOSITIONS AND RESPONSE RATE

Disposition

Mail* Phone

Number Number Number % Initial sample

Initial Sample 1,700

Ineligible

Did not meet eligible population criteria 0 22 22 1.29% 0.52%

Deceased 0 0 0 0.00% 0.01%

Language barrier 0 41 41 2.41% 1.05%

Mentally or physically incapacitated 0 0 0 0.00% 0.00%

Removed from sample during deduplication --- --- 34 2.00% 1.77%

Unreturned Surveys/Refusals

Non-respondents after maximum attempts 323 588 911 53.59% 56.04%

Non-respondents – incompletes 0 47 47 2.76% 1.66%

Refused to answer the survey 2 127 129 7.59% 6.48%

Unable to contact 33 146 179 10.53% 7.63%

Eligible Returns

Completed surveys 157 180 337 19.82% 24.83%

NCQA Response Rate** 21.02% 25.70%

49170

2016 This Plan (General Population Only)

Total

* Any sample members who called and requested another survey were given the option to complete the survey online. Due to the rarity of this occurrence

any surveys completed online are included with mail responses.

**NCQA response rate = (Number of completed surveys)/(Initial sample – Ineligible: number not in eligible population – Ineligible: number of deceased –

Ineligible: number with language barrier – Ineligible: number mentally or physically incapacitated – Ineligible: removed from sample during deduplication)

2016 CSS Child

Medicaid Average


SATISFACTION WITH THE EXPERIENCE OF CARE DOMAIN

MEASURES

CAHPS Health Plan Survey 5.0H, Child Medicaid with CCC Measure version includes four global rating questions that ask respondents to rate the following

items on a 0 to 10 scale:

Rating of Personal Doctor (0 = worst personal doctor possible; 10 = best personal doctor possible)

Rating of Specialist Seen Most Often (0 = worst specialist possible; 10 = best specialist possible)

Rating of All Health Care (0 = worst health care possible; 10 = best health care possible)

Rating of Health Plan (0 = worst health plan possible; 10 = best health plan possible)

The results for eight composite measures are also reported. Composite measures combine results from related survey questions into a single measure to

summarize health plan performance in the areas listed below. The following composites are reported for the general child Medicaid population:

Getting Needed Care combines responses to two survey questions that address member access to care:

In the last 6 months, how often was it easy to get the care, tests, or treatment your child needed?

In the last 6 months, how often did you get an appointment for your child to see a specialist as soon as you needed?

Getting Care Quickly combines responses to two survey questions that address timely availability of both urgent and routine care:

In the last 6 months, when your child needed care right away, how often did your child get care as soon as he or she needed?

In the last 6 months, when you made an appointment for a check-up or routine care for your child at a doctor’s office or clinic, how often did you get

an appointment as soon as your child needed?

How Well Doctors Communicate combines responses to four survey questions that address physician communication:

In the last 6 months, how often did your child’s personal doctor explain things about your child’s health in a way that was easy to understand?


In the last 6 months, how often did your child’s personal doctor listen carefully to you?

In the last 6 months, how often did your child’s personal doctor show respect for what you had to say?

In the last 6 months, how often did your child’s personal doctor spend enough time with your child?

Customer Service combines responses to two survey questions that ask about member experience with the health plan’s customer service:

In the last 6 months, how often did customer service staff at your child’s health plan give you the information or help you needed?

In the last 6 months, how often did customer service staff at your child’s health plan treat you with courtesy and respect?

Shared Decision Making combines responses to three survey questions that focus on decisions about taking prescription medicines:

Did you and a doctor or other health provider talk about the reasons you might want your child to take a medicine?

Did you and a doctor or other health provider talk about the reasons you might not want your child to take a medicine?

When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was

best for your child?

The Shared Decision Making composite measure was substantially revised with the introduction of CAHPS 5.0H and subsequently in 2015.

The following composite measures are calculated and reported for the CCC population:

Access to Specialized Services combines responses to three survey questions addressing the child’s access to special equipment or devices, therapies,

treatments, or counseling:

In the last 6 months, how often was it easy to get special medical equipment or devices for your child?

In the last 6 months, how often was it easy to get this therapy for your child?

In the last 6 months, how often was it easy to get this treatment or counseling for your child?

Personal Doctor Who Knows Child combines responses to three survey questions addressing the doctor’s understanding of the child’s health issues:


In the last 6 months, did your child’s personal doctor talk with you about how your child is feeling, growing, or behaving?

Does your child’s personal doctor understand how these medical, behavioral, or other health conditions affect your child’s day-to-day life?

Does your child’s personal doctor understand how your child’s medical, behavioral, or other health conditions affect your family’s day-to-day life?

Coordination of Care for Children with Chronic Conditions combines responses to two survey items addressing care coordination needs related to the

child’s chronic condition:

In the last 6 months, did you get the help you needed from your child’s doctors or other health providers in contacting your child’s school or daycare?

In the last 6 months, did anyone from your child’s health plan, doctor’s office, or clinic help coordinate your child’s care among these different

providers or services?

In addition to the eight composite measures listed above, question summary rates are also reported for two survey items summarizing the following concepts:

Health Promotion and Education

In the last 6 months, did you and your child’s doctor or other health provider talk about specific things you could do to prevent illness in your child?

Coordination of Care

In the last 6 months, how often did your child’s personal doctor seem informed and up-to-date about the care your child got from these doctors or other

health providers?

The results for Health Promotion and Education and Coordination of Care are reported for the general child Medicaid population. Additional question summary

rates calculated and reported for the CCC population include:

Getting Needed Information

In the last 6 months, how often did you have your questions answered by your child’s doctors or other health providers?

Access to Prescription Medicines

In the last 6 months, how often was it easy to get prescription medicines for your child through his or her health plan?


CALCULATION AND REPORTING OF RESULTS

QUESTION SUMMARY RATES AND COMPOSITE GLOBAL PROPORTIONS

Question Summary Rates express the proportion of respondents selecting the response option(s) of interest from a given question on the survey.

Rating questions use a 0 to 10 scale with 10 being the most favorable response. Results are reported as the proportion of members selecting one of the

top three responses (8, 9, or 10).

Most survey items use a Never, Sometimes, Usually, or Always scale, with Always being the most favorable response. Results are reported as the

proportion of members selecting Usually or Always.

Shared Decision Making and Health Promotion and Education use a Yes or No scale, with Yes being the desired response. Results are reported as the

proportion of members selecting Yes.

Items contributing to CCC composites Personal Doctor Who Knows Child and Coordination of Care for Children with Chronic Conditions use a Yes or No

scale, with Yes being the most favorable response. Results are reported as the proportion of members selecting Yes.

Composite Global Proportions express the proportion of respondents selecting the response option(s) of interest from a given group of questions on the

survey. They are calculated by first determining the proportion of respondents selecting the reported response(s) on each survey question contributing to the

composite and subsequently averaging these proportions across all items in the composite.

For composite measures except Shared Decision Making, results are reported as Usually or Always global proportions.

For the Shared Decision Making composite, the proportion of Yes is reported.

For two of the three CCC composites (Personal Doctor Who Knows Child and Coordination of Care for Children with Chronic Conditions), the proportion of

Yes is reported.

Throughout the report, all question summary rates and composite global proportions are rounded to two decimal places for display purposes (e.g., 0.23456 is

displayed as 23.46%). However, all calculations involving rates and proportions, including statistical significance testing, are carried out prior to rounding. For

more details on the calculations please refer to HEDIS 2016, Volume 3: Specifications for Survey Measures or consult the Appendix.


RATING AND COMPOSITE MEANS

In addition to the QSRs and global proportions, CSS calculated rating and composite means on a 3-point scale. The mean scoring procedure is described in

more detail in the Scoring for NCQA Accreditation section as well as in the Appendix of this report.

NCQA MINIMUM DENOMINATOR SIZE

NCQA requires health plans to achieve a denominator of at least 100 valid responses to obtain a reportable result on a measure. The denominator for an

individual question is the total number of valid responses to that question. The denominator for a composite is the average number of responses across all

questions in the composite (note: composite denominators are rounded for display purposes). If the denominator for a particular rate is less than 100, NCQA

assigns a measure result of “NA”. This report presents results for all measures, regardless of denominator size. Any result that does not meet the NCQA

threshold of 100 valid responses is denoted with “NA”. The only exception is the Scoring for NCQA Accreditation section, where reporting is limited to the

measures that meet the NCQA minimum denominator threshold.

COMPARISONS TO NATIONAL BENCHMARKS AND PRIOR-YEAR PLAN RESULTS

Throughout the report, the 2016 ABH of LA question summary rates and composite global proportions are compared to the 2016 CSS Child Medicaid Average

as well as to the 2015 NCQA Child Medicaid National Average (All LOBs), where available. The 2016 CSS Child Medicaid Average is calculated by pooling survey

responses across nine representative Child Medicaid plans surveyed by CSS. The 2015 NCQA Child Medicaid National Average (All LOBs) is made up of Child


If prior-year results are available for ABH of LA, they are provided alongside the 2016 plan results for comparison. Where appropriate, year-to-year changes in

results are tested for statistical significance. All of the statistical tests are carried out at the 95% confidence level (i.e., there is a 95% probability that the

observed difference is not due to chance).

SUMMARY OF SURVEY RESULTS

Exhibit 2 provides a high-level overview of the 2016 ABH of LA results on key survey measures. These include overall ratings, composite global proportions, and

QSRs for additional content areas. Where applicable, changes in plan scores over time and comparisons to relevant national benchmarks are reported and

tested for statistical significance.


EXHIBIT 2. 2016 ABH OF LA CHILD MEDICAID WITH CCC MEASURE CAHPS SURVEY: SUMMARY OF RESULTS ON KEY MEASURES

2016 Plan

Rate Mean

Percentile for

Accreditation

Ratings (General Population)

Rating of Personal Doctor 87.23% No data*** -2.75% -0.94% 2.6844 75th

Rating of Specialist Seen Most Often NA 80.65% No data*** -4.83% -4.30% 2.6290 75th

Rating of All Health Care 80.32% No data*** -7.00% 5 -4.73% 5 2.5382 50th

Rating of Health Plan 78.77% No data*** -7.34% 5 -5.58% 5 2.4985 below 25th

Composite Measures (General Population)

Getting Needed Care 86.14% No data*** -0.78% 1.84% 2.5704 75th

Getting Care Quickly 88.97% No data*** -2.49% 0.42% 2.6549 50th

How Well Doctors Communicate 94.78% No data*** 0.55% 1.65% 2.7911 90th

Customer Service NA 86.93% No data*** -2.68% -0.59% 2.5909 75th

Shared Decision Making NA 78.37% No data*** 0.28% 0.37% Not calculated Not scored

Additional Content Areas (General Population)

Health Promotion and Education 69.92% No data*** -2.91% -1.19% 2.3984 Not scored

Coordination of Care NA 85.54% No data*** 0.76% 3.79% 2.4819 75th

Children with Chronic Conditions Measures (CCC Population)

Access to Prescription Medicines 88.89% No data*** -1.08% 2.6207 Not scored

Access to Specialized Services NA 77.94% No data*** 0.39% 2.4012 Not scored

Getting Needed Information 93.85% No data*** 2.70% 2.7500 Not scored

Personal Doctor Who Knows Child 92.28% No data*** 2.58% Not calculated Not scored

Coordination of Care for Children With

Chronic Conditions NA 79.40% No data*** 1.84% Not calculated Not scored

49170

** Comparisons to prior-year results and relevant benchmark scores are reported regardless of whether the rate meets the minimum denominator threshold for NCQA

reporting (n=100). All differences in rates are calculated prior to rounding and are rounded for display purposes only. All statistical tests are conducted at the 95% confidence

level. Statistically significant differences between the plan and the comparison score are marked as 4 when the plan's score is higher or 5 when the plan's score is lower.

*** The result is not available because the measure is new or not trendable, or the plan did not collect survey data in a prior year.

Difference** between 2016 Plan Rate and...2016 NCQA Accreditation

Scoring

2015 Plan Rate

2016 CSS Child

Medicaid Average

2015 NCQA Child

Medicaid National

Average, All LOBsCAHPS 5.0H Survey Measures*

"NA" appears next to the measure name and a lighter display is used for results to indicate that the result is not reportable by NCQA due to insufficient denominator (less than

100 responses). In such cases, CSS calculates measure results for reference only.

* Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA.

How Well Doctors Communicate was retired from Accreditation scoring in 2015. Accreditation mean and percentile values for this measure are provided for reference only.

Not calculated

Not calculated

Not calculated

Not calculated

Not calculated


DETAILED PERFORMANCE CHARTS

This section of the report includes detailed charts for composite global proportions, rating question summary rates (QSRs), as well as additional QSRs for

individual survey items. The charts have the following features:

TREND IN PLAN RESULTS

Plan scores are trended over three consecutive years of data collection, if available. A result may not be available if the plan did not conduct the survey in

a given year or if the measure is new or is not deemed appropriate for trending. In such cases, “No data” appears in place of the score.

Where appropriate, changes in the distribution of favorable ratings over time are shown in the Top Rating Distribution panel of the chart (i.e., percent

responding 8 vs. percent responding 9 or 10, or percent responding Usually vs. percent responding Always).

The number of valid responses (the NCQA-defined denominator, n) appears above each bar. If the number of responses is less than 100, “NA” appears

next to the value of n, indicating that the result is not reportable by NCQA. CSS calculates the unofficial rate for reference only.

Statistical comparisons are conducted between the current-year rate and each of the prior-year rates, if available. Where appropriate, differences in both

standard (e.g., 8 + 9 + 10 or Usually + Always) as well as top-box (e.g., 9 + 10 or Always) rates are tested for statistical significance at the 95% confidence

level. Statistically significant differences are indicated with a symbol next to the comparison score. For example, appearing next to the 2015 rate

denotes a statistically significant difference between the 2016 and 2015 rates.

COMPARISON TO NCQA PERFORMANCE BENCHMARKS AND PERCENTILES

To provide ABH of LA with an indication of the plan’s performance with respect to industry benchmarks on key CAHPS measures, CSS licensed the 2015 NCQA

Quality Compass CAHPS Booklet. The CAHPS Booklet includes QSRs and global proportions corresponding to the national Quality Compass averages as well as

the 10th, 25th, 50th, 75th, and 90th performance percentiles for all lines of business. CSS’s agreement with NCQA authorizes CSS to provide this information to

ABH of LA for the plan’s internal use only. Under the terms of this agreement, ABH of LA may not publicly report these results.

If the 2015 NCQA benchmarks are available, the bar representing the 2016 ABH of LA score is juxtaposed against the NCQA percentile distribution,

providing an indication of the plan’s competitive position on the measure. Note that the performance percentiles displayed in these charts are calculated

on the basis of QSRs and global proportions and are different from the mean score-based percentiles used for NCQA Accreditation scoring. In many cases,

the plan’s performance percentile will not correspond to its Accreditation percentile (see Scoring for NCQA Accreditation).


The horizontal lines displayed on the charts correspond to the 2016 CSS Child Medicaid Average as well as the 2015 NCQA Child Medicaid National Average

(All LOBs), if available. If the 2016 ABH of LA score is significantly different from any of these benchmark scores at the 95% confidence level, appears

next to the relevant score.


Rating of Personal DoctorPercent Responding 8, 9, or 10

49170

Tests of statistical significance were conducted for the following reportable rates: (8 + 9 + 10) and (9 + 10). Statistically significant differences, tested at the 95% confidence level, between the plan's current-

year rate and a comparison rate (the plan's prior-year, national, or, if applicable, regional rate) are marked with a symbol next to the comparison rate.

Trend in Plan Results Comparison to National Averages and Percentiles*

* 2015 NCQA Child Medicaid National Percentile, All LOBs

The denominator (n) represents the number of valid responses collected for the measure. If n is less than 100, "NA" is displayed next to the value of n, indicating that the rate is not reportable by NCQA. CSS

calculates and reports the rate for reference only. If the plan did not collect survey data in a given year or the measure is not trendable, "No data" appears in place of n.

8

9 or 10

No data

10th 84.91%

25th 86.87%

50th 88.32%

75th 89.64%

90th 90.78%

89.98%

88.17%8, 9, or 10

87.23% 87.23%

No data n = 282

Top Rating Distribution

75.53%

11.70%

2014 2015 2016

2016 CSS Child Medicaid Average (89.98%)

2015 NCQA Child Medicaid National Average – All LOBs (88.17%)


Rating of Specialist Seen Most OftenPercent Responding 8, 9, or 10

49170







8

9 or 10

No data

10th 80.95%

25th 82.91%

50th 84.81%

75th 87.27%

90th 90.00%

85.48%

84.95%

8, 9, or 10

80.65% 80.65%

No data n = 62 (NA)


70.97%

9.68%

2014 2015 2016




Rating of All Health CarePercent Responding 8, 9, or 10

49170







8

9 or 10

No data

10th 81.55%

25th 83.39%

50th 85.33%

75th 87.02%

90th 88.07%

87.32%

85.05%

8, 9, or 10

80.32% 80.32%

No data n = 249


65.86%

14.46%

2014 2015 2016




Rating of Health PlanPercent Responding 8, 9, or 10

49170







8

9 or 10

No data

10th 79.57%

25th 81.97%

50th 84.78%

75th 86.94%

90th 89.22%

86.11%

84.35%8, 9, or 10

78.77% 78.77%

No data n = 325


64.00%

14.77%

2014 2015 2016




Getting Needed Care (Composite)Percent Responding Always or Usually

49170

Tests of statistical significance were conducted for the following reportable rates: (Always + Usually) and Always. Statistically significant differences, tested at the 95% confidence level, between the plan's

current-year rate and a comparison rate (the plan's prior-year, national, or, if applicable, regional rate) are marked with a symbol next to the comparison rate.





Usually

Always

No data

10th 78.75%

25th 81.32%

50th 84.96%

75th 87.83%

90th 89.67%

86.91%

84.30%Always or Usually 86.14% 86.14%

No data n = 158


70.91%

15.23%

2014 2015 2016




Getting Needed Care (Contributing Items)Percent Responding Always or Usually

49170



Q15. In the last 6 months, how often was it easy to get the care, tests, or

treatment your child needed?

Q46. In the last 6 months, how often did you get an appointment for

your child to see a specialist as soon as you needed?



Usually

Always

No data

91.23%

Always or Usually

89.92%

No data n = 248


69.76%

20.16%

2014 2015 2016


Usually

Always

No data

82.59%

Always or Usually

82.35%

No data n = 68 (NA)


72.06%

10.29%

2014 2015 2016



Getting Care Quickly (Composite)Percent Responding Always or Usually

49170







Usually

Always

No data

10th 82.50%

25th 85.65%

50th 89.54%

75th 92.30%

90th 93.65%

91.46%

88.55%Always or Usually 88.97% 88.97%

No data n = 186


76.52%

12.45%

2014 2015 2016




Getting Care Quickly (Contributing Items)Percent Responding Always or Usually

49170



Q4. In the last 6 months, when your child needed care right away, how

often did your child get care as soon as he or she needed?

Q6. In the last 6 months, when you made an appointment for a check-

up or routine care for your child at a doctor's office or clinic, how often

did you get an appointment as soon as your child needed?



Usually

Always

No data

92.65%

Always or Usually

90.70%

No data n = 129


80.62%

10.08%

2014 2015 2016


Usually

Always

No data

90.27%

Always or Usually

87.24%

No data n = 243


72.43%

14.81%

2014 2015 2016



How Well Doctors Communicate (Composite)Percent Responding Always or Usually

49170







Usually

Always

No data

10th 89.91%

25th 91.84%

50th 93.50%

75th 94.64%

90th 95.65%

94.23%

93.13%Always or Usually

94.78% 94.78%

No data n = 230


84.33%

10.44%

2014 2015 2016




How Well Doctors Communicate (Contributing Items)Percent Responding Always or Usually

49170

Q33. In the last 6 months, how often did your child’s personal doctor

listen carefully to you?


explain things about your child's health in a way that was easy to

understand?





Usually

Always

No data

94.74%

Always or Usually

96.52%

No data n = 230


85.65%

10.87%

2014 2015 2016


Usually

Always

No data

95.71%

Always or Usually

95.20%

No data n = 229


86.46%

8.73%

2014 2015 2016




49170






show respect for what you had to say?


spend enough time with your child?

Usually

Always

No data

96.58%

Always or Usually

96.52%

No data n = 230


87.39%

9.13%

2014 2015 2016


Usually

Always

No data

89.89%

Always or Usually

90.87%

No data n = 230


77.83%

13.04%

2014 2015 2016



Customer Service (Composite)Percent Responding Always or Usually

49170







Usually

Always

No data

10th 83.31%

25th 85.96%

50th 87.67%

75th 89.43%

90th 91.06%

89.62%

87.52%

Always or Usually

86.93% 86.93%

No data n = 88 (NA)


72.16%

14.77%

2014 2015 2016




Customer Service (Contributing Items)Percent Responding Always or Usually

49170



Q50. In the last 6 months, how often did customer service at your child’s

health plan give you the information or help you needed?

Q51. In the last 6 months, how often did customer service staff at your

child’s health plan treat you with courtesy and respect?



Usually

Always

No data

85.47%

Always or Usually

85.23%

No data n = 88 (NA)


63.64%

21.59%

2014 2015 2016


Usually

Always

No data

93.77%

Always or Usually88.64%

No data n = 88 (NA)


80.68%

7.95%

2014 2015 2016



Shared Decision Making (Composite)Percent Responding Yes

49170


Trending Note: This composite measure was revised in 2015. 2014 results are not trendable.

Tests of statistical significance were conducted for the Yes rate. Statistically significant differences, tested at the 95% confidence level, between the plan's current-year rate and a comparison rate (the plan's

prior-year, national, or, if applicable, regional rate) are marked with a symbol next to the comparison rate.




No data

10th 72.77%

25th 75.76%

50th 78.91%75th 80.88%90th 82.61%

78.09%

78.00%

Yes

78.37% 78.37%

No data n = 79 (NA)

2014 2015 2016




Shared Decision Making (Contributing Items)Percent Responding Yes

49170

Trending Note: Q11 – The question was revised in 2015. 2014 results are not trendable.

Q12 – The question was revised in 2015. 2014 results are not trendable.

Q11. Did you and a doctor or other health provider talk about the reasons

you might want your child to take a medicine?

Q12. Did you and a doctor or other health provider talk about the

reasons you might not want your child to take a medicine?





No data

90.39%

Yes

96.20%

No data n = 79 (NA)

2014 2015 2016


No data

64.19%

Yes

64.56%

No data n = 79 (NA)

2014 2015 2016




49170





Q13. When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you

what you thought was best for your child?

No data

79.68%Yes

74.36%

No data n = 78 (NA)

2014 2015 2016



Health Promotion and Education (Single Item)Percent Responding Yes

49170







No data

10th 66.67%

25th 68.29%

50th 70.83%

75th 73.45%

90th 76.50%

72.83%

71.11%Yes

69.92% 69.92%

No data n = 246

2014 2015 2016




Coordination of Care (Single Item)Percent Responding Always or Usually

49170







Usually

Always

No data

10th 77.52%

25th 79.83%

50th 81.97%

75th 84.38%

90th 87.00%

84.78%


85.54% 85.54%

No data n = 83 (NA)


62.65%

22.89%

2014 2015 2016




Forms from Plan Were Easy to Fill Out (Single Item)Percent Responding Always or Usually

49170





Q53. In the last 6 months, how often were the forms from your child’s health plan easy to fill out? (Note: Following NCQA

guidelines, respondents who did not have to fill out any forms from the health plan are counted as answering "Always".)

Usually

Always

No data

95.58%

Always or Usually

96.25%

No data n = 320


91.88%

4.38%

2014 2015 2016



Access to Prescription Medicines (Single Item)Percent Responding Always or Usually

49170







Usually

Always

No data

10th 84.58%

25th 87.67%

50th 90.11%

75th 93.02%

90th 94.42%

89.97%

Always or Usually

88.89% 88.89%

No data n = 261


73.18%

15.71%

2014 2015 2016

Due to insufficient data, the 2016 CSS Child Medicaid Average for the

CCC population could not be calculated.

2015 NCQA Child Medicaid National Average (CCC Population) – All LOBs (89.97%)


Access to Specialized Services (Composite)Percent Responding Always or Usually

49170





Trend in Plan Results


Comparison to National Averages and Percentiles*

Usually

Always

No data

10th 69.06%

25th 74.92%

50th 77.63%

75th 82.01%

90th 83.23%

77.55%

Always or Usually77.94% 77.94%

No data n = 71 (NA)


62.18%

15.76%

2014 2015 2016





Getting Needed Information (Single Item)Percent Responding Always or Usually

49170








Usually

Always

No data

10th 88.39%

25th 89.54%

50th 91.16%

75th 93.10%

90th 93.92%

91.15%

Always or Usually

93.85% 93.85%

No data n = 260


81.15%

12.69%

2014 2015 2016





Personal Doctor Who Knows Child (Composite)Percent Responding Yes

49170







No data

10th 85.64%

25th 88.44%

50th 90.47%

75th 91.40%

90th 92.61%

89.70%

Yes

92.28% 92.28%

No data n = 223

2014 2015 2016





Coordination of Care for Children With Chronic Conditions (Composite)Percent Responding Yes

49170








No data

10th 72.04%

25th 75.26%

50th 77.58%

75th 79.89%

90th 80.63%

77.56%

Yes

79.40% 79.40%

No data n = 98 (NA)

2014 2015 2016





ANALYSIS OF MEMBER CHARACTERISTICS

This section of the report presents a detailed profile of the health plan’s membership. In addition to member demographics and health status, responses to

survey items that assess utilization of healthcare services are included.

Each plan’s membership mix is shaped by multiple factors, most of which are beyond the scope of this survey. These include benefit design, geography,

availability of health plan choices, and member self-selection into products that best meet their needs. CSS’s analysis of industry data suggests that there is

considerable variation in demographic makeup and member utilization patterns across plans. To the extent that various member segments have distinct

healthcare needs, utilization patterns, expectations, experiences, as well as attitudes and perceptions, their ratings of the same health plan will likely differ.

Certain member characteristics (e.g., health status) appear to be directly related to differences in healthcare needs and utilization levels. For example, some

plans have predominantly healthy members, whose interactions with care providers and the plan tend to be limited. By contrast, other plans serve populations

with higher rates of illness. These members tend to have more frequent encounters with the healthcare system and as a result may become more experienced

users of health plans. The ways in which members use the plan, the frequency of their interactions with providers and staff, and their overall level of familiarity

with how the plan works may affect ratings.

In addition to health care needs and utilization patterns, demographic characteristics have been shown to have an effect on survey responses. For example, all

else being equal, older respondents and members of certain ethnic groups (e.g., Hispanic or Latino respondents) tend to rate their health care providers and

plans more positively. By contrast, more educated members rate more critically, regardless of age or ethnicity.

While the interplay between these membership variables (often referred to as the plan’s “case mix”) and health plan ratings is complex, health plan ratings

clearly vary across demographic groups and user segments. Understanding the plan’s case mix can help managers to gain insight into possible sources of this

variation.

The charts on the following pages compare your plan’s membership profile to the relevant national distribution on demographic characteristics and utilization

patterns. The pie charts in the upper half of each panel contrast the distribution of the ABH of LA membership on a given variable (e.g., gender, education

level, number of doctor visits, etc.) with the national distribution on the same variable. The bar chart in the lower half of each panel shows how the overall

rating of the plan varies by member segment.


HEALTH STATUS AND DEMOGRAPHICS

The following characteristics are profiled in this section:

Child’s age

Child’s gender

Child’s health status

Child’s mental or emotional health status

Respondent’s age

Respondent’s gender

Respondent’s education level

Respondent’s relationship to the child

Child’s race

Child’s ethnicity (Hispanic or Latino)


Note: all percentages are rounded for display. Rating of Health Plan score should be interpreted with caution if the size of the group (pie slice) is small. 49170

* Represents the combined distribution of responses to this question for all plans included in the 2016 CSS Child Medicaid Average.

2016 This Plan National Distribution* 2016 This Plan National Distribution*

Percent of This Plan's Members Rating the Plan

as 8, 9, or 10 by Response to Q74**



** Includes members of this health plan who answered the question and provided a valid response to Q54 (Rating of Health Plan). "No data" appears in place of the score if none of the group

respondents provided a valid response to Q54 or if no one rated the plan as 8, 9, or 10.

Q74. What is your child’s age? Q75. Is your child male or female?

93%

79%

67%

60%

80%

73%

80%

85%

Less than 1 year old

1 year old

2 years old

3 years old

4 to 6 years old

7 to 9 years old

10 to 13 years old

14 to 18 years old

9%9%

6%

5%

16%19%

20%

17%

Less than 1 year old 1 year old 2 years old3 years old 4 to 6 years old 7 to 9 years old10 to 13 years old 14 to 18 years old

2%4%

7%

6%

17%

18%

23%

23%

80%

77%

Male

Female

51%

49%

Male Female

52%

48%




Q58. In general, how would you rate your child’s overall health?Q59. In general, how would you rate your child's overall mental or emotional

health?








82%

78%

71%

80%

100%

Excellent

Very Good

Good

Fair

Poor

46%

35%

14%

5%<1%

Excellent Very Good Good Fair Poor

43%

32%

20%

4%<1%

58%22%

12%

8%

<1%

Excellent Very Good Good Fair Poor

52%25%

17%

6% <1%

81%

79%

68%

85%

50%

Excellent

Very Good

Good

Fair

Poor




Q78. What is your age?

2016 This Plan National Distribution*







Q79. Are you male or female?


60%

78%

81%

80%

86%

90%

75%

No data

Under 18

18 to 24

25 to 34

35 to 44

45 to 54

55 to 64

65 to 74

75 or older

6%

9%

35%31%

14%

3%3%

0%

Under 18 18 to 24 25 to 34 35 to 44

45 to 54 55 to 64 65 to 74 75 or older

6% 6%

31%

35%

15%

5%

2%<1%

86%

79%

Male

Female

11%

89%

Male Female

11%

89%




Q80. What is the highest grade or level of school that you have completed?







Q81. How are you related to the child?

2016 This Plan National Distribution*2016 This Plan National Distribution*

80%

72%

87%

78%

77%

72%

8th grade or less

Some high school, but did not…

High school graduate or GED

Some college or 2-year degree

4-year college graduate

More than 4-year college degree

2%

8%

30%

37%

14%

10%

8th grade or less Some high school, but did not graduate

High school graduate or GED Some college or 2-year degree

4-year college graduate More than 4-year college degree

9%

15%

36%

28%

8%5%

80%

78%

67%

100%

50%

100%

No data

Mother or father

Grandparent

Aunt or uncle

Older brother or sister

Other relative

Legal guardian

Someone else

92%

6%

<1%

<1%<1%

<1%0%

Mother or father Grandparent Aunt or uncle

Older brother or sister Other relative Legal guardian

Someone else

92%

6%

<1%

<1%<1%

1%<1%




Q77. What is your child’s race? Mark one or more.

% White


% Black or African-American


% Asian

2016 This Plan National Distribution* 2016 This Plan National Distribution* 2016 This Plan National Distribution*

National Distribution*

67%



82%

Percent of White Members Rating

the Plan as 8, 9, or 10**76%

Percent of Black or African-

American Members Rating the Plan

as 8, 9, or 10**

84%Percent of Asian Members Rating

the Plan as 8, 9, or 10**

Percent of Native Hawaiian or other

Pacific Islander Members Rating the

Plan as 8, 9, or 10**

100%

Percent of American Indian or

Alaska Native Members Rating the

Plan as 8, 9, or 10**

81%

Percent of Yes, Hispanic or Latino

Members Rating the Plan as 8, 9, or

10**


% Native Hawaiian or other Pacific Islander


% American Indian or Alaska Native

Q76. Is your child of Hispanic or Latino origin or

descent?

% Yes, Hispanic or Latino

2016 This Plan National Distribution* 2016 This Plan National Distribution* 2016 This Plan

76%

16%

3%

<1% 3%

40%

53%

41%

6%

1% 5%

14%


USE OF SERVICES

The following utilization measures are included in this section:

Seeking urgent care

Making appointments for routine care

Discussing prescription medications with doctor

Having a personal doctor

Receiving care from a provider other than personal doctor

Making an appointment to see a specialist

Number of visits to a doctor’s office or clinic

Number of specialists seen





as 8, 9, or 10 by Q45 (Yes/No)**




Q3. In the last 6 months, did your child have an

il lness, injury, or condition that needed care right

away in a clinic, emergency room, or doctor’s

office? (% Yes)

Q10. In the last 6 months, did you and your child's

doctor or other health provider talk about starting

or stopping a prescription medicine for your child?

(% Yes)

Q30. A personal doctor is the one your child would

see if he or she needs a check-up, has a health

problem, or gets sick or hurt. Does your child have

a personal doctor? (% Yes)

Q39. In the last 6 months, did your child get care

from a doctor or other health provider besides his

or her personal doctor? (% Yes)

Q45. In the last 6 months, did you make any

appointments for your child to see a specialist? (%

Yes)



as 8, 9, or 10 by Q3 (Yes/No)**



appointments for a check-up or routine care for

your child at a doctor's office or clinic? (% Yes)



as 8, 9, or 10 by Q5 (Yes/No)**

2016 This Plan


as 8, 9, or 10 by Q10 (Yes/No)**



as 8, 9, or 10 by Q30 (Yes/No)**


as 8, 9, or 10 by Q39 (Yes/No)**

75%

82%

Yes

No

39%

80%

77%

Yes

No

71%

79%

80%

Yes

No

33%

80%

67%

Yes

No

92%

81%

83%

Yes

No

44%

83%

78%

Yes

No

23%

74%

32%

38%21%

39%

86%









Q7. In the last 6 months, not counting the times your child went to an

emergency room, how many times did he or she go to a doctor’s office or clinic

to get health care?

Q47. How many specialists has your child seen in the last 6 months?

(Note: the question applies only to those respondents who had appointments

with specialists.)



76%

80%

77%

76%

88%

82%

75%

None

1 time

2

3

4

5 to 9

10 or more times

23%

23%

23%

11%

8%

10%

2%

None 1 time 2 3 4 5 to 9 10 or more times

22%

25%23%

13%

7%7% 2%

100%

88%

80%

33%

No data

50%

None

1 specialist

2

3

4

5 or more specialists

7%

61%

24%

4%0% 3%

None 1 specialist 2 3 4 5 or more specialists

7%

65%

18%

6%2%

2%


SCORING FOR NCQA ACCREDITATION

In order to be used for HEDIS reporting and NCQA Accreditation, HEDIS/CAHPS survey results must be calculated by NCQA. All of the results reported in this

section should be used only as guidelines for estimating the plan’s Accreditation score.

CALCULATION OF MEAN SCORES

This section outlines how NCQA assigns points toward Accreditation earned by the plan based on its CAHPS survey results. Mean scores provide the basis for

calculating Accreditation points. For more information, please refer to the following documents: HEDIS 2016, Volume 3: Specifications for Survey Measures and

NCQA 2016 Accreditation Benchmarks and Thresholds (released in February 2016). Note that NCQA usually releases final benchmarks and thresholds in its

Accreditation Benchmarks and Thresholds – Mid-Year Update memo in early August.

As the first step in the mean scoring procedure, all of the original responses are converted to a 3-point scale at the respondent level as follows (note: missing,

invalid, and “Don’t know” responses are excluded):

Measure Used in Accreditation Scoring Mean Scoring Scale Based on Responses

Composites and related items; Coordination of Care Never or Sometimes = 1; Usually = 2; Always = 3

Ratings 0 to 6 = 1; 7 or 8 = 2; 9 or 10 = 3

Next, for each rating question, single-item measure (e.g., Coordination of Care), and survey item contributing to a composite, the mean of these recoded score

values is computed across all valid responses. For composite measures, the mean of the question means is computed to arrive at the composite mean (note:

each question in a composite is weighted equally, regardless of how many members respond). An example of this calculation is illustrated in the Appendix.

Prior to 2011, to account for inherent sampling variation, NCQA adjusted the means by adding 0.07 to each of the four rating means as well as to the Claims

Processing (Commercial line only) and Customer Service composite means. NCQA also added 0.05 to the Getting Needed Care, Getting Care Quickly, and How

Well Doctors Communicate composite means. Final points toward NCQA Accreditation were awarded on the basis of these “adjusted” means. This adjustment

was gradually eliminated over the five-year period from 2011 to 2015. If available, results from the 2014 survey reflect the final year when adjusted means

were used in Accreditation scoring. A health plan’s CAHPS survey results can contribute up to 13 points towards the plan’s total NCQA Accreditation score.

NCQA determines the Accreditation points contributed by each CAHPS survey measure by first comparing the plan’s mean score on the measure with a

national 90th percentile “benchmark” and with national thresholds (the 75th, 50th and 25th percentiles). The plan’s percentile on each measure is then translated

into a point value component of the Accreditation score. Note: CSS does not calculate the CAHPS component of the plan’s Accreditation score.


The Coordination of Care measure was added to Accreditation scoring in 2016. If available, the plan’s 2014 and 2015 mean scores on this measure are reported

in the next section. Note, however, that NCQA introduced the national benchmark and thresholds for Coordination of Care only in 2016.

The How Well Doctors Communicate composite measure was retired from Accreditation scoring in 2015. However, NCQA continues to provide the national

benchmark and thresholds for this measure, and health plans may find their scores on this composite informative. This report includes your plan’s score trend

on How Well Doctors Communicate for reference.

THREE-YEAR TREND IN ACCREDITATION MEANS

The charts on the following pages show the trend in the plan’s mean scores over time, where applicable and/or available. Since these scores are used

exclusively for Accreditation scoring, the reported means are limited to the measures that are scored for NCQA Accreditation and meet the NCQA minimum

denominator threshold of 100 valid responses. The charts have the following features:

The 2016 NCQA Accreditation percentile is provided at the top of each chart. Note that this percentile value is based on the plan’s mean score and may

not necessarily correspond to its performance percentile shown in the Detailed Results Charts.

The plan’s Accreditation mean scores are plotted in relation to the NCQA Accreditation percentile thresholds. Each data point is labeled to reflect two

components of the score: [1] the unadjusted mean and [2] if applicable, the sampling variation adjustment added to the mean to arrive at the adjusted

mean for Accreditation scoring. Note that the sampling variation adjustment was in effect only prior to 2015.

If the number of responses is less than 100, “NA” appears next to the year label, indicating that the result is not reportable by NCQA. In such cases the

result is not displayed.


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2016 NCQA Accreditation Percentile: 50th 2016 NCQA Accreditation Percentile: below 25th

* The plan did not collect survey data in a given year. "(NA)" indicates that the score is not reportable by NCQA because fewer than 100 responses were collected for

the measure.

Rating of Personal Doctor Rating of Specialist Seen Most Often

Rating of All Health Care Rating of Health Plan

2016 NCQA Accreditation Percentile: 75th 2016 NCQA Accreditation Percentile: NA

25th; 2.53 25th; 2.53

50th; 2.59 50th; 2.59

75th; 2.62 75th; 2.62

90th; 2.66 90th; 2.66

2014* 2015* 2016 (NA)

25th; 2.49 25th; 2.49

50th; 2.52 50th; 2.52

75th; 2.57 75th; 2.57

90th; 2.59 90th; 2.59

2.5382

2014* 2015* 2016

25th; 2.51 25th; 2.51

50th; 2.57 50th; 2.57

75th; 2.62 75th; 2.62

90th; 2.67 90th; 2.67

2.4985

2014* 2015* 2016

25th; 2.58 25th; 2.58

50th; 2.62 50th; 2.62

75th; 2.65 75th; 2.65

90th; 2.69 90th; 2.692.6844

2014* 2015* 2016


Note: The Accreditation thresholds for this measure changed in 2015 and 2016.

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* The plan did not collect survey data in a given year. "(NA)" indicates that the score is not reportable by NCQA because fewer than 100 responses were collected for

the measure.

How Well Doctors Communicate

Getting Needed Care Getting Care Quickly

Customer Service

2016 NCQA Accreditation Percentile: 75th 2016 NCQA Accreditation Percentile: 50th

2016 NCQA Accreditation Percentile: 90th 2016 NCQA Accreditation Percentile: NA

NCQA retired this measure from Accreditation scoring in 2015. Accreditation mean

and percentile values for 2016 and 2015 are provided for reference only.

25th; 2.38 25th; 2.39

50th; 2.46 50th; 2.47

75th; 2.52 75th; 2.53

90th; 2.57 90th; 2.582.5704

2014* 2015* 2016

25th; 2.54 25th; 2.54

50th; 2.61 50th; 2.61

75th; 2.66 75th; 2.66

90th; 2.69 90th; 2.692.6549

2014* 2015* 2016

25th; 2.63 25th; 2.63

50th; 2.68 50th; 2.68

75th; 2.72 75th; 2.72

90th; 2.75 90th; 2.75

2.7911

2014* 2015* 2016

25th; 2.50 25th; 2.50

50th; 2.53 50th; 2.53

75th; 2.58 75th; 2.58

90th; 2.63 90th; 2.63

2014* 2015* 2016 (NA)


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Coordination of Care2016 NCQA Accreditation Percentile: NA

NCQA added this measure to Accreditation scoring in 2016. The

2014/2015 area of the chart represents the current NCQA benchmark

and threshold levels. The cross-hatched pattern indicates that they

were not used in Acreditation scoring prior to 2016 and are provided

for reference only.

* The plan did not collect survey data in a given year. "(NA)" indicates

that the score is not reportable by NCQA because fewer than 100

responses were collected for the measure.

25th; 2.36 25th; 2.36

50th; 2.41 50th; 2.41

75th; 2.46 75th; 2.46

90th; 2.51 90th; 2.51

2014* 2015* 2016 (NA)


KEY DRIVER ANALYSIS

OBJECTIVES

CSS’s Key Driver Analysis (KDA) highlights some of the key differences between high- and low-rated health plans at the industry level. The principal objectives

of the KDA are:

To isolate a set of plan attributes, or key drivers, that distinguish high-rated plans from low-rated plans;

To highlight industry best practices on the key driver measures;

To compare ABH of LA to industry best practices in these areas; and

To estimate the impact of improving the plan’s performance on these measures on its overall rating.

TECHNICAL APPROACH

INDUSTRY VIEW

Industry-level analysis, which uses health plans as units of analysis, has a number of important advantages compared to the alternative approach, which

focuses on member experiences within a single plan. Certain plan attributes are strongly related to member satisfaction at the industry level. However, these

relationships may be missed if we focus on only one plan at a time. For example, it has been shown that plans that are rated highly on measures of access and

availability of care tend to have high overall ratings. Conversely, poor access scores are associated with low overall plan scores. This relationship is readily

apparent when ratings are compared across plans. However, within a specific plan, member experiences may not be sufficiently varied to reveal the underlying

relationship. That is, if all of the plan’s members are equally dissatisfied with access to care, this measure will show a misleadingly low correlation with the

overall rating of the plan. As a result, the plan may underestimate the key role of access to care as a driver of member satisfaction and miss a critical

opportunity for improvement.

In addition, expressing every CAHPS survey variable as a plan-level rate yields a complete and rich information set on each plan. This effectively eliminates any

“gaps” in respondent-level data from a single plan caused by survey skip patterns and allows every response to be used in the analysis.

Finally, in addition to the standard CAHPS performance measures, other sources of differences between health plans can be explored, increasing the

explanatory power of the model and allowing for more precise estimation of the individual key driver effects. These include experience rates, which are based


on responses to the CAHPS screener questions. Screeners establish whether a member had a particular type of experience or interaction with the plan (e.g.,

contacted customer service, searched for information in the plan’s written materials, etc.). CSS’s analysis shows that these experience variables explain a

significant portion of the plan’s overall satisfaction score. Additional components of the overall score include utilization rates and demographic characteristics

of the plan’s membership, addressed in more detail in the Analysis of Member Characteristics section of this report. Clearly, from the plan’s perspective, some

of these factors are more actionable than others. However, to yield an accurate model of key drivers of member satisfaction, the analysis must take into

account any and all measurable influences on the overall rating of the plan.

KEY DRIVER MODEL DEVELOPMENT

The CSS Key Driver Model was developed on the basis of a rich dataset of CAHPS survey results comprising 395 Child Medicaid samples included in the National

CAHPS Benchmarking Database (NCBD) in 2015 and 2014. CSS performed regression analysis of health plan ratings to identify the sources of variation in overall

satisfaction scores across the industry spectrum, using individual health plans as units of analysis. Regression analysis expresses mathematically the

relationship between plan attributes (predictors) and overall satisfaction scores, controlling for interdependencies among the predictors and other factors that

may influence ratings (e.g., member demographics, utilization patterns, etc.). Predictors were chosen carefully to yield a model that is both meaningful and

actionable from the health plan’s point of view.

All of the plan variables, including potential drivers of satisfaction (i.e., variables that the plan may consider actionable) and control variables (member

demographics, health status, utilization rates, product type, and year of data collection) were entered into the regression model, and the independent

contribution of each variable was estimated. As in the past, CSS excluded Rating of All Health Care from the list of predictors both because of its high

correlation with Rating of Health Plan and the presence of other survey items that measure more specific aspects of member experience. If included, Rating of

all Health Care would account for a large portion of the variance and confound coefficient estimates for the remaining variables in the model.

INDUSTRY KEY DRIVER MODEL

The table below lists five key drivers of Child Medicaid member satisfaction in order of importance, from highest to lowest, based on their relative contribution

to the Rating of Health Plan score. All of these variables have statistically significant coefficients in the regression model (p-value < 0.1). Performance on these

variables, together with the control variables, explains 67 percent of the industry variation in Child Medicaid health plan ratings. Note that this ordering reflects

only the strength of the overall relationship between each key driver and the health plan score at the industry level. It does not take into account how ABH of

LA is currently performing on these measures, and is thus not necessarily indicative of the plan’s improvement opportunities. Plan-specific improvement

targets, which take into account both the strength of the key driver and the plan’s current performance in the area, are presented graphically in the next

section.

Ratings of the plan are strongly related to members’ ability to get the care they need as soon as they need it (Q15, Q46, and Q6). Rating of Personal Doctor

(Q41) may reflect the quality of the health plan’s network and its ability to contract with better providers.


Key Driver Interpretation

Q15. Ease of getting needed care, tests, or treatment (percent Always or Usually)

The higher the proportion of respondents reporting that the necessary care, tests, or treatment were easy to get, the higher the overall plan score

Q41. Rating of Personal Doctor (percent 8, 9, or 10) The higher the proportion of members rating their child’s personal doctor as 8, 9, or 10, the higher the overall plan score

Q50. Customer service provided needed information or help (percent Always or Usually)

The higher the proportion of respondents who got the information or help they needed when they called customer service, the higher the overall plan score

Q46. Got specialist appointment as soon as needed (percent Always or Usually)

The higher the proportion of respondents who were able to get a specialist appointment when they needed it, the higher the overall plan score

Q6. Got an appointment for a check-up or routine care as soon as needed (percent Always or Usually)

The higher the proportion of respondents who made checkup/routine care appointments for their child at a doctor’s office or clinic during the past 6 months, the higher the overall plan score

OPPORTUNITIES FOR PLAN QUALITY IMPROVEMENT

Exhibit 3 lists opportunities and priorities for improvement identified specifically for ABH of LA. The ordering takes into account both the strength of each key

driver in the broad industry context and the plan’s current performance on the measure.

The middle panel of the chart compares the plan’s current performance to the best practice score on each key driver. CSS defined the best practice score as the

highest score among the nine Child Medicaid plans contributing to the 2016 CSS Child Medicaid Average. Room for improvement, represented by the green

arrows on the chart, is the difference between the 2016 ABH of LA score and the best practice score.

The bar chart on the right displays the expected improvement in the overall Rating of Health Plan score that could be achieved by ABH of LA if it performed on

par with the best practice plan on each of the key driver measures. Each bar represents the plan’s room for improvement on the key driver weighted by its

contribution to the Rating of Health Plan score.


EXHIBIT 3. 2016 ABH OF LA CHILD MEDICAID WITH CCC MEASURE CAHPS SURVEY: KEY AREAS AND PRIORITIES FOR IMPROVEMENT

Overall Improvement Opportunity

Expected Percentage Point Improvement in

Rating of Health Plan score (percent 8 , 9 , or 10 )

if Key Driver Performs at Best Practice Level

Q41. Rating of Personal Doctor (percent 8, 9, or

10 )87.23% 95.17%

Q15. Ease of getting needed care, tests, or

treatment (percent Always or Usually )89.92% 94.30%

Q6. Got an appointment for a check-up or routine

care as soon as needed (percent Always or Usually )87.24% 93.98%

Q50. Customer service provided needed

information or help (percent Always or Usually )85.23% 90.00%

Q46. Got specialist appointment as soon as needed

(percent Always or Usually )82.35% 87.37%

* Best score on the key driver measure among all plans included in the 2016 CSS Child Medicaid Average cssplan

Current Key Driver Performance Room for Improvement on Key Driver

2016 Plan RatePercentage Point Difference Between Current Key

Driver Score and the Best Practice Score*

+3.41%

+2.11%

+0.89%

+0.85%

+0.52%

+7.94%

+4.38%

+6.74%

+4.77%

+5.02%


HEALTH PLAN QUALITY IMPROVEMENT RESOURCES FOR KEY DRIVERS

CSS’s Industry Key Driver Analysis lists improvement opportunities and priorities for ABH of LA. The following is a list of possible interventions and resources

related to each of the key drivers. This section is included as a guide to assist the plan in its quality improvement efforts. Some of these resources may be more

applicable to ABH of LA than others, especially because many of the cited interventions are intended to be implemented at the practice or provider level.

IMPROVING ACCESS TO CARE: SCHEDULING APPOINTMENTS FOR ROUTINE AND SPECIALTY CARE; EASE OF GETTING NEEDED CARE,

TESTS, OR TREATMENT (Q6 & Q46; Q15)

Removing barriers to care is of the utmost importance in terms of improving the health care experience for plan members. The following resources suggest

ways to improve patient access to care, tests, and treatment. For child Medicaid members, two key drivers tap into this concept. The first key driver is whether

or not members scheduled an appointment for routine care. The second is ease of getting care, tests, and treatment. Because the two are so closely linked,

resources related to both of these key drivers are presented together.

Alternative Access Centers – This brief by the Robert Wood Johnson Foundation highlights the growing capacity of retail clinics and telemedicine to meet

patient medical needs, particularly in rural and underserved communities. Providing patients with alternative venues to access health care, rather than the

traditional doctor’s office, lowers barriers to care. See http://www.rwjf.org/content/dam/farm/reports/issue_briefs/2015/rwjf419415.

Same-Day Appointment Scheduling – The Agency for Healthcare Research and Quality recommends a method of scheduling that leaves part of each

physician’s day open for same-day appointments, rather than a traditional scheduling model that books appointments weeks or months in advance.

Because the method does not differentiate between urgent and routine care, patients with non-urgent concerns are able to schedule appointments

sooner than under traditional scheduling methods. For more information, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-

strategies-for-improving/access/strategy6a-openaccess.html.

Implement Process Improvements to Streamline Patient Flow – Delays experienced by patients while waiting for care, tests, or treatment can be minimized

through a variety of mechanisms. For example, reallocating tasks such as physical exams and ordering x-rays to physician’s assistants and nurse

practitioners frees up physicians’ time to attend to more pressing patient concerns. The exact form of these improvements will vary widely by practice; see

http://www.ahrq.gov/research/findings/final-reports/ptflow/index.html for example interventions provided by the Agency for Healthcare Research and

Quality.

Importance of Usual Source of Care – A usual source of care is important not only for satisfaction purposes, but also because usual sources of care are

related to health outcomes. These papers, funded by the Agency for Healthcare Research and Quality, explore the role of a usual source of care in ensuring

that children receive proper care. See http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3512198/ and

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3262919/.

http://www.rwjf.org/content/dam/farm/reports/issue_briefs/2015/rwjf419415

http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/access/strategy6a-openaccess.html


http://www.ahrq.gov/research/findings/final-reports/ptflow/index.html

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3512198/



Patient-Centered Medical Homes (PCMH) – This model increases patient access to physicians. There are many resources available that provide information

on the medical home model of care. For example, Family Medicine for America’s Health is a collaboration of family medicine organizations dedicated to

improving health care by expanding and emphasizing primary care, particularly through the use of patient-centered medical homes. See

http://fmahealth.org/ for details and resources. For Agency for Healthcare Research and Quality (AHRQ) resources detailing transitioning a practice to a

patient-centered medical home model, see http://www.pcmh.ahrq.gov/. See also the Health Resources and Services Administration (HRSA) toolkit on

building a medical home for children: http://www.hrsa.gov/healthit/toolbox/Childrenstoolbox/BuildingMedicalHome/.

Improve Referral Communication – The coordination of care between primary and specialist providers can be a challenging transition with many

opportunities for managerial complications, which affects patient perceptions of their specialist care. Improving the coordination of care and case

management can increase satisfaction with specialists. For examples of interventions that improve care coordination efficiency and quality, see

https://innovations.ahrq.gov/profiles/electronic-referrals-and-communications-reduce-wait-times-specialty-appointments-and as well as

https://innovations.ahrq.gov/profiles/referring-physicians-send-electronic-handoff-note-pertinent-patient-information-emergency.

IMPROVING QUALITY OF DOCTORS IN HEALTH PLAN NETWORK (Q41)

These resources concentrate on improving the physician-patient relationship, with a focus on communication. Implementing the solutions proposed here may

result in increased rating of children’s doctors and specialists.

Improve Physician Communication – Seminars and workshops for physicians serve as a resource for physicians to learn and practice communication

techniques. For example, The California Quality Collaborative has identified nine effective strategies for improving patient experience with health care

providers in their Improving the Patient Experience Change Package (see

http://www.calquality.org/storage/Improving_Pt_Experience_Spread_Change_Pkg_UpdatedMay2011.pdf. For general recommendations related to

physician communication, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-

improving/communication/strategy6gtraining.html.

Help Patients Communicate – Patients who can effectively communicate their needs tend to have higher satisfaction with their care. AHRQ recommends

four interventions that prepare patients to better communicate with their providers, including record sharing, writing down talking points prior to visits,

and “coached care” programs. Many of these recommendations could be adapted for parents or guardians of younger patients. See

http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/communication/strategy6i-shared-

decisionmaking.html and http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-

improving/communication/strategy6htools.html. For a sample communication document that providers can distribute to patients before or during visits,

see http://www.rwjf.org/content/dam/farm/toolkits/toolkits/2013/rwjf404048.

http://fmahealth.org/

http://www.pcmh.ahrq.gov/

http://www.hrsa.gov/healthit/toolbox/Childrenstoolbox/BuildingMedicalHome/

https://innovations.ahrq.gov/profiles/electronic-referrals-and-communications-reduce-wait-times-specialty-appointments-and

https://innovations.ahrq.gov/profiles/referring-physicians-send-electronic-handoff-note-pertinent-patient-information-emergency

http://www.calquality.org/storage/Improving_Pt_Experience_Spread_Change_Pkg_UpdatedMay2011.pdf

http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/communication/strategy6i-shared-decisionmaking.html


http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/communication/strategy6htools.html


http://www.rwjf.org/content/dam/farm/toolkits/toolkits/2013/rwjf404048


Build Physician-Patient Relationships – An article published in the British Journal of General Practice found that patients seeing their preferred doctor rated

their satisfaction with visits significantly higher than patients who did not have a doctor preference or who would have preferred to see a different doctor.

Prioritizing continuity of care by honoring patients’ physician preferences may increase patient satisfaction. See

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1326072/. Additionally, a study of English National Health Service data found that confidence and trust in

a doctor is an important predictor of overall patient satisfaction. Focusing on building relationships may increase confidence and trust in physicians. See

http://www.ncbi.nlm.nih.gov/pubmed/18416910/.

IMPROVING ABILITY OF CUSTOMER SERVICE TO PROVIDE MEMBERS WITH INFORMATION OR HELP (Q50)

As representatives of the plan, customer service providers must ensure that those adults responsible for the enrollee’s care have confidence and trust in

customer service staff and the information they provide. The following sources make recommendations for improving customer service.

Develop Customer Service Standards – To improve customer service, the Agency for Healthcare Research and Quality suggests first articulating which

aspects of customer service are most important to your organization. After developing these standards, monitor performance and promote accountability

among staff. For more information, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-

service/strategy6q-custservice-standards.html.

Iterative Improvement for Member Services – This RAND paper details a case study in which a health plan used additional surveys to supplement CAHPS

results and thoroughly assess member dissatisfaction with customer service. Throughout the process, plan leadership continually examined and adjusted

improvement goals. The intervention resulted in a reduction of wait time for customer service calls and increased member satisfaction with customer

service, as measured on the CAHPS survey. See http://www.rand.org/pubs/working_papers/WR517.html.

Implement Service Recovery Procedures – When customers have a complaint, service recovery programs support customer service personnel in identifying

and remedying the problem. According to this Agency for Healthcare Research and Quality suggestion, while complaints may be inevitable, proper

handling of complaints can reassure patients and restore loyalty to the health plan. For more information, see http://www.ahrq.gov/cahps/quality-

improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6p-service-recovery.html.


http://www.ncbi.nlm.nih.gov/pubmed/18416910/

http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6q-custservice-standards.html


http://www.rand.org/pubs/working_papers/WR517.html

http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6p-service-recovery.html


Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL I

APPENDIX

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL II

SURVEY RESULTS AT A GLANCE

2016 2014 2015 2016 2014 2015 2016

Q14. Rating of All Health Care --- --- 80.32% --- --- 249 --- --- 2.5382 (50th) 87.32% 5 85.05% 5

Q41. Rating of Personal Doctor --- --- 87.23% --- --- 282 --- --- 2.6844 (75th) 89.98% 88.17%

Q48. Rating of Specialist Seen Most Often --- --- 80.65% (NA) --- --- 62 --- --- 2.6290 (NA) 85.48% 84.95%

Q54. Rating of Health Plan --- --- 78.77% --- --- 325 --- --- 2.4985 (<25th) 86.11% 5 84.35% 5

Getting Needed Care Composite --- --- 86.14% --- --- 158 --- --- 2.5704 (75th) 86.91% 84.30%

Q15. Easy to get needed care --- --- 89.92% --- --- 248 91.23%

Q46. Easy to see specialists --- --- 82.35% (NA) --- --- 68 82.59%

Getting Care Quickly Composite --- --- 88.97% --- --- 186 --- --- 2.6549 (50th) 91.46% 88.55%

Q4. Got urgent care as soon as needed --- --- 90.70% --- --- 129 92.65%

Q6. Got routine care as soon as needed --- --- 87.24% --- --- 243 90.27%

How Well Doctors Communicate Composite --- --- 94.78% --- --- 230 --- --- 2.7911 (90th) 94.23% 93.13%

Q32. Doctor explained things --- --- 96.52% --- --- 230 94.74%

Q33. Doctor l istened carefully --- --- 95.20% --- --- 229 95.71%

Q34. Doctor showed respect --- --- 96.52% --- --- 230 96.58%

Q37. Doctor spent enough time --- --- 90.87% --- --- 230 89.89%

Customer Service Composite --- --- 86.93% (NA) --- --- 88 --- --- 2.5909 (NA) 89.62% 87.52%

Q50. Provided needed information/help --- --- 85.23% (NA) --- --- 88 85.47%

Q51. Treated with courtesy/respect --- --- 88.64% (NA) --- --- 88 93.77%

Shared Decision Making Composite --- --- 78.37% (NA) --- --- 79 78.09% 78.00%

Q11. Discussed reasons to take a medicine --- --- 96.20% (NA) --- --- 79 90.39%

Q12. Discussed reasons not to take a medicine --- --- 64.56% (NA) --- --- 79 64.19%

Q13. Discussed what was best for you --- --- 74.36% (NA) --- --- 78 79.68%

Q8. Health Promotion and Education (% Yes) --- --- 69.92% --- --- 246 72.83% 71.11%

Q40. Coordination of Care (% Always or Usually) --- --- 85.54% (NA) --- --- 83 2.4819 (NA) 84.78% 81.75%Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA.

* How Well Doctors Communicate was retired from Accreditation scoring in 2015. Accreditation mean and percentile values for this measure are provided for reference only.

Valid ResponsesGlobal Proportions and Question Summary Rates Accreditation Means and Percentiles2016 CSS Child

Medicaid

Average

2015 NCQA Child

Medicaid National

Average, All LOBs2014 2015

Overall Ratings

(% 8, 9, or 10)

Getting Needed Care

(% Always or Usually)

CAHPS 5.0H Survey Measures

** Shared Decision Making was revised in 2015. 2014 results are not trendable. This composite is not scored for NCQA Accreditation.

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"NA" appears next to the result if is not reportable by NCQA due to insufficient denominator (less than 100 responses). In such cases, CSS calculates the result for reference only.

Comparisons to prior-year results and relevant benchmark scores are reported regardless of whether the rate meets the minimum denominator threshold for NCQA reporting (n=100). All statistical tests are conducted at the 95% confidence level prior to rounding.

Statistically significant differences between the plan and the comparison score are marked as 4 when the plan's score is higher or 5 when the plan's score is lower.

Shared Decision

Making**

(% Yes)

Other Areas

Getting Care Quickly


How Well Doctors

Communicate*


Customer Service


Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL III

CROSS-TABULATIONS OF SURVEY RESPONSES


Satisfaction With the Experience of Care

Ratings

88.17%

84.95%

85.05%

84.35%

Composites

84.30%

88.55%

93.13%

87.52%

78.00%

Additional Content Areas

71.11%

81.75%

49170

CAHPS® 5.0H Child Medicaid with CCC Measures Member Satisfaction Survey for Measurement Year 2015 (Fielded February - May 2016) ---General Population

Survey Measures*

Global Proportions

2015 NCQA National

Average, All LOBs

Rating of All Health Care 87.32%

89.98%

50th2.538280.32%

2.6290

NCQA Accreditation Scoring

2016 Percentile for Accreditation

Scoring**

2.6844

Getting Needed Care


2.4985Rating of Health Plan 78.77%86.11% Below 25th

Rating of Specialist

2016 Plan Mean

75th

75th

Plan Rate

2016

Rating of Personal Doctor

2016 CSS Average

85.48% 80.65%

88.97%

90th

87.23%

94.23%


89.62%Customer Service

Shared Decision Making

86.91%

91.46%

75th

75th

50th

2.570486.14%

No Applicable Mean

2.7911

86.93% 2.5909

94.78%

2.6549

Not scored for Accred.

75th

* Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA. A lighter display is used to indicate that a result is not reportable by NCQA due to insufficient denominator (less than 100 responses). In such cases, CSS calculates measure results only for internal plan reporting.** Percentiles are based on the 2016 Accreditation Benchmarks and Thresholds released by NCQA in January 2016. The How Well Doctors Communicate measure was removed from accreditation scoring in 2015. Coordination of Care was added in 2016.

84.78%

69.92%

85.54%

78.37%

Coordination of Care 2.4819

2.3984Health Promotion and Education

78.09%

72.83%


Composites

Aetna Better Health of Louisiana 49170


Question 3

A B C D E F G H I J K L M N O P Q R SNumber in sample 3,726 337 36 285 126 141 53 31 95 188 268 46 16 73 209 42 5 60 2Number missing or multiple answer 34 4 0 4 2 1 1 0 2 1 2 2 0 1 2 1 0 2 0Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 3,692 333 36 281 124 140 52 31 93 187 266 44 16 72 207 41 5 58 2

99.1% 98.8% 100.0% 98.6% 98.4% 99.3% 98.1% 100.0% 97.9% 99.5% 99.3% 95.7% 100.0% 98.6% 99.0% 97.6% 100.0% 96.7% 100.0%Yes 1,432 130 11 111 50 47 22 7 33 80 97 19 13 13 82 27 3 34 2

38.8% 39.0% 30.6% 39.5% 40.3% 33.6% 42.3% 22.6% 35.5% 42.8% 36.5% 43.2% 81.3% 18.1% 39.6% 65.9% 60.0% 58.6% 100.0%No 2,260 203 25 170 74 93 30 24 60 107 169 25 3 59 125 14 2 24 0

61.2% 61.0% 69.4% 60.5% 59.7% 66.4% 57.7% 77.4% 64.5% 57.2% 63.5% 56.8% 18.8% 81.9% 60.4% 34.1% 40.0% 41.4% 0.0%Significantly different from column:* J H M M KL OP NP NONA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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In the last 6 months, did your child have an illness, injury, or condition that needed care right away in a clinic, emergency room, or doctor’s office?

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Respondent's Gender Child's Age Respondent's Education Child's Health Status Child's Doctor Visits in

Last 6 Months

Base: All respondents

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Child's Specialist Visits in Last 6 Months

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General-1



Question 4


97.8% 99.2% 100.0% 99.1% 98.0% 100.0% 100.0% 100.0% 97.0% 100.0% 99.0% 100.0% 100.0% 100.0% 98.8% 100.0% 100.0% 100.0% 100.0%Never 15 3 1 2 1 0 2 0 1 2 2 0 1 0 3 0 0 1 0

1.1% 2.3% 9.1% 1.8% 2.0% 0.0% 9.1% 0.0% 3.1% 2.5% 2.1% 0.0% 7.7% 0.0% 3.7% 0.0% 0.0% 2.9% 0.0%Sometimes 88 9 1 8 3 4 2 2 3 4 7 2 0 1 5 2 0 1 0

6.3% 7.0% 9.1% 7.3% 6.1% 8.5% 9.1% 28.6% 9.4% 5.0% 7.3% 10.5% 0.0% 7.7% 6.2% 7.4% 0.0% 2.9% 0.0%Usually 166 13 2 11 7 3 1 1 3 9 11 2 0 0 9 3 0 4 0

11.8% 10.1% 18.2% 10.0% 14.3% 6.4% 4.5% 14.3% 9.4% 11.3% 11.5% 10.5% 0.0% 0.0% 11.1% 11.1% 0.0% 11.8% 0.0%Always 1,132 104 7 89 38 40 17 4 25 65 76 15 12 12 64 22 3 28 2

80.8% 80.6% 63.6% 80.9% 77.6% 85.1% 77.3% 57.1% 78.1% 81.3% 79.2% 78.9% 92.3% 92.3% 79.0% 81.5% 100.0% 82.4% 100.0%Significantly different from column:*

Usually or Always 1,298 117 9 100 45 43 18 5 28 74 87 17 12 12 73 25 3 32 292.6% 90.7% 81.8% 90.9% 91.8% 91.5% 81.8% 71.4% 87.5% 92.5% 90.6% 89.5% 92.3% 92.3% 90.1% 92.6% 100.0% 94.1% 100.0%

Significantly different from column:*NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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Child's Health Status Child's Doctor Visits in Last 6 Months


(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)


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Respondent's Gender Child's Age Respondent's Education

General-2



Question 5


99.2% 99.1% 97.2% 99.3% 100.0% 98.6% 98.1% 100.0% 98.9% 98.9% 99.3% 97.8% 100.0% 97.3% 99.5% 100.0% 100.0% 96.7% 100.0%Yes 2,639 246 22 211 102 97 32 20 75 133 185 40 16 19 178 38 5 50 2

71.4% 73.7% 62.9% 74.6% 81.0% 69.8% 61.5% 64.5% 79.8% 71.5% 69.5% 88.9% 100.0% 26.8% 85.6% 90.5% 100.0% 86.2% 100.0%No 1,056 88 13 72 24 42 20 11 19 53 81 5 0 52 30 4 0 8 0

28.6% 26.3% 37.1% 25.4% 19.0% 30.2% 38.5% 35.5% 20.2% 28.5% 30.5% 11.1% 0.0% 73.2% 14.4% 9.5% 0.0% 13.8% 0.0%Significantly different from column:* FG E E L K OP N NNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

In the last 6 months, did you make any appointments for a check-up or routine care for your child at a doctor's office or clinic?

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General-3



Question 6


98.5% 98.8% 100.0% 98.6% 98.0% 99.0% 100.0% 95.0% 98.7% 99.2% 98.4% 100.0% 100.0% 100.0% 98.3% 100.0% 100.0% 100.0% 100.0%Never 30 4 0 4 0 1 3 1 0 3 1 1 2 2 1 1 0 2 0

1.2% 1.6% 0.0% 1.9% 0.0% 1.0% 9.4% 5.3% 0.0% 2.3% 0.5% 2.5% 12.5% 10.5% 0.6% 2.6% 0.0% 4.0% 0.0%Sometimes 223 27 3 23 11 10 5 2 9 14 18 6 3 4 17 3 0 5 1

8.6% 11.1% 13.6% 11.1% 11.0% 10.4% 15.6% 10.5% 12.2% 10.6% 9.9% 15.0% 18.8% 21.1% 9.7% 7.9% 0.0% 10.0% 50.0%Usually 463 36 1 34 18 13 3 3 8 24 28 6 1 2 29 5 1 7 0

17.8% 14.8% 4.5% 16.3% 18.0% 13.5% 9.4% 15.8% 10.8% 18.2% 15.4% 15.0% 6.3% 10.5% 16.6% 13.2% 20.0% 14.0% 0.0%Always 1,883 176 18 147 71 72 21 13 57 91 135 27 10 11 128 29 4 36 1




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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

In the last 6 months, when you made an appointment for a check-up or routine care for your child at a doctor's office or clinic, how often did you get an appointment as soon as your child needed?

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General-4



Question 7


97.9% 96.1% 88.9% 97.9% 98.4% 95.7% 96.2% 96.8% 95.8% 97.3% 96.6% 97.8% 81.3% 100.0% 100.0% 100.0% 100.0% 95.0% 100.0%None 809 73 10 61 24 30 18 8 17 45 67 3 1 73 0 0 0 4 0

22.2% 22.5% 31.3% 21.9% 19.4% 22.2% 35.3% 26.7% 18.7% 24.6% 25.9% 6.7% 7.7% 100.0% 0.0% 0.0% 0.0% 7.0% 0.0%1 time 926 74 11 59 27 32 11 7 20 40 62 8 1 0 74 0 1 7 0

25.4% 22.8% 34.4% 21.1% 21.8% 23.7% 21.6% 23.3% 22.0% 21.9% 23.9% 17.8% 7.7% 0.0% 35.4% 0.0% 20.0% 12.3% 0.0%2 847 74 9 63 24 36 11 3 25 44 57 14 3 0 74 0 3 16 0

23.2% 22.8% 28.1% 22.6% 19.4% 26.7% 21.6% 10.0% 27.5% 24.0% 22.0% 31.1% 23.1% 0.0% 35.4% 0.0% 60.0% 28.1% 0.0%3 482 35 1 31 16 11 5 4 8 20 25 6 2 0 35 0 0 6 0

13.2% 10.8% 3.1% 11.1% 12.9% 8.1% 9.8% 13.3% 8.8% 10.9% 9.7% 13.3% 15.4% 0.0% 16.7% 0.0% 0.0% 10.5% 0.0%4 255 26 0 25 14 10 1 3 10 11 21 4 1 0 26 0 0 6 0

7.0% 8.0% 0.0% 9.0% 11.3% 7.4% 2.0% 10.0% 11.0% 6.0% 8.1% 8.9% 7.7% 0.0% 12.4% 0.0% 0.0% 10.5% 0.0%5 to 9 251 34 1 33 16 12 5 3 9 21 25 6 3 0 0 34 1 15 0

6.9% 10.5% 3.1% 11.8% 12.9% 8.9% 9.8% 10.0% 9.9% 11.5% 9.7% 13.3% 23.1% 0.0% 0.0% 81.0% 20.0% 26.3% 0.0%10 or more times 76 8 0 7 3 4 0 2 2 2 2 4 2 0 0 8 0 3 2

2.1% 2.5% 0.0% 2.5% 2.4% 3.0% 0.0% 6.7% 2.2% 1.1% 0.8% 8.9% 15.4% 0.0% 0.0% 19.0% 0.0% 5.3% 100.0%5 or more times 327 42 1 40 19 16 5 5 11 23 27 10 5 0 0 42 1 18 2

9.0% 13.0% 3.1% 14.3% 15.3% 11.9% 9.8% 16.7% 12.1% 12.6% 10.4% 22.2% 38.5% 0.0% 0.0% 100.0% 20.0% 31.6% 100.0%Significantly different from column:* A L K P P NONA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

In the last 6 months, not counting the times your child went to an emergency room, how many times did he or she go to a doctor’s office or clinic to get health care?

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General-5



Question 8


99.4% 98.0% 100.0% 98.2% 96.0% 100.0% 100.0% 100.0% 95.9% 99.3% 97.9% 97.6% 100.0% --- 97.6% 100.0% 60.0% 100.0% 100.0%Yes 2,053 172 12 152 78 66 19 11 51 98 130 29 9 0 141 31 3 43 1

72.8% 69.9% 54.5% 71.0% 81.3% 62.9% 57.6% 50.0% 71.8% 71.5% 69.1% 70.7% 75.0% --- 69.1% 73.8% 100.0% 81.1% 50.0%No 766 74 10 62 18 39 14 11 20 39 58 12 3 0 63 11 0 10 1

27.2% 30.1% 45.5% 29.0% 18.8% 37.1% 42.4% 50.0% 28.2% 28.5% 30.9% 29.3% 25.0% --- 30.9% 26.2% 0.0% 18.9% 50.0%Significantly different from column:* FG E E J HNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

In the last 6 months, did you and your child's doctor or other health provider talk about specific things you could do to prevent illness in your child?

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General-6



Question 9

A B C D E F G H I J K L M N O P Q R SNumber in sample 217 251 22 218 100 105 33 22 74 138 192 42 12 0 209 42 5 53 2Number missing or multiple answer 5 3 1 2 1 2 0 2 0 1 2 0 1 0 3 0 0 0 0Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 212 248 21 216 99 103 33 20 74 137 190 42 11 0 206 42 5 53 2

97.7% 98.8% 95.5% 99.1% 99.0% 98.1% 100.0% 90.9% 100.0% 99.3% 99.0% 100.0% 91.7% --- 98.6% 100.0% 100.0% 100.0% 100.0%Never 3 6 2 3 1 2 2 0 3 2 5 1 0 0 5 1 0 0 0

1.4% 2.4% 9.5% 1.4% 1.0% 1.9% 6.1% 0.0% 4.1% 1.5% 2.6% 2.4% 0.0% --- 2.4% 2.4% 0.0% 0.0% 0.0%Sometimes 12 22 2 20 12 8 1 6 5 10 15 6 1 0 17 5 0 2 1

5.7% 8.9% 9.5% 9.3% 12.1% 7.8% 3.0% 30.0% 6.8% 7.3% 7.9% 14.3% 9.1% --- 8.3% 11.9% 0.0% 3.8% 50.0%Usually 37 34 3 29 14 14 4 2 9 20 26 6 1 0 30 4 1 8 0

17.5% 13.7% 14.3% 13.4% 14.1% 13.6% 12.1% 10.0% 12.2% 14.6% 13.7% 14.3% 9.1% --- 14.6% 9.5% 20.0% 15.1% 0.0%Always 160 186 14 164 72 79 26 12 57 105 144 29 9 0 154 32 4 43 1

75.5% 75.0% 66.7% 75.9% 72.7% 76.7% 78.8% 60.0% 77.0% 76.6% 75.8% 69.0% 81.8% --- 74.8% 76.2% 80.0% 81.1% 50.0%Significantly different from column:*

Usually or Always 197 220 17 193 86 93 30 14 66 125 170 35 10 0 184 36 5 51 192.9% 88.7% 81.0% 89.4% 86.9% 90.3% 90.9% 70.0% 89.2% 91.2% 89.5% 83.3% 90.9% --- 89.3% 85.7% 100.0% 96.2% 50.0%


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General-7



Question 10


99.5% 99.6% 95.5% 100.0% 100.0% 99.0% 100.0% 100.0% 98.6% 100.0% 99.5% 100.0% 100.0% --- 99.5% 100.0% 100.0% 100.0% 100.0%Yes 941 79 2 72 35 29 9 3 20 50 52 19 7 0 56 23 1 23 2

33.3% 31.6% 9.5% 33.0% 35.0% 27.9% 27.3% 13.6% 27.4% 36.2% 27.2% 45.2% 58.3% --- 26.9% 54.8% 20.0% 43.4% 100.0%No 1,882 171 19 146 65 75 24 19 53 88 139 23 5 0 152 19 4 30 0

66.7% 68.4% 90.5% 67.0% 65.0% 72.1% 72.7% 86.4% 72.6% 63.8% 72.8% 54.8% 41.7% --- 73.1% 45.2% 80.0% 56.6% 0.0%Significantly different from column:* D C J H L K P ONA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

In the last 6 months, did you and your child's doctor or other health provider talk about starting or stopping a prescription medicine for your child?

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General-8



Question 11


99.6% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0%Yes 847 76 1 70 35 27 9 3 19 48 51 17 7 0 54 22 1 22 2

90.4% 96.2% 50.0% 97.2% 100.0% 93.1% 100.0% 100.0% 95.0% 96.0% 98.1% 89.5% 100.0% --- 96.4% 95.7% 100.0% 95.7% 100.0%No 90 3 1 2 0 2 0 0 1 2 1 2 0 0 2 1 0 1 0

9.6% 3.8% 50.0% 2.8% 0.0% 6.9% 0.0% 0.0% 5.0% 4.0% 1.9% 10.5% 0.0% --- 3.6% 4.3% 0.0% 4.3% 0.0%Significantly different from column:*NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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General-9



Question 12


98.8% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0%Yes 597 51 2 45 21 19 7 1 11 34 32 12 6 0 35 16 0 19 2

64.2% 64.6% 100.0% 62.5% 60.0% 65.5% 77.8% 33.3% 55.0% 68.0% 61.5% 63.2% 85.7% --- 62.5% 69.6% 0.0% 82.6% 100.0%No 333 28 0 27 14 10 2 2 9 16 20 7 1 0 21 7 1 4 0

35.8% 35.4% 0.0% 37.5% 40.0% 34.5% 22.2% 66.7% 45.0% 32.0% 38.5% 36.8% 14.3% --- 37.5% 30.4% 100.0% 17.4% 0.0%Significantly different from column:*NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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General-10



Question 13


98.8% 98.7% 100.0% 98.6% 100.0% 100.0% 100.0% 100.0% 100.0% 98.0% 100.0% 94.7% 100.0% --- 100.0% 95.7% 100.0% 100.0% 100.0%Yes 741 58 2 51 22 25 6 3 17 32 38 15 4 0 43 15 1 18 1

79.7% 74.4% 100.0% 71.8% 62.9% 86.2% 66.7% 100.0% 85.0% 65.3% 73.1% 83.3% 57.1% --- 76.8% 68.2% 100.0% 78.3% 50.0%No 189 20 0 20 13 4 3 0 3 17 14 3 3 0 13 7 0 5 1

20.3% 25.6% 0.0% 28.2% 37.1% 13.8% 33.3% 0.0% 15.0% 34.7% 26.9% 16.7% 42.9% --- 23.2% 31.8% 0.0% 21.7% 50.0%Significantly different from column:* F ENA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for your child?

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General-11



Question 14


99.0% 99.2% 95.5% 99.5% 98.0% 100.0% 100.0% 95.5% 100.0% 99.3% 99.0% 100.0% 100.0% --- 99.0% 100.0% 100.0% 100.0% 100.0%4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.1% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0% 0.0% 0.0% 0.0%1 7 1 0 1 0 1 0 0 0 1 0 1 0 0 1 0 0 1 0

0.2% 0.4% 0.0% 0.5% 0.0% 1.0% 0.0% 0.0% 0.0% 0.7% 0.0% 2.4% 0.0% --- 0.5% 0.0% 0.0% 1.9% 0.0%2 9 1 0 1 0 0 1 0 0 1 0 0 1 0 1 0 0 1 0

0.3% 0.4% 0.0% 0.5% 0.0% 0.0% 3.0% 0.0% 0.0% 0.7% 0.0% 0.0% 8.3% --- 0.5% 0.0% 0.0% 1.9% 0.0%3 6 4 1 3 2 1 1 0 2 2 4 0 0 0 4 0 0 1 0

0.2% 1.6% 4.8% 1.4% 2.0% 1.0% 3.0% 0.0% 2.7% 1.5% 2.1% 0.0% 0.0% --- 1.9% 0.0% 0.0% 1.9% 0.0%4 15 5 0 5 3 1 0 0 1 4 0 3 2 0 2 3 0 1 1

0.5% 2.0% 0.0% 2.3% 3.1% 1.0% 0.0% 0.0% 1.4% 2.9% 0.0% 7.1% 16.7% --- 1.0% 7.1% 0.0% 1.9% 50.0%5 70 10 1 8 4 4 1 0 4 5 7 2 0 0 10 0 0 0 0

2.5% 4.0% 4.8% 3.7% 4.1% 3.8% 3.0% 0.0% 5.4% 3.6% 3.7% 4.8% 0.0% --- 4.8% 0.0% 0.0% 0.0% 0.0%6 58 9 2 7 4 3 2 1 3 5 6 3 0 0 7 2 0 1 0

2.1% 3.6% 9.5% 3.2% 4.1% 2.9% 6.1% 4.8% 4.1% 3.6% 3.2% 7.1% 0.0% --- 3.4% 4.8% 0.0% 1.9% 0.0%7 187 19 0 18 6 9 3 3 4 11 12 5 2 0 17 2 2 2 1

6.7% 7.6% 0.0% 8.3% 6.1% 8.6% 9.1% 14.3% 5.4% 8.0% 6.3% 11.9% 16.7% --- 8.2% 4.8% 40.0% 3.8% 50.0%8 520 36 2 34 20 11 5 3 10 21 30 4 2 0 26 10 1 8 0

18.5% 14.5% 9.5% 15.7% 20.4% 10.5% 15.2% 14.3% 13.5% 15.3% 15.8% 9.5% 16.7% --- 12.6% 23.8% 20.0% 15.1% 0.0%9 490 54 6 44 19 21 9 5 18 26 44 8 0 0 48 6 1 11 0

17.5% 21.7% 28.6% 20.3% 19.4% 20.0% 27.3% 23.8% 24.3% 19.0% 23.2% 19.0% 0.0% --- 23.2% 14.3% 20.0% 20.8% 0.0%1,442 110 9 96 40 54 11 9 32 61 87 16 5 0 91 19 1 27 0

51.4% 44.2% 42.9% 44.2% 40.8% 51.4% 33.3% 42.9% 43.2% 44.5% 45.8% 38.1% 41.7% --- 44.0% 45.2% 20.0% 50.9% 0.0%

0 Worst health care possible

10 Best health care possible

NA - Not Applicable

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your child’s health care in the last 6 months?

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General-12



Question 14


99.0% 99.2% 95.5% 99.5% 98.0% 100.0% 100.0% 95.5% 100.0% 99.3% 99.0% 100.0% 100.0% --- 99.0% 100.0% 100.0% 100.0% 100.0%0 to 4 41 11 1 10 5 3 2 0 3 8 4 4 3 0 8 3 0 4 1

1.5% 4.4% 4.8% 4.6% 5.1% 2.9% 6.1% 0.0% 4.1% 5.8% 2.1% 9.5% 25.0% --- 3.9% 7.1% 0.0% 7.5% 50.0%5 70 10 1 8 4 4 1 0 4 5 7 2 0 0 10 0 0 0 0

2.5% 4.0% 4.8% 3.7% 4.1% 3.8% 3.0% 0.0% 5.4% 3.6% 3.7% 4.8% 0.0% --- 4.8% 0.0% 0.0% 0.0% 0.0%6 or 7 245 28 2 25 10 12 5 4 7 16 18 8 2 0 24 4 2 3 1

8.7% 11.2% 9.5% 11.5% 10.2% 11.4% 15.2% 19.0% 9.5% 11.7% 9.5% 19.0% 16.7% --- 11.6% 9.5% 40.0% 5.7% 50.0%8 to 10 2,452 200 17 174 79 86 25 17 60 108 161 28 7 0 165 35 3 46 0

87.3% 80.3% 81.0% 80.2% 80.6% 81.9% 75.8% 81.0% 81.1% 78.8% 84.7% 66.7% 58.3% --- 79.7% 83.3% 60.0% 86.8% 0.0%Significantly different from column:* A L K

169 30 4 25 13 10 5 1 10 18 17 9 3 0 25 5 0 5 16.0% 12.0% 19.0% 11.5% 13.3% 9.5% 15.2% 4.8% 13.5% 13.1% 8.9% 21.4% 25.0% --- 12.1% 11.9% 0.0% 9.4% 50.0%

707 55 2 52 26 20 8 6 14 32 42 9 4 0 43 12 3 10 125.2% 22.1% 9.5% 24.0% 26.5% 19.0% 24.2% 28.6% 18.9% 23.4% 22.1% 21.4% 33.3% --- 20.8% 28.6% 60.0% 18.9% 50.0%

1,932 164 15 140 59 75 20 14 50 87 131 24 5 0 139 25 2 38 068.8% 65.9% 71.4% 64.5% 60.2% 71.4% 60.6% 66.7% 67.6% 63.5% 68.9% 57.1% 41.7% --- 67.1% 59.5% 40.0% 71.7% 0.0%

Significantly different from column:*

NCQA Composite Score of 1 (0 to 6)NCQA Composite Score of 2 (7 to 8)NCQA Composite Score of 3 (9 to 10)

NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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Respondent's Education Child's Health Status Child's Doctor Visits in Last 6 Months


(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)


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Respondent's Gender Child's Age

General-13



Question 15


98.9% 98.8% 100.0% 98.6% 99.0% 98.1% 100.0% 100.0% 100.0% 97.8% 98.4% 100.0% 100.0% --- 98.6% 100.0% 100.0% 100.0% 100.0%Never 35 3 1 2 0 1 2 0 1 2 2 0 1 0 3 0 0 1 0

1.2% 1.2% 4.5% 0.9% 0.0% 1.0% 6.1% 0.0% 1.4% 1.5% 1.1% 0.0% 8.3% --- 1.5% 0.0% 0.0% 1.9% 0.0%Sometimes 211 22 2 18 12 6 1 3 6 10 13 5 3 0 17 5 0 2 1

7.5% 8.9% 9.1% 8.4% 12.1% 5.8% 3.0% 13.6% 8.1% 7.4% 6.9% 11.9% 25.0% --- 8.3% 11.9% 0.0% 3.8% 50.0%Usually 631 50 1 48 23 20 6 4 12 33 36 11 2 0 41 9 1 11 0

22.5% 20.2% 4.5% 22.3% 23.2% 19.4% 18.2% 18.2% 16.2% 24.4% 19.0% 26.2% 16.7% --- 19.9% 21.4% 20.0% 20.8% 0.0%Always 1,928 173 18 147 64 76 24 15 55 90 138 26 6 0 145 28 4 39 1

68.7% 69.8% 81.8% 68.4% 64.6% 73.8% 72.7% 68.2% 74.3% 66.7% 73.0% 61.9% 50.0% --- 70.4% 66.7% 80.0% 73.6% 50.0%Significantly different from column:*

Usually or Always 2,559 223 19 195 87 96 30 19 67 123 174 37 8 0 186 37 5 50 191.2% 89.9% 86.4% 90.7% 87.9% 93.2% 90.9% 86.4% 90.5% 91.1% 92.1% 88.1% 66.7% --- 90.3% 88.1% 100.0% 94.3% 50.0%


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-14



Question 16


98.7% 98.8% 100.0% 98.9% 100.0% 98.6% 98.1% 96.8% 100.0% 98.9% 98.9% 97.8% 100.0% 95.9% 100.0% 100.0% 100.0% 98.3% 100.0%Yes 202 230 24 197 47 128 45 17 56 142 180 34 13 52 144 27 2 50 1

68.5% 69.1% 66.7% 69.9% 37.3% 92.1% 86.5% 56.7% 58.9% 76.3% 67.9% 75.6% 81.3% 74.3% 68.9% 64.3% 40.0% 84.7% 50.0%No 93 103 12 85 79 11 7 13 39 44 85 11 3 18 65 15 3 9 1

31.5% 30.9% 33.3% 30.1% 62.7% 7.9% 13.5% 43.3% 41.1% 23.7% 32.1% 24.4% 18.8% 25.7% 31.1% 35.7% 60.0% 15.3% 50.0%Significantly different from column:* FG E E J J HI

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Is your child now enrolled in any kind of school or daycare?

General-15



Question 17


98.5% 98.7% 100.0% 98.5% 100.0% 97.7% 100.0% 100.0% 100.0% 97.9% 98.9% 97.1% 100.0% 98.1% 98.6% 100.0% 100.0% 100.0% 100.0%Yes 18 29 3 24 1 20 6 4 4 19 14 7 8 2 19 5 1 11 1

9.0% 12.8% 12.5% 12.4% 2.1% 16.0% 13.3% 23.5% 7.1% 13.7% 7.9% 21.2% 61.5% 3.9% 13.4% 18.5% 50.0% 22.0% 100.0%No 181 198 21 170 46 105 39 13 52 120 164 26 5 49 123 22 1 39 0

91.0% 87.2% 87.5% 87.6% 97.9% 84.0% 86.7% 76.5% 92.9% 86.3% 92.1% 78.8% 38.5% 96.1% 86.6% 81.5% 50.0% 78.0% 0.0%Significantly different from column:* F E

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did you need your child’s doctors or other health providers to contact a school or daycare center about your child’s health or health care?

General-16



Question 18


94.4% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 17 26 3 21 1 17 6 4 3 17 13 6 7 2 17 4 1 11 0

100.0% 89.7% 100.0% 87.5% 100.0% 85.0% 100.0% 100.0% 75.0% 89.5% 92.9% 85.7% 87.5% 100.0% 89.5% 80.0% 100.0% 100.0% 0.0%No 0 3 0 3 0 3 0 0 1 2 1 1 1 0 2 1 0 0 1


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-17



Question 19


99.7% 99.4% 100.0% 99.3% 99.2% 99.3% 100.0% 100.0% 100.0% 98.9% 100.0% 95.7% 100.0% 100.0% 99.5% 97.6% 100.0% 96.7% 100.0%Yes 13 23 2 16 9 6 3 5 5 8 14 2 5 3 10 9 0 7 1

4.4% 6.9% 5.6% 5.7% 7.2% 4.3% 5.7% 16.1% 5.3% 4.3% 5.2% 4.5% 31.3% 4.1% 4.8% 22.0% 0.0% 12.1% 50.0%No 285 312 34 267 116 134 50 26 90 178 254 42 11 70 198 32 5 51 1


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In the last 6 months, did you get or try to get any special medical equipment or devices for your child?

General-18



Question 20


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Never 0 3 0 3 0 1 2 0 0 3 1 0 2 1 1 1 0 2 0

0.0% 13.0% 0.0% 18.8% 0.0% 16.7% 66.7% 0.0% 0.0% 37.5% 7.1% 0.0% 40.0% 33.3% 10.0% 11.1% --- 28.6% 0.0%Sometimes 3 1 0 1 0 1 0 0 0 1 0 0 1 0 0 1 0 1 0

23.1% 4.3% 0.0% 6.3% 0.0% 16.7% 0.0% 0.0% 0.0% 12.5% 0.0% 0.0% 20.0% 0.0% 0.0% 11.1% --- 14.3% 0.0%Usually 1 3 0 2 0 2 0 2 0 0 1 1 0 0 2 1 0 1 0

7.7% 13.0% 0.0% 12.5% 0.0% 33.3% 0.0% 40.0% 0.0% 0.0% 7.1% 50.0% 0.0% 0.0% 20.0% 11.1% --- 14.3% 0.0%Always 9 16 2 10 9 2 1 3 5 4 12 1 2 2 7 6 0 3 1

69.2% 69.6% 100.0% 62.5% 100.0% 33.3% 33.3% 60.0% 100.0% 50.0% 85.7% 50.0% 40.0% 66.7% 70.0% 66.7% --- 42.9% 100.0%Significantly different from column:*

Usually or Always 10 19 2 12 9 4 1 5 5 4 13 2 2 2 9 7 0 4 176.9% 82.6% 100.0% 75.0% 100.0% 66.7% 33.3% 100.0% 100.0% 50.0% 92.9% 100.0% 40.0% 66.7% 90.0% 77.8% --- 57.1% 100.0%


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General-19



Question 21


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 12 18 2 12 7 4 3 3 5 6 11 1 5 2 8 7 0 5 1

92.3% 78.3% 100.0% 75.0% 77.8% 66.7% 100.0% 60.0% 100.0% 75.0% 78.6% 50.0% 100.0% 66.7% 80.0% 77.8% --- 71.4% 100.0%No 1 5 0 4 2 2 0 2 0 2 3 1 0 1 2 2 0 2 0


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Did anyone from your child’s health plan, doctor’s office, or clinic help you get special medical equipment or devices for your child?

General-20



Question 22


99.7% 99.4% 100.0% 99.3% 99.2% 99.3% 100.0% 100.0% 97.9% 100.0% 99.3% 100.0% 100.0% 98.6% 100.0% 97.6% 100.0% 100.0% 100.0%Yes 17 26 0 24 7 13 4 4 5 15 13 6 6 2 15 7 1 11 2

5.7% 7.8% 0.0% 8.5% 5.6% 9.3% 7.5% 12.9% 5.4% 8.0% 4.9% 13.0% 37.5% 2.8% 7.2% 17.1% 20.0% 18.3% 100.0%No 281 309 36 259 118 127 49 27 88 173 253 40 10 70 194 34 4 49 0


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did you get or try to get special therapy such as physical, occupational, or speech therapy for your child?

General-21



Question 23


100.0% 96.2% --- 95.8% 100.0% 92.3% 100.0% 75.0% 100.0% 100.0% 100.0% 83.3% 100.0% 100.0% 100.0% 85.7% 100.0% 100.0% 100.0%Never 0 3 0 3 1 2 0 1 0 2 0 2 1 0 1 2 0 2 1

0.0% 12.0% --- 13.0% 14.3% 16.7% 0.0% 33.3% 0.0% 13.3% 0.0% 40.0% 16.7% 0.0% 6.7% 33.3% 0.0% 18.2% 50.0%Sometimes 1 2 0 2 0 1 1 0 0 2 0 1 1 0 1 1 0 1 0

5.9% 8.0% --- 8.7% 0.0% 8.3% 25.0% 0.0% 0.0% 13.3% 0.0% 20.0% 16.7% 0.0% 6.7% 16.7% 0.0% 9.1% 0.0%Usually 3 5 0 4 0 3 1 1 0 3 1 2 1 1 3 1 1 1 0

17.6% 20.0% --- 17.4% 0.0% 25.0% 25.0% 33.3% 0.0% 20.0% 7.7% 40.0% 16.7% 50.0% 20.0% 16.7% 100.0% 9.1% 0.0%Always 13 15 0 14 6 6 2 1 5 8 12 0 3 1 10 2 0 7 1

76.5% 60.0% --- 60.9% 85.7% 50.0% 50.0% 33.3% 100.0% 53.3% 92.3% 0.0% 50.0% 50.0% 66.7% 33.3% 0.0% 63.6% 50.0%Significantly different from column:*

Usually or Always 16 20 0 18 6 9 3 2 5 11 13 2 4 2 13 3 1 8 194.1% 80.0% --- 78.3% 85.7% 75.0% 75.0% 66.7% 100.0% 73.3% 100.0% 40.0% 66.7% 100.0% 86.7% 50.0% 100.0% 72.7% 50.0%


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General-22



Question 24


100.0% 96.2% --- 95.8% 100.0% 92.3% 100.0% 75.0% 100.0% 100.0% 100.0% 83.3% 100.0% 100.0% 100.0% 85.7% 100.0% 100.0% 100.0%Yes 13 17 0 15 4 7 4 2 4 9 10 3 3 2 11 3 0 8 1

76.5% 68.0% --- 65.2% 57.1% 58.3% 100.0% 66.7% 80.0% 60.0% 76.9% 60.0% 50.0% 100.0% 73.3% 50.0% 0.0% 72.7% 50.0%No 4 8 0 8 3 5 0 1 1 6 3 2 3 0 4 3 1 3 1

23.5% 32.0% --- 34.8% 42.9% 41.7% 0.0% 33.3% 20.0% 40.0% 23.1% 40.0% 50.0% 0.0% 26.7% 50.0% 100.0% 27.3% 50.0%Significantly different from column:*

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Did anyone from your child’s health plan, doctor’s office, or clinic help you get this therapy for your child?

General-23



Question 25


100.0% 99.1% 97.2% 99.3% 99.2% 98.6% 100.0% 93.5% 100.0% 99.5% 99.6% 97.8% 93.8% 100.0% 99.5% 97.6% 100.0% 96.7% 100.0%Yes 29 43 2 39 3 28 9 5 12 23 27 8 7 4 28 7 1 14 1

9.7% 12.9% 5.7% 13.8% 2.4% 20.1% 17.0% 17.2% 12.6% 12.3% 10.1% 17.8% 46.7% 5.5% 13.5% 17.1% 20.0% 24.1% 50.0%No 270 291 33 244 122 111 44 24 83 164 240 37 8 69 180 34 4 44 1

90.3% 87.1% 94.3% 86.2% 97.6% 79.9% 83.0% 82.8% 87.4% 87.7% 89.9% 82.2% 53.3% 94.5% 86.5% 82.9% 80.0% 75.9% 50.0%Significantly different from column:* F E

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did you get or try to get treatment or counseling for your child for an emotional, developmental, or behavioral problem?

General-24



Question 26


100.0% 97.7% 100.0% 97.4% 100.0% 96.4% 100.0% 100.0% 100.0% 95.7% 96.3% 100.0% 100.0% 100.0% 96.4% 100.0% 100.0% 100.0% 100.0%Never 3 6 0 6 0 5 1 0 1 5 3 3 0 3 3 0 0 2 0

10.3% 14.3% 0.0% 15.8% 0.0% 18.5% 11.1% 0.0% 8.3% 22.7% 11.5% 37.5% 0.0% 75.0% 11.1% 0.0% 0.0% 14.3% 0.0%Sometimes 2 4 0 3 0 3 0 1 1 1 3 0 1 0 2 1 1 0 0

6.9% 9.5% 0.0% 7.9% 0.0% 11.1% 0.0% 20.0% 8.3% 4.5% 11.5% 0.0% 14.3% 0.0% 7.4% 14.3% 100.0% 0.0% 0.0%Usually 3 6 1 4 1 2 2 2 1 2 2 2 1 1 4 1 0 3 0

10.3% 14.3% 50.0% 10.5% 33.3% 7.4% 22.2% 40.0% 8.3% 9.1% 7.7% 25.0% 14.3% 25.0% 14.8% 14.3% 0.0% 21.4% 0.0%Always 21 26 1 25 2 17 6 2 9 14 18 3 5 0 18 5 0 9 1


Usually or Always 24 32 2 29 3 19 8 4 10 16 20 5 6 1 22 6 0 12 182.8% 76.2% 100.0% 76.3% 100.0% 70.4% 88.9% 80.0% 83.3% 72.7% 76.9% 62.5% 85.7% 25.0% 81.5% 85.7% 0.0% 85.7% 100.0%


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General-25



Question 27


100.0% 97.7% 100.0% 97.4% 100.0% 96.4% 100.0% 100.0% 91.7% 100.0% 96.3% 100.0% 100.0% 100.0% 100.0% 85.7% 100.0% 92.9% 100.0%Yes 15 25 2 23 2 16 6 2 7 15 16 4 5 2 16 4 0 8 1

51.7% 59.5% 100.0% 60.5% 66.7% 59.3% 66.7% 40.0% 63.6% 65.2% 61.5% 50.0% 71.4% 50.0% 57.1% 66.7% 0.0% 61.5% 100.0%No 14 17 0 15 1 11 3 3 4 8 10 4 2 2 12 2 1 5 0


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Did anyone from your child’s health plan, doctor’s office, or clinic help you get this treatment or counseling for your child?

General-26



Question 28


99.0% 99.4% 97.2% 99.6% 100.0% 98.6% 100.0% 96.8% 98.9% 100.0% 99.3% 100.0% 100.0% 100.0% 100.0% 97.6% 100.0% 98.3% 100.0%Yes 53 68 2 61 20 26 15 1 13 47 45 12 11 3 37 21 2 32 2

17.9% 20.3% 5.7% 21.5% 15.9% 18.7% 28.3% 3.3% 13.8% 25.0% 16.9% 26.1% 68.8% 4.1% 17.7% 51.2% 40.0% 54.2% 100.0%No 243 267 33 223 106 113 38 29 81 141 221 34 5 70 172 20 3 27 0

82.1% 79.7% 94.3% 78.5% 84.1% 81.3% 71.7% 96.7% 86.2% 75.0% 83.1% 73.9% 31.3% 95.9% 82.3% 48.8% 60.0% 45.8% 0.0%Significantly different from column:* D C J J HI M L OP NP NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did your child get care from more than one kind of health care provider or use more than one kind of health care service?

General-27



Question 29


98.1% 97.1% 100.0% 96.7% 95.0% 96.2% 100.0% 100.0% 92.3% 97.9% 97.8% 100.0% 90.9% 100.0% 100.0% 90.5% 100.0% 100.0% 50.0%Yes 30 32 0 29 10 11 6 1 4 23 22 6 4 0 17 12 0 18 1

57.7% 48.5% 0.0% 49.2% 52.6% 44.0% 40.0% 100.0% 33.3% 50.0% 50.0% 50.0% 40.0% 0.0% 45.9% 63.2% 0.0% 56.3% 100.0%No 22 34 2 30 9 14 9 0 8 23 22 6 6 3 20 7 2 14 0


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did anyone from your child’s health plan, doctor’s office, or clinic help coordinate your child’s care among these different providers or services?

General-28



Question 30


99.4% 99.7% 97.2% 100.0% 100.0% 100.0% 98.1% 100.0% 98.9% 100.0% 99.6% 100.0% 100.0% 100.0% 99.5% 100.0% 100.0% 100.0% 100.0%Yes 3,389 288 24 251 104 126 43 22 74 173 228 41 15 52 185 41 5 58 2

91.5% 85.7% 68.6% 88.1% 82.5% 89.4% 82.7% 71.0% 78.7% 92.0% 85.4% 89.1% 93.8% 71.2% 88.9% 97.6% 100.0% 96.7% 100.0%No 313 48 11 34 22 15 9 9 20 15 39 5 1 21 23 1 0 2 0

8.5% 14.3% 31.4% 11.9% 17.5% 10.6% 17.3% 29.0% 21.3% 8.0% 14.6% 10.9% 6.3% 28.8% 11.1% 2.4% 0.0% 3.3% 0.0%Significantly different from column:* A J I OP N N

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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A personal doctor is the one your child would see if he or she needs a check-up, has a health problem, or gets sick or hurt. Does your child have a personal doctor?

General-29



Question 31


97.7% 96.9% 100.0% 97.2% 99.0% 96.0% 95.3% 95.5% 95.9% 98.3% 97.8% 92.7% 93.3% 98.1% 97.8% 97.6% 100.0% 96.6% 100.0%None 644 49 7 41 15 23 11 4 10 34 44 4 1 37 9 2 0 7 0

19.4% 17.6% 29.2% 16.8% 14.6% 19.0% 26.8% 19.0% 14.1% 20.0% 19.7% 10.5% 7.1% 72.5% 5.0% 5.0% 0.0% 12.5% 0.0%1 time 1,038 81 7 69 28 35 12 4 15 54 69 5 4 8 68 2 2 11 1

31.3% 29.0% 29.2% 28.3% 27.2% 28.9% 29.3% 19.0% 21.1% 31.8% 30.9% 13.2% 28.6% 15.7% 37.6% 5.0% 40.0% 19.6% 50.0%2 762 60 7 52 15 32 11 1 23 34 48 10 2 1 56 2 2 13 0

23.0% 21.5% 29.2% 21.3% 14.6% 26.4% 26.8% 4.8% 32.4% 20.0% 21.5% 26.3% 14.3% 2.0% 30.9% 5.0% 40.0% 23.2% 0.0%3 419 38 3 33 16 15 4 5 8 23 22 11 5 5 26 5 0 10 0

12.7% 13.6% 12.5% 13.5% 15.5% 12.4% 9.8% 23.8% 11.3% 13.5% 9.9% 28.9% 35.7% 9.8% 14.4% 12.5% 0.0% 17.9% 0.0%4 200 22 0 21 12 8 1 4 5 11 19 1 1 0 17 5 0 4 0

6.0% 7.9% 0.0% 8.6% 11.7% 6.6% 2.4% 19.0% 7.0% 6.5% 8.5% 2.6% 7.1% 0.0% 9.4% 12.5% 0.0% 7.1% 0.0%5 to 9 196 22 0 22 11 8 2 3 6 13 17 5 0 0 4 18 1 8 0

5.9% 7.9% 0.0% 9.0% 10.7% 6.6% 4.9% 14.3% 8.5% 7.6% 7.6% 13.2% 0.0% 0.0% 2.2% 45.0% 20.0% 14.3% 0.0%10 or more times 53 7 0 6 6 0 0 0 4 1 4 2 1 0 1 6 0 3 1

1.6% 2.5% 0.0% 2.5% 5.8% 0.0% 0.0% 0.0% 5.6% 0.6% 1.8% 5.3% 7.1% 0.0% 0.6% 15.0% 0.0% 5.4% 50.0%2 or more times 1,630 149 10 134 60 63 18 13 46 82 110 29 9 6 104 36 3 38 1

49.2% 53.4% 41.7% 54.9% 58.3% 52.1% 43.9% 61.9% 64.8% 48.2% 49.3% 76.3% 64.3% 11.8% 57.5% 90.0% 60.0% 67.9% 50.0%Significantly different from column:* J I L K OP NP NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, how many times did your child visit his or her personal doctor for care?

General-30



Question 32


99.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 28 1 0 1 0 1 0 0 0 1 0 0 1 0 0 1 0 0 1

1.1% 0.4% 0.0% 0.5% 0.0% 1.0% 0.0% 0.0% 0.0% 0.7% 0.0% 0.0% 7.7% 0.0% 0.0% 2.6% 0.0% 0.0% 50.0%Sometimes 112 7 0 7 2 3 1 1 2 4 4 3 0 2 3 2 0 3 0

4.2% 3.0% 0.0% 3.4% 2.3% 3.1% 3.3% 5.9% 3.3% 2.9% 2.2% 8.8% 0.0% 14.3% 1.7% 5.3% 0.0% 6.1% 0.0%Usually 382 25 3 20 11 8 4 4 5 14 18 4 1 3 19 3 1 3 0

14.4% 10.9% 17.6% 9.9% 12.5% 8.2% 13.3% 23.5% 8.2% 10.3% 10.1% 11.8% 7.7% 21.4% 11.0% 7.9% 20.0% 6.1% 0.0%Always 2,138 197 14 175 75 86 25 12 54 117 157 27 11 9 150 32 4 43 1




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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, how often did your child’s personal doctor explain things about your child's health in a way that was easy to understand?

General-31



Question 33


99.6% 99.6% 100.0% 99.5% 100.0% 100.0% 96.7% 100.0% 100.0% 99.3% 99.4% 100.0% 100.0% 92.9% 100.0% 100.0% 100.0% 98.0% 100.0%Never 20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.8% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%Sometimes 94 11 0 11 6 3 1 2 3 6 9 1 1 1 5 4 0 1 1

3.5% 4.8% 0.0% 5.4% 6.8% 3.1% 3.4% 11.8% 4.9% 4.4% 5.1% 2.9% 7.7% 7.7% 2.9% 10.5% 0.0% 2.1% 50.0%Usually 332 20 3 16 9 8 2 0 5 14 14 5 0 2 17 1 0 4 0

12.5% 8.7% 17.6% 7.9% 10.2% 8.2% 6.9% 0.0% 8.2% 10.4% 7.9% 14.7% 0.0% 15.4% 9.9% 2.6% 0.0% 8.3% 0.0%Always 2,211 198 14 175 73 87 26 15 53 115 155 28 12 10 150 33 5 43 1




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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-32



Question 34


99.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 15 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.6% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%Sometimes 76 8 0 8 2 4 2 1 4 3 5 1 2 0 5 2 0 0 1

2.9% 3.5% 0.0% 3.9% 2.3% 4.1% 6.7% 5.9% 6.6% 2.2% 2.8% 2.9% 15.4% 0.0% 2.9% 5.3% 0.0% 0.0% 50.0%Usually 252 21 3 17 10 6 2 1 4 15 14 5 1 2 14 5 1 6 0

9.5% 9.1% 17.6% 8.4% 11.4% 6.1% 6.7% 5.9% 6.6% 11.0% 7.8% 14.7% 7.7% 14.3% 8.1% 13.2% 20.0% 12.2% 0.0%Always 2,318 201 14 178 76 88 26 15 53 118 160 28 10 12 153 31 4 43 1




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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-33



Question 35


99.3% 99.6% 100.0% 99.5% 100.0% 100.0% 96.7% 100.0% 100.0% 99.3% 99.4% 100.0% 100.0% 100.0% 99.4% 100.0% 100.0% 100.0% 100.0%Yes 1,838 136 11 118 17 82 28 10 36 78 103 21 9 4 110 17 3 30 0

69.4% 59.4% 64.7% 58.4% 19.3% 83.7% 96.6% 58.8% 59.0% 57.8% 57.9% 61.8% 69.2% 28.6% 64.3% 44.7% 60.0% 61.2% 0.0%No 810 93 6 84 71 16 1 7 25 57 75 13 4 10 61 21 2 19 2

30.6% 40.6% 35.3% 41.6% 80.7% 16.3% 3.4% 41.2% 41.0% 42.2% 42.1% 38.2% 30.8% 71.4% 35.7% 55.3% 40.0% 38.8% 100.0%Significantly different from column:* A FG E E O NP O

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Is your child able to talk with doctors about his or her health care?

General-34



Question 36


99.2% 98.5% 100.0% 98.3% 100.0% 97.6% 100.0% 90.0% 100.0% 98.7% 99.0% 95.2% 100.0% 100.0% 98.2% 100.0% 100.0% 100.0% ---Never 27 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

1.5% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% ---Sometimes 100 9 0 8 3 4 1 3 0 4 6 2 0 0 6 3 0 2 0

5.5% 6.7% 0.0% 6.9% 17.6% 5.0% 3.6% 33.3% 0.0% 5.2% 5.9% 10.0% 0.0% 0.0% 5.6% 17.6% 0.0% 6.7% ---Usually 320 19 0 18 5 8 5 2 4 11 13 2 3 0 16 3 1 6 0

17.6% 14.2% 0.0% 15.5% 29.4% 10.0% 17.9% 22.2% 11.1% 14.3% 12.7% 10.0% 33.3% 0.0% 14.8% 17.6% 33.3% 20.0% ---Always 1,376 106 11 90 9 68 22 4 32 62 83 16 6 4 86 11 2 22 0

75.5% 79.1% 100.0% 77.6% 52.9% 85.0% 78.6% 44.4% 88.9% 80.5% 81.4% 80.0% 66.7% 100.0% 79.6% 64.7% 66.7% 73.3% ---Significantly different from column:*

Usually or Always 1,696 125 11 108 14 76 27 6 36 73 96 18 9 4 102 14 3 28 093.0% 93.3% 100.0% 93.1% 82.4% 95.0% 96.4% 66.7% 100.0% 94.8% 94.1% 90.0% 100.0% 100.0% 94.4% 82.4% 100.0% 93.3% ---


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, how often did your child’s personal doctor explain things in a way that was easy for your child to understand?

General-35



Question 37


99.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 59 4 0 4 0 3 1 1 1 2 1 1 2 1 2 1 0 1 1

2.2% 1.7% 0.0% 2.0% 0.0% 3.1% 3.3% 5.9% 1.6% 1.5% 0.6% 2.9% 15.4% 7.1% 1.2% 2.6% 0.0% 2.0% 50.0%Sometimes 208 17 2 14 8 5 2 1 4 11 10 6 0 1 15 1 0 1 0

7.9% 7.4% 11.8% 6.9% 9.1% 5.1% 6.7% 5.9% 6.6% 8.1% 5.6% 17.6% 0.0% 7.1% 8.7% 2.6% 0.0% 2.0% 0.0%Usually 563 30 3 26 16 12 1 2 7 20 25 3 1 1 19 10 2 4 0

21.3% 13.0% 17.6% 12.8% 18.2% 12.2% 3.3% 11.8% 11.5% 14.7% 14.0% 8.8% 7.7% 7.1% 11.0% 26.3% 40.0% 8.2% 0.0%Always 1,812 179 12 159 64 78 26 13 49 103 143 24 10 11 136 26 3 43 1

68.6% 77.8% 70.6% 78.3% 72.7% 79.6% 86.7% 76.5% 80.3% 75.7% 79.9% 70.6% 76.9% 78.6% 79.1% 68.4% 60.0% 87.8% 50.0%Significantly different from column:* AUsually or Always 2,375 209 15 185 80 90 27 15 56 123 168 27 11 12 155 36 5 47 1


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-36



Question 38


99.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 2,385 190 13 168 76 78 23 16 50 110 148 27 11 12 139 34 4 39 1

89.8% 82.6% 76.5% 82.8% 86.4% 79.6% 76.7% 94.1% 82.0% 80.9% 82.7% 79.4% 84.6% 85.7% 80.8% 89.5% 80.0% 79.6% 50.0%No 270 40 4 35 12 20 7 1 11 26 31 7 2 2 33 4 1 10 1

10.2% 17.4% 23.5% 17.2% 13.6% 20.4% 23.3% 5.9% 18.0% 19.1% 17.3% 20.6% 15.4% 14.3% 19.2% 10.5% 20.0% 20.4% 50.0%Significantly different from column:* A

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General-37



Question 39


99.4% 99.6% 100.0% 99.5% 100.0% 100.0% 96.7% 100.0% 100.0% 99.3% 100.0% 97.1% 100.0% 100.0% 99.4% 100.0% 100.0% 100.0% 100.0%Yes 1,170 87 3 79 32 38 11 7 15 58 56 20 10 6 54 24 3 34 2

44.1% 38.0% 17.6% 39.1% 36.4% 38.8% 37.9% 41.2% 24.6% 43.0% 31.3% 60.6% 76.9% 42.9% 31.6% 63.2% 60.0% 69.4% 100.0%No 1,481 142 14 123 56 60 18 10 46 77 123 13 3 8 117 14 2 15 0

55.9% 62.0% 82.4% 60.9% 63.6% 61.2% 62.1% 58.8% 75.4% 57.0% 68.7% 39.4% 23.1% 57.1% 68.4% 36.8% 40.0% 30.6% 0.0%Significantly different from column:* J I L K P O

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In the last 6 months, did your child get care from a doctor or other health provider besides his or her personal doctor?

General-38



Question 40


98.3% 95.4% 100.0% 94.9% 96.9% 94.7% 100.0% 100.0% 100.0% 93.1% 94.6% 95.0% 100.0% 100.0% 94.4% 95.8% 100.0% 94.1% 100.0%Never 59 8 0 8 1 5 2 0 3 5 5 2 1 1 5 2 0 3 1

5.1% 9.6% 0.0% 10.7% 3.2% 13.9% 18.2% 0.0% 20.0% 9.3% 9.4% 10.5% 10.0% 16.7% 9.8% 8.7% 0.0% 9.4% 50.0%Sometimes 116 4 0 4 1 2 1 1 1 2 1 2 1 2 2 0 0 2 0

10.1% 4.8% 0.0% 5.3% 3.2% 5.6% 9.1% 14.3% 6.7% 3.7% 1.9% 10.5% 10.0% 33.3% 3.9% 0.0% 0.0% 6.3% 0.0%Usually 276 19 1 18 7 8 4 3 3 13 13 3 3 1 10 8 2 7 0

24.0% 22.9% 33.3% 24.0% 22.6% 22.2% 36.4% 42.9% 20.0% 24.1% 24.5% 15.8% 30.0% 16.7% 19.6% 34.8% 66.7% 21.9% 0.0%Always 699 52 2 45 22 21 4 3 8 34 34 12 5 2 34 13 1 20 1




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In the last 6 months, how often did your child’s personal doctor seem informed and up-to-date about the care your child got from these doctors or other health providers?

General-39



Question 41


98.1% 97.9% 100.0% 97.6% 100.0% 96.8% 95.3% 100.0% 98.6% 97.1% 98.2% 95.1% 100.0% 98.1% 97.3% 100.0% 100.0% 98.3% 100.0%5 2 0 2 0 1 0 0 0 2 0 1 1 0 0 2 0 0 1

0.2% 0.7% 0.0% 0.8% 0.0% 0.8% 0.0% 0.0% 0.0% 1.2% 0.0% 2.6% 6.7% 0.0% 0.0% 4.9% 0.0% 0.0% 50.0%1 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.2% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%2 9 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.3% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%3 11 1 0 1 1 0 0 0 1 0 1 0 0 0 1 0 0 0 0

0.3% 0.4% 0.0% 0.4% 1.0% 0.0% 0.0% 0.0% 1.4% 0.0% 0.4% 0.0% 0.0% 0.0% 0.6% 0.0% 0.0% 0.0% 0.0%4 14 1 0 1 1 0 0 0 0 1 1 0 0 0 1 0 0 0 0

0.4% 0.4% 0.0% 0.4% 1.0% 0.0% 0.0% 0.0% 0.0% 0.6% 0.4% 0.0% 0.0% 0.0% 0.6% 0.0% 0.0% 0.0% 0.0%5 59 10 0 10 7 2 1 2 2 6 8 1 1 2 8 0 0 2 0

1.8% 3.5% 0.0% 4.1% 6.7% 1.6% 2.4% 9.1% 2.7% 3.6% 3.6% 2.6% 6.7% 3.9% 4.4% 0.0% 0.0% 3.5% 0.0%6 67 6 0 5 4 2 0 0 1 4 5 1 0 1 5 0 0 1 0

2.0% 2.1% 0.0% 2.0% 3.8% 1.6% 0.0% 0.0% 1.4% 2.4% 2.2% 2.6% 0.0% 2.0% 2.8% 0.0% 0.0% 1.8% 0.0%7 163 16 2 14 6 8 2 0 5 11 14 1 1 6 7 3 1 1 0

4.9% 5.7% 8.3% 5.7% 5.8% 6.6% 4.9% 0.0% 6.8% 6.5% 6.3% 2.6% 6.7% 11.8% 3.9% 7.3% 20.0% 1.8% 0.0%8 453 33 5 25 14 9 6 2 10 18 26 3 2 9 19 3 1 4 0

13.6% 11.7% 20.8% 10.2% 13.5% 7.4% 14.6% 9.1% 13.7% 10.7% 11.6% 7.7% 13.3% 17.6% 10.6% 7.3% 20.0% 7.0% 0.0%9 553 45 3 41 20 15 9 5 13 25 36 5 4 1 34 9 2 7 0

16.6% 16.0% 12.5% 16.7% 19.2% 12.3% 22.0% 22.7% 17.8% 14.9% 16.1% 12.8% 26.7% 2.0% 18.9% 22.0% 40.0% 12.3% 0.0%1,985 168 14 146 51 85 23 13 41 101 133 27 6 32 105 24 1 42 1

59.7% 59.6% 58.3% 59.6% 49.0% 69.7% 56.1% 59.1% 56.2% 60.1% 59.4% 69.2% 40.0% 62.7% 58.3% 58.5% 20.0% 73.7% 50.0%

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0 Worst personal doctor possible

10 Best personal doctor possible

NA - Not Applicable

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your child’s personal doctor?

General-40



Question 41


98.1% 97.9% 100.0% 97.6% 100.0% 96.8% 95.3% 100.0% 98.6% 97.1% 98.2% 95.1% 100.0% 98.1% 97.3% 100.0% 100.0% 98.3% 100.0%0 to 4 44 4 0 4 2 1 0 0 1 3 2 1 1 0 2 2 0 0 1

1.3% 1.4% 0.0% 1.6% 1.9% 0.8% 0.0% 0.0% 1.4% 1.8% 0.9% 2.6% 6.7% 0.0% 1.1% 4.9% 0.0% 0.0% 50.0%5 59 10 0 10 7 2 1 2 2 6 8 1 1 2 8 0 0 2 0

1.8% 3.5% 0.0% 4.1% 6.7% 1.6% 2.4% 9.1% 2.7% 3.6% 3.6% 2.6% 6.7% 3.9% 4.4% 0.0% 0.0% 3.5% 0.0%6 or 7 230 22 2 19 10 10 2 0 6 15 19 2 1 7 12 3 1 2 0

6.9% 7.8% 8.3% 7.8% 9.6% 8.2% 4.9% 0.0% 8.2% 8.9% 8.5% 5.1% 6.7% 13.7% 6.7% 7.3% 20.0% 3.5% 0.0%8 to 10 2,991 246 22 212 85 109 38 20 64 144 195 35 12 42 158 36 4 53 1


170 20 0 19 13 5 1 2 4 13 15 3 2 3 15 2 0 3 15.1% 7.1% 0.0% 7.8% 12.5% 4.1% 2.4% 9.1% 5.5% 7.7% 6.7% 7.7% 13.3% 5.9% 8.3% 4.9% 0.0% 5.3% 50.0%

616 49 7 39 20 17 8 2 15 29 40 4 3 15 26 6 2 5 018.5% 17.4% 29.2% 15.9% 19.2% 13.9% 19.5% 9.1% 20.5% 17.3% 17.9% 10.3% 20.0% 29.4% 14.4% 14.6% 40.0% 8.8% 0.0%

2,538 213 17 187 71 100 32 18 54 126 169 32 10 33 139 33 3 49 176.4% 75.5% 70.8% 76.3% 68.3% 82.0% 78.0% 81.8% 74.0% 75.0% 75.4% 82.1% 66.7% 64.7% 77.2% 80.5% 60.0% 86.0% 50.0%

Significantly different from column:* F E



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General-41



Question 42


98.1% 98.3% 100.0% 98.0% 100.0% 97.6% 95.3% 100.0% 98.6% 97.7% 98.7% 95.1% 100.0% 98.1% 97.8% 100.0% 100.0% 100.0% 100.0%Yes 59 80 3 74 15 45 16 9 20 45 47 22 11 7 48 21 4 35 1

22.5% 28.3% 12.5% 30.1% 14.4% 36.6% 39.0% 40.9% 27.4% 26.6% 20.9% 56.4% 73.3% 13.7% 26.5% 51.2% 80.0% 60.3% 50.0%No 203 203 21 172 89 78 25 13 53 124 178 17 4 44 133 20 1 23 1

77.5% 71.7% 87.5% 69.9% 85.6% 63.4% 61.0% 59.1% 72.6% 73.4% 79.1% 43.6% 26.7% 86.3% 73.5% 48.8% 20.0% 39.7% 50.0%Significantly different from column:* FG E E L K P P NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Does your child have any medical, behavioral, or other health conditions that have lasted for more than 3 months?

General-42



Question 43


98.3% 93.8% 100.0% 93.2% 86.7% 95.6% 93.8% 88.9% 100.0% 91.1% 95.7% 90.9% 90.9% 100.0% 93.8% 95.2% 100.0% 91.4% 100.0%Yes 55 69 3 63 13 38 15 8 17 38 43 17 9 7 41 18 3 31 1

94.8% 92.0% 100.0% 91.3% 100.0% 88.4% 100.0% 100.0% 85.0% 92.7% 95.6% 85.0% 90.0% 100.0% 91.1% 90.0% 75.0% 96.9% 100.0%No 3 6 0 6 0 5 0 0 3 3 2 3 1 0 4 2 1 1 0


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General-43



Question 44


94.9% 95.0% 100.0% 94.6% 86.7% 95.6% 100.0% 100.0% 95.0% 93.3% 93.6% 100.0% 90.9% 100.0% 95.8% 95.2% 100.0% 97.1% 100.0%Yes 53 68 3 62 13 37 15 8 16 38 42 17 9 7 40 18 3 31 1

94.6% 89.5% 100.0% 88.6% 100.0% 86.0% 93.8% 88.9% 84.2% 90.5% 95.5% 77.3% 90.0% 100.0% 87.0% 90.0% 75.0% 91.2% 100.0%No 3 8 0 8 0 6 1 1 3 4 2 5 1 0 6 2 1 3 0


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General-44



Question 45


99.2% 97.9% 97.2% 98.2% 99.2% 97.9% 98.1% 93.5% 98.9% 98.4% 97.8% 100.0% 93.8% 97.3% 99.0% 100.0% 100.0% 100.0% 100.0%Yes 867 68 4 59 18 35 11 5 14 42 43 14 9 4 40 21 5 60 2

23.5% 20.6% 11.4% 21.1% 14.4% 25.4% 21.2% 17.2% 14.9% 22.7% 16.4% 30.4% 60.0% 5.6% 19.3% 50.0% 100.0% 100.0% 100.0%No 2,830 262 31 221 107 103 41 24 80 143 219 32 6 67 167 21 0 0 0

76.5% 79.4% 88.6% 78.9% 85.6% 74.6% 78.8% 82.8% 85.1% 77.3% 83.6% 69.6% 40.0% 94.4% 80.7% 50.0% 0.0% 0.0% 0.0%Significantly different from column:* F E L KM L OP NP NO

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In the last 6 months, did you make any appointments for your child to see a specialist?

General-45



Question 46


98.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 30 4 0 4 2 0 2 0 1 3 3 0 1 2 2 0 1 3 0

3.5% 5.9% 0.0% 6.8% 11.1% 0.0% 18.2% 0.0% 7.1% 7.1% 7.0% 0.0% 11.1% 50.0% 5.0% 0.0% 20.0% 5.0% 0.0%Sometimes 119 8 0 8 4 4 0 2 1 5 5 2 1 2 3 3 2 6 0

13.9% 11.8% 0.0% 13.6% 22.2% 11.4% 0.0% 40.0% 7.1% 11.9% 11.6% 14.3% 11.1% 50.0% 7.5% 14.3% 40.0% 10.0% 0.0%Usually 220 7 1 5 3 3 0 0 1 5 3 2 1 0 5 2 0 6 0

25.7% 10.3% 25.0% 8.5% 16.7% 8.6% 0.0% 0.0% 7.1% 11.9% 7.0% 14.3% 11.1% 0.0% 12.5% 9.5% 0.0% 10.0% 0.0%Always 487 49 3 42 9 28 9 3 11 29 32 10 6 0 30 16 2 45 2

56.9% 72.1% 75.0% 71.2% 50.0% 80.0% 81.8% 60.0% 78.6% 69.0% 74.4% 71.4% 66.7% 0.0% 75.0% 76.2% 40.0% 75.0% 100.0%Significantly different from column:* A F EUsually or Always 707 56 4 47 12 31 9 3 12 34 35 12 7 0 35 18 2 51 2


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General-46



Question 47


97.9% 98.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 97.5% 100.0% 100.0% 100.0% 100.0%None 61 5 0 4 2 2 0 0 1 3 3 1 1 0 4 1 5 0 0

7.2% 7.5% 0.0% 6.8% 11.1% 5.7% 0.0% 0.0% 7.1% 7.1% 7.0% 7.1% 11.1% 0.0% 10.3% 4.8% 100.0% 0.0% 0.0%1 specialist 550 41 4 36 11 22 7 5 12 23 29 8 3 3 25 12 0 41 0

64.8% 61.2% 100.0% 61.0% 61.1% 62.9% 63.6% 100.0% 85.7% 54.8% 67.4% 57.1% 33.3% 75.0% 64.1% 57.1% 0.0% 68.3% 0.0%2 154 16 0 16 3 9 4 0 0 14 9 4 3 1 9 5 0 16 0

18.1% 23.9% 0.0% 27.1% 16.7% 25.7% 36.4% 0.0% 0.0% 33.3% 20.9% 28.6% 33.3% 25.0% 23.1% 23.8% 0.0% 26.7% 0.0%3 52 3 0 2 2 1 0 0 1 1 2 1 0 0 1 1 0 3 0

6.1% 4.5% 0.0% 3.4% 11.1% 2.9% 0.0% 0.0% 7.1% 2.4% 4.7% 7.1% 0.0% 0.0% 2.6% 4.8% 0.0% 5.0% 0.0%4 14 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

1.6% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%5 or more specialists 18 2 0 1 0 1 0 0 0 1 0 0 2 0 0 2 0 0 2

2.1% 3.0% 0.0% 1.7% 0.0% 2.9% 0.0% 0.0% 0.0% 2.4% 0.0% 0.0% 22.2% 0.0% 0.0% 9.5% 0.0% 0.0% 100.0%3 or more specialists 84 5 0 3 2 2 0 0 1 2 2 1 2 0 1 3 0 3 2


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How many specialists has your child seen in the last 6 months?

General-47



Question 48


98.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%6 2 0 2 1 1 0 0 0 2 0 0 2 0 1 1 0 1 1

0.8% 3.2% 0.0% 3.6% 6.3% 3.0% 0.0% 0.0% 0.0% 5.1% 0.0% 0.0% 25.0% 0.0% 2.9% 5.0% --- 1.7% 50.0%1 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.4% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0%2 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.6% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0%3 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.6% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0%4 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.9% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0%5 13 2 0 2 0 2 0 0 0 2 1 1 0 1 1 0 0 2 0

1.7% 3.2% 0.0% 3.6% 0.0% 6.1% 0.0% 0.0% 0.0% 5.1% 2.5% 7.7% 0.0% 25.0% 2.9% 0.0% --- 3.3% 0.0%6 22 1 0 1 1 0 0 1 0 0 1 0 0 1 0 0 0 1 0

2.8% 1.6% 0.0% 1.8% 6.3% 0.0% 0.0% 20.0% 0.0% 0.0% 2.5% 0.0% 0.0% 25.0% 0.0% 0.0% --- 1.7% 0.0%7 52 7 1 6 2 4 1 0 0 7 6 1 0 0 3 4 0 7 0

6.7% 11.3% 25.0% 10.9% 12.5% 12.1% 9.1% 0.0% 0.0% 17.9% 15.0% 7.7% 0.0% 0.0% 8.6% 20.0% --- 11.7% 0.0%8 104 6 0 6 2 2 2 1 4 1 3 2 1 1 2 3 0 6 0

13.4% 9.7% 0.0% 10.9% 12.5% 6.1% 18.2% 20.0% 30.8% 2.6% 7.5% 15.4% 12.5% 25.0% 5.7% 15.0% --- 10.0% 0.0%9 124 4 0 4 0 3 1 0 2 2 4 0 0 0 3 1 0 4 0

15.9% 6.5% 0.0% 7.3% 0.0% 9.1% 9.1% 0.0% 15.4% 5.1% 10.0% 0.0% 0.0% 0.0% 8.6% 5.0% --- 6.7% 0.0%437 40 3 34 10 21 7 3 7 25 25 9 5 1 25 11 0 39 1

56.2% 64.5% 75.0% 61.8% 62.5% 63.6% 63.6% 60.0% 53.8% 64.1% 62.5% 69.2% 62.5% 25.0% 71.4% 55.0% --- 65.0% 50.0%

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0 Worst specialist possible

10 Best specialist possible

NA - Not Applicable

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Using any number from 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate that specialist?

General-48



Question 48


98.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%0 to 4 26 2 0 2 1 1 0 0 0 2 0 0 2 0 1 1 0 1 1

3.3% 3.2% 0.0% 3.6% 6.3% 3.0% 0.0% 0.0% 0.0% 5.1% 0.0% 0.0% 25.0% 0.0% 2.9% 5.0% --- 1.7% 50.0%5 13 2 0 2 0 2 0 0 0 2 1 1 0 1 1 0 0 2 0

1.7% 3.2% 0.0% 3.6% 0.0% 6.1% 0.0% 0.0% 0.0% 5.1% 2.5% 7.7% 0.0% 25.0% 2.9% 0.0% --- 3.3% 0.0%6 or 7 74 8 1 7 3 4 1 1 0 7 7 1 0 1 3 4 0 8 0

9.5% 12.9% 25.0% 12.7% 18.8% 12.1% 9.1% 20.0% 0.0% 17.9% 17.5% 7.7% 0.0% 25.0% 8.6% 20.0% --- 13.3% 0.0%8 to 10 665 50 3 44 12 26 10 4 13 28 32 11 6 2 30 15 0 49 1


61 5 0 5 2 3 0 1 0 4 2 1 2 2 2 1 0 4 17.8% 8.1% 0.0% 9.1% 12.5% 9.1% 0.0% 20.0% 0.0% 10.3% 5.0% 7.7% 25.0% 50.0% 5.7% 5.0% --- 6.7% 50.0%

156 13 1 12 4 6 3 1 4 8 9 3 1 1 5 7 0 13 020.1% 21.0% 25.0% 21.8% 25.0% 18.2% 27.3% 20.0% 30.8% 20.5% 22.5% 23.1% 12.5% 25.0% 14.3% 35.0% --- 21.7% 0.0%

561 44 3 38 10 24 8 3 9 27 29 9 5 1 28 12 0 43 172.1% 71.0% 75.0% 69.1% 62.5% 72.7% 72.7% 60.0% 69.2% 69.2% 72.5% 69.2% 62.5% 25.0% 80.0% 60.0% --- 71.7% 50.0%




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Last 6 Months

General-49



Question 49


98.4% 96.4% 97.2% 97.9% 99.2% 97.2% 96.2% 96.8% 95.8% 98.9% 98.1% 95.7% 93.8% 98.6% 97.1% 95.2% 100.0% 95.0% 100.0%Yes 1,176 91 8 80 32 42 13 9 22 57 66 19 6 9 65 13 2 27 0

32.1% 28.0% 22.9% 28.7% 25.6% 30.7% 25.5% 30.0% 24.2% 30.6% 25.1% 43.2% 40.0% 12.5% 32.0% 32.5% 40.0% 47.4% 0.0%No 2,489 234 27 199 93 95 38 21 69 129 197 25 9 63 138 27 3 30 2

67.9% 72.0% 77.1% 71.3% 74.4% 69.3% 74.5% 70.0% 75.8% 69.4% 74.9% 56.8% 60.0% 87.5% 68.0% 67.5% 60.0% 52.6% 100.0%Significantly different from column:* L K OP N N

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did you get information or help from customer service at your child’s health plan?

General-50



Question 50


98.3% 96.7% 100.0% 96.3% 100.0% 95.2% 92.3% 100.0% 100.0% 94.7% 95.5% 100.0% 100.0% 77.8% 98.5% 100.0% 100.0% 100.0% ---Never 29 4 0 4 2 1 1 1 0 3 3 0 1 1 3 0 0 2 0

2.5% 4.5% 0.0% 5.2% 6.3% 2.5% 8.3% 11.1% 0.0% 5.6% 4.8% 0.0% 16.7% 14.3% 4.7% 0.0% 0.0% 7.4% ---Sometimes 139 9 0 8 4 4 1 0 1 7 4 4 1 2 5 1 1 4 0

12.0% 10.2% 0.0% 10.4% 12.5% 10.0% 8.3% 0.0% 4.5% 13.0% 6.3% 21.1% 16.7% 28.6% 7.8% 7.7% 50.0% 14.8% ---Usually 280 19 5 14 8 7 4 2 6 11 15 4 0 3 15 0 0 4 0

24.2% 21.6% 62.5% 18.2% 25.0% 17.5% 33.3% 22.2% 27.3% 20.4% 23.8% 21.1% 0.0% 42.9% 23.4% 0.0% 0.0% 14.8% ---Always 708 56 3 51 18 28 6 6 15 33 41 11 4 1 41 12 1 17 0


Usually or Always 988 75 8 65 26 35 10 8 21 44 56 15 4 4 56 12 1 21 085.5% 85.2% 100.0% 84.4% 81.3% 87.5% 83.3% 88.9% 95.5% 81.5% 88.9% 78.9% 66.7% 57.1% 87.5% 92.3% 50.0% 77.8% ---


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, how often did customer service at your child’s health plan give you the information or help you needed?

General-51



Question 51


98.2% 96.7% 100.0% 96.3% 100.0% 95.2% 92.3% 100.0% 100.0% 94.7% 95.5% 100.0% 100.0% 77.8% 98.5% 100.0% 100.0% 100.0% ---Never 18 3 0 3 0 2 1 0 0 3 1 0 2 0 3 0 1 2 0

1.6% 3.4% 0.0% 3.9% 0.0% 5.0% 8.3% 0.0% 0.0% 5.6% 1.6% 0.0% 33.3% 0.0% 4.7% 0.0% 50.0% 7.4% ---Sometimes 54 7 0 7 2 4 1 1 0 6 4 3 0 3 4 0 0 3 0

4.7% 8.0% 0.0% 9.1% 6.3% 10.0% 8.3% 11.1% 0.0% 11.1% 6.3% 15.8% 0.0% 42.9% 6.3% 0.0% 0.0% 11.1% ---Usually 173 7 1 5 2 3 2 1 1 4 3 4 0 1 5 0 0 2 0

15.0% 8.0% 12.5% 6.5% 6.3% 7.5% 16.7% 11.1% 4.5% 7.4% 4.8% 21.1% 0.0% 14.3% 7.8% 0.0% 0.0% 7.4% ---Always 910 71 7 62 28 31 8 7 21 41 55 12 4 3 52 13 1 20 0


Usually or Always 1,083 78 8 67 30 34 10 8 22 45 58 16 4 4 57 13 1 22 093.8% 88.6% 100.0% 87.0% 93.8% 85.0% 83.3% 88.9% 100.0% 83.3% 92.1% 84.2% 66.7% 57.1% 89.1% 100.0% 50.0% 81.5% ---


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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General-52



Question 52


96.6% 96.1% 94.4% 98.6% 96.0% 99.3% 100.0% 96.8% 98.9% 97.9% 97.4% 100.0% 93.8% 98.6% 95.7% 97.6% 100.0% 98.3% 50.0%Yes 1,017 70 6 61 22 32 13 8 23 36 54 11 5 10 46 10 1 14 0

28.3% 21.6% 17.6% 21.7% 18.2% 22.9% 24.5% 26.7% 24.5% 19.6% 20.7% 23.9% 33.3% 13.9% 23.0% 24.4% 20.0% 23.7% 0.0%No 2,582 254 28 220 99 108 40 22 71 148 207 35 10 62 154 31 4 45 1


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did your child’s health plan give you any forms to fill out?

General-53



Question 53


99.2% 98.8% 100.0% 98.6% 100.0% 98.6% 96.2% 100.0% 98.9% 98.4% 98.9% 97.8% 100.0% 98.6% 98.5% 100.0% 100.0% 100.0% 100.0%Never 32 4 1 3 0 1 3 0 2 2 2 0 2 0 3 0 0 3 0

0.9% 1.3% 2.9% 1.1% 0.0% 0.7% 5.9% 0.0% 2.2% 1.1% 0.8% 0.0% 13.3% 0.0% 1.5% 0.0% 0.0% 5.1% 0.0%Sometimes 126 8 2 6 8 0 0 2 3 3 7 1 0 0 4 3 0 1 0

3.5% 2.5% 5.9% 2.2% 6.6% 0.0% 0.0% 6.7% 3.2% 1.7% 2.7% 2.2% 0.0% 0.0% 2.0% 7.3% 0.0% 1.7% 0.0%Usually 260 14 1 13 5 7 2 3 3 8 10 2 2 4 7 3 1 4 0

7.3% 4.4% 2.9% 4.7% 4.1% 5.1% 3.9% 10.0% 3.2% 4.4% 3.9% 4.4% 13.3% 5.6% 3.6% 7.3% 20.0% 6.8% 0.0%Always 3,153 294 30 255 108 130 46 25 85 168 239 42 11 67 183 35 4 51 1




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**Respondents answering "No" to question 52 are reported to NCQA as "Always" in question 53, and are used in calculating the Customer Service composite score.

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, how often were the forms from your child’s health plan easy to fill out?**

General-54



Question 54


97.6% 96.4% 97.2% 97.9% 98.4% 96.5% 100.0% 96.8% 97.9% 97.9% 97.8% 97.8% 100.0% 95.9% 95.7% 100.0% 80.0% 96.7% 100.0%11 4 1 2 1 1 1 1 0 2 3 0 1 0 4 0 0 1 0

0.3% 1.2% 2.9% 0.7% 0.8% 0.7% 1.9% 3.3% 0.0% 1.1% 1.1% 0.0% 6.3% 0.0% 2.0% 0.0% 0.0% 1.7% 0.0%1 11 1 0 1 0 0 1 1 0 0 0 1 0 0 1 0 0 0 0

0.3% 0.3% 0.0% 0.4% 0.0% 0.0% 1.9% 3.3% 0.0% 0.0% 0.0% 2.2% 0.0% 0.0% 0.5% 0.0% 0.0% 0.0% 0.0%2 12 1 0 1 1 0 0 0 0 1 1 0 0 0 1 0 0 0 0

0.3% 0.3% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 0.0% 0.5% 0.4% 0.0% 0.0% 0.0% 0.5% 0.0% 0.0% 0.0% 0.0%3 10 3 0 3 0 3 0 0 1 2 3 0 0 0 3 0 0 0 0

0.3% 0.9% 0.0% 1.1% 0.0% 2.2% 0.0% 0.0% 1.1% 1.1% 1.1% 0.0% 0.0% 0.0% 1.5% 0.0% 0.0% 0.0% 0.0%4 17 4 0 4 2 2 0 0 0 4 1 2 1 1 1 2 0 1 1

0.5% 1.2% 0.0% 1.4% 1.6% 1.5% 0.0% 0.0% 0.0% 2.2% 0.4% 4.4% 6.3% 1.4% 0.5% 4.8% 0.0% 1.7% 50.0%5 135 18 0 16 9 8 1 2 2 12 13 3 1 10 7 0 0 3 0

3.7% 5.5% 0.0% 5.7% 7.3% 5.9% 1.9% 6.7% 2.2% 6.5% 5.0% 6.7% 6.3% 14.3% 3.5% 0.0% 0.0% 5.2% 0.0%6 89 15 0 14 6 5 3 1 4 9 12 3 0 2 12 1 0 0 0

2.4% 4.6% 0.0% 5.0% 4.8% 3.7% 5.7% 3.3% 4.3% 4.9% 4.6% 6.7% 0.0% 2.9% 6.0% 2.4% 0.0% 0.0% 0.0%7 220 23 4 18 9 11 2 3 5 13 19 4 0 4 12 5 0 5 0

6.1% 7.1% 11.4% 6.5% 7.3% 8.1% 3.8% 10.0% 5.4% 7.1% 7.3% 8.9% 0.0% 5.7% 6.0% 11.9% 0.0% 8.6% 0.0%8 533 48 7 40 21 19 7 3 17 25 38 7 3 7 30 7 0 11 0

14.7% 14.8% 20.0% 14.3% 16.9% 14.0% 13.2% 10.0% 18.3% 13.6% 14.5% 15.6% 18.8% 10.0% 15.0% 16.7% 0.0% 19.0% 0.0%9 596 48 6 41 17 20 10 5 15 27 41 5 2 9 30 8 1 5 0

16.4% 14.8% 17.1% 14.7% 13.7% 14.7% 18.9% 16.7% 16.1% 14.7% 15.6% 11.1% 12.5% 12.9% 15.0% 19.0% 25.0% 8.6% 0.0%2,001 160 17 139 58 67 28 14 49 89 131 20 8 37 99 19 3 32 1

55.0% 49.2% 48.6% 49.8% 46.8% 49.3% 52.8% 46.7% 52.7% 48.4% 50.0% 44.4% 50.0% 52.9% 49.5% 45.2% 75.0% 55.2% 50.0%

0 Worst health plan possible

10 Best health plan possible

NA - Not Applicable

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your child’s health plan?

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Last 6 Months

General-55



Question 54


97.6% 96.4% 97.2% 97.9% 98.4% 96.5% 100.0% 96.8% 97.9% 97.9% 97.8% 97.8% 100.0% 95.9% 95.7% 100.0% 80.0% 96.7% 100.0%0 to 4 61 13 1 11 4 6 2 2 1 9 8 3 2 1 10 2 0 2 1

1.7% 4.0% 2.9% 3.9% 3.2% 4.4% 3.8% 6.7% 1.1% 4.9% 3.1% 6.7% 12.5% 1.4% 5.0% 4.8% 0.0% 3.4% 50.0%5 135 18 0 16 9 8 1 2 2 12 13 3 1 10 7 0 0 3 0

3.7% 5.5% 0.0% 5.7% 7.3% 5.9% 1.9% 6.7% 2.2% 6.5% 5.0% 6.7% 6.3% 14.3% 3.5% 0.0% 0.0% 5.2% 0.0%6 or 7 309 38 4 32 15 16 5 4 9 22 31 7 0 6 24 6 0 5 0

8.5% 11.7% 11.4% 11.5% 12.1% 11.8% 9.4% 13.3% 9.7% 12.0% 11.8% 15.6% 0.0% 8.6% 12.0% 14.3% 0.0% 8.6% 0.0%8 to 10 3,130 256 30 220 96 106 45 22 81 141 210 32 13 53 159 34 4 48 1

86.1% 78.8% 85.7% 78.9% 77.4% 77.9% 84.9% 73.3% 87.1% 76.6% 80.2% 71.1% 81.3% 75.7% 79.5% 81.0% 100.0% 82.8% 50.0%Significantly different from column:* A J I

285 46 1 41 19 19 6 5 7 30 33 9 3 13 29 3 0 5 17.8% 14.2% 2.9% 14.7% 15.3% 14.0% 11.3% 16.7% 7.5% 16.3% 12.6% 20.0% 18.8% 18.6% 14.5% 7.1% 0.0% 8.6% 50.0%

753 71 11 58 30 30 9 6 22 38 57 11 3 11 42 12 0 16 020.7% 21.8% 31.4% 20.8% 24.2% 22.1% 17.0% 20.0% 23.7% 20.7% 21.8% 24.4% 18.8% 15.7% 21.0% 28.6% 0.0% 27.6% 0.0%

2,597 208 23 180 75 87 38 19 64 116 172 25 10 46 129 27 4 37 171.4% 64.0% 65.7% 64.5% 60.5% 64.0% 71.7% 63.3% 68.8% 63.0% 65.6% 55.6% 62.5% 65.7% 64.5% 64.3% 100.0% 63.8% 50.0%

Significantly different from column:* A



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General-56



Question 55


100.0% 98.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 97.6% 100.0% 100.0% 98.3% 100.0%Yes 138 180 14 158 72 72 26 12 55 99 132 37 10 17 115 39 2 44 2

46.2% 54.2% 38.9% 55.4% 57.1% 51.1% 49.1% 38.7% 57.9% 52.7% 49.3% 80.4% 62.5% 23.3% 56.4% 92.9% 40.0% 74.6% 100.0%No 161 152 22 127 54 69 27 19 40 89 136 9 6 56 89 3 3 15 0

53.8% 45.8% 61.1% 44.6% 42.9% 48.9% 50.9% 61.3% 42.1% 47.3% 50.7% 19.6% 37.5% 76.7% 43.6% 7.1% 60.0% 25.4% 0.0%Significantly different from column:* A L K OP NP NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In the last 6 months, did you get or refill any prescription medicines for your child?

General-57



Question 56


100.0% 97.8% 85.7% 98.7% 98.6% 95.8% 100.0% 83.3% 96.4% 100.0% 98.5% 97.3% 100.0% 94.1% 100.0% 97.4% 100.0% 100.0% 100.0%Never 0 1 0 1 0 1 0 0 0 1 0 0 1 0 0 1 0 0 1

0.0% 0.6% 0.0% 0.6% 0.0% 1.4% 0.0% 0.0% 0.0% 1.0% 0.0% 0.0% 10.0% 0.0% 0.0% 2.6% 0.0% 0.0% 50.0%Sometimes 6 20 1 18 6 8 5 2 3 14 12 6 2 3 9 6 0 7 0

4.3% 11.4% 8.3% 11.5% 8.5% 11.6% 19.2% 20.0% 5.7% 14.1% 9.2% 16.7% 20.0% 18.8% 7.8% 15.8% 0.0% 15.9% 0.0%Usually 31 25 3 20 13 10 1 2 7 13 17 7 1 2 15 6 0 5 0

22.5% 14.2% 25.0% 12.8% 18.3% 14.5% 3.8% 20.0% 13.2% 13.1% 13.1% 19.4% 10.0% 12.5% 13.0% 15.8% 0.0% 11.4% 0.0%Always 101 130 8 117 52 50 20 6 43 71 101 23 6 11 91 25 2 32 1



Significantly different from column:* A

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General-58



Question 57


96.4% 97.2% 85.7% 98.1% 98.6% 94.4% 100.0% 83.3% 96.4% 100.0% 98.5% 94.6% 90.0% 100.0% 99.1% 94.9% 100.0% 95.5% 100.0%Yes 80 93 9 79 36 34 19 6 29 49 68 20 5 6 61 23 1 27 0

60.2% 53.1% 75.0% 51.0% 50.7% 50.0% 73.1% 60.0% 54.7% 49.5% 52.3% 57.1% 55.6% 35.3% 53.5% 62.2% 50.0% 64.3% 0.0%No 53 82 3 76 35 34 7 4 24 50 62 15 4 11 53 14 1 15 2

39.8% 46.9% 25.0% 49.0% 49.3% 50.0% 26.9% 40.0% 45.3% 50.5% 47.7% 42.9% 44.4% 64.7% 46.5% 37.8% 50.0% 35.7% 100.0%Significantly different from column:* G G EF

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Did anyone from your child’s health plan, doctor’s office, or clinic help you get your child’s prescription medicines?

General-59



Question 58


98.4% 97.9% 100.0% 99.3% 99.2% 99.3% 100.0% 100.0% 98.9% 99.5% 100.0% 100.0% 100.0% 97.3% 97.6% 100.0% 100.0% 98.3% 100.0%Poor 15 1 0 0 0 0 0 0 0 0 0 0 1 0 0 1 0 0 1

0.4% 0.3% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 6.3% 0.0% 0.0% 2.4% 0.0% 0.0% 50.0%Fair 165 15 0 15 2 6 6 1 6 8 0 0 15 1 7 4 1 6 1

4.5% 4.5% 0.0% 5.3% 1.6% 4.3% 11.3% 3.2% 6.4% 4.3% 0.0% 0.0% 93.8% 1.4% 3.4% 9.5% 20.0% 10.2% 50.0%Good 735 46 1 43 12 24 8 5 15 21 0 46 0 3 32 10 1 13 0

20.0% 13.9% 2.8% 15.2% 9.6% 17.1% 15.1% 16.1% 16.0% 11.2% 0.0% 100.0% 0.0% 4.2% 15.7% 23.8% 20.0% 22.0% 0.0%Very Good 1,184 115 13 99 49 42 22 14 35 61 115 0 0 22 73 16 2 22 0

32.3% 34.8% 36.1% 35.0% 39.2% 30.0% 41.5% 45.2% 37.2% 32.6% 42.9% 0.0% 0.0% 31.0% 35.8% 38.1% 40.0% 37.3% 0.0%Excellent 1,568 153 22 126 62 68 17 11 38 97 153 0 0 45 92 11 1 18 0

42.8% 46.4% 61.1% 44.5% 49.6% 48.6% 32.1% 35.5% 40.4% 51.9% 57.1% 0.0% 0.0% 63.4% 45.1% 26.2% 20.0% 30.5% 0.0%Significantly different from column:* G G EF LM K K OP NP NOExcellent or Very Good 2,752 268 35 225 111 110 39 25 73 158 268 0 0 67 165 27 3 40 0

75.0% 81.2% 97.2% 79.5% 88.8% 78.6% 73.6% 80.6% 77.7% 84.5% 100.0% 0.0% 0.0% 94.4% 80.9% 64.3% 60.0% 67.8% 0.0%Significantly different from column:* A D C FG E E L K OP NP NO

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In general, how would you rate your child’s overall health?

General-60



Question 59


98.1% 97.9% 97.2% 100.0% 99.2% 100.0% 98.1% 96.8% 100.0% 100.0% 99.3% 100.0% 100.0% 98.6% 97.1% 100.0% 100.0% 98.3% 100.0%Poor 34 2 0 2 0 1 0 0 1 1 0 0 2 0 0 1 0 0 1

0.9% 0.6% 0.0% 0.7% 0.0% 0.7% 0.0% 0.0% 1.1% 0.5% 0.0% 0.0% 12.5% 0.0% 0.0% 2.4% 0.0% 0.0% 50.0%Fair 218 27 2 24 2 14 10 4 10 12 10 10 7 2 19 4 2 10 0

6.0% 8.2% 5.7% 8.4% 1.6% 9.9% 19.2% 13.3% 10.5% 6.4% 3.8% 21.7% 43.8% 2.8% 9.4% 9.5% 40.0% 16.9% 0.0%Good 604 38 1 34 7 23 4 8 11 14 23 12 3 4 22 9 0 7 0

16.5% 11.5% 2.9% 11.9% 5.6% 16.3% 7.7% 26.7% 11.6% 7.4% 8.6% 26.1% 18.8% 5.6% 10.8% 21.4% 0.0% 11.9% 0.0%Very Good 896 72 5 66 32 27 12 8 24 36 60 9 2 17 48 7 0 17 0

24.5% 21.8% 14.3% 23.2% 25.6% 19.1% 23.1% 26.7% 25.3% 19.1% 22.6% 19.6% 12.5% 23.6% 23.6% 16.7% 0.0% 28.8% 0.0%Excellent 1,902 191 27 159 84 76 26 10 49 125 173 15 2 49 114 21 3 25 1

52.1% 57.9% 77.1% 55.8% 67.2% 53.9% 50.0% 33.3% 51.6% 66.5% 65.0% 32.6% 12.5% 68.1% 56.2% 50.0% 60.0% 42.4% 50.0%Significantly different from column:* A D C FG E E J J HI LM K KExcellent or Very Good 2,798 263 32 225 116 103 38 18 73 161 233 24 4 66 162 28 3 42 1

76.6% 79.7% 91.4% 78.9% 92.8% 73.0% 73.1% 60.0% 76.8% 85.6% 87.6% 52.2% 25.0% 91.7% 79.8% 66.7% 60.0% 71.2% 50.0%Significantly different from column:* FG E E J H L K OP N N

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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In general, how would you rate your child's overall mental or emotional health?

General-61



Question 60


99.7% 97.9% 97.2% 100.0% 100.0% 99.3% 100.0% 96.8% 100.0% 100.0% 99.3% 100.0% 100.0% 100.0% 97.6% 100.0% 100.0% 98.3% 100.0%Yes 70 111 6 100 30 52 23 10 35 57 70 30 10 11 72 25 3 36 2

23.5% 33.6% 17.1% 35.1% 23.8% 37.1% 43.4% 33.3% 36.8% 30.3% 26.3% 65.2% 62.5% 15.1% 35.3% 59.5% 60.0% 61.0% 100.0%No 228 219 29 185 96 88 30 20 60 131 196 16 6 62 132 17 2 23 0

76.5% 66.4% 82.9% 64.9% 76.2% 62.9% 56.6% 66.7% 63.2% 69.7% 73.7% 34.8% 37.5% 84.9% 64.7% 40.5% 40.0% 39.0% 0.0%Significantly different from column:* A D C FG E E L K OP NP NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Does your child currently need or use medicine prescribed by a doctor (other than vitamins)?

General-62



Question 61


98.6% 98.2% 100.0% 99.0% 100.0% 100.0% 95.7% 100.0% 97.1% 100.0% 98.6% 96.7% 100.0% 100.0% 97.2% 100.0% 66.7% 100.0% 100.0%Yes 55 87 5 78 17 45 20 6 25 48 52 27 8 8 59 18 2 30 2

79.7% 79.8% 83.3% 78.8% 56.7% 86.5% 90.9% 60.0% 73.5% 84.2% 75.4% 93.1% 80.0% 72.7% 84.3% 72.0% 100.0% 83.3% 100.0%No 14 22 1 21 13 7 2 4 9 9 17 2 2 3 11 7 0 6 0

20.3% 20.2% 16.7% 21.2% 43.3% 13.5% 9.1% 40.0% 26.5% 15.8% 24.6% 6.9% 20.0% 27.3% 15.7% 28.0% 0.0% 16.7% 0.0%Significantly different from column:* FG E E L K

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Is this because of any medical, behavioral, or other health condition?

General-63



Question 62


98.2% 98.9% 100.0% 98.7% 100.0% 97.8% 100.0% 100.0% 96.0% 100.0% 100.0% 100.0% 87.5% 100.0% 98.3% 100.0% 100.0% 96.7% 100.0%Yes 49 77 5 69 14 42 17 6 22 42 45 25 7 8 50 17 2 27 2

90.7% 89.5% 100.0% 89.6% 82.4% 95.5% 85.0% 100.0% 91.7% 87.5% 86.5% 92.6% 100.0% 100.0% 86.2% 94.4% 100.0% 93.1% 100.0%No 5 9 0 8 3 2 3 0 2 6 7 2 0 0 8 1 0 2 0


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Is this a condition that has lasted or is expected to last for at least 12 months?

General-64



Question 63


99.0% 94.7% 97.2% 96.8% 97.6% 95.7% 100.0% 93.5% 97.9% 97.9% 96.6% 95.7% 87.5% 97.3% 93.8% 97.6% 80.0% 91.7% 100.0%Yes 38 51 1 48 8 27 14 8 13 26 25 16 10 6 27 14 0 20 1

12.8% 16.0% 2.9% 17.4% 6.5% 20.0% 26.4% 27.6% 14.0% 14.1% 9.7% 36.4% 71.4% 8.5% 13.8% 34.1% 0.0% 36.4% 50.0%No 258 268 34 228 115 108 39 21 80 158 234 28 4 65 169 27 4 35 1

87.2% 84.0% 97.1% 82.6% 93.5% 80.0% 73.6% 72.4% 86.0% 85.9% 90.3% 63.6% 28.6% 91.5% 86.2% 65.9% 100.0% 63.6% 50.0%Significantly different from column:* D C FG E E L KM L P P NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Does your child need or use more medical care, more mental health services, or more educational services than is usual for most children of the same age?

General-65



Question 64


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 31 42 1 40 5 24 12 7 10 22 17 16 9 3 23 12 0 17 1

81.6% 82.4% 100.0% 83.3% 62.5% 88.9% 85.7% 87.5% 76.9% 84.6% 68.0% 100.0% 90.0% 50.0% 85.2% 85.7% --- 85.0% 100.0%No 7 9 0 8 3 3 2 1 3 4 8 0 1 3 4 2 0 3 0


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General-66



Question 65


96.8% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 29 41 1 39 4 24 12 7 10 21 16 16 9 3 22 12 0 17 1

96.7% 97.6% 100.0% 97.5% 80.0% 100.0% 100.0% 100.0% 100.0% 95.5% 94.1% 100.0% 100.0% 100.0% 95.7% 100.0% --- 100.0% 100.0%No 1 1 0 1 1 0 0 0 0 1 1 0 0 0 1 0 0 0 0


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General-67



Question 66


99.0% 95.8% 91.7% 99.6% 100.0% 98.6% 98.1% 93.5% 98.9% 100.0% 97.4% 97.8% 93.8% 98.6% 95.7% 97.6% 80.0% 96.7% 50.0%Yes 22 42 1 40 13 18 9 7 16 16 20 13 9 5 22 12 0 18 1

7.4% 13.0% 3.0% 14.1% 10.3% 12.9% 17.3% 24.1% 17.0% 8.5% 7.7% 28.9% 60.0% 6.9% 11.0% 29.3% 0.0% 31.0% 100.0%No 274 281 32 244 113 121 43 22 78 172 241 32 6 67 178 29 4 40 0

92.6% 87.0% 97.0% 85.9% 89.7% 87.1% 82.7% 75.9% 83.0% 91.5% 92.3% 71.1% 40.0% 93.1% 89.0% 70.7% 100.0% 69.0% 0.0%Significantly different from column:* A J I M L P P NO

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Is your child limited or prevented in any way in his or her ability to do the things most children of the same age can do?

General-68



Question 67


100.0% 95.2% 0.0% 100.0% 100.0% 100.0% 88.9% 100.0% 93.8% 100.0% 90.0% 100.0% 100.0% 80.0% 95.5% 100.0% --- 100.0% 100.0%Yes 20 34 0 34 8 17 8 7 12 13 13 12 9 2 20 9 0 17 1

90.9% 85.0% --- 85.0% 61.5% 94.4% 100.0% 100.0% 80.0% 81.3% 72.2% 92.3% 100.0% 50.0% 95.2% 75.0% --- 94.4% 100.0%No 2 6 0 6 5 1 0 0 3 3 5 1 0 2 1 3 0 1 0

9.1% 15.0% --- 15.0% 38.5% 5.6% 0.0% 0.0% 20.0% 18.8% 27.8% 7.7% 0.0% 50.0% 4.8% 25.0% --- 5.6% 0.0%Significantly different from column:*

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General-69



Question 68


100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 20 32 0 32 8 17 6 7 10 13 13 12 7 2 18 9 0 17 1

100.0% 94.1% --- 94.1% 100.0% 100.0% 75.0% 100.0% 83.3% 100.0% 100.0% 100.0% 77.8% 100.0% 90.0% 100.0% --- 100.0% 100.0%No 0 2 0 2 0 0 2 0 2 0 0 0 2 0 2 0 0 0 0

0.0% 5.9% --- 5.9% 0.0% 0.0% 25.0% 0.0% 16.7% 0.0% 0.0% 0.0% 22.2% 0.0% 10.0% 0.0% --- 0.0% 0.0%Significantly different from column:*

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General-70



Question 69


99.3% 96.1% 97.2% 99.6% 100.0% 98.6% 100.0% 93.5% 100.0% 100.0% 98.1% 95.7% 93.8% 100.0% 96.2% 95.2% 80.0% 96.7% 50.0%Yes 26 30 0 29 9 16 4 2 7 19 20 6 4 4 23 2 1 11 0

8.8% 9.3% 0.0% 10.2% 7.1% 11.5% 7.5% 6.9% 7.4% 10.1% 7.6% 13.6% 26.7% 5.5% 11.4% 5.0% 25.0% 19.0% 0.0%No 271 294 35 255 117 123 49 27 88 169 243 38 11 69 178 38 3 47 1


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

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Does your child need or get special therapy such as physical, occupational, or speech therapy?

General-71



Question 70


92.3% 96.7% --- 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 95.0% 100.0% 100.0% 100.0% 95.7% 100.0% 100.0% 100.0% ---Yes 14 20 0 20 5 11 4 1 4 14 11 6 3 3 15 1 1 8 0

58.3% 69.0% --- 69.0% 55.6% 68.8% 100.0% 50.0% 57.1% 73.7% 57.9% 100.0% 75.0% 75.0% 68.2% 50.0% 100.0% 72.7% ---No 10 9 0 9 4 5 0 1 3 5 8 0 1 1 7 1 0 3 0

41.7% 31.0% --- 31.0% 44.4% 31.3% 0.0% 50.0% 42.9% 26.3% 42.1% 0.0% 25.0% 25.0% 31.8% 50.0% 0.0% 27.3% ---Significantly different from column:*

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General-72



Question 71


92.9% 95.0% --- 95.0% 100.0% 90.9% 100.0% 0.0% 100.0% 100.0% 90.9% 100.0% 100.0% 100.0% 93.3% 100.0% 100.0% 87.5% ---Yes 13 19 0 19 5 10 4 0 4 14 10 6 3 3 14 1 1 7 0

100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% ---No 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% --- 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% ---Significantly different from column:*

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General-73



Question 72


98.7% 96.1% 97.2% 100.0% 100.0% 99.3% 100.0% 96.8% 100.0% 100.0% 97.8% 97.8% 93.8% 100.0% 95.7% 97.6% 80.0% 98.3% 50.0%Yes 34 48 3 45 3 32 11 6 15 26 29 13 6 4 33 8 1 19 1

11.5% 14.8% 8.6% 15.8% 2.4% 22.9% 20.8% 20.0% 15.8% 13.8% 11.1% 28.9% 40.0% 5.5% 16.5% 19.5% 25.0% 32.2% 100.0%No 261 276 32 240 123 108 42 24 80 162 233 32 9 69 167 33 3 40 0

88.5% 85.2% 91.4% 84.2% 97.6% 77.1% 79.2% 80.0% 84.2% 86.2% 88.9% 71.1% 60.0% 94.5% 83.5% 80.5% 75.0% 67.8% 0.0%Significantly different from column:* F E L K O N

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Does your child have any kind of emotional, developmental, or behavioral problem for which he or she needs or gets treatment or counseling?

General-74



Question 73


100.0% 97.9% 100.0% 97.8% 100.0% 96.9% 100.0% 100.0% 93.3% 100.0% 100.0% 100.0% 83.3% 100.0% 97.0% 100.0% 100.0% 94.7% 100.0%Yes 30 41 3 38 2 27 10 5 13 22 24 13 4 3 28 8 1 16 1

88.2% 87.2% 100.0% 86.4% 66.7% 87.1% 90.9% 83.3% 92.9% 84.6% 82.8% 100.0% 80.0% 75.0% 87.5% 100.0% 100.0% 88.9% 100.0%No 4 6 0 6 1 4 1 1 1 4 5 0 1 1 4 0 0 2 0


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Has this problem lasted or is it expected to last for at least 12 months?

General-75



Question 74


97.6% 95.0% 100.0% 98.6% 100.0% 100.0% 100.0% 100.0% 97.9% 99.5% 97.0% 95.7% 87.5% 98.6% 94.7% 95.2% 80.0% 98.3% 50.0%Less than 1 year old 67 28 3 25 28 0 0 1 14 13 25 2 1 3 15 9 0 5 0

1.8% 8.8% 8.3% 8.9% 22.2% 0.0% 0.0% 3.2% 15.1% 7.0% 9.6% 4.5% 7.1% 4.2% 7.6% 22.5% 0.0% 8.5% 0.0%1 year old 153 28 2 26 28 0 0 3 6 19 25 3 0 4 18 6 1 4 0

4.2% 8.8% 5.6% 9.3% 22.2% 0.0% 0.0% 9.7% 6.5% 10.2% 9.6% 6.8% 0.0% 5.6% 9.1% 15.0% 25.0% 6.8% 0.0%2 years old 249 18 2 16 18 0 0 0 6 12 15 1 1 3 12 2 0 2 0

6.8% 5.6% 5.6% 5.7% 14.3% 0.0% 0.0% 0.0% 6.5% 6.4% 5.8% 2.3% 7.1% 4.2% 6.1% 5.0% 0.0% 3.4% 0.0%3 years old 230 16 1 15 16 0 0 4 5 7 14 2 0 4 11 1 1 0 0

6.3% 5.0% 2.8% 5.3% 12.7% 0.0% 0.0% 12.9% 5.4% 3.7% 5.4% 4.5% 0.0% 5.6% 5.6% 2.5% 25.0% 0.0% 0.0%4 to 6 years old 607 52 8 44 36 16 0 5 13 31 43 8 1 12 37 2 0 12 0

16.7% 16.3% 22.2% 15.7% 28.6% 11.3% 0.0% 16.1% 14.0% 16.6% 16.5% 18.2% 7.1% 16.7% 18.7% 5.0% 0.0% 20.3% 0.0%7 to 9 years old 661 60 8 51 0 60 0 4 13 42 49 8 2 14 37 6 1 10 1

18.2% 18.8% 22.2% 18.1% 0.0% 42.6% 0.0% 12.9% 14.0% 22.5% 18.8% 18.2% 14.3% 19.4% 18.7% 15.0% 25.0% 16.9% 100.0%10 to 13 years old 844 65 7 57 0 65 0 10 16 35 50 12 3 14 40 9 1 15 0

23.2% 20.3% 19.4% 20.3% 0.0% 46.1% 0.0% 32.3% 17.2% 18.7% 19.2% 27.3% 21.4% 19.4% 20.2% 22.5% 25.0% 25.4% 0.0%14 to 18 years old 825 53 5 47 0 0 53 4 20 28 39 8 6 18 28 5 0 11 0

22.7% 16.6% 13.9% 16.7% 0.0% 0.0% 100.0% 12.9% 21.5% 15.0% 15.0% 18.2% 42.9% 25.0% 14.1% 12.5% 0.0% 18.6% 0.0%3 years old or younger 699 90 8 82 90 0 0 8 31 51 79 8 2 14 56 18 2 11 0

19.2% 28.1% 22.2% 29.2% 71.4% 0.0% 0.0% 25.8% 33.3% 27.3% 30.4% 18.2% 14.3% 19.4% 28.3% 45.0% 50.0% 18.6% 0.0%Significantly different from column:* A FG E E P P NO

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What is your child’s age?

General-76



Question 75


97.7% 95.0% 100.0% 98.6% 100.0% 99.3% 100.0% 100.0% 98.9% 98.9% 96.6% 95.7% 93.8% 97.3% 94.7% 95.2% 80.0% 98.3% 50.0%Male 1,887 163 17 145 61 70 32 17 51 91 131 21 10 35 100 24 2 35 1

51.8% 50.9% 47.2% 51.6% 48.4% 50.0% 60.4% 54.8% 54.3% 48.9% 50.6% 47.7% 66.7% 49.3% 50.5% 60.0% 50.0% 59.3% 100.0%Female 1,755 157 19 136 65 70 21 14 43 95 128 23 5 36 98 16 2 24 0


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Is your child male or female?

General-77



Question 76


97.1% 94.4% 88.9% 99.3% 100.0% 98.6% 96.2% 100.0% 97.9% 98.4% 95.9% 95.7% 93.8% 95.9% 94.3% 95.2% 80.0% 96.7% 50.0%Yes, Hispanic or Latino 1,460 44 4 39 17 23 4 4 15 23 35 5 3 6 29 6 0 8 0

40.4% 13.8% 12.5% 13.8% 13.5% 16.5% 7.8% 12.9% 16.1% 12.4% 13.6% 11.4% 20.0% 8.6% 14.7% 15.0% 0.0% 13.8% 0.0%2,158 274 28 244 109 116 47 27 78 162 222 39 12 64 168 34 4 50 1


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Is your child of Hispanic or Latino origin or descent?

General-78



Question 77


91.2% 93.8% 97.2% 97.9% 97.6% 96.5% 100.0% 96.8% 96.8% 99.5% 95.5% 95.7% 93.8% 95.9% 93.8% 92.9% 80.0% 96.7% 50.0%White 2,591 167 19 148 72 74 20 15 46 103 142 19 5 34 103 24 3 29 1

76.2% 52.8% 54.3% 53.0% 58.5% 54.4% 37.7% 50.0% 50.0% 55.1% 55.5% 43.2% 33.3% 48.6% 52.6% 61.5% 75.0% 50.0% 100.0%550 128 8 118 45 51 30 12 37 76 96 23 9 31 79 14 1 30 0

16.2% 40.5% 22.9% 42.3% 36.6% 37.5% 56.6% 40.0% 40.2% 40.6% 37.5% 52.3% 60.0% 44.3% 40.3% 35.9% 25.0% 51.7% 0.0%Asian 108 19 4 15 8 7 4 3 3 13 17 2 0 8 9 2 1 1 0

3.2% 6.0% 11.4% 5.4% 6.5% 5.1% 7.5% 10.0% 3.3% 7.0% 6.6% 4.5% 0.0% 11.4% 4.6% 5.1% 25.0% 1.7% 0.0%28 4 0 4 1 2 1 0 1 3 2 0 2 1 1 2 0 2 0

0.8% 1.3% 0.0% 1.4% 0.8% 1.5% 1.9% 0.0% 1.1% 1.6% 0.8% 0.0% 13.3% 1.4% 0.5% 5.1% 0.0% 3.4% 0.0%98 16 3 13 6 5 5 1 5 10 13 1 2 6 6 3 0 3 0

2.9% 5.1% 8.6% 4.7% 4.9% 3.7% 9.4% 3.3% 5.4% 5.3% 5.1% 2.3% 13.3% 8.6% 3.1% 7.7% 0.0% 5.2% 0.0%Other 444 29 6 23 11 13 4 2 11 15 26 2 1 6 17 4 0 5 0

13.1% 9.2% 17.1% 8.2% 8.9% 9.6% 7.5% 6.7% 12.0% 8.0% 10.2% 4.5% 6.7% 8.6% 8.7% 10.3% 0.0% 8.6% 0.0%

Black or African-American

Native Hawaiian or other Pacific Islander

American Indian or Alaska Native

NA - Not ApplicablePlease note that respondents could select more than one response option, therefore percentages may not add up to 100%.

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What is your child’s race? Mark one or more.

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General-79



Question 78


96.8% 94.1% 100.0% 98.2% 99.2% 97.2% 98.1% 96.8% 98.9% 100.0% 95.9% 93.5% 93.8% 97.3% 94.3% 92.9% 80.0% 95.0% 50.0%Under 18 215 20 2 17 5 9 4 7 7 5 13 5 2 3 14 1 0 3 0

6.0% 6.3% 5.6% 6.1% 4.0% 6.6% 7.7% 23.3% 7.4% 2.7% 5.1% 11.6% 13.3% 4.2% 7.1% 2.6% 0.0% 5.3% 0.0%18 to 24 200 27 1 26 26 0 1 3 12 12 26 0 1 7 13 6 0 1 0

5.5% 8.5% 2.8% 9.3% 20.8% 0.0% 1.9% 10.0% 12.8% 6.4% 10.1% 0.0% 6.7% 9.9% 6.6% 15.4% 0.0% 1.8% 0.0%25 to 34 1,102 110 13 97 65 41 4 10 31 68 90 13 5 20 72 17 1 20 1

30.6% 34.7% 36.1% 34.6% 52.0% 29.9% 7.7% 33.3% 33.0% 36.2% 35.0% 30.2% 33.3% 28.2% 36.5% 43.6% 25.0% 35.1% 100.0%35 to 44 1,271 98 7 91 20 54 23 5 24 67 79 14 5 24 63 8 1 20 0

35.2% 30.9% 19.4% 32.5% 16.0% 39.4% 44.2% 16.7% 25.5% 35.6% 30.7% 32.6% 33.3% 33.8% 32.0% 20.5% 25.0% 35.1% 0.0%45 to 54 549 44 5 39 8 24 12 5 12 27 34 8 2 13 25 4 2 8 0

15.2% 13.9% 13.9% 13.9% 6.4% 17.5% 23.1% 16.7% 12.8% 14.4% 13.2% 18.6% 13.3% 18.3% 12.7% 10.3% 50.0% 14.0% 0.0%55 to 64 186 10 3 7 1 4 5 0 3 7 8 2 0 2 5 2 0 2 0

5.2% 3.2% 8.3% 2.5% 0.8% 2.9% 9.6% 0.0% 3.2% 3.7% 3.1% 4.7% 0.0% 2.8% 2.5% 5.1% 0.0% 3.5% 0.0%65 to 74 68 8 5 3 0 5 3 0 5 2 7 1 0 2 5 1 0 3 0

1.9% 2.5% 13.9% 1.1% 0.0% 3.6% 5.8% 0.0% 5.3% 1.1% 2.7% 2.3% 0.0% 2.8% 2.5% 2.6% 0.0% 5.3% 0.0%75 or older 15 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.4% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%35 or older 2,089 160 20 140 29 87 43 10 44 103 128 25 7 41 98 15 3 33 0

57.9% 50.5% 55.6% 50.0% 23.2% 63.5% 82.7% 33.3% 46.8% 54.8% 49.8% 58.1% 46.7% 57.7% 49.7% 38.5% 75.0% 57.9% 0.0%Significantly different from column:* A FG EG EF J H

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General-80



Question 79


97.5% 95.3% 100.0% 100.0% 100.0% 98.6% 98.1% 100.0% 100.0% 100.0% 97.0% 95.7% 93.8% 97.3% 95.2% 97.6% 80.0% 96.7% 50.0%Male 408 36 36 0 14 17 5 4 16 15 35 1 0 10 21 1 0 4 0

11.2% 11.2% 100.0% 0.0% 11.1% 12.2% 9.6% 12.9% 16.8% 8.0% 13.5% 2.3% 0.0% 14.1% 10.6% 2.4% 0.0% 6.9% 0.0%Female 3,226 285 0 285 112 122 47 27 79 173 225 43 15 61 178 40 4 54 1

88.8% 88.8% 0.0% 100.0% 88.9% 87.8% 90.4% 87.1% 83.2% 92.0% 86.5% 97.7% 100.0% 85.9% 89.4% 97.6% 100.0% 93.1% 100.0%Significantly different from column:* J I L K

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Are you male or female?

General-81



Question 80


96.1% 93.2% 97.2% 97.9% 97.6% 96.5% 98.1% 100.0% 100.0% 100.0% 95.5% 89.1% 93.8% 95.9% 93.3% 92.9% 80.0% 93.3% 50.0%8th grade or less 314 5 0 5 2 1 2 5 0 0 5 0 0 2 2 1 0 0 0

8.8% 1.6% 0.0% 1.8% 1.6% 0.7% 3.8% 16.1% 0.0% 0.0% 2.0% 0.0% 0.0% 2.9% 1.0% 2.6% 0.0% 0.0% 0.0%532 26 4 22 11 13 2 26 0 0 20 5 1 6 15 4 0 5 0

14.9% 8.3% 11.4% 7.9% 8.9% 9.6% 3.8% 83.9% 0.0% 0.0% 7.8% 12.2% 6.7% 8.6% 7.7% 10.3% 0.0% 8.9% 0.0%1,285 95 16 79 42 31 20 0 95 0 73 15 6 17 63 11 1 13 0

35.9% 30.3% 45.7% 28.3% 34.1% 22.8% 38.5% 0.0% 100.0% 0.0% 28.5% 36.6% 40.0% 24.3% 32.3% 28.2% 25.0% 23.2% 0.0%1,011 115 7 108 40 57 18 0 0 115 97 13 5 30 70 12 1 25 1

28.2% 36.6% 20.0% 38.7% 32.5% 41.9% 34.6% 0.0% 0.0% 61.2% 37.9% 31.7% 33.3% 42.9% 35.9% 30.8% 25.0% 44.6% 100.0%4-year college graduate 269 43 3 40 13 23 6 0 0 43 36 4 2 9 27 6 2 9 0

7.5% 13.7% 8.6% 14.3% 10.6% 16.9% 11.5% 0.0% 0.0% 22.9% 14.1% 9.8% 13.3% 12.9% 13.8% 15.4% 50.0% 16.1% 0.0%171 30 5 25 15 11 4 0 0 30 25 4 1 6 18 5 0 4 0

4.8% 9.6% 14.3% 9.0% 12.2% 8.1% 7.7% 0.0% 0.0% 16.0% 9.8% 9.8% 6.7% 8.6% 9.2% 12.8% 0.0% 7.1% 0.0%

440 73 8 65 28 34 10 0 0 73 61 8 3 15 45 11 2 13 012.3% 23.2% 22.9% 23.3% 22.8% 25.0% 19.2% 0.0% 0.0% 38.8% 23.8% 19.5% 20.0% 21.4% 23.1% 28.2% 50.0% 23.2% 0.0%

Significantly different from column:* A J J HI


4-year college graduate or more


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What is the highest grade or level of school that you have completed?

General-82



Question 81


94.6% 93.2% 100.0% 97.2% 97.6% 96.5% 96.2% 96.8% 97.9% 98.9% 95.5% 89.1% 93.8% 98.6% 93.3% 88.1% 80.0% 90.0% 50.0%Mother or father 3,233 288 31 256 118 125 42 25 85 174 240 34 12 69 177 34 3 48 1

91.7% 91.7% 86.1% 92.4% 95.9% 91.9% 82.4% 83.3% 91.4% 93.5% 93.8% 82.9% 80.0% 95.8% 90.8% 91.9% 75.0% 88.9% 100.0%Grandparent 204 18 4 14 3 9 5 2 4 11 11 4 3 2 13 1 1 5 0

5.8% 5.7% 11.1% 5.1% 2.4% 6.6% 9.8% 6.7% 4.3% 5.9% 4.3% 9.8% 20.0% 2.8% 6.7% 2.7% 25.0% 9.3% 0.0%Aunt or uncle 22 3 0 3 0 1 2 1 1 1 2 1 0 1 0 2 0 1 0

0.6% 1.0% 0.0% 1.1% 0.0% 0.7% 3.9% 3.3% 1.1% 0.5% 0.8% 2.4% 0.0% 1.4% 0.0% 5.4% 0.0% 1.9% 0.0%Older brother or sister 3 1 0 1 1 0 0 0 1 0 1 0 0 0 1 0 0 0 0

0.1% 0.3% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 1.1% 0.0% 0.4% 0.0% 0.0% 0.0% 0.5% 0.0% 0.0% 0.0% 0.0%Other relative 4 2 1 1 0 0 2 1 1 0 1 1 0 0 2 0 0 0 0

0.1% 0.6% 2.8% 0.4% 0.0% 0.0% 3.9% 3.3% 1.1% 0.0% 0.4% 2.4% 0.0% 0.0% 1.0% 0.0% 0.0% 0.0% 0.0%Legal guardian 43 2 0 2 1 1 0 1 1 0 1 1 0 0 2 0 0 0 0

1.2% 0.6% 0.0% 0.7% 0.8% 0.7% 0.0% 3.3% 1.1% 0.0% 0.4% 2.4% 0.0% 0.0% 1.0% 0.0% 0.0% 0.0% 0.0%Someone else 16 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.5% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%

1 to

4

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NA - Not Applicable

Goo

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5 or

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(Q47)

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than

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Child's Age Respondent's Education Child's Health Status Child's Doctor Visits in Last 6 Months


(Q79) (Q74) (Q80) (Q58) (Q7)

How are you related to the child?

2016

CSS

Ave

rage

2016

Respondent's Gender

General-83



Question 82


98.5% 99.4% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.2% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% ---Yes 68 5 0 5 1 3 1 3 1 1 5 0 0 1 4 0 0 0 0

3.5% 3.2% 0.0% 3.6% 1.9% 4.4% 3.2% 16.7% 2.0% 1.2% 3.8% 0.0% 0.0% 3.1% 3.9% 0.0% 0.0% 0.0% ---No 1,902 151 15 135 53 65 30 15 50 84 127 20 2 31 99 16 2 24 0


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Base: All respondents (Please note that members who responded on the phone were not asked this question.)


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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

2016

CSS

Ave

rage

2016


Mal

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13

Did someone help you complete this survey?

General-84



Question 83


97.1% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- --- 100.0% 100.0% --- --- --- ---Read the questions to me 21 1 0 1 1 0 0 0 1 0 1 0 0 0 1 0 0 0 0

31.8% 20.0% --- 20.0% 100.0% 0.0% 0.0% 0.0% 100.0% 0.0% 20.0% --- --- 0.0% 25.0% --- --- --- ---15 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

22.7% 0.0% --- 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- --- 0.0% 0.0% --- --- --- ---8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

12.1% 0.0% --- 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- --- 0.0% 0.0% --- --- --- ---35 4 0 4 1 2 1 3 1 0 4 0 0 1 3 0 0 0 0

53.0% 80.0% --- 80.0% 100.0% 66.7% 100.0% 100.0% 100.0% 0.0% 80.0% --- --- 100.0% 75.0% --- --- --- ---Helped in some other way 10 1 0 1 0 1 0 0 0 1 1 0 0 0 1 0 0 0 0

15.2% 20.0% --- 20.0% 0.0% 33.3% 0.0% 0.0% 0.0% 100.0% 20.0% --- --- 0.0% 25.0% --- --- --- ---NA - Not ApplicablePlease note that respondents could select more than one response option, therefore percentages may not add up to 100%.

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Base: All respondents who received help completing this survey (Q82) (Please note that members who responded on the phone were not asked this question.)

Wrote down the answers I gave

Answered the questions for me

Translated the questions into my language

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(Q79) (Q74) (Q80) (Q58) (Q7) (Q47)

2016

CSS

Ave

rage

2016


Mal

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Fem

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5

6 to

13

How did that person help you? Mark one or more.

General-85



Ratings

86.91%

84.93%

82.67%

81.00%

Composites

85.90%

91.31%

93.69%

88.47%

84.33%


76.93%

82.20%

Children with Chronic Conditions Composites

89.97%

77.55%

91.15%

89.70%

77.56%

49170

NCQA Accreditation

Scoring

2015 Plan Mean

Plan Rate

2016

94.91%

Global Proportions

2015 NCQA National

Average, All LOBs

92.95%

87.88%

Customer Service


Getting Needed Care

Shared Decision Making 85.95%

2.4012

2.7500

77.94%

93.85%

78.85% 2.5769

2.6207

Personal Doctor or Nurse Who Knows Child

82.76%

89.12%

No Applicable MeanCoordination of Care w/CCC (Q16 & Q27) 79.40%

2.5768

Access to Specialized Services

No Applicable Mean

Access to Prescription Medicine

92.28%

Getting Needed Information

88.89%

No Applicable Mean


2.5380

2.5402

* Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA. A lighter display is used to indicate that a result is not reportable by NCQA due to insufficient denominator (less than 100 responses). In such cases, CSS calculates measure results only for internal plan reporting.

Survey Measures*

2.5106Coordination of Care 85.82%

2.7956

CAHPS® 5.0H Child Medicaid with CCC Measures Member Satisfaction Survey for Measurement Year 2015 (Fielded February - May 2016) --- CCC Population

87.46%

79.54%

2.6791

2.7347

2.7100

2.5495



Rating of All Health Care

Rating of Health Plan

84.33%


Composites



Question 3

(Q60) (Q63) (Q66) (Q69) (Q72)

A B C D E F G H I J K L M N O P Q R S TNumber in sample 306 256 163 124 80 136 60 152 87 32 266 150 90 57 173 87 45 32 187 76Number missing or multiple answer 4 3 4 4 3 3 2 2 0 1 3 3 1 0 1 3 0 1 1 1Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 302 253 159 120 77 133 58 150 87 31 263 147 89 57 172 84 45 31 186 75

98.7% 98.8% 97.5% 96.8% 96.3% 97.8% 96.7% 98.7% 100.0% 96.9% 98.9% 98.0% 98.9% 100.0% 99.4% 96.6% 100.0% 96.9% 99.5% 98.7%Yes 141 121 77 58 38 57 34 62 41 15 123 62 45 30 72 38 31 9 81 46

46.7% 47.8% 48.4% 48.3% 49.4% 42.9% 58.6% 41.3% 47.1% 48.4% 46.8% 42.2% 50.6% 52.6% 41.9% 45.2% 68.9% 29.0% 43.5% 61.3%No 161 132 82 62 39 76 24 88 46 16 140 85 44 27 100 46 14 22 105 29

53.3% 52.2% 51.6% 51.7% 50.6% 57.1% 41.4% 58.7% 52.9% 51.6% 53.2% 57.8% 49.4% 47.4% 58.1% 54.8% 31.1% 71.0% 56.5% 38.7%Significantly different from column:* H G Q Q OP T T RS

(Q77) (Q58) (Q7)

2016

Type of Chronic Condition Child's Age Child's Hispanic Status Child's Race Child's Health Status

5 or

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In the last 6 months, did your child have an illness, injury, or condition that needed care right away in a clinic, emergency room, or doctor’s office?



Oth

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Child's Doctor Visits in Last 6 Months

(Q74) (Q76)

Chronic-1



Question 4

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 2 2 1 1 0 0 0 1 1 0 2 1 1 0 0 0 2 1 1 0

1.4% 1.7% 1.3% 1.7% 0.0% 0.0% 0.0% 1.6% 2.4% 0.0% 1.6% 1.6% 2.2% 0.0% 0.0% 0.0% 6.5% 11.1% 1.2% 0.0%Sometimes 6 5 3 5 1 3 0 4 2 0 6 3 2 1 1 4 1 1 3 2

4.3% 4.1% 3.9% 8.6% 2.6% 5.3% 0.0% 6.5% 4.9% 0.0% 4.9% 4.8% 4.4% 3.3% 1.4% 10.5% 3.2% 11.1% 3.7% 4.3%Usually 15 12 5 4 6 7 5 5 4 2 12 6 5 4 9 3 3 1 8 5

10.6% 9.9% 6.5% 6.9% 15.8% 12.3% 14.7% 8.1% 9.8% 13.3% 9.8% 9.7% 11.1% 13.3% 12.5% 7.9% 9.7% 11.1% 9.9% 10.9%Always 118 102 68 48 31 47 29 52 34 13 103 52 37 25 62 31 25 6 69 39

83.7% 84.3% 88.3% 82.8% 81.6% 82.5% 85.3% 83.9% 82.9% 86.7% 83.7% 83.9% 82.2% 83.3% 86.1% 81.6% 80.6% 66.7% 85.2% 84.8%Significantly different from column:*Usually or Always 133 114 73 52 37 54 34 57 38 15 115 58 42 29 71 34 28 7 77 44

94.3% 94.2% 94.8% 89.7% 97.4% 94.7% 100.0% 91.9% 92.7% 100.0% 93.5% 93.5% 93.3% 96.7% 98.6% 89.5% 90.3% 77.8% 95.1% 95.7%Significantly different from column:*

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Base: All respondents whose child need care right away (Q3)


Oth

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-2



Question 5

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 99.6% 98.2% 97.6% 96.3% 97.1% 96.7% 99.3% 98.9% 100.0% 98.5% 98.7% 97.8% 100.0% 98.8% 97.7% 100.0% 96.9% 99.5% 98.7%Yes 265 227 145 109 70 114 51 139 69 30 230 131 74 52 148 78 38 12 174 70

87.7% 89.0% 90.6% 90.1% 90.9% 86.4% 87.9% 92.1% 80.2% 93.8% 87.8% 88.5% 84.1% 91.2% 86.5% 91.8% 84.4% 38.7% 93.5% 93.3%No 37 28 15 12 7 18 7 12 17 2 32 17 14 5 23 7 7 19 12 5

12.3% 11.0% 9.4% 9.9% 9.1% 13.6% 12.1% 7.9% 19.8% 6.3% 12.2% 11.5% 15.9% 8.8% 13.5% 8.2% 15.6% 61.3% 6.5% 6.7%Significantly different from column:* I H T R

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In the last 6 months, did you make any appointments for a check-up or routine care for your child at a doctor's office or clinic?



Oth

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-3



Question 6

(Q60) (Q63) (Q66) (Q69) (Q72)


98.5% 98.2% 98.6% 98.2% 100.0% 98.2% 100.0% 98.6% 97.1% 100.0% 98.3% 97.7% 98.6% 100.0% 98.6% 98.7% 97.4% 91.7% 98.9% 98.6%Never 3 3 3 2 0 1 0 1 2 0 3 1 1 1 0 1 2 1 1 1

1.1% 1.3% 2.1% 1.9% 0.0% 0.9% 0.0% 0.7% 3.0% 0.0% 1.3% 0.8% 1.4% 1.9% 0.0% 1.3% 5.4% 9.1% 0.6% 1.4%Sometimes 19 16 11 8 5 6 5 9 5 2 16 10 6 3 11 4 4 1 13 5

7.3% 7.2% 7.7% 7.5% 7.1% 5.4% 9.8% 6.6% 7.5% 6.7% 7.1% 7.8% 8.2% 5.8% 7.5% 5.2% 10.8% 9.1% 7.6% 7.2%Usually 50 38 26 21 12 23 8 30 11 6 44 31 12 7 32 14 4 3 37 9

19.2% 17.0% 18.2% 19.6% 17.1% 20.5% 15.7% 21.9% 16.4% 20.0% 19.5% 24.2% 16.4% 13.5% 21.9% 18.2% 10.8% 27.3% 21.5% 13.0%Always 189 166 103 76 53 82 38 97 49 22 163 86 54 41 103 58 27 6 121 54



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In the last 6 months, when you made an appointment for a check-up or routine care for your child at a doctor's office or clinic, how often did you get an appointment as soon as your child needed?

Base: All respondents who made an appointment for their child for health care (Q5)


Oth

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Exce

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1 to

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Take

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-4



Question 7

(Q60) (Q63) (Q66) (Q69) (Q72)


96.4% 96.9% 96.3% 96.0% 93.8% 95.6% 95.0% 95.4% 100.0% 96.9% 96.2% 96.7% 94.4% 98.2% 98.3% 94.3% 93.3% 100.0% 100.0% 100.0%None 32 24 16 12 8 12 6 11 14 2 29 12 13 6 18 7 7 32 0 0

10.8% 9.7% 10.2% 10.1% 10.7% 9.2% 10.5% 7.6% 16.1% 6.5% 11.3% 8.3% 15.3% 10.7% 10.6% 8.5% 16.7% 100.0% 0.0% 0.0%1 time 46 41 21 15 12 22 7 24 13 5 38 23 13 8 30 11 4 0 46 0

15.6% 16.5% 13.4% 12.6% 16.0% 16.9% 12.3% 16.6% 14.9% 16.1% 14.8% 15.9% 15.3% 14.3% 17.6% 13.4% 9.5% 0.0% 24.6% 0.0%2 60 47 25 20 13 29 7 35 16 4 53 31 21 7 40 17 3 0 60 0

20.3% 19.0% 15.9% 16.8% 17.3% 22.3% 12.3% 24.1% 18.4% 12.9% 20.7% 21.4% 24.7% 12.5% 23.5% 20.7% 7.1% 0.0% 32.1% 0.0%3 51 44 27 24 13 18 9 27 15 8 43 24 14 12 30 14 7 0 51 0

17.3% 17.7% 17.2% 20.2% 17.3% 13.8% 15.8% 18.6% 17.2% 25.8% 16.8% 16.6% 16.5% 21.4% 17.6% 17.1% 16.7% 0.0% 27.3% 0.0%4 30 24 16 10 9 9 9 13 8 3 27 13 10 6 17 10 3 0 30 0

10.2% 9.7% 10.2% 8.4% 12.0% 6.9% 15.8% 9.0% 9.2% 9.7% 10.5% 9.0% 11.8% 10.7% 10.0% 12.2% 7.1% 0.0% 16.0% 0.0%5 to 9 51 43 31 21 12 23 14 26 11 8 43 28 11 10 27 17 7 0 0 51

17.3% 17.3% 19.7% 17.6% 16.0% 17.7% 24.6% 17.9% 12.6% 25.8% 16.8% 19.3% 12.9% 17.9% 15.9% 20.7% 16.7% 0.0% 0.0% 67.1%10 or more times 25 25 21 17 8 17 5 9 10 1 23 14 3 7 8 6 11 0 0 25

8.5% 10.1% 13.4% 14.3% 10.7% 13.1% 8.8% 6.2% 11.5% 3.2% 9.0% 9.7% 3.5% 12.5% 4.7% 7.3% 26.2% 0.0% 0.0% 32.9%5 or more times 76 68 52 38 20 40 19 35 21 9 66 42 14 17 35 23 18 0 0 76

25.8% 27.4% 33.1% 31.9% 26.7% 30.8% 33.3% 24.1% 24.1% 29.0% 25.8% 29.0% 16.5% 30.4% 20.6% 28.0% 42.9% 0.0% 0.0% 100.0%Significantly different from column:* M L Q O T T RS

5 or

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In the last 6 months, not counting the times your child went to an emergency room, how many times did he or she go to a doctor’s office or clinic to get health care?



Oth

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-5



Question 8

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 99.1% 99.3% 97.2% 98.5% 99.2% 98.0% 98.5% 100.0% 100.0% 98.7% 97.7% 100.0% 100.0% 98.7% 100.0% 97.1% --- 99.5% 97.4%Yes 205 179 110 80 54 89 44 102 56 26 173 104 55 40 115 61 28 0 146 59

78.8% 80.6% 78.6% 76.9% 81.8% 76.1% 88.0% 77.3% 76.7% 89.7% 77.2% 80.0% 76.4% 80.0% 76.7% 81.3% 82.4% --- 78.5% 79.7%No 55 43 30 24 12 28 6 30 17 3 51 26 17 10 35 14 6 0 40 15

21.2% 19.4% 21.4% 23.1% 18.2% 23.9% 12.0% 22.7% 23.3% 10.3% 22.8% 20.0% 23.6% 20.0% 23.3% 18.7% 17.6% --- 21.5% 20.3%Significantly different from column:*

5 or

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In the last 6 months, did you and your child's doctor or other health provider talk about specific things you could do to prevent illness in your child?



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-6



Question 9

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 98.7% 99.3% 98.1% 98.5% 99.2% 100.0% 98.5% 98.6% 100.0% 98.7% 99.2% 97.2% 100.0% 98.7% 100.0% 97.1% --- 98.4% 100.0%Never 2 2 1 1 1 0 0 2 0 0 2 0 1 1 2 0 0 0 1 1

0.8% 0.9% 0.7% 1.0% 1.5% 0.0% 0.0% 1.5% 0.0% 0.0% 0.9% 0.0% 1.4% 2.0% 1.3% 0.0% 0.0% --- 0.5% 1.3%Sometimes 14 13 6 9 1 6 3 8 3 1 12 6 6 1 8 5 1 0 10 4

5.4% 5.9% 4.3% 8.6% 1.5% 5.1% 5.9% 6.1% 4.2% 3.4% 5.4% 4.5% 8.6% 2.0% 5.3% 6.7% 2.9% --- 5.4% 5.3%Usually 33 28 18 13 9 17 8 15 9 3 28 12 12 8 17 12 4 0 22 11

12.7% 12.7% 12.9% 12.4% 13.6% 14.5% 15.7% 11.4% 12.5% 10.3% 12.5% 9.1% 17.1% 16.0% 11.3% 16.0% 11.8% --- 12.0% 14.5%Always 211 178 115 82 55 94 40 107 60 25 182 114 51 40 123 58 29 0 151 60

81.2% 80.5% 82.1% 78.1% 83.3% 80.3% 78.4% 81.1% 83.3% 86.2% 81.3% 86.4% 72.9% 80.0% 82.0% 77.3% 85.3% --- 82.1% 78.9%Significantly different from column:* M LUsually or Always 244 206 133 95 64 111 48 122 69 28 210 126 63 48 140 70 33 0 173 71


5 or

mor

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Oth

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Exce

llent

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d

Goo

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Fair

or P

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Non

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1 to

4

6 to

13

14 to

18

His

pani

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Not

His

pani

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Whi

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Take

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iptio

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-7



Question 10

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 98.7% 100.0% 99.1% 100.0% 99.2% 100.0% 98.5% 98.6% 100.0% 98.7% 97.7% 100.0% 100.0% 98.7% 100.0% 97.1% --- 98.9% 98.7%Yes 131 122 76 52 33 55 27 63 39 14 115 69 31 26 71 36 24 0 82 49

50.4% 55.2% 53.9% 49.1% 49.3% 47.0% 52.9% 47.7% 54.2% 48.3% 51.3% 53.1% 43.1% 52.0% 47.3% 48.0% 70.6% --- 44.3% 65.3%No 129 99 65 54 34 62 24 69 33 15 109 61 41 24 79 39 10 0 103 26

49.6% 44.8% 46.1% 50.9% 50.7% 53.0% 47.1% 52.3% 45.8% 51.7% 48.7% 46.9% 56.9% 48.0% 52.7% 52.0% 29.4% --- 55.7% 34.7%Significantly different from column:* Q Q OP T S

5 or

mor

e

In the last 6 months, did you and your child's doctor or other health provider talk about starting or stopping a prescription medicine for your child?



Oth

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Exce

llent

or V

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Goo

d

Goo

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Fair

or P

oor

Non

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1 to

4

6 to

13

14 to

18

His

pani

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Not

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-8



Question 11

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 122 114 72 50 32 53 24 59 37 14 107 63 29 25 65 35 22 0 75 47

93.1% 93.4% 94.7% 96.2% 97.0% 96.4% 88.9% 93.7% 94.9% 100.0% 93.0% 91.3% 93.5% 96.2% 91.5% 97.2% 91.7% --- 91.5% 95.9%No 9 8 4 2 1 2 3 4 2 0 8 6 2 1 6 1 2 0 7 2


5 or

mor

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Oth

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Exce

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Goo

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Fair

or P

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1 to

4

6 to

13

14 to

18

His

pani

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Not

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-9



Question 12

(Q60) (Q63) (Q66) (Q69) (Q72)


99.2% 99.2% 98.7% 98.1% 100.0% 98.2% 100.0% 98.4% 100.0% 100.0% 99.1% 98.6% 100.0% 100.0% 100.0% 97.2% 100.0% --- 98.8% 100.0%Yes 100 95 59 38 25 48 19 49 30 12 86 49 26 21 52 28 20 0 58 42

76.9% 78.5% 78.7% 74.5% 75.8% 88.9% 70.4% 79.0% 76.9% 85.7% 75.4% 72.1% 83.9% 80.8% 73.2% 80.0% 83.3% --- 71.6% 85.7%No 30 26 16 13 8 6 8 13 9 2 28 19 5 5 19 7 4 0 23 7


5 or

mor

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Oth

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Exce

llent

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ery

Goo

d

Goo

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Fair

or P

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Non

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1 to

4

6 to

13

14 to

18

His

pani

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Not

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-10



Question 13

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0%Yes 115 108 69 47 28 51 22 56 35 12 101 59 27 24 64 33 18 0 71 44

87.8% 88.5% 90.8% 90.4% 84.8% 92.7% 81.5% 88.9% 89.7% 85.7% 87.8% 85.5% 87.1% 92.3% 90.1% 91.7% 75.0% --- 86.6% 89.8%No 16 14 7 5 5 4 5 7 4 2 14 10 4 2 7 3 6 0 11 5


5 or

mor

e

When you talked about your child starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for your child?



Oth

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1 to

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6 to

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14 to

18

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-11



Question 14

(Q60) (Q63) (Q66) (Q69) (Q72)


99.2% 99.1% 99.3% 99.1% 98.5% 99.2% 100.0% 98.5% 100.0% 100.0% 99.1% 99.2% 98.6% 100.0% 98.7% 100.0% 100.0% --- 98.9% 100.0%1 1 1 0 0 1 0 0 1 0 1 1 0 0 0 0 1 0 0 1

0.4% 0.5% 0.7% 0.0% 0.0% 0.9% 0.0% 0.0% 1.4% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 0.0% 2.9% --- 0.0% 1.3%1 1 1 1 1 0 0 0 1 0 0 1 1 0 0 0 1 0 0 1 0

0.4% 0.5% 0.7% 0.9% 0.0% 0.0% 0.0% 0.8% 0.0% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 1.3% 0.0% --- 0.5% 0.0%2 1 1 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 1 0

0.4% 0.5% 0.7% 0.9% 0.0% 0.0% 0.0% 0.0% 1.4% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 0.0% 2.9% --- 0.5% 0.0%3 2 1 1 2 0 0 0 1 1 0 2 2 0 0 1 1 0 0 1 1

0.8% 0.5% 0.7% 1.9% 0.0% 0.0% 0.0% 0.8% 1.4% 0.0% 0.9% 1.5% 0.0% 0.0% 0.7% 1.3% 0.0% --- 0.5% 1.3%4 3 3 2 2 1 2 1 2 0 0 3 2 1 0 0 1 2 0 1 2

1.1% 1.4% 1.4% 1.9% 1.5% 1.7% 2.0% 1.5% 0.0% 0.0% 1.3% 1.5% 1.4% 0.0% 0.0% 1.3% 5.7% --- 0.5% 2.6%5 7 5 5 7 4 2 0 6 1 1 6 5 2 0 3 2 2 0 7 0

2.7% 2.3% 3.6% 6.6% 6.1% 1.7% 0.0% 4.5% 1.4% 3.4% 2.7% 3.8% 2.8% 0.0% 2.0% 2.7% 5.7% --- 3.8% 0.0%6 12 12 7 7 3 7 1 9 2 0 11 8 2 2 8 3 1 0 7 5

4.6% 5.4% 5.0% 6.6% 4.5% 6.0% 2.0% 6.8% 2.7% 0.0% 4.9% 6.1% 2.8% 4.0% 5.3% 4.0% 2.9% --- 3.8% 6.6%7 18 16 9 5 7 7 4 10 3 1 16 7 6 3 8 6 4 0 12 6

6.9% 7.2% 6.4% 4.7% 10.6% 6.0% 7.8% 7.6% 4.1% 3.4% 7.1% 5.3% 8.5% 6.0% 5.3% 8.0% 11.4% --- 6.5% 7.9%8 48 38 28 21 11 24 12 19 16 7 40 21 12 13 30 12 6 0 36 12

18.4% 17.1% 20.0% 19.8% 16.7% 20.5% 23.5% 14.4% 21.9% 24.1% 17.8% 15.9% 16.9% 26.0% 20.0% 16.0% 17.1% --- 19.5% 15.8%9 42 37 17 9 5 19 4 22 14 3 38 27 11 3 28 10 4 0 32 10

16.1% 16.7% 12.1% 8.5% 7.6% 16.2% 7.8% 16.7% 19.2% 10.3% 16.9% 20.5% 15.5% 6.0% 18.7% 13.3% 11.4% --- 17.3% 13.2%126 107 68 51 35 55 29 62 34 17 106 57 37 29 72 39 14 0 87 39

48.3% 48.2% 48.6% 48.1% 53.0% 47.0% 56.9% 47.0% 46.6% 58.6% 47.1% 43.2% 52.1% 58.0% 48.0% 52.0% 40.0% --- 47.0% 51.3%NA - Not Applicable

5 or

mor

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Oth

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Exce

llent

or V

ery

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d

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Fair

or P

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1 to

4

6 to

13

14 to

18

His

pani

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Not

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-12



Question 14

(Q60) (Q63) (Q66) (Q69) (Q72)


99.2% 99.1% 99.3% 99.1% 98.5% 99.2% 100.0% 98.5% 100.0% 100.0% 99.1% 99.2% 98.6% 100.0% 98.7% 100.0% 100.0% --- 98.9% 100.0%0 to 4 8 7 6 6 1 3 1 4 3 0 8 7 1 0 1 3 4 0 4 4

3.1% 3.2% 4.3% 5.7% 1.5% 2.6% 2.0% 3.0% 4.1% 0.0% 3.6% 5.3% 1.4% 0.0% 0.7% 4.0% 11.4% --- 2.2% 5.3%5 7 5 5 7 4 2 0 6 1 1 6 5 2 0 3 2 2 0 7 0

2.7% 2.3% 3.6% 6.6% 6.1% 1.7% 0.0% 4.5% 1.4% 3.4% 2.7% 3.8% 2.8% 0.0% 2.0% 2.7% 5.7% --- 3.8% 0.0%6 or 7 30 28 16 12 10 14 5 19 5 1 27 15 8 5 16 9 5 0 19 11

11.5% 12.6% 11.4% 11.3% 15.2% 12.0% 9.8% 14.4% 6.8% 3.4% 12.0% 11.4% 11.3% 10.0% 10.7% 12.0% 14.3% --- 10.3% 14.5%8 to 10 216 182 113 81 51 98 45 103 64 27 184 105 60 45 130 61 24 0 155 61

82.8% 82.0% 80.7% 76.4% 77.3% 83.8% 88.2% 78.0% 87.7% 93.1% 81.8% 79.5% 84.5% 90.0% 86.7% 81.3% 68.6% --- 83.8% 80.3%Significantly different from column:* Q O

27 24 18 20 8 12 2 19 6 1 25 20 5 2 12 8 7 0 18 910.3% 10.8% 12.9% 18.9% 12.1% 10.3% 3.9% 14.4% 8.2% 3.4% 11.1% 15.2% 7.0% 4.0% 8.0% 10.7% 20.0% --- 9.7% 11.8%

66 54 37 26 18 31 16 29 19 8 56 28 18 16 38 18 10 0 48 1825.3% 24.3% 26.4% 24.5% 27.3% 26.5% 31.4% 22.0% 26.0% 27.6% 24.9% 21.2% 25.4% 32.0% 25.3% 24.0% 28.6% --- 25.9% 23.7%

168 144 85 60 40 74 33 84 48 20 144 84 48 32 100 49 18 0 119 4964.4% 64.9% 60.7% 56.6% 60.6% 63.2% 64.7% 63.6% 65.8% 69.0% 64.0% 63.6% 67.6% 64.0% 66.7% 65.3% 51.4% --- 64.3% 64.5%


NCQA Composite Score of 3 (9 to 10)


5 or

mor

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NCQA Composite Score of 1 (0 to 6)NCQA Composite Score of 2 (7 to 8)

Oth

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Exce

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1 to

4

6 to

13

14 to

18

His

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016

Type of Chronic Condition Child's Age Child's Hispanic Status Child's Race

Chronic-13



Question 15

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 98.7% 99.3% 99.1% 98.5% 98.3% 100.0% 97.8% 100.0% 100.0% 98.7% 98.5% 98.6% 100.0% 98.0% 100.0% 100.0% --- 98.4% 100.0%Never 1 1 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 1 0

0.4% 0.5% 0.7% 0.9% 0.0% 0.0% 0.0% 0.0% 1.4% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 0.0% 2.9% --- 0.5% 0.0%Sometimes 23 20 15 16 7 13 2 12 7 0 21 14 3 5 9 6 8 0 12 11

8.8% 9.0% 10.7% 15.1% 10.6% 11.2% 3.9% 9.2% 9.6% 0.0% 9.4% 10.7% 4.2% 10.0% 6.0% 8.0% 22.9% --- 6.5% 14.5%Usually 60 50 32 22 17 22 15 25 18 6 53 31 18 9 33 22 5 0 42 18

23.1% 22.6% 22.9% 20.8% 25.8% 19.0% 29.4% 19.1% 24.7% 20.7% 23.7% 23.7% 25.4% 18.0% 22.1% 29.3% 14.3% --- 22.8% 23.7%Always 176 150 92 67 42 81 34 94 47 23 149 85 50 36 107 47 21 0 129 47

67.7% 67.9% 65.7% 63.2% 63.6% 69.8% 66.7% 71.8% 64.4% 79.3% 66.5% 64.9% 70.4% 72.0% 71.8% 62.7% 60.0% --- 70.1% 61.8%Significantly different from column:*Usually or Always 236 200 124 89 59 103 49 119 65 29 202 116 68 45 140 69 26 0 171 65


5 or

mor

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Oth

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Exce

llent

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Goo

d

Goo

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Fair

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Non

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1 to

4

6 to

13

14 to

18

His

pani

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Not

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Take

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0 to

5

Child's Hispanic Status Child's Race Child's Health Status Child's Doctor Visits in

Last 6 Months

(Q74) (Q76) (Q77) (Q58) (Q7)

2016

Type of Chronic Condition Child's Age

Chronic-14



Question 16

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.8% 98.2% 98.4% 96.3% 97.1% 100.0% 98.0% 98.9% 100.0% 98.5% 99.3% 96.7% 100.0% 98.8% 98.9% 97.8% 96.9% 98.9% 98.7%Yes 254 216 138 104 62 115 30 141 77 26 221 125 76 46 145 74 34 22 164 58

84.1% 85.4% 86.3% 85.2% 80.5% 87.1% 50.0% 94.6% 89.5% 81.3% 84.4% 83.9% 87.4% 80.7% 84.8% 86.0% 77.3% 71.0% 88.6% 77.3%No 48 37 22 18 15 17 30 8 9 6 41 24 11 11 26 12 10 9 21 17

15.9% 14.6% 13.8% 14.8% 19.5% 12.9% 50.0% 5.4% 10.5% 18.8% 15.6% 16.1% 12.6% 19.3% 15.2% 14.0% 22.7% 29.0% 11.4% 22.7%Significantly different from column:* HI G G T S

5 or

mor

e

Is your child now enrolled in any kind of school or daycare?



Oth

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Exce

llent

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Goo

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Goo

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Non

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1 to

4

6 to

13

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18

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-15



Question 17

(Q60) (Q63) (Q66) (Q69) (Q72)


98.0% 98.1% 97.8% 97.1% 93.5% 96.5% 96.7% 97.2% 100.0% 100.0% 97.7% 97.6% 98.7% 97.8% 97.2% 98.6% 100.0% 100.0% 98.2% 98.3%Yes 58 46 44 31 15 28 6 35 16 7 50 28 16 13 26 15 17 4 30 20

23.3% 21.7% 32.6% 30.7% 25.9% 25.2% 20.7% 25.5% 20.8% 26.9% 23.1% 23.0% 21.3% 28.9% 18.4% 20.5% 50.0% 18.2% 18.6% 35.1%No 191 166 91 70 43 83 23 102 61 19 166 94 59 32 115 58 17 18 131 37

76.7% 78.3% 67.4% 69.3% 74.1% 74.8% 79.3% 74.5% 79.2% 73.1% 76.9% 77.0% 78.7% 71.1% 81.6% 79.5% 50.0% 81.8% 81.4% 64.9%Significantly different from column:* C B Q Q OP T S

5 or

mor

e

In the last 6 months, did you need your child’s doctors or other health providers to contact a school or daycare center about your child’s health or health care?

Base: All respondents whose child is enrolled in school or daycare (Q16)


Oth

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Exce

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1 to

4

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-16



Question 18

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 54 42 42 29 15 26 6 31 16 7 46 27 15 11 25 13 16 3 28 19

93.1% 91.3% 95.5% 93.5% 100.0% 92.9% 100.0% 88.6% 100.0% 100.0% 92.0% 96.4% 93.8% 84.6% 96.2% 86.7% 94.1% 75.0% 93.3% 95.0%No 4 4 2 2 0 2 0 4 0 0 4 1 1 2 1 2 1 1 2 1


5 or

mor

e


Base: All respondents whose child is enrolled in school or daycare and needed their child's doctor/health provider to contact school/daycare center about their child's health (Q16 & Q17)


Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

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Lim

ited/

Prev

ente

d fro

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Get

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eatm

ent o

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elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-17



Question 19

(Q60) (Q63) (Q66) (Q69) (Q72)


99.0% 98.8% 98.2% 99.2% 97.5% 98.5% 100.0% 98.7% 100.0% 96.9% 99.2% 99.3% 98.9% 100.0% 99.4% 97.7% 100.0% 100.0% 98.4% 100.0%Yes 32 31 23 19 11 10 11 12 8 4 27 6 18 7 10 8 14 2 18 11

10.6% 12.3% 14.4% 15.4% 14.1% 7.5% 18.3% 8.0% 9.2% 12.9% 10.2% 4.0% 20.2% 12.3% 5.8% 9.4% 31.1% 6.3% 9.8% 14.5%No 271 222 137 104 67 124 49 138 79 27 237 143 71 50 162 77 31 30 166 65

89.4% 87.7% 85.6% 84.6% 85.9% 92.5% 81.7% 92.0% 90.8% 87.1% 89.8% 96.0% 79.8% 87.7% 94.2% 90.6% 68.9% 93.8% 90.2% 85.5%Significantly different from column:* F D H G M L Q P

5 or

mor

e

In the last 6 months, did you get or try to get any special medical equipment or devices for your child?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

al

Lim

ited/

Prev

ente

d fro

m D

oing

Usu

al

Thin

gs

Get

s Sp

ecia

l Th

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Get

s Tr

eatm

ent o

r C

ouns

elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-18



Question 20

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 4 4 4 2 1 2 0 1 3 0 4 2 1 1 0 0 4 1 1 2

12.5% 12.9% 17.4% 10.5% 9.1% 20.0% 0.0% 8.3% 37.5% 0.0% 14.8% 33.3% 5.6% 14.3% 0.0% 0.0% 28.6% 50.0% 5.6% 18.2%Sometimes 2 2 2 2 2 2 1 1 0 0 2 0 1 1 1 0 1 0 1 1

6.3% 6.5% 8.7% 10.5% 18.2% 20.0% 9.1% 8.3% 0.0% 0.0% 7.4% 0.0% 5.6% 14.3% 10.0% 0.0% 7.1% 0.0% 5.6% 9.1%Usually 4 4 2 2 2 1 2 2 0 1 3 0 3 1 2 2 0 0 2 2

12.5% 12.9% 8.7% 10.5% 18.2% 10.0% 18.2% 16.7% 0.0% 25.0% 11.1% 0.0% 16.7% 14.3% 20.0% 25.0% 0.0% 0.0% 11.1% 18.2%Always 22 21 15 13 6 5 8 8 5 3 18 4 13 4 7 6 9 1 14 6



5 or

mor

e




Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

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Lim

ited/

Prev

ente

d fro

m D

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Usu

al

Thin

gs

Get

s Sp

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Get

s Tr

eatm

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ouns

elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-19



Question 21

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 26 25 19 17 10 8 9 10 6 3 22 5 15 5 9 6 11 2 15 8

81.3% 80.6% 82.6% 89.5% 90.9% 80.0% 81.8% 83.3% 75.0% 75.0% 81.5% 83.3% 83.3% 71.4% 90.0% 75.0% 78.6% 100.0% 83.3% 72.7%No 6 6 4 2 1 2 2 2 2 1 5 1 3 2 1 2 3 0 3 3


5 or

mor

e

Did anyone from your child’s health plan, doctor’s office, or clinic help you get special medical equipment or devices for your child?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

al

Lim

ited/

Prev

ente

d fro

m D

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Usu

al

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gs

Get

s Sp

ecia

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s Tr

eatm

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elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-20



Question 22

(Q60) (Q63) (Q66) (Q69) (Q72)


98.0% 97.7% 98.2% 98.4% 97.5% 98.5% 100.0% 96.7% 100.0% 96.9% 98.1% 98.7% 96.7% 100.0% 97.7% 97.7% 100.0% 100.0% 98.4% 96.1%Yes 66 41 54 44 52 42 23 32 10 6 58 28 20 16 26 21 19 4 31 26

22.0% 16.4% 33.8% 36.1% 66.7% 31.3% 38.3% 21.8% 11.5% 19.4% 22.2% 18.9% 23.0% 28.1% 15.4% 24.7% 42.2% 12.5% 16.8% 35.6%No 234 209 106 78 26 92 37 115 77 25 203 120 67 41 143 64 26 28 153 47

78.0% 83.6% 66.3% 63.9% 33.3% 68.7% 61.7% 78.2% 88.5% 80.6% 77.8% 81.1% 77.0% 71.9% 84.6% 75.3% 57.8% 87.5% 83.2% 64.4%Significantly different from column:* CDEF BE BE BCDF BE HI GI GH Q Q OP T T RS

5 or

mor

e

In the last 6 months, did you get or try to get special therapy such as physical, occupational, or speech therapy for your child?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

al

Lim

ited/

Prev

ente

d fro

m D

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Usu

al

Thin

gs

Get

s Sp

ecia

l Th

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Get

s Tr

eatm

ent o

r C

ouns

elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-21



Question 23

(Q60) (Q63) (Q66) (Q69) (Q72)


98.5% 97.6% 98.1% 97.7% 100.0% 97.6% 100.0% 96.9% 100.0% 100.0% 98.3% 96.4% 100.0% 100.0% 100.0% 95.2% 100.0% 100.0% 100.0% 96.2%Never 12 9 11 9 7 7 3 7 2 0 11 4 7 1 3 6 3 0 7 5

18.5% 22.5% 20.8% 20.9% 13.5% 17.1% 13.0% 22.6% 20.0% 0.0% 19.3% 14.8% 35.0% 6.3% 11.5% 30.0% 15.8% 0.0% 22.6% 20.0%Sometimes 3 2 2 2 3 2 2 0 1 1 2 1 0 2 1 2 0 0 1 2

4.6% 5.0% 3.8% 4.7% 5.8% 4.9% 8.7% 0.0% 10.0% 16.7% 3.5% 3.7% 0.0% 12.5% 3.8% 10.0% 0.0% 0.0% 3.2% 8.0%Usually 13 8 9 7 10 10 4 6 3 1 12 6 5 2 5 5 3 1 5 7

20.0% 20.0% 17.0% 16.3% 19.2% 24.4% 17.4% 19.4% 30.0% 16.7% 21.1% 22.2% 25.0% 12.5% 19.2% 25.0% 15.8% 25.0% 16.1% 28.0%Always 37 21 31 25 32 22 14 18 4 4 32 16 8 11 17 7 13 3 18 11

56.9% 52.5% 58.5% 58.1% 61.5% 53.7% 60.9% 58.1% 40.0% 66.7% 56.1% 59.3% 40.0% 68.8% 65.4% 35.0% 68.4% 75.0% 58.1% 44.0%Significantly different from column:* P OQ PUsually or Always 50 29 40 32 42 32 18 24 7 5 44 22 13 13 22 12 16 4 23 18


5 or

mor

e




Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

al

Lim

ited/

Prev

ente

d fro

m D

oing

Usu

al

Thin

gs

Get

s Sp

ecia

l Th

erap

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Get

s Tr

eatm

ent o

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ouns

elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-22



Question 24

(Q60) (Q63) (Q66) (Q69) (Q72)


97.0% 95.1% 96.3% 97.7% 98.1% 95.2% 100.0% 96.9% 90.0% 100.0% 96.6% 96.4% 95.0% 100.0% 100.0% 95.2% 94.7% 100.0% 96.8% 96.2%Yes 48 29 38 32 41 30 21 18 8 5 41 19 13 14 18 15 15 3 20 21

75.0% 74.4% 73.1% 74.4% 80.4% 75.0% 91.3% 58.1% 88.9% 83.3% 73.2% 70.4% 68.4% 87.5% 69.2% 75.0% 83.3% 75.0% 66.7% 84.0%No 16 10 14 11 10 10 2 13 1 1 15 8 6 2 8 5 3 1 10 4

25.0% 25.6% 26.9% 25.6% 19.6% 25.0% 8.7% 41.9% 11.1% 16.7% 26.8% 29.6% 31.6% 12.5% 30.8% 25.0% 16.7% 25.0% 33.3% 16.0%Significantly different from column:* H G

5 or

mor

e

Did anyone from your child’s health plan, doctor’s office, or clinic help you get this therapy for your child?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

al

Lim

ited/

Prev

ente

d fro

m D

oing

Usu

al

Thin

gs

Get

s Sp

ecia

l Th

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Get

s Tr

eatm

ent o

r C

ouns

elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-23



Question 25

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.4% 98.2% 99.2% 96.3% 97.8% 98.3% 98.7% 100.0% 96.9% 98.9% 99.3% 97.8% 100.0% 99.4% 97.7% 97.8% 100.0% 98.4% 98.7%Yes 117 91 84 55 39 99 11 64 41 10 105 65 31 21 65 30 22 12 63 36

38.7% 36.1% 52.5% 44.7% 50.6% 74.4% 18.6% 42.7% 47.1% 32.3% 39.9% 43.6% 35.2% 36.8% 37.8% 35.3% 50.0% 37.5% 34.2% 48.0%No 185 161 76 68 38 34 48 86 46 21 158 84 57 36 107 55 22 20 121 39

61.3% 63.9% 47.5% 55.3% 49.4% 25.6% 81.4% 57.3% 52.9% 67.7% 60.1% 56.4% 64.8% 63.2% 62.2% 64.7% 50.0% 62.5% 65.8% 52.0%Significantly different from column:* CEF BF F BF BCDE HI G G T S

5 or

mor

e

In the last 6 months, did you get or try to get treatment or counseling for your child for an emotional, developmental, or behavioral problem?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

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Lim

ited/

Prev

ente

d fro

m D

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Usu

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Thin

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Get

s Sp

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Get

s Tr

eatm

ent o

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elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-24



Question 26

(Q60) (Q63) (Q66) (Q69) (Q72)


98.3% 98.9% 100.0% 100.0% 97.4% 98.0% 100.0% 98.4% 97.6% 100.0% 98.1% 98.5% 96.8% 100.0% 96.9% 100.0% 100.0% 100.0% 98.4% 97.2%Never 13 10 9 6 6 11 1 7 5 1 12 8 3 2 6 6 1 4 7 1

11.3% 11.1% 10.7% 10.9% 15.8% 11.3% 9.1% 11.1% 12.5% 10.0% 11.7% 12.5% 10.0% 9.5% 9.5% 20.0% 4.5% 33.3% 11.3% 2.9%Sometimes 15 11 10 6 5 14 1 8 6 1 13 5 5 5 6 3 6 2 6 6

13.0% 12.2% 11.9% 10.9% 13.2% 14.4% 9.1% 12.7% 15.0% 10.0% 12.6% 7.8% 16.7% 23.8% 9.5% 10.0% 27.3% 16.7% 9.7% 17.1%Usually 17 16 13 11 4 15 0 9 8 1 15 8 6 3 4 8 5 2 10 5

14.8% 17.8% 15.5% 20.0% 10.5% 15.5% 0.0% 14.3% 20.0% 10.0% 14.6% 12.5% 20.0% 14.3% 6.3% 26.7% 22.7% 16.7% 16.1% 14.3%Always 70 53 52 32 23 57 9 39 21 7 63 43 16 11 47 13 10 4 39 23

60.9% 58.9% 61.9% 58.2% 60.5% 58.8% 81.8% 61.9% 52.5% 70.0% 61.2% 67.2% 53.3% 52.4% 74.6% 43.3% 45.5% 33.3% 62.9% 65.7%Significantly different from column:* PQ O OUsually or Always 87 69 65 43 27 72 9 48 29 8 78 51 22 14 51 21 15 6 49 28


5 or

mor

e




Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

s Pr

escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

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Lim

ited/

Prev

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m D

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Usu

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Get

s Tr

eatm

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elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-25



Question 27

(Q60) (Q63) (Q66) (Q69) (Q72)


97.4% 97.8% 97.6% 96.4% 100.0% 98.0% 100.0% 96.9% 97.6% 100.0% 97.1% 98.5% 93.5% 100.0% 96.9% 96.7% 100.0% 100.0% 100.0% 91.7%Yes 74 56 53 37 29 59 9 42 22 6 66 45 14 15 46 17 11 5 41 23

64.9% 62.9% 64.6% 69.8% 74.4% 60.8% 81.8% 67.7% 55.0% 60.0% 64.7% 70.3% 48.3% 71.4% 73.0% 58.6% 50.0% 41.7% 65.1% 69.7%No 40 33 29 16 10 38 2 20 18 4 36 19 15 6 17 12 11 7 22 10

35.1% 37.1% 35.4% 30.2% 25.6% 39.2% 18.2% 32.3% 45.0% 40.0% 35.3% 29.7% 51.7% 28.6% 27.0% 41.4% 50.0% 58.3% 34.9% 30.3%Significantly different from column:* M L Q O

5 or

mor

e

Did anyone from your child’s health plan, doctor’s office, or clinic help you get this treatment or counseling for your child?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

ican

Take

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escr

iptio

n M

edic

ine

Mor

e M

edic

al C

are

Than

Usu

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Lim

ited/

Prev

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m D

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eatm

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elin

g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-26



Question 28

(Q60) (Q63) (Q66) (Q69) (Q72)


97.4% 97.3% 96.9% 98.4% 96.3% 96.3% 98.3% 97.4% 97.7% 93.8% 97.7% 97.3% 96.7% 100.0% 98.3% 95.4% 97.8% 96.9% 98.9% 94.7%Yes 140 117 91 64 44 76 33 63 42 13 125 81 34 21 76 32 32 8 75 51

47.0% 47.0% 57.6% 52.5% 57.1% 58.0% 55.9% 42.6% 49.4% 43.3% 48.1% 55.5% 39.1% 36.8% 44.7% 38.6% 72.7% 25.8% 40.5% 70.8%No 158 132 67 58 33 55 26 85 43 17 135 65 53 36 94 51 12 23 110 21

53.0% 53.0% 42.4% 47.5% 42.9% 42.0% 44.1% 57.4% 50.6% 56.7% 51.9% 44.5% 60.9% 63.2% 55.3% 61.4% 27.3% 74.2% 59.5% 29.2%Significantly different from column:* CF B B MN L L Q Q OP T T RS

5 or

mor

e

In the last 6 months, did your child get care from more than one kind of health care provider or use more than one kind of health care service?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

c

Not

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pani

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Whi

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Take

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Mor

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elin

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-27



Question 29

(Q60) (Q63) (Q66) (Q69) (Q72)


97.9% 98.3% 97.8% 96.9% 97.7% 96.1% 100.0% 96.8% 97.6% 100.0% 97.6% 97.5% 97.1% 100.0% 98.7% 96.9% 96.9% 100.0% 100.0% 94.1%Yes 90 78 61 45 29 47 28 35 25 8 80 50 21 17 48 20 22 3 48 36

65.7% 67.8% 68.5% 72.6% 67.4% 64.4% 84.8% 57.4% 61.0% 61.5% 65.6% 63.3% 63.6% 81.0% 64.0% 64.5% 71.0% 37.5% 64.0% 75.0%No 47 37 28 17 14 26 5 26 16 5 42 29 12 4 27 11 9 5 27 12

34.3% 32.2% 31.5% 27.4% 32.6% 35.6% 15.2% 42.6% 39.0% 38.5% 34.4% 36.7% 36.4% 19.0% 36.0% 35.5% 29.0% 62.5% 36.0% 25.0%Significantly different from column:* HI G G

5 or

mor

e

In the last 6 months, did anyone from your child’s health plan, doctor’s office, or clinic help coordinate your child’s care among these different providers or services?

Base: All respondents whose child got care from more that one kind of health care provider or service (Q28)


Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

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Not

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pani

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Whi

te

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Take

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Mor

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-28



Question 30

(Q60) (Q63) (Q66) (Q69) (Q72)


99.7% 99.6% 99.4% 100.0% 98.8% 99.3% 100.0% 99.3% 100.0% 100.0% 99.6% 100.0% 98.9% 100.0% 99.4% 100.0% 100.0% 100.0% 99.5% 100.0%Yes 298 250 158 121 77 133 59 147 85 32 258 149 84 56 170 84 43 30 182 75

97.7% 98.0% 97.5% 97.6% 97.5% 98.5% 98.3% 97.4% 97.7% 100.0% 97.4% 99.3% 94.4% 98.2% 98.8% 96.6% 95.6% 93.8% 97.8% 98.7%No 7 5 4 3 2 2 1 4 2 0 7 1 5 1 2 3 2 2 4 1


5 or

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A personal doctor is the one your child would see if he or she needs a check-up, has a health problem, or gets sick or hurt. Does your child have a personal doctor?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-29



Question 31

(Q60) (Q63) (Q66) (Q69) (Q72)


96.3% 96.4% 97.5% 95.9% 96.1% 97.0% 98.3% 93.9% 98.8% 96.9% 96.1% 96.6% 94.0% 98.2% 98.2% 91.7% 97.7% 100.0% 97.8% 97.3%None 26 15 15 10 7 16 4 10 12 3 23 13 6 7 18 6 2 16 7 2

9.1% 6.2% 9.7% 8.6% 9.5% 12.4% 6.9% 7.2% 14.3% 9.7% 9.3% 9.0% 7.6% 12.7% 10.8% 7.8% 4.8% 53.3% 3.9% 2.7%1 time 51 44 26 22 13 22 10 22 17 6 41 24 14 11 35 8 8 7 39 5

17.8% 18.3% 16.9% 19.0% 17.6% 17.1% 17.2% 15.9% 20.2% 19.4% 16.5% 16.7% 17.7% 20.0% 21.0% 10.4% 19.0% 23.3% 21.9% 6.8%2 75 64 37 24 17 41 12 41 19 9 63 42 20 8 45 21 8 3 64 7

26.1% 26.6% 24.0% 20.7% 23.0% 31.8% 20.7% 29.7% 22.6% 29.0% 25.4% 29.2% 25.3% 14.5% 26.9% 27.3% 19.0% 10.0% 36.0% 9.6%3 46 41 22 22 8 11 8 26 11 5 41 23 14 9 20 19 7 1 36 6

16.0% 17.0% 14.3% 19.0% 10.8% 8.5% 13.8% 18.8% 13.1% 16.1% 16.5% 16.0% 17.7% 16.4% 12.0% 24.7% 16.7% 3.3% 20.2% 8.2%4 31 26 19 13 10 15 6 16 9 2 29 18 9 4 20 7 4 1 21 8

10.8% 10.8% 12.3% 11.2% 13.5% 11.6% 10.3% 11.6% 10.7% 6.5% 11.7% 12.5% 11.4% 7.3% 12.0% 9.1% 9.5% 3.3% 11.8% 11.0%5 to 9 36 31 22 12 10 17 11 17 8 4 32 17 11 7 19 12 5 0 6 30

12.5% 12.9% 14.3% 10.3% 13.5% 13.2% 19.0% 12.3% 9.5% 12.9% 12.9% 11.8% 13.9% 12.7% 11.4% 15.6% 11.9% 0.0% 3.4% 41.1%10 or more times 22 20 13 13 9 7 7 6 8 2 19 7 5 9 10 4 8 2 5 15

7.7% 8.3% 8.4% 11.2% 12.2% 5.4% 12.1% 4.3% 9.5% 6.5% 7.7% 4.9% 6.3% 16.4% 6.0% 5.2% 19.0% 6.7% 2.8% 20.5%2 or more times 210 182 113 84 54 91 44 106 55 22 184 107 59 37 114 63 32 7 132 66

73.2% 75.5% 73.4% 72.4% 73.0% 70.5% 75.9% 76.8% 65.5% 71.0% 74.2% 74.3% 74.7% 67.3% 68.3% 81.8% 76.2% 23.3% 74.2% 90.4%Significantly different from column:* P O ST RT RS

5 or

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In the last 6 months, how many times did your child visit his or her personal doctor for care?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-30



Question 32

(Q60) (Q63) (Q66) (Q69) (Q72)


99.6% 99.6% 99.3% 100.0% 98.5% 99.1% 100.0% 100.0% 100.0% 96.4% 100.0% 100.0% 100.0% 100.0% 100.0% 98.6% 100.0% 100.0% 99.4% 100.0%Never 3 3 2 2 0 2 1 1 1 0 3 3 0 0 1 0 2 0 0 3

1.2% 1.3% 1.4% 1.9% 0.0% 1.8% 1.9% 0.8% 1.4% 0.0% 1.3% 2.3% 0.0% 0.0% 0.7% 0.0% 5.0% 0.0% 0.0% 4.2%Sometimes 9 8 6 6 4 5 1 5 3 0 9 4 2 3 4 3 2 2 4 3

3.5% 3.6% 4.3% 5.7% 6.1% 4.5% 1.9% 3.9% 4.2% 0.0% 4.0% 3.1% 2.7% 6.3% 2.7% 4.3% 5.0% 14.3% 2.4% 4.2%Usually 25 22 13 14 10 11 6 12 6 4 20 10 9 3 11 11 3 2 17 5

9.6% 9.8% 9.4% 13.2% 15.2% 9.8% 11.1% 9.4% 8.3% 14.8% 8.9% 7.6% 12.3% 6.3% 7.4% 15.7% 7.5% 14.3% 10.0% 7.0%Always 223 192 117 84 52 94 46 110 62 23 193 114 62 42 133 56 33 10 149 60



5 or

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In the last 6 months, how often did your child’s personal doctor explain things about your child's health in a way that was easy to understand?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-31



Question 33

(Q60) (Q63) (Q66) (Q69) (Q72)


99.6% 100.0% 99.3% 100.0% 98.5% 99.1% 100.0% 100.0% 98.6% 100.0% 99.6% 100.0% 100.0% 97.9% 99.3% 100.0% 100.0% 92.9% 100.0% 100.0%Never 1 1 1 1 0 1 0 0 1 0 1 1 0 0 0 0 1 0 0 1

0.4% 0.4% 0.7% 0.9% 0.0% 0.9% 0.0% 0.0% 1.4% 0.0% 0.4% 0.8% 0.0% 0.0% 0.0% 0.0% 2.5% 0.0% 0.0% 1.4%Sometimes 12 11 10 9 7 8 2 7 3 1 10 5 4 3 7 2 3 1 6 5

4.6% 4.9% 7.2% 8.5% 10.6% 7.1% 3.7% 5.5% 4.2% 3.6% 4.5% 3.8% 5.5% 6.4% 4.7% 2.8% 7.5% 7.7% 3.5% 7.0%Usually 20 20 10 7 4 9 4 9 7 1 18 10 6 3 9 10 1 2 11 7

7.7% 8.8% 7.2% 6.6% 6.1% 8.0% 7.4% 7.0% 9.9% 3.6% 8.0% 7.6% 8.2% 6.4% 6.1% 14.1% 2.5% 15.4% 6.4% 9.9%Always 227 194 117 89 55 94 48 112 60 26 195 115 63 41 132 59 35 10 154 58



5 or

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-32



Question 34

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 2 2 1 2 0 1 0 1 1 0 2 2 0 0 1 0 1 0 1 1

0.8% 0.9% 0.7% 1.9% 0.0% 0.9% 0.0% 0.8% 1.4% 0.0% 0.9% 1.5% 0.0% 0.0% 0.7% 0.0% 2.5% 0.0% 0.6% 1.4%Sometimes 8 7 7 7 4 6 0 6 2 1 6 4 3 1 4 3 1 1 5 2

3.1% 3.1% 5.0% 6.6% 6.0% 5.3% 0.0% 4.7% 2.8% 3.6% 2.7% 3.1% 4.1% 2.1% 2.7% 4.2% 2.5% 7.1% 2.9% 2.8%Usually 24 22 10 7 8 10 6 9 6 2 21 9 6 6 10 10 4 2 15 7

9.2% 9.7% 7.2% 6.6% 11.9% 8.8% 11.1% 7.0% 8.3% 7.1% 9.3% 6.9% 8.2% 12.5% 6.7% 14.1% 10.0% 14.3% 8.8% 9.9%Always 227 195 121 90 55 96 48 112 63 25 196 116 64 41 134 58 34 11 150 61



5 or

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-33



Question 35

(Q60) (Q63) (Q66) (Q69) (Q72)


99.2% 99.1% 98.6% 98.1% 98.5% 99.1% 100.0% 99.2% 98.6% 100.0% 99.1% 99.2% 98.6% 100.0% 99.3% 98.6% 100.0% 100.0% 98.8% 100.0%Yes 178 160 89 59 28 76 10 97 67 17 156 93 47 33 107 45 25 10 119 46

68.7% 71.4% 65.0% 56.7% 42.4% 67.9% 18.5% 76.4% 94.4% 60.7% 70.0% 71.5% 65.3% 68.8% 72.3% 64.3% 62.5% 71.4% 70.4% 64.8%No 81 64 48 45 38 36 44 30 4 11 67 37 25 15 41 25 15 4 50 25

31.3% 28.6% 35.0% 43.3% 57.6% 32.1% 81.5% 23.6% 5.6% 39.3% 30.0% 28.5% 34.7% 31.3% 27.7% 35.7% 37.5% 28.6% 29.6% 35.2%Significantly different from column:* DE E B BCF E HI GI GH

5 or

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Is your child able to talk with doctors about his or her health care?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-34



Question 36

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 98.8% 98.9% 98.3% 96.4% 100.0% 100.0% 97.9% 100.0% 100.0% 98.7% 98.9% 100.0% 97.0% 99.1% 97.8% 100.0% 100.0% 99.2% 97.8%Never 2 2 1 2 0 1 0 1 1 0 2 2 0 0 1 0 1 0 1 1

1.1% 1.3% 1.1% 3.4% 0.0% 1.3% 0.0% 1.1% 1.5% 0.0% 1.3% 2.2% 0.0% 0.0% 0.9% 0.0% 4.0% 0.0% 0.8% 2.2%Sometimes 9 9 9 6 2 7 1 5 3 0 8 3 5 1 4 4 1 1 3 5

5.1% 5.7% 10.2% 10.3% 7.4% 9.2% 10.0% 5.3% 4.5% 0.0% 5.2% 3.3% 10.6% 3.1% 3.8% 9.1% 4.0% 10.0% 2.5% 11.1%Usually 26 23 13 10 6 12 4 13 9 3 22 12 8 5 13 7 6 1 18 7

14.8% 14.6% 14.8% 17.2% 22.2% 15.8% 40.0% 13.7% 13.4% 17.6% 14.3% 13.0% 17.0% 15.6% 12.3% 15.9% 24.0% 10.0% 15.3% 15.6%Always 139 124 65 40 19 56 5 76 54 14 122 75 34 26 88 33 17 8 96 32



5 or

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e

In the last 6 months, how often did your child’s personal doctor explain things in a way that was easy for your child to understand?

Base: All respondents whose child has a personal doctor, visited their personal doctor to get care, and is able to talk with his/her doctors (Q30, Q31, & Q35)


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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-35



Question 37

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 8 7 7 7 4 5 1 4 2 1 7 3 3 1 3 2 3 1 4 3

3.1% 3.1% 5.0% 6.6% 6.0% 4.4% 1.9% 3.1% 2.8% 3.6% 3.1% 2.3% 4.1% 2.1% 2.0% 2.8% 7.5% 7.1% 2.3% 4.2%Sometimes 10 7 5 7 1 4 3 4 3 2 8 5 2 2 5 5 0 0 8 2

3.8% 3.1% 3.6% 6.6% 1.5% 3.5% 5.6% 3.1% 4.2% 7.1% 3.6% 3.8% 2.7% 4.2% 3.4% 7.0% 0.0% 0.0% 4.7% 2.8%Usually 38 32 19 15 10 19 9 19 10 1 34 14 15 8 19 13 6 2 22 13

14.6% 14.2% 13.7% 14.2% 14.9% 16.8% 16.7% 14.8% 13.9% 3.6% 15.1% 10.7% 20.5% 16.7% 12.8% 18.3% 15.0% 14.3% 12.9% 18.3%Always 205 180 108 77 52 85 41 101 57 24 176 109 53 37 122 51 31 11 137 53


93.1% 93.8% 91.4% 86.8% 92.5% 92.0% 92.6% 93.8% 93.1% 89.3% 93.3% 93.9% 93.2% 93.8% 94.6% 90.1% 92.5% 92.9% 93.0% 93.0%Significantly different from column:* D B

5 or

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-36



Question 38

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 235 205 127 92 60 99 49 118 62 27 201 117 65 45 135 62 37 13 151 66

90.0% 90.7% 91.4% 86.8% 89.6% 87.6% 90.7% 92.2% 86.1% 96.4% 89.3% 89.3% 89.0% 93.8% 90.6% 87.3% 92.5% 92.9% 88.3% 93.0%No 26 21 12 14 7 14 5 10 10 1 24 14 8 3 14 9 3 1 20 5


5 or

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-37



Question 39

(Q60) (Q63) (Q66) (Q69) (Q72)


99.6% 99.6% 99.3% 100.0% 98.5% 100.0% 100.0% 100.0% 98.6% 100.0% 99.6% 100.0% 98.6% 100.0% 100.0% 98.6% 100.0% 100.0% 99.4% 100.0%Yes 144 122 91 72 45 70 35 68 39 16 126 76 39 24 71 43 30 5 81 56

55.4% 54.2% 65.9% 67.9% 68.2% 61.9% 64.8% 53.1% 54.9% 57.1% 56.3% 58.0% 54.2% 50.0% 47.7% 61.4% 75.0% 35.7% 47.6% 78.9%No 116 103 47 34 21 43 19 60 32 12 98 55 33 24 78 27 10 9 89 15

44.6% 45.8% 34.1% 32.1% 31.8% 38.1% 35.2% 46.9% 45.1% 42.9% 43.8% 42.0% 45.8% 50.0% 52.3% 38.6% 25.0% 64.3% 52.4% 21.1%Significantly different from column:* CDE B B B Q O T S

5 or

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In the last 6 months, did your child get care from a doctor or other health provider besides his or her personal doctor?



Oth

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-38



Question 40

(Q60) (Q63) (Q66) (Q69) (Q72)


97.9% 97.5% 97.8% 100.0% 95.6% 97.1% 100.0% 100.0% 94.9% 93.8% 98.4% 98.7% 100.0% 95.8% 98.6% 97.7% 96.7% 100.0% 98.8% 96.4%Never 9 7 6 5 3 5 0 6 3 0 9 6 3 0 5 3 1 1 7 1

6.4% 5.9% 6.7% 6.9% 7.0% 7.4% 0.0% 8.8% 8.1% 0.0% 7.3% 8.0% 7.7% 0.0% 7.1% 7.1% 3.4% 20.0% 8.8% 1.9%Sometimes 11 8 10 10 3 7 1 6 4 0 10 5 5 1 4 5 2 1 6 4

7.8% 6.7% 11.2% 13.9% 7.0% 10.3% 2.9% 8.8% 10.8% 0.0% 8.1% 6.7% 12.8% 4.3% 5.7% 11.9% 6.9% 20.0% 7.5% 7.4%Usually 29 24 14 11 8 16 8 13 8 4 25 13 10 5 13 8 8 0 17 12

20.6% 20.2% 15.7% 15.3% 18.6% 23.5% 22.9% 19.1% 21.6% 26.7% 20.2% 17.3% 25.6% 21.7% 18.6% 19.0% 27.6% 0.0% 21.3% 22.2%Always 92 80 59 46 29 40 26 43 22 11 80 51 21 17 48 26 18 3 50 37



5 or

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e

In the last 6 months, how often did your child’s personal doctor seem informed and up-to-date about the care your child got from these doctors or other health providers?

Base: All respondents whose child has a personal doctor, visited their personal doctor, and got care from a doctor/health care provider besides his/her personal doctor (Q30, Q31, & Q39)


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-39



Question 41

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.8% 98.1% 98.3% 97.4% 98.5% 100.0% 98.0% 98.8% 100.0% 98.4% 98.7% 97.6% 100.0% 99.4% 96.4% 100.0% 100.0% 98.4% 98.7%1 1 1 1 0 1 0 1 0 0 1 1 0 0 0 0 1 0 0 1

0.3% 0.4% 0.6% 0.8% 0.0% 0.8% 0.0% 0.7% 0.0% 0.0% 0.4% 0.7% 0.0% 0.0% 0.0% 0.0% 2.3% 0.0% 0.0% 1.4%1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%3 1 1 0 1 0 0 0 1 0 0 1 1 0 0 1 0 0 0 1 0

0.3% 0.4% 0.0% 0.8% 0.0% 0.0% 0.0% 0.7% 0.0% 0.0% 0.4% 0.7% 0.0% 0.0% 0.6% 0.0% 0.0% 0.0% 0.6% 0.0%4 1 1 1 1 0 1 0 0 1 0 1 1 0 0 0 0 1 0 0 1

0.3% 0.4% 0.6% 0.8% 0.0% 0.8% 0.0% 0.0% 1.2% 0.0% 0.4% 0.7% 0.0% 0.0% 0.0% 0.0% 2.3% 0.0% 0.0% 1.4%5 9 8 7 8 5 3 3 3 3 1 8 6 2 1 5 2 2 0 6 3

3.1% 3.2% 4.5% 6.7% 6.7% 2.3% 5.1% 2.1% 3.6% 3.1% 3.1% 4.1% 2.4% 1.8% 3.0% 2.5% 4.7% 0.0% 3.4% 4.1%6 4 2 2 1 1 1 2 1 1 0 4 2 2 0 2 1 1 1 3 0

1.4% 0.8% 1.3% 0.8% 1.3% 0.8% 3.4% 0.7% 1.2% 0.0% 1.6% 1.4% 2.4% 0.0% 1.2% 1.2% 2.3% 3.3% 1.7% 0.0%7 16 14 9 7 5 8 3 8 4 3 13 5 3 6 8 5 3 1 10 5

5.4% 5.7% 5.8% 5.9% 6.7% 6.1% 5.1% 5.6% 4.8% 9.4% 5.1% 3.4% 3.7% 10.7% 4.7% 6.2% 7.0% 3.3% 5.6% 6.8%8 30 20 13 12 9 14 11 10 7 6 22 12 10 7 21 6 3 7 20 2

10.2% 8.1% 8.4% 10.1% 12.0% 10.7% 18.6% 6.9% 8.3% 18.8% 8.7% 8.2% 12.2% 12.5% 12.4% 7.4% 7.0% 23.3% 11.2% 2.7%9 40 34 21 18 11 17 6 21 13 2 37 21 11 8 21 10 9 3 28 9

13.6% 13.8% 13.5% 15.1% 14.7% 13.0% 10.2% 14.6% 15.5% 6.3% 14.6% 14.3% 13.4% 14.3% 12.4% 12.3% 20.9% 10.0% 15.6% 12.2%192 166 101 70 44 86 34 99 55 20 167 98 54 34 111 57 23 18 111 53

65.3% 67.2% 65.2% 58.8% 58.7% 65.6% 57.6% 68.8% 65.5% 62.5% 65.7% 66.7% 65.9% 60.7% 65.7% 70.4% 53.5% 60.0% 62.0% 71.6%NA - Not Applicable

5 or

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-40



Question 41

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.8% 98.1% 98.3% 97.4% 98.5% 100.0% 98.0% 98.8% 100.0% 98.4% 98.7% 97.6% 100.0% 99.4% 96.4% 100.0% 100.0% 98.4% 98.7%0 to 4 3 3 2 3 0 2 0 2 1 0 3 3 0 0 1 0 2 0 1 2

1.0% 1.2% 1.3% 2.5% 0.0% 1.5% 0.0% 1.4% 1.2% 0.0% 1.2% 2.0% 0.0% 0.0% 0.6% 0.0% 4.7% 0.0% 0.6% 2.7%5 9 8 7 8 5 3 3 3 3 1 8 6 2 1 5 2 2 0 6 3

3.1% 3.2% 4.5% 6.7% 6.7% 2.3% 5.1% 2.1% 3.6% 3.1% 3.1% 4.1% 2.4% 1.8% 3.0% 2.5% 4.7% 0.0% 3.4% 4.1%6 or 7 20 16 11 8 6 9 5 9 5 3 17 7 5 6 10 6 4 2 13 5

6.8% 6.5% 7.1% 6.7% 8.0% 6.9% 8.5% 6.3% 6.0% 9.4% 6.7% 4.8% 6.1% 10.7% 5.9% 7.4% 9.3% 6.7% 7.3% 6.8%8 to 10 262 220 135 100 64 117 51 130 75 28 226 131 75 49 153 73 35 28 159 64


16 13 11 12 6 6 5 6 5 1 15 11 4 1 8 3 5 1 10 55.4% 5.3% 7.1% 10.1% 8.0% 4.6% 8.5% 4.2% 6.0% 3.1% 5.9% 7.5% 4.9% 1.8% 4.7% 3.7% 11.6% 3.3% 5.6% 6.8%

46 34 22 19 14 22 14 18 11 9 35 17 13 13 29 11 6 8 30 715.6% 13.8% 14.2% 16.0% 18.7% 16.8% 23.7% 12.5% 13.1% 28.1% 13.8% 11.6% 15.9% 23.2% 17.2% 13.6% 14.0% 26.7% 16.8% 9.5%

232 200 122 88 55 103 40 120 68 22 204 119 65 42 132 67 32 21 139 6278.9% 81.0% 78.7% 73.9% 73.3% 78.6% 67.8% 83.3% 81.0% 68.8% 80.3% 81.0% 79.3% 75.0% 78.1% 82.7% 74.4% 70.0% 77.7% 83.8%

Significantly different from column:* H G



5 or

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-41



Question 42

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 99.2% 98.1% 99.2% 97.4% 97.7% 98.3% 98.6% 98.8% 100.0% 98.4% 99.3% 96.4% 100.0% 98.8% 97.6% 100.0% 100.0% 97.8% 100.0%Yes 211 178 135 97 62 113 38 115 54 21 185 112 52 40 117 59 35 22 118 61

71.8% 71.8% 87.1% 80.8% 82.7% 86.9% 65.5% 79.3% 64.3% 65.6% 72.8% 75.7% 64.2% 71.4% 69.6% 72.0% 81.4% 73.3% 66.3% 81.3%No 83 70 20 23 13 17 20 30 30 11 69 36 29 16 51 23 8 8 60 14

28.2% 28.2% 12.9% 19.2% 17.3% 13.1% 34.5% 20.7% 35.7% 34.4% 27.2% 24.3% 35.8% 28.6% 30.4% 28.0% 18.6% 26.7% 33.7% 18.7%Significantly different from column:* CF B B H GI H T S

5 or

mor

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Does your child have any medical, behavioral, or other health conditions that have lasted for more than 3 months?



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Last 6 Months

(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-42



Question 43

(Q60) (Q63) (Q66) (Q69) (Q72)


97.2% 97.8% 95.6% 95.9% 95.2% 95.6% 97.4% 97.4% 96.3% 100.0% 96.8% 96.4% 98.1% 97.5% 98.3% 96.6% 94.3% 100.0% 97.5% 96.7%Yes 194 164 124 88 53 103 35 104 51 20 169 105 47 35 108 55 31 21 109 55

94.6% 94.3% 96.1% 94.6% 89.8% 95.4% 94.6% 92.9% 98.1% 95.2% 94.4% 97.2% 92.2% 89.7% 93.9% 96.5% 93.9% 95.5% 94.8% 93.2%No 11 10 5 5 6 5 2 8 1 1 10 3 4 4 7 2 2 1 6 4


5 or

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1 to

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-43



Question 44

(Q60) (Q63) (Q66) (Q69) (Q72)


96.7% 97.2% 96.3% 95.9% 91.9% 97.3% 94.7% 96.5% 98.1% 100.0% 96.2% 97.3% 96.2% 95.0% 96.6% 98.3% 94.3% 100.0% 97.5% 96.7%Yes 188 159 122 84 52 100 33 102 49 20 163 102 44 35 104 53 31 20 107 53

92.2% 91.9% 93.8% 90.3% 91.2% 90.9% 91.7% 91.9% 92.5% 95.2% 91.6% 93.6% 88.0% 92.1% 92.0% 91.4% 93.9% 90.9% 93.0% 89.8%No 16 14 8 9 5 10 3 9 4 1 15 7 6 3 9 5 2 2 8 6


5 or

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Oth

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1 to

4

6 to

13

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18

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-44



Question 45

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.8% 97.5% 98.4% 97.5% 98.5% 100.0% 98.0% 100.0% 96.9% 98.9% 98.7% 98.9% 98.2% 98.3% 100.0% 97.8% 96.9% 99.5% 98.7%Yes 140 118 85 69 40 67 37 62 40 15 123 75 40 22 70 41 29 9 76 52

46.4% 46.6% 53.5% 56.6% 51.3% 50.0% 61.7% 41.6% 46.0% 48.4% 46.8% 50.7% 44.9% 39.3% 41.2% 47.1% 65.9% 29.0% 40.9% 69.3%No 162 135 74 53 38 67 23 87 47 16 140 73 49 34 100 46 15 22 110 23

53.6% 53.4% 46.5% 43.4% 48.7% 50.0% 38.3% 58.4% 54.0% 51.6% 53.2% 49.3% 55.1% 60.7% 58.8% 52.9% 34.1% 71.0% 59.1% 30.7%Significantly different from column:* H G Q Q OP T T RS

5 or

mor

e

In the last 6 months, did you make any appointments for your child to see a specialist?



Oth

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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-45



Question 46

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 4 3 3 1 1 2 1 1 2 0 4 1 2 1 3 0 1 2 2 0

2.9% 2.5% 3.5% 1.4% 2.5% 3.0% 2.7% 1.6% 5.0% 0.0% 3.3% 1.3% 5.0% 4.5% 4.3% 0.0% 3.4% 22.2% 2.6% 0.0%Sometimes 17 15 11 6 6 9 6 9 2 1 16 9 4 4 11 4 2 1 7 9

12.1% 12.7% 12.9% 8.7% 15.0% 13.4% 16.2% 14.5% 5.0% 6.7% 13.0% 12.0% 10.0% 18.2% 15.7% 9.8% 6.9% 11.1% 9.2% 17.3%Usually 26 22 16 12 7 12 7 11 8 0 25 17 6 2 11 9 6 1 13 12

18.6% 18.6% 18.8% 17.4% 17.5% 17.9% 18.9% 17.7% 20.0% 0.0% 20.3% 22.7% 15.0% 9.1% 15.7% 22.0% 20.7% 11.1% 17.1% 23.1%Always 93 78 55 50 26 44 23 41 28 14 78 48 28 15 45 28 20 5 54 31

66.4% 66.1% 64.7% 72.5% 65.0% 65.7% 62.2% 66.1% 70.0% 93.3% 63.4% 64.0% 70.0% 68.2% 64.3% 68.3% 69.0% 55.6% 71.1% 59.6%Significantly different from column:* K JUsually or Always 119 100 71 62 33 56 30 52 36 14 103 65 34 17 56 37 26 6 67 43


5 or

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1 to

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-46



Question 47

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%None 6 4 2 2 1 3 2 4 0 0 6 2 3 1 3 2 1 1 3 2

4.3% 3.4% 2.4% 2.9% 2.5% 4.5% 5.4% 6.5% 0.0% 0.0% 4.9% 2.7% 7.5% 4.5% 4.3% 4.9% 3.4% 11.1% 3.9% 3.8%1 specialist 72 63 38 27 15 34 12 37 23 5 66 40 22 10 42 22 8 5 45 21

51.4% 53.4% 44.7% 39.1% 37.5% 50.7% 32.4% 59.7% 57.5% 33.3% 53.7% 53.3% 55.0% 45.5% 60.0% 53.7% 27.6% 55.6% 59.2% 40.4%2 41 32 28 26 13 16 16 14 11 7 34 25 9 6 20 9 12 3 21 16

29.3% 27.1% 32.9% 37.7% 32.5% 23.9% 43.2% 22.6% 27.5% 46.7% 27.6% 33.3% 22.5% 27.3% 28.6% 22.0% 41.4% 33.3% 27.6% 30.8%3 10 9 8 6 5 5 4 3 3 2 8 3 5 1 3 6 1 0 6 3

7.1% 7.6% 9.4% 8.7% 12.5% 7.5% 10.8% 4.8% 7.5% 13.3% 6.5% 4.0% 12.5% 4.5% 4.3% 14.6% 3.4% 0.0% 7.9% 5.8%4 3 2 2 3 1 2 1 1 1 0 3 2 0 1 1 1 1 0 1 2

2.1% 1.7% 2.4% 4.3% 2.5% 3.0% 2.7% 1.6% 2.5% 0.0% 2.4% 2.7% 0.0% 4.5% 1.4% 2.4% 3.4% 0.0% 1.3% 3.8%5 or more specialists 8 8 7 5 5 7 2 3 2 1 6 3 1 3 1 1 6 0 0 8

5.7% 6.8% 8.2% 7.2% 12.5% 10.4% 5.4% 4.8% 5.0% 6.7% 4.9% 4.0% 2.5% 13.6% 1.4% 2.4% 20.7% 0.0% 0.0% 15.4%3 or more specialists 21 19 17 14 11 14 7 7 6 3 17 8 6 5 5 8 8 0 7 13

15.0% 16.1% 20.0% 20.3% 27.5% 20.9% 18.9% 11.3% 15.0% 20.0% 13.8% 10.7% 15.0% 22.7% 7.1% 19.5% 27.6% 0.0% 9.2% 25.0%Significantly different from column:* T S

5 or

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How many specialists has your child seen in the last 6 months?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-47



Question 48

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%2 2 1 1 1 1 1 1 0 0 2 2 0 0 0 0 2 0 1 1

1.5% 1.8% 1.2% 1.5% 2.6% 1.6% 2.9% 1.7% 0.0% 0.0% 1.7% 2.7% 0.0% 0.0% 0.0% 0.0% 7.1% 0.0% 1.4% 2.0%1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%2 1 1 1 0 0 0 0 1 0 0 1 1 0 0 1 0 0 0 1 0

0.7% 0.9% 1.2% 0.0% 0.0% 0.0% 0.0% 1.7% 0.0% 0.0% 0.9% 1.4% 0.0% 0.0% 1.5% 0.0% 0.0% 0.0% 1.4% 0.0%3 1 1 1 0 1 0 1 0 0 0 1 0 0 0 0 1 0 0 0 1

0.7% 0.9% 1.2% 0.0% 2.6% 0.0% 2.9% 0.0% 0.0% 0.0% 0.9% 0.0% 0.0% 0.0% 0.0% 2.6% 0.0% 0.0% 0.0% 2.0%4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%5 4 4 3 2 1 3 0 3 1 0 4 3 1 0 0 2 2 1 1 2

3.0% 3.5% 3.6% 3.0% 2.6% 4.7% 0.0% 5.2% 2.5% 0.0% 3.4% 4.1% 2.7% 0.0% 0.0% 5.1% 7.1% 12.5% 1.4% 4.0%6 2 1 1 2 1 1 0 2 0 0 2 1 1 0 1 0 1 0 1 1

1.5% 0.9% 1.2% 3.0% 2.6% 1.6% 0.0% 3.4% 0.0% 0.0% 1.7% 1.4% 2.7% 0.0% 1.5% 0.0% 3.6% 0.0% 1.4% 2.0%7 11 10 5 2 3 4 3 5 3 1 10 6 2 3 8 2 1 0 2 9

8.2% 8.8% 6.0% 3.0% 7.7% 6.3% 8.6% 8.6% 7.5% 6.7% 8.5% 8.2% 5.4% 14.3% 11.9% 5.1% 3.6% 0.0% 2.7% 18.0%8 12 8 8 8 4 9 4 6 2 1 11 7 3 2 6 3 3 1 6 5

9.0% 7.0% 9.6% 11.9% 10.3% 14.1% 11.4% 10.3% 5.0% 6.7% 9.4% 9.6% 8.1% 9.5% 9.0% 7.7% 10.7% 12.5% 8.2% 10.0%9 19 18 13 8 6 12 4 8 7 3 16 12 4 3 14 3 2 1 15 3

14.2% 15.8% 15.7% 11.9% 15.4% 18.8% 11.4% 13.8% 17.5% 20.0% 13.7% 16.4% 10.8% 14.3% 20.9% 7.7% 7.1% 12.5% 20.5% 6.0%82 69 50 44 22 34 22 32 27 10 70 41 26 13 37 28 17 5 46 28


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-48



Question 48

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%0 to 4 4 4 3 1 2 1 2 2 0 0 4 3 0 0 1 1 2 0 2 2

3.0% 3.5% 3.6% 1.5% 5.1% 1.6% 5.7% 3.4% 0.0% 0.0% 3.4% 4.1% 0.0% 0.0% 1.5% 2.6% 7.1% 0.0% 2.7% 4.0%5 4 4 3 2 1 3 0 3 1 0 4 3 1 0 0 2 2 1 1 2

3.0% 3.5% 3.6% 3.0% 2.6% 4.7% 0.0% 5.2% 2.5% 0.0% 3.4% 4.1% 2.7% 0.0% 0.0% 5.1% 7.1% 12.5% 1.4% 4.0%6 or 7 13 11 6 4 4 5 3 7 3 1 12 7 3 3 9 2 2 0 3 10

9.7% 9.6% 7.2% 6.0% 10.3% 7.8% 8.6% 12.1% 7.5% 6.7% 10.3% 9.6% 8.1% 14.3% 13.4% 5.1% 7.1% 0.0% 4.1% 20.0%8 to 10 113 95 71 60 32 55 30 46 36 14 97 60 33 18 57 34 22 7 67 36

84.3% 83.3% 85.5% 89.6% 82.1% 85.9% 85.7% 79.3% 90.0% 93.3% 82.9% 82.2% 89.2% 85.7% 85.1% 87.2% 78.6% 87.5% 91.8% 72.0%Significantly different from column:* T S

10 9 7 5 4 5 2 7 1 0 10 7 2 0 2 3 5 1 4 57.5% 7.9% 8.4% 7.5% 10.3% 7.8% 5.7% 12.1% 2.5% 0.0% 8.5% 9.6% 5.4% 0.0% 3.0% 7.7% 17.9% 12.5% 5.5% 10.0%

23 18 13 10 7 13 7 11 5 2 21 13 5 5 14 5 4 1 8 1417.2% 15.8% 15.7% 14.9% 17.9% 20.3% 20.0% 19.0% 12.5% 13.3% 17.9% 17.8% 13.5% 23.8% 20.9% 12.8% 14.3% 12.5% 11.0% 28.0%

101 87 63 52 28 46 26 40 34 13 86 53 30 16 51 31 19 6 61 3175.4% 76.3% 75.9% 77.6% 71.8% 71.9% 74.3% 69.0% 85.0% 86.7% 73.5% 72.6% 81.1% 76.2% 76.1% 79.5% 67.9% 75.0% 83.6% 62.0%

Significantly different from column:* T S



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-49



Question 49

(Q60) (Q63) (Q66) (Q69) (Q72)


97.7% 98.0% 96.9% 96.8% 97.5% 97.8% 98.3% 97.4% 97.7% 100.0% 97.4% 99.3% 94.4% 98.2% 98.3% 96.6% 97.8% 100.0% 98.9% 97.4%Yes 129 109 74 59 35 56 25 66 36 16 109 55 44 27 65 39 25 10 77 36

43.1% 43.4% 46.8% 49.2% 44.9% 42.1% 42.4% 44.6% 42.4% 50.0% 42.1% 36.9% 51.8% 48.2% 38.2% 46.4% 56.8% 31.3% 41.6% 48.6%No 170 142 84 61 43 77 34 82 49 16 150 94 41 29 105 45 19 22 108 38

56.9% 56.6% 53.2% 50.8% 55.1% 57.9% 57.6% 55.4% 57.6% 50.0% 57.9% 63.1% 48.2% 51.8% 61.8% 53.6% 43.2% 68.8% 58.4% 51.4%Significantly different from column:* M L Q O

5 or

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In the last 6 months, did you get information or help from customer service at your child’s health plan?



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Last 6 Months

(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-50



Question 50

(Q60) (Q63) (Q66) (Q69) (Q72)


99.2% 99.1% 98.6% 98.3% 100.0% 100.0% 100.0% 98.5% 100.0% 100.0% 99.1% 100.0% 100.0% 96.3% 98.5% 100.0% 100.0% 100.0% 98.7% 100.0%Never 6 6 4 3 1 3 0 4 2 0 6 4 2 0 1 0 5 1 2 3

4.7% 5.6% 5.5% 5.2% 2.9% 5.4% 0.0% 6.2% 5.6% 0.0% 5.6% 7.3% 4.5% 0.0% 1.6% 0.0% 20.0% 10.0% 2.6% 8.3%Sometimes 13 8 9 8 8 7 1 8 4 2 10 6 4 3 6 4 3 2 7 3

10.2% 7.4% 12.3% 13.8% 22.9% 12.5% 4.0% 12.3% 11.1% 12.5% 9.3% 10.9% 9.1% 11.5% 9.4% 10.3% 12.0% 20.0% 9.2% 8.3%Usually 28 24 22 18 11 15 6 14 7 3 24 12 10 4 9 14 5 3 12 11

21.9% 22.2% 30.1% 31.0% 31.4% 26.8% 24.0% 21.5% 19.4% 18.8% 22.2% 21.8% 22.7% 15.4% 14.1% 35.9% 20.0% 30.0% 15.8% 30.6%Always 81 70 38 29 15 31 18 39 23 11 68 33 28 19 48 21 12 4 55 19

63.3% 64.8% 52.1% 50.0% 42.9% 55.4% 72.0% 60.0% 63.9% 68.8% 63.0% 60.0% 63.6% 73.1% 75.0% 53.8% 48.0% 40.0% 72.4% 52.8%Significantly different from column:* E B PQ O O T SUsually or Always 109 94 60 47 26 46 24 53 30 14 92 45 38 23 57 35 17 7 67 30


5 or

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In the last 6 months, how often did customer service at your child’s health plan give you the information or help you needed?



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-51



Question 51

(Q60) (Q63) (Q66) (Q69) (Q72)


98.4% 98.2% 97.3% 96.6% 97.1% 98.2% 100.0% 97.0% 100.0% 100.0% 98.2% 100.0% 100.0% 92.6% 96.9% 100.0% 100.0% 100.0% 97.4% 100.0%Never 3 1 2 2 2 1 0 2 1 0 3 1 2 0 0 1 2 0 3 0

2.4% 0.9% 2.8% 3.5% 5.9% 1.8% 0.0% 3.1% 2.8% 0.0% 2.8% 1.8% 4.5% 0.0% 0.0% 2.6% 8.0% 0.0% 4.0% 0.0%Sometimes 10 7 6 5 5 5 1 6 3 1 8 5 1 4 6 4 0 2 6 2

7.9% 6.5% 8.3% 8.8% 14.7% 9.1% 4.0% 9.4% 8.3% 6.3% 7.5% 9.1% 2.3% 16.0% 9.5% 10.3% 0.0% 20.0% 8.0% 5.6%Usually 16 14 13 12 5 8 4 9 3 2 14 8 8 0 4 8 4 3 6 5

12.6% 13.1% 18.1% 21.1% 14.7% 14.5% 16.0% 14.1% 8.3% 12.5% 13.1% 14.5% 18.2% 0.0% 6.3% 20.5% 16.0% 30.0% 8.0% 13.9%Always 98 85 51 38 22 41 20 47 29 13 82 41 33 21 53 26 19 5 60 29

77.2% 79.4% 70.8% 66.7% 64.7% 74.5% 80.0% 73.4% 80.6% 81.3% 76.6% 74.5% 75.0% 84.0% 84.1% 66.7% 76.0% 50.0% 80.0% 80.6%Significantly different from column:* P OUsually or Always 114 99 64 50 27 49 24 56 32 15 96 49 41 21 57 34 23 8 66 34


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-52



Question 52

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.4% 99.4% 99.2% 100.0% 99.3% 100.0% 98.0% 100.0% 100.0% 98.9% 98.7% 100.0% 98.2% 100.0% 96.6% 97.8% 96.9% 100.0% 97.4%Yes 82 66 44 33 28 33 16 37 27 12 70 32 27 20 40 24 18 7 48 26

27.2% 26.2% 27.2% 26.8% 35.0% 24.4% 26.7% 24.8% 31.0% 37.5% 26.6% 21.6% 30.0% 35.7% 23.1% 28.6% 40.9% 22.6% 25.7% 35.1%No 220 186 118 90 52 102 44 112 60 20 193 116 63 36 133 60 26 24 139 48

72.8% 73.8% 72.8% 73.2% 65.0% 75.6% 73.3% 75.2% 69.0% 62.5% 73.4% 78.4% 70.0% 64.3% 76.9% 71.4% 59.1% 77.4% 74.3% 64.9%Significantly different from column:* N L Q O

5 or

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In the last 6 months, did your child’s health plan give you any forms to fill out?



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-53



Question 53

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 4 4 3 1 1 3 0 1 3 0 4 2 0 2 1 0 3 0 2 2

1.3% 1.6% 1.9% 0.8% 1.3% 2.2% 0.0% 0.7% 3.4% 0.0% 1.5% 1.4% 0.0% 3.6% 0.6% 0.0% 6.8% 0.0% 1.1% 2.7%Sometimes 5 2 3 2 2 1 1 3 1 2 3 4 0 1 5 0 0 1 4 0

1.7% 0.8% 1.9% 1.6% 2.5% 0.7% 1.7% 2.0% 1.1% 6.3% 1.1% 2.7% 0.0% 1.8% 2.9% 0.0% 0.0% 3.2% 2.1% 0.0%Usually 18 15 9 8 6 5 5 9 3 1 17 6 7 4 7 7 4 2 10 6

6.0% 6.0% 5.6% 6.5% 7.5% 3.7% 8.3% 6.0% 3.4% 3.1% 6.5% 4.1% 7.8% 7.1% 4.0% 8.3% 9.1% 6.5% 5.3% 8.1%Always 275 231 147 112 71 126 54 136 80 29 239 136 83 49 160 77 37 28 171 66



**Respondents answering "No" to question 52 are reported to NCQA as "Always" in question 53, and are used in calculating the Customer Service composite score.

5 or

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In the last 6 months, how often were the forms from your child’s health plan easy to fill out?**

Base: All respondents who answered Q52


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-54



Question 54

(Q60) (Q63) (Q66) (Q69) (Q72)


99.0% 98.8% 99.4% 100.0% 97.5% 99.3% 98.3% 99.3% 98.9% 100.0% 98.9% 99.3% 98.9% 100.0% 98.8% 98.9% 100.0% 100.0% 98.9% 98.7%4 3 2 3 1 0 0 1 3 0 4 2 2 0 0 2 2 2 1 1

1.3% 1.2% 1.2% 2.4% 1.3% 0.0% 0.0% 0.7% 3.5% 0.0% 1.5% 1.3% 2.2% 0.0% 0.0% 2.3% 4.4% 6.3% 0.5% 1.3%1 3 2 2 2 1 1 1 0 2 0 3 2 1 0 1 1 1 0 1 2

1.0% 0.8% 1.2% 1.6% 1.3% 0.7% 1.7% 0.0% 2.3% 0.0% 1.1% 1.3% 1.1% 0.0% 0.6% 1.2% 2.2% 0.0% 0.5% 2.7%2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%3 3 1 1 2 2 1 0 3 0 0 3 3 0 0 3 0 0 0 3 0

1.0% 0.4% 0.6% 1.6% 2.6% 0.7% 0.0% 2.0% 0.0% 0.0% 1.1% 2.0% 0.0% 0.0% 1.8% 0.0% 0.0% 0.0% 1.6% 0.0%4 3 3 3 2 2 3 0 2 1 0 3 1 1 1 0 1 2 1 0 2

1.0% 1.2% 1.9% 1.6% 2.6% 2.2% 0.0% 1.3% 1.2% 0.0% 1.1% 0.7% 1.1% 1.8% 0.0% 1.2% 4.4% 3.1% 0.0% 2.7%5 8 8 6 5 4 2 4 4 0 2 6 3 3 2 2 3 3 0 5 2

2.6% 3.2% 3.7% 4.0% 5.1% 1.5% 6.8% 2.6% 0.0% 6.3% 2.3% 2.0% 3.4% 3.5% 1.2% 3.5% 6.7% 0.0% 2.7% 2.7%6 9 7 5 1 3 7 2 6 0 0 9 4 4 1 5 3 1 0 7 1

3.0% 2.8% 3.1% 0.8% 3.8% 5.2% 3.4% 4.0% 0.0% 0.0% 3.4% 2.7% 4.5% 1.8% 2.9% 3.5% 2.2% 0.0% 3.8% 1.3%7 32 30 16 13 8 16 6 17 8 4 26 19 5 6 15 12 4 2 20 8

10.6% 11.9% 9.9% 10.5% 10.3% 11.9% 10.2% 11.3% 9.3% 12.5% 9.9% 12.8% 5.6% 10.5% 8.8% 14.0% 8.9% 6.3% 10.8% 10.7%8 48 33 21 20 9 24 9 24 14 5 42 27 9 10 35 9 4 5 29 12

15.8% 13.0% 13.0% 16.1% 11.5% 17.8% 15.3% 15.9% 16.3% 15.6% 16.0% 18.1% 10.1% 17.5% 20.5% 10.5% 8.9% 15.6% 15.7% 16.0%9 40 35 26 18 9 17 4 26 10 3 37 23 11 5 23 12 5 3 26 10

13.2% 13.8% 16.0% 14.5% 11.5% 12.6% 6.8% 17.2% 11.6% 9.4% 14.1% 15.4% 12.4% 8.8% 13.5% 14.0% 11.1% 9.4% 14.1% 13.3%153 131 80 58 39 64 33 68 48 18 130 65 53 32 87 43 23 19 93 37


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-55



Question 54

(Q60) (Q63) (Q66) (Q69) (Q72)


99.0% 98.8% 99.4% 100.0% 97.5% 99.3% 98.3% 99.3% 98.9% 100.0% 98.9% 99.3% 98.9% 100.0% 98.8% 98.9% 100.0% 100.0% 98.9% 98.7%0 to 4 13 9 8 9 6 5 1 6 6 0 13 8 4 1 4 4 5 3 5 5

4.3% 3.6% 4.9% 7.3% 7.7% 3.7% 1.7% 4.0% 7.0% 0.0% 4.9% 5.4% 4.5% 1.8% 2.3% 4.7% 11.1% 9.4% 2.7% 6.7%5 8 8 6 5 4 2 4 4 0 2 6 3 3 2 2 3 3 0 5 2

2.6% 3.2% 3.7% 4.0% 5.1% 1.5% 6.8% 2.6% 0.0% 6.3% 2.3% 2.0% 3.4% 3.5% 1.2% 3.5% 6.7% 0.0% 2.7% 2.7%6 or 7 41 37 21 14 11 23 8 23 8 4 35 23 9 7 20 15 5 2 27 9

13.5% 14.6% 13.0% 11.3% 14.1% 17.0% 13.6% 15.2% 9.3% 12.5% 13.3% 15.4% 10.1% 12.3% 11.7% 17.4% 11.1% 6.3% 14.6% 12.0%8 to 10 241 199 127 96 57 105 46 118 72 26 209 115 73 47 145 64 32 27 148 59

79.5% 78.7% 78.4% 77.4% 73.1% 77.8% 78.0% 78.1% 83.7% 81.3% 79.5% 77.2% 82.0% 82.5% 84.8% 74.4% 71.1% 84.4% 80.0% 78.7%Significantly different from column:* PQ O O

30 24 19 15 13 14 7 16 6 2 28 15 11 4 11 10 9 3 17 89.9% 9.5% 11.7% 12.1% 16.7% 10.4% 11.9% 10.6% 7.0% 6.3% 10.6% 10.1% 12.4% 7.0% 6.4% 11.6% 20.0% 9.4% 9.2% 10.7%

80 63 37 33 17 40 15 41 22 9 68 46 14 16 50 21 8 7 49 2026.4% 24.9% 22.8% 26.6% 21.8% 29.6% 25.4% 27.2% 25.6% 28.1% 25.9% 30.9% 15.7% 28.1% 29.2% 24.4% 17.8% 21.9% 26.5% 26.7%

193 166 106 76 48 81 37 94 58 21 167 88 64 37 110 55 28 22 119 4763.7% 65.6% 65.4% 61.3% 61.5% 60.0% 62.7% 62.3% 67.4% 65.6% 63.5% 59.1% 71.9% 64.9% 64.3% 64.0% 62.2% 68.8% 64.3% 62.7%

Significantly different from column:* M L



5 or

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llent

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Non

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His

pani

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Not

His

pani

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Take

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escr

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Mor

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-56



Question 55

(Q60) (Q63) (Q66) (Q69) (Q72)


99.7% 100.0% 100.0% 99.2% 98.8% 99.3% 98.3% 100.0% 100.0% 100.0% 99.6% 99.3% 100.0% 100.0% 99.4% 100.0% 100.0% 100.0% 100.0% 98.7%Yes 264 238 138 104 60 112 52 130 77 28 230 136 73 48 148 79 36 22 161 72

86.6% 93.0% 84.7% 84.6% 75.9% 83.0% 88.1% 85.5% 88.5% 87.5% 86.8% 91.3% 81.1% 84.2% 86.0% 90.8% 80.0% 68.8% 86.1% 96.0%No 41 18 25 19 19 23 7 22 10 4 35 13 17 9 24 8 9 10 26 3

13.4% 7.0% 15.3% 15.4% 24.1% 17.0% 11.9% 14.5% 11.5% 12.5% 13.2% 8.7% 18.9% 15.8% 14.0% 9.2% 20.0% 31.3% 13.9% 4.0%Significantly different from column:* CDEF B B B B M L S RT S

5 or

mor

e

In the last 6 months, did you get or refill any prescription medicines for your child?



Oth

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Exce

llent

or V

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Fair

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His

pani

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Take

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5


Last 6 Months

(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-57



Question 56

(Q60) (Q63) (Q66) (Q69) (Q72)


98.9% 99.2% 97.8% 97.1% 96.7% 98.2% 98.1% 98.5% 100.0% 100.0% 98.7% 97.8% 100.0% 100.0% 99.3% 97.5% 100.0% 100.0% 100.0% 95.8%Never 4 4 4 3 1 4 0 2 2 0 4 2 1 1 1 1 2 0 1 3

1.5% 1.7% 3.0% 3.0% 1.7% 3.6% 0.0% 1.6% 2.6% 0.0% 1.8% 1.5% 1.4% 2.1% 0.7% 1.3% 5.6% 0.0% 0.6% 4.3%Sometimes 25 25 15 10 5 8 4 12 9 1 24 13 8 3 13 8 3 3 13 8

9.6% 10.6% 11.1% 9.9% 8.6% 7.3% 7.8% 9.4% 11.7% 3.6% 10.6% 9.8% 11.0% 6.3% 8.8% 10.4% 8.3% 13.6% 8.1% 11.6%Usually 41 39 21 17 10 14 8 25 6 5 35 22 9 7 20 16 5 0 28 11

15.7% 16.5% 15.6% 16.8% 17.2% 12.7% 15.7% 19.5% 7.8% 17.9% 15.4% 16.5% 12.3% 14.6% 13.6% 20.8% 13.9% 0.0% 17.4% 15.9%Always 191 168 95 71 42 84 39 89 60 22 164 96 55 37 113 52 26 19 119 47



5 or

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Oth

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His

pani

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Not

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Take

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escr

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Mor

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-58



Question 57

(Q60) (Q63) (Q66) (Q69) (Q72)


96.2% 96.2% 94.2% 94.2% 95.0% 95.5% 98.1% 95.4% 96.1% 96.4% 96.1% 94.1% 100.0% 97.9% 96.6% 94.9% 97.2% 100.0% 98.1% 90.3%Yes 164 147 87 66 45 68 34 79 50 22 139 85 45 30 89 53 22 13 103 42

64.6% 64.2% 66.9% 67.3% 78.9% 63.6% 66.7% 63.7% 67.6% 81.5% 62.9% 66.4% 61.6% 63.8% 62.2% 70.7% 62.9% 59.1% 65.2% 64.6%No 90 82 43 32 12 39 17 45 24 5 82 43 28 17 54 22 13 9 55 23

35.4% 35.8% 33.1% 32.7% 21.1% 36.4% 33.3% 36.3% 32.4% 18.5% 37.1% 33.6% 38.4% 36.2% 37.8% 29.3% 37.1% 40.9% 34.8% 35.4%Significantly different from column:* E BF E

5 or

mor

e

Did anyone from your child’s health plan, doctor’s office, or clinic help you get your child’s prescription medicines?



Oth

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Exce

llent

or V

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Take

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Mor

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-59



Question 58

(Q60) (Q63) (Q66) (Q69) (Q72)


99.7% 99.6% 100.0% 100.0% 100.0% 99.3% 100.0% 100.0% 98.9% 100.0% 99.6% 100.0% 100.0% 98.2% 100.0% 100.0% 100.0% 100.0% 99.5% 100.0%Poor 9 9 8 6 3 5 1 4 3 1 7 4 1 3 0 0 9 1 1 7

3.0% 3.5% 4.9% 4.8% 3.8% 3.7% 1.7% 2.6% 3.5% 3.1% 2.6% 2.7% 1.1% 5.4% 0.0% 0.0% 20.0% 3.1% 0.5% 9.2%Fair 36 30 28 23 12 19 7 12 16 2 34 13 16 7 0 0 36 6 16 11

11.8% 11.8% 17.2% 18.5% 15.0% 14.1% 11.7% 7.9% 18.6% 6.3% 12.8% 8.7% 17.8% 12.5% 0.0% 0.0% 80.0% 18.8% 8.6% 14.5%Good 87 76 52 41 21 37 16 42 27 7 80 41 33 8 0 87 0 7 52 23

28.5% 29.8% 31.9% 33.1% 26.3% 27.4% 26.7% 27.6% 31.4% 21.9% 30.2% 27.3% 36.7% 14.3% 0.0% 100.0% 0.0% 21.9% 28.0% 30.3%Very Good 107 85 47 32 28 47 25 51 30 14 92 59 24 24 107 0 0 9 75 22

35.1% 33.3% 28.8% 25.8% 35.0% 34.8% 41.7% 33.6% 34.9% 43.8% 34.7% 39.3% 26.7% 42.9% 61.8% 0.0% 0.0% 28.1% 40.3% 28.9%Excellent 66 55 28 22 16 27 11 43 10 8 52 33 16 14 66 0 0 9 42 13

21.6% 21.6% 17.2% 17.7% 20.0% 20.0% 18.3% 28.3% 11.6% 25.0% 19.6% 22.0% 17.8% 25.0% 38.2% 0.0% 0.0% 28.1% 22.6% 17.1%Significantly different from column:* I H PQ O OExcellent or Very Good 173 140 75 54 44 74 36 94 40 22 144 92 40 38 173 0 0 18 117 35

56.7% 54.9% 46.0% 43.5% 55.0% 54.8% 60.0% 61.8% 46.5% 68.8% 54.3% 61.3% 44.4% 67.9% 100.0% 0.0% 0.0% 56.3% 62.9% 46.1%Significantly different from column:* D B I H M LN M PQ O O T S

5 or

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e

In general, how would you rate your child’s overall health?



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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-60



Question 59

(Q60) (Q63) (Q66) (Q69) (Q72)


99.3% 99.2% 98.8% 98.4% 98.8% 99.3% 100.0% 98.7% 100.0% 100.0% 99.2% 98.7% 100.0% 100.0% 99.4% 98.9% 100.0% 100.0% 100.0% 97.4%Poor 16 14 15 12 7 16 1 5 9 2 14 7 6 3 1 3 11 3 6 6

5.3% 5.5% 9.3% 9.8% 8.9% 11.9% 1.7% 3.3% 10.3% 6.3% 5.3% 4.7% 6.7% 5.3% 0.6% 3.5% 24.4% 9.4% 3.2% 8.1%Fair 63 48 46 33 25 49 4 39 19 5 58 30 20 12 27 22 14 6 34 19

20.7% 18.9% 28.6% 27.0% 31.6% 36.3% 6.7% 26.0% 21.8% 15.6% 22.0% 20.3% 22.2% 21.1% 15.7% 25.6% 31.1% 18.8% 18.2% 25.7%Good 80 66 47 34 20 40 11 41 26 6 72 42 24 14 40 31 9 7 50 21

26.3% 26.0% 29.2% 27.9% 25.3% 29.6% 18.3% 27.3% 29.9% 18.8% 27.3% 28.4% 26.7% 24.6% 23.3% 36.0% 20.0% 21.9% 26.7% 28.4%Very Good 72 63 29 23 17 21 17 36 18 6 63 34 24 13 51 14 7 7 51 11

23.7% 24.8% 18.0% 18.9% 21.5% 15.6% 28.3% 24.0% 20.7% 18.8% 23.9% 23.0% 26.7% 22.8% 29.7% 16.3% 15.6% 21.9% 27.3% 14.9%Excellent 73 63 24 20 10 9 27 29 15 13 57 35 16 15 53 16 4 9 46 17

24.0% 24.8% 14.9% 16.4% 12.7% 6.7% 45.0% 19.3% 17.2% 40.6% 21.6% 23.6% 17.8% 26.3% 30.8% 18.6% 8.9% 28.1% 24.6% 23.0%Significantly different from column:* CEF BF F B BCD HI G G K J PQ O OExcellent or Very Good 145 126 53 43 27 30 44 65 33 19 120 69 40 28 104 30 11 16 97 28

47.7% 49.6% 32.9% 35.2% 34.2% 22.2% 73.3% 43.3% 37.9% 59.4% 45.5% 46.6% 44.4% 49.1% 60.5% 34.9% 24.4% 50.0% 51.9% 37.8%Significantly different from column:* CDEF BF BF B BCD HI G G PQ O O T S

5 or

mor

e

In general, how would you rate your child's overall mental or emotional health?



Oth

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-61



Question 60

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 256 256 132 95 53 105 45 130 75 25 223 126 74 47 140 76 39 24 156 68

83.7% 100.0% 81.0% 76.6% 66.3% 77.2% 75.0% 85.5% 86.2% 78.1% 83.8% 84.0% 82.2% 82.5% 80.9% 87.4% 86.7% 75.0% 83.4% 89.5%No 50 0 31 29 27 31 15 22 12 7 43 24 16 10 33 11 6 8 31 8

16.3% 0.0% 19.0% 23.4% 33.8% 22.8% 25.0% 14.5% 13.8% 21.9% 16.2% 16.0% 17.8% 17.5% 19.1% 12.6% 13.3% 25.0% 16.6% 10.5%Significantly different from column:* CDEF BE B BC B

5 or

mor

e

Does your child currently need or use medicine prescribed by a doctor (other than vitamins)?



Oth

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Take

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-62



Question 61

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 248 248 128 90 49 103 40 128 74 23 217 124 70 46 136 75 36 24 152 65

96.9% 96.9% 97.0% 94.7% 92.5% 98.1% 88.9% 98.5% 98.7% 92.0% 97.3% 98.4% 94.6% 97.9% 97.1% 98.7% 92.3% 100.0% 97.4% 95.6%No 8 8 4 5 4 2 5 2 1 2 6 2 4 1 4 1 3 0 4 3


5 or

mor

e


Base: All respondents whose child needs/uses medicine prescribed by a doctor (Q60)


Oth

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Exce

llent

or V

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or P

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Non

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His

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Take

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-63



Question 62

(Q60) (Q63) (Q66) (Q69) (Q72)


99.6% 99.6% 99.2% 100.0% 98.0% 99.0% 100.0% 100.0% 100.0% 95.7% 100.0% 100.0% 100.0% 100.0% 100.0% 98.7% 100.0% 100.0% 99.3% 100.0%Yes 244 244 126 89 47 99 40 127 72 22 215 123 69 45 133 74 36 24 149 64

98.8% 98.8% 99.2% 98.9% 97.9% 97.1% 100.0% 99.2% 97.3% 100.0% 99.1% 99.2% 98.6% 97.8% 97.8% 100.0% 100.0% 100.0% 98.7% 98.5%No 3 3 1 1 1 3 0 1 2 0 2 1 1 1 3 0 0 0 2 1


5 or

mor

e


Base: All respondents whose child needs/uses medicine prescribed by a doctor for medical/behavioral/other health condition (Q60 & Q61)


Oth

er

Exce

llent

or V

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Goo

d

Goo

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Fair

or P

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Non

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1 to

4

6 to

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18

His

pani

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Take

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-64



Question 63

(Q60) (Q63) (Q66) (Q69) (Q72)


96.7% 96.9% 100.0% 99.2% 95.0% 97.8% 95.0% 97.4% 97.7% 90.6% 97.7% 96.7% 100.0% 93.0% 96.5% 96.6% 97.8% 96.9% 97.3% 96.1%Yes 163 132 163 95 60 98 24 88 48 18 144 77 47 34 75 52 36 16 89 52

55.1% 53.2% 100.0% 77.2% 78.9% 73.7% 42.1% 59.5% 56.5% 62.1% 55.4% 53.1% 52.2% 64.2% 44.9% 61.9% 81.8% 51.6% 48.9% 71.2%No 133 116 0 28 16 35 33 60 37 11 116 68 43 19 92 32 8 15 93 21

44.9% 46.8% 0.0% 22.8% 21.1% 26.3% 57.9% 40.5% 43.5% 37.9% 44.6% 46.9% 47.8% 35.8% 55.1% 38.1% 18.2% 48.4% 51.1% 28.8%Significantly different from column:* CDEF BDEF BC BC BC H G PQ OQ OP T S

5 or

mor

e

Does your child need or use more medical care, more mental health services, or more educational services than is usual for most children of the same age?



Oth

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Exce

llent

or V

ery

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d

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or P

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1 to

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Take

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-65



Question 64

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 159 131 159 93 57 95 23 86 47 18 140 76 46 32 73 50 36 15 86 52

97.5% 99.2% 97.5% 97.9% 95.0% 96.9% 95.8% 97.7% 97.9% 100.0% 97.2% 98.7% 97.9% 94.1% 97.3% 96.2% 100.0% 93.8% 96.6% 100.0%No 4 1 4 2 3 3 1 2 1 0 4 1 1 2 2 2 0 1 3 0


5 or

mor

e


Base: All respondents whose child needs/uses more medical care/mental health/educational services than usual for children of same age (Q63)


Oth

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Exce

llent

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Goo

d

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Fair

or P

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Non

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1 to

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6 to

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18

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pani

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-66



Question 65

(Q60) (Q63) (Q66) (Q69) (Q72)


99.4% 99.2% 99.4% 100.0% 98.2% 98.9% 100.0% 100.0% 100.0% 94.4% 100.0% 100.0% 100.0% 100.0% 100.0% 98.0% 100.0% 100.0% 98.8% 100.0%Yes 157 129 157 92 55 94 23 85 47 17 139 76 46 31 73 49 35 14 85 52

99.4% 99.2% 99.4% 98.9% 98.2% 100.0% 100.0% 98.8% 100.0% 100.0% 99.3% 100.0% 100.0% 96.9% 100.0% 100.0% 97.2% 93.3% 100.0% 100.0%No 1 1 1 1 1 0 0 1 0 0 1 0 0 1 0 0 1 1 0 0


5 or

mor

e


Base: All respondents whose child needs/uses more medical care/mental health/educational services than usual for children of same age for medical/behavioral/other health condition (Q63 & Q64)


Oth

er

Exce

llent

or V

ery

Goo

d

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d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

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g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-67



Question 66

(Q60) (Q63) (Q66) (Q69) (Q72)


98.4% 98.0% 98.8% 100.0% 97.5% 98.5% 100.0% 99.3% 98.9% 96.9% 99.2% 99.3% 100.0% 96.5% 99.4% 97.7% 95.6% 96.9% 99.5% 97.4%Yes 124 95 95 124 51 65 23 64 34 11 110 60 38 23 54 41 29 12 69 38

41.2% 37.8% 59.0% 100.0% 65.4% 48.5% 38.3% 42.4% 39.5% 35.5% 41.7% 40.3% 42.2% 41.8% 31.4% 48.2% 67.4% 38.7% 37.1% 51.4%No 177 156 66 0 27 69 37 87 52 20 154 89 52 32 118 44 14 19 117 36

58.8% 62.2% 41.0% 0.0% 34.6% 51.5% 61.7% 57.6% 60.5% 64.5% 58.3% 59.7% 57.8% 58.2% 68.6% 51.8% 32.6% 61.3% 62.9% 48.6%Significantly different from column:* CDEF BD BCEF BDF BDE PQ OQ OP T S

5 or

mor

e

Is your child limited or prevented in any way in his or her ability to do the things most children of the same age can do?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

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Not

His

pani

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an-A

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Take

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ited/

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g

0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-68



Question 67

(Q60) (Q63) (Q66) (Q69) (Q72)


98.4% 97.9% 98.9% 98.4% 100.0% 98.5% 100.0% 98.4% 100.0% 100.0% 100.0% 100.0% 100.0% 95.7% 96.3% 100.0% 100.0% 100.0% 97.1% 100.0%Yes 117 89 93 117 51 63 23 59 33 10 107 59 36 20 48 40 29 12 64 36

95.9% 95.7% 98.9% 95.9% 100.0% 98.4% 100.0% 93.7% 97.1% 90.9% 97.3% 98.3% 94.7% 90.9% 92.3% 97.6% 100.0% 100.0% 95.5% 94.7%No 5 4 1 5 0 1 0 4 1 1 3 1 2 2 4 1 0 0 3 2


5 or

mor

e


Base: All respondents whose child is limited/prevented in ability to do things children of the same age can do (Q66)


Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

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Non

e

1 to

4

6 to

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His

pani

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Not

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-69



Question 68

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 114 88 91 114 50 62 22 59 31 10 104 58 35 19 47 40 27 12 62 35

97.4% 98.9% 97.8% 97.4% 98.0% 98.4% 95.7% 100.0% 93.9% 100.0% 97.2% 98.3% 97.2% 95.0% 97.9% 100.0% 93.1% 100.0% 96.9% 97.2%No 3 1 2 3 1 1 1 0 2 0 3 1 1 1 1 0 2 0 2 1


5 or

mor

e


Base: All respondents whose child is limited/prevented in ability to do things because of medical/behavioral/other health condition (Q66 & Q67)


Oth

er

Exce

llent

or V

ery

Goo

d

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or P

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Non

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1 to

4

6 to

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His

pani

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-70



Question 69

(Q60) (Q63) (Q66) (Q69) (Q72)


97.7% 97.3% 96.9% 96.0% 100.0% 98.5% 98.3% 98.0% 98.9% 100.0% 98.1% 98.7% 96.7% 100.0% 98.3% 96.6% 97.8% 100.0% 98.4% 94.7%Yes 80 53 60 51 80 52 24 40 15 11 69 32 27 19 44 21 15 8 47 20

26.8% 21.3% 38.0% 42.9% 100.0% 38.8% 40.7% 26.8% 17.4% 34.4% 26.4% 21.6% 31.0% 33.3% 25.9% 25.0% 34.1% 25.0% 25.5% 27.8%No 219 196 98 68 0 82 35 109 71 21 192 116 60 38 126 63 29 24 137 52

73.2% 78.7% 62.0% 57.1% 0.0% 61.2% 59.3% 73.2% 82.6% 65.6% 73.6% 78.4% 69.0% 66.7% 74.1% 75.0% 65.9% 75.0% 74.5% 72.2%Significantly different from column:* CDEF BE BE BCDF BE I G

5 or

mor

e

Does your child need or get special therapy such as physical, occupational, or speech therapy?



Oth

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Exce

llent

or V

ery

Goo

d

Goo

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Fair

or P

oor

Non

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1 to

4

6 to

13

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18

His

pani

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-71



Question 70

(Q60) (Q63) (Q66) (Q69) (Q72)


98.8% 98.1% 100.0% 100.0% 98.8% 100.0% 100.0% 97.5% 100.0% 100.0% 98.6% 100.0% 100.0% 94.7% 97.7% 100.0% 100.0% 100.0% 97.9% 100.0%Yes 73 49 58 50 73 51 22 36 14 11 62 31 23 17 39 19 15 8 42 19

92.4% 94.2% 96.7% 98.0% 92.4% 98.1% 91.7% 92.3% 93.3% 100.0% 91.2% 96.9% 85.2% 94.4% 90.7% 90.5% 100.0% 100.0% 91.3% 95.0%No 6 3 2 1 6 1 2 3 1 0 6 1 4 1 4 2 0 0 4 1


5 or

mor

e


Base: All respondents whose child needs/gets special therapy (Q69)


Oth

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Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

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5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-72



Question 71

(Q60) (Q63) (Q66) (Q69) (Q72)


98.6% 100.0% 98.3% 98.0% 98.6% 98.0% 100.0% 97.2% 100.0% 100.0% 98.4% 100.0% 100.0% 94.1% 97.4% 100.0% 100.0% 100.0% 97.6% 100.0%Yes 71 48 56 49 71 49 22 34 14 11 60 31 22 16 37 19 15 7 41 19

98.6% 98.0% 98.2% 100.0% 98.6% 98.0% 100.0% 97.1% 100.0% 100.0% 98.4% 100.0% 95.7% 100.0% 97.4% 100.0% 100.0% 87.5% 100.0% 100.0%No 1 1 1 0 1 1 0 1 0 0 1 0 1 0 1 0 0 1 0 0


5 or

mor

e


Base: All respondents whose child needs/gets special therapy for medical/behavioral/other health condition (Q69 & Q70)


Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

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Non

e

1 to

4

6 to

13

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18

His

pani

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Not

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-73



Question 72

(Q60) (Q63) (Q66) (Q69) (Q72)


98.4% 98.0% 98.2% 96.8% 100.0% 100.0% 100.0% 99.3% 97.7% 100.0% 98.9% 98.7% 98.9% 100.0% 99.4% 96.6% 97.8% 100.0% 98.4% 97.4%Yes 136 105 98 65 52 136 14 76 43 11 123 71 42 22 74 37 24 12 78 40

45.2% 41.8% 61.3% 54.2% 65.0% 100.0% 23.3% 50.3% 50.6% 34.4% 46.8% 48.0% 47.2% 38.6% 43.0% 44.0% 54.5% 37.5% 42.4% 54.1%No 165 146 62 55 28 0 46 75 42 21 140 77 47 35 98 47 20 20 106 34

54.8% 58.2% 38.8% 45.8% 35.0% 0.0% 76.7% 49.7% 49.4% 65.6% 53.2% 52.0% 52.8% 61.4% 57.0% 56.0% 45.5% 62.5% 57.6% 45.9%Significantly different from column:* CDEF BF BF BF BCDE HI G G

5 or

mor

e

Does your child have any kind of emotional, developmental, or behavioral problem for which he or she needs or gets treatment or counseling?



Oth

er

Exce

llent

or V

ery

Goo

d

Goo

d

Fair

or P

oor

Non

e

1 to

4

6 to

13

14 to

18

His

pani

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Not

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pani

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-74



Question 73

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 133 103 95 64 52 133 14 73 43 10 121 69 41 22 72 37 23 12 76 40

97.8% 98.1% 96.9% 98.5% 100.0% 97.8% 100.0% 96.1% 100.0% 90.9% 98.4% 97.2% 97.6% 100.0% 97.3% 100.0% 95.8% 100.0% 97.4% 100.0%No 3 2 3 1 0 3 0 3 0 1 2 2 1 0 2 0 1 0 2 0


5 or

mor

e

Has this problem lasted or is it expected to last for at least 12 months?

Base: All respondents whose child has emotional, developmental or behavioral problem for which s/he gets treatment (Q72)


Oth

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Exce

llent

or V

ery

Goo

d

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d

Fair

or P

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Non

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1 to

4

6 to

13

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18

His

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-75



Question 74

(Q60) (Q63) (Q66) (Q69) (Q72)


97.7% 97.7% 98.2% 97.6% 98.8% 97.8% 100.0% 100.0% 100.0% 96.9% 98.9% 99.3% 98.9% 98.2% 98.3% 97.7% 95.6% 96.9% 97.9% 98.7%Less than 1 year old 15 10 5 6 6 3 15 0 0 0 15 8 6 1 9 2 4 0 6 8

5.0% 4.0% 3.1% 5.0% 7.6% 2.3% 25.0% 0.0% 0.0% 0.0% 5.7% 5.4% 6.7% 1.8% 5.3% 2.4% 9.3% 0.0% 3.3% 10.7%1 year old 10 9 6 4 4 4 10 0 0 2 8 2 2 5 6 2 2 0 3 7

3.3% 3.6% 3.8% 3.3% 5.1% 3.0% 16.7% 0.0% 0.0% 6.5% 3.0% 1.3% 2.2% 8.9% 3.5% 2.4% 4.7% 0.0% 1.6% 9.3%2 years old 7 5 2 1 3 1 7 0 0 1 5 2 3 2 4 2 1 1 5 1

2.3% 2.0% 1.3% 0.8% 3.8% 0.8% 11.7% 0.0% 0.0% 3.2% 1.9% 1.3% 3.4% 3.6% 2.4% 2.4% 2.3% 3.2% 2.7% 1.3%3 years old 7 6 2 0 2 0 7 0 0 2 5 1 4 2 3 4 0 1 4 1

2.3% 2.4% 1.3% 0.0% 2.5% 0.0% 11.7% 0.0% 0.0% 6.5% 1.9% 0.7% 4.5% 3.6% 1.8% 4.7% 0.0% 3.2% 2.2% 1.3%4 to 6 years old 40 26 20 23 18 14 21 19 0 8 32 21 11 7 24 13 3 4 27 6

13.4% 10.4% 12.5% 19.0% 22.8% 10.5% 35.0% 12.5% 0.0% 25.8% 12.2% 14.1% 12.4% 12.5% 14.1% 15.3% 7.0% 12.9% 14.8% 8.0%7 to 9 years old 54 47 34 24 14 25 0 54 0 2 50 29 16 9 35 10 9 4 36 12

18.1% 18.8% 21.3% 19.8% 17.7% 18.8% 0.0% 35.5% 0.0% 6.5% 19.0% 19.5% 18.0% 16.1% 20.6% 11.8% 20.9% 12.9% 19.7% 16.0%10 to 13 years old 79 72 43 29 17 43 0 79 0 11 66 43 20 13 49 25 5 7 50 19

26.4% 28.8% 26.9% 24.0% 21.5% 32.3% 0.0% 52.0% 0.0% 35.5% 25.1% 28.9% 22.5% 23.2% 28.8% 29.4% 11.6% 22.6% 27.3% 25.3%14 to 18 years old 87 75 48 34 15 43 0 0 87 5 82 43 27 17 40 27 19 14 52 21

29.1% 30.0% 30.0% 28.1% 19.0% 32.3% 0.0% 0.0% 100.0% 16.1% 31.2% 28.9% 30.3% 30.4% 23.5% 31.8% 44.2% 45.2% 28.4% 28.0%3 years old or younger 39 30 15 11 15 8 39 0 0 5 33 13 15 10 22 10 7 2 18 17

13.0% 12.0% 9.4% 9.1% 19.0% 6.0% 65.0% 0.0% 0.0% 16.1% 12.5% 8.7% 16.9% 17.9% 12.9% 11.8% 16.3% 6.5% 9.8% 22.7%Significantly different from column:* E E CDF E HI G G T T RS

5 or

mor

e

What is your child’s age?



Oth

er

Exce

llent

or V

ery

Goo

d

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or P

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1 to

4

6 to

13

14 to

18

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-76



Question 75

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.8% 100.0% 99.2% 100.0% 99.3% 100.0% 100.0% 100.0% 100.0% 99.6% 99.3% 100.0% 98.2% 98.3% 100.0% 97.8% 96.9% 98.9% 98.7%Male 183 155 112 77 54 89 35 105 42 23 157 85 58 35 105 53 25 18 114 45

60.6% 61.3% 68.7% 62.6% 67.5% 65.9% 58.3% 69.1% 48.3% 71.9% 59.2% 57.0% 64.4% 62.5% 61.8% 60.9% 56.8% 58.1% 61.6% 60.0%Female 119 98 51 46 26 46 25 47 45 9 108 64 32 21 65 34 19 13 71 30

39.4% 38.7% 31.3% 37.4% 32.5% 34.1% 41.7% 30.9% 51.7% 28.1% 40.8% 43.0% 35.6% 37.5% 38.2% 39.1% 43.2% 41.9% 38.4% 40.0%Significantly different from column:* I H

5 or

mor

e

Is your child male or female?



Oth

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Exce

llent

or V

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or P

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Non

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1 to

4

6 to

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18

His

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-77



Question 76

(Q60) (Q63) (Q66) (Q69) (Q72)


97.4% 96.9% 99.4% 97.6% 100.0% 98.5% 98.3% 97.4% 100.0% 100.0% 100.0% 99.3% 97.8% 94.7% 96.0% 100.0% 97.8% 96.9% 96.8% 98.7%Yes, Hispanic or Latino 32 25 18 11 11 11 11 15 5 32 0 10 1 16 22 7 3 2 20 9

10.7% 10.1% 11.1% 9.1% 13.8% 8.2% 18.6% 10.1% 5.7% 100.0% 0.0% 6.7% 1.1% 29.6% 13.3% 8.0% 6.8% 6.5% 11.0% 12.0%266 223 144 110 69 123 48 133 82 0 266 139 87 38 144 80 41 29 161 66

89.3% 89.9% 88.9% 90.9% 86.3% 91.8% 81.4% 89.9% 94.3% 0.0% 100.0% 93.3% 98.9% 70.4% 86.7% 92.0% 93.2% 93.5% 89.0% 88.0%Significantly different from column:* I G N N LM

*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

5 or

mor

e

Is your child of Hispanic or Latino origin or descent?



NA - Not Applicable

Oth

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Exce

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1 to

4

6 to

13

14 to

18

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Take

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0 to

5


(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-78



Question 77

(Q60) (Q63) (Q66) (Q69) (Q72)


97.1% 96.5% 96.9% 97.6% 97.5% 99.3% 96.7% 98.0% 100.0% 84.4% 99.2% 100.0% 100.0% 100.0% 98.3% 94.3% 97.8% 96.9% 97.3% 96.1%White 181 154 97 73 40 81 33 94 53 17 163 150 0 31 113 46 22 14 110 52

60.9% 62.3% 61.4% 60.3% 51.3% 60.0% 56.9% 63.1% 60.9% 63.0% 61.7% 100.0% 0.0% 54.4% 66.5% 56.1% 50.0% 45.2% 60.4% 71.2%119 99 66 49 37 53 26 53 39 7 110 0 90 29 56 38 24 16 76 22

40.1% 40.1% 41.8% 40.5% 47.4% 39.3% 44.8% 35.6% 44.8% 25.9% 41.7% 0.0% 100.0% 50.9% 32.9% 46.3% 54.5% 51.6% 41.8% 30.1%Asian 6 5 5 3 3 2 2 2 2 0 5 0 0 6 5 0 1 2 3 1

2.0% 2.0% 3.2% 2.5% 3.8% 1.5% 3.4% 1.3% 2.3% 0.0% 1.9% 0.0% 0.0% 10.5% 2.9% 0.0% 2.3% 6.5% 1.6% 1.4%4 4 4 1 0 1 1 2 1 1 3 0 0 4 3 0 1 0 2 2

1.3% 1.6% 2.5% 0.8% 0.0% 0.7% 1.7% 1.3% 1.1% 3.7% 1.1% 0.0% 0.0% 7.0% 1.8% 0.0% 2.3% 0.0% 1.1% 2.7%15 13 9 6 4 6 3 6 6 2 13 0 0 15 7 3 4 3 5 7

5.1% 5.3% 5.7% 5.0% 5.1% 4.4% 5.2% 4.0% 6.9% 7.4% 4.9% 0.0% 0.0% 26.3% 4.1% 3.7% 9.1% 9.7% 2.7% 9.6%Other 25 17 13 10 12 11 5 14 5 10 12 0 0 25 20 3 2 2 16 6

8.4% 6.9% 8.2% 8.3% 15.4% 8.1% 8.6% 9.4% 5.7% 37.0% 4.5% 0.0% 0.0% 43.9% 11.8% 3.7% 4.5% 6.5% 8.8% 8.2%



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-79



Question 78

(Q60) (Q63) (Q66) (Q69) (Q72)


97.7% 97.3% 98.8% 97.6% 100.0% 100.0% 100.0% 98.0% 100.0% 93.8% 99.2% 100.0% 97.8% 98.2% 98.3% 96.6% 97.8% 96.9% 98.9% 96.1%Under 18 35 30 20 17 12 17 4 22 7 4 29 16 17 2 20 11 4 4 22 7

11.7% 12.0% 12.4% 14.0% 15.0% 12.5% 6.7% 14.8% 8.0% 13.3% 11.0% 10.7% 19.3% 3.6% 11.8% 13.1% 9.1% 12.9% 11.9% 9.6%18 to 24 16 13 6 9 6 6 13 3 0 2 14 5 6 5 10 1 5 1 8 6

5.4% 5.2% 3.7% 7.4% 7.5% 4.4% 21.7% 2.0% 0.0% 6.7% 5.3% 3.3% 6.8% 8.9% 5.9% 1.2% 11.4% 3.2% 4.3% 8.2%25 to 34 81 67 40 25 19 29 27 48 6 12 68 46 17 15 50 19 12 6 46 26

27.1% 26.9% 24.8% 20.7% 23.8% 21.3% 45.0% 32.2% 6.9% 40.0% 25.8% 30.7% 19.3% 26.8% 29.4% 22.6% 27.3% 19.4% 24.9% 35.6%35 to 44 94 76 49 37 29 50 7 51 36 7 87 45 24 24 55 25 14 14 61 16

31.4% 30.5% 30.4% 30.6% 36.3% 36.8% 11.7% 34.2% 41.4% 23.3% 33.0% 30.0% 27.3% 42.9% 32.4% 29.8% 31.8% 45.2% 33.0% 21.9%45 to 54 53 44 34 26 8 19 8 20 24 4 48 27 18 7 25 22 6 4 37 12

17.7% 17.7% 21.1% 21.5% 10.0% 14.0% 13.3% 13.4% 27.6% 13.3% 18.2% 18.0% 20.5% 12.5% 14.7% 26.2% 13.6% 12.9% 20.0% 16.4%55 to 64 15 14 9 4 5 11 1 2 12 1 14 7 5 3 6 5 3 2 7 5

5.0% 5.6% 5.6% 3.3% 6.3% 8.1% 1.7% 1.3% 13.8% 3.3% 5.3% 4.7% 5.7% 5.4% 3.5% 6.0% 6.8% 6.5% 3.8% 6.8%65 to 74 5 5 3 3 1 4 0 3 2 0 4 4 1 0 4 1 0 0 4 1

1.7% 2.0% 1.9% 2.5% 1.3% 2.9% 0.0% 2.0% 2.3% 0.0% 1.5% 2.7% 1.1% 0.0% 2.4% 1.2% 0.0% 0.0% 2.2% 1.4%75 or older 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%35 or older 167 139 95 70 43 84 16 76 74 12 153 83 48 34 90 53 23 20 109 34

55.9% 55.8% 59.0% 57.9% 53.8% 61.8% 26.7% 51.0% 85.1% 40.0% 58.0% 55.3% 54.5% 60.7% 52.9% 63.1% 52.3% 64.5% 58.9% 46.6%Significantly different from column:* HI GI GH

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What is your age?



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Last 6 Months

(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-80



Question 79

(Q60) (Q63) (Q66) (Q69) (Q72)


98.7% 98.4% 98.8% 98.4% 100.0% 100.0% 100.0% 99.3% 100.0% 96.9% 99.6% 100.0% 98.9% 100.0% 99.4% 97.7% 97.8% 100.0% 98.9% 98.7%Male 32 25 19 10 12 16 6 16 10 3 26 18 9 5 21 7 4 5 20 6

10.6% 9.9% 11.8% 8.2% 15.0% 11.8% 10.0% 10.6% 11.5% 9.7% 9.8% 12.0% 10.1% 8.8% 12.2% 8.2% 9.1% 15.6% 10.8% 8.0%Female 270 227 142 112 68 120 54 135 77 28 239 132 80 52 151 78 40 27 165 69


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-81



Question 80

(Q60) (Q63) (Q66) (Q69) (Q72)


97.1% 96.5% 97.5% 96.8% 98.8% 99.3% 98.3% 97.4% 100.0% 93.8% 98.5% 98.7% 97.8% 98.2% 98.8% 94.3% 95.6% 93.8% 98.4% 96.1%8th grade or less 12 10 11 7 5 5 2 7 3 1 11 3 5 4 6 4 2 4 4 4

4.0% 4.0% 6.9% 5.8% 6.3% 3.7% 3.4% 4.7% 3.4% 3.3% 4.2% 2.0% 5.7% 7.1% 3.5% 4.9% 4.7% 13.3% 2.2% 5.5%24 20 16 16 3 10 4 18 2 2 22 12 8 3 10 10 4 2 13 9

8.1% 8.1% 10.1% 13.3% 3.8% 7.4% 6.8% 12.2% 2.3% 6.7% 8.4% 8.1% 9.1% 5.4% 5.8% 12.2% 9.3% 6.7% 7.1% 12.3%102 84 51 44 24 50 16 49 35 10 89 55 30 15 57 30 14 9 66 25

34.3% 34.0% 32.1% 36.7% 30.4% 37.0% 27.1% 33.1% 40.2% 33.3% 34.0% 37.2% 34.1% 26.8% 33.3% 36.6% 32.6% 30.0% 35.9% 34.2%116 99 56 35 33 52 27 53 35 12 104 55 38 22 73 25 18 8 76 27

39.1% 40.1% 35.2% 29.2% 41.8% 38.5% 45.8% 35.8% 40.2% 40.0% 39.7% 37.2% 43.2% 39.3% 42.7% 30.5% 41.9% 26.7% 41.3% 37.0%4-year college graduate 32 26 17 13 8 13 8 15 9 3 27 17 6 9 19 9 4 5 19 6

10.8% 10.5% 10.7% 10.8% 10.1% 9.6% 13.6% 10.1% 10.3% 10.0% 10.3% 11.5% 6.8% 16.1% 11.1% 11.0% 9.3% 16.7% 10.3% 8.2%11 8 8 5 6 5 2 6 3 2 9 6 1 3 6 4 1 2 6 2

3.7% 3.2% 5.0% 4.2% 7.6% 3.7% 3.4% 4.1% 3.4% 6.7% 3.4% 4.1% 1.1% 5.4% 3.5% 4.9% 2.3% 6.7% 3.3% 2.7%

43 34 25 18 14 18 10 21 12 5 36 23 7 12 25 13 5 7 25 814.5% 13.8% 15.7% 15.0% 17.7% 13.3% 16.9% 14.2% 13.8% 16.7% 13.7% 15.5% 8.0% 21.4% 14.6% 15.9% 11.6% 23.3% 13.6% 11.0%

Significantly different from column:* N M





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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-82



Question 81

(Q60) (Q63) (Q66) (Q69) (Q72)


96.4% 96.1% 95.7% 93.5% 97.5% 97.1% 100.0% 97.4% 95.4% 93.8% 97.4% 97.3% 96.7% 100.0% 97.1% 94.3% 97.8% 100.0% 97.3% 93.4%Mother or father 261 218 138 103 67 112 50 136 72 28 228 133 69 54 150 69 41 31 157 65

88.5% 88.6% 88.5% 88.8% 85.9% 84.8% 83.3% 91.9% 86.7% 93.3% 88.0% 91.1% 79.3% 94.7% 89.3% 84.1% 93.2% 96.9% 86.3% 91.5%Grandparent 19 17 9 6 8 11 6 7 5 1 17 7 10 2 9 7 3 1 14 2

6.4% 6.9% 5.8% 5.2% 10.3% 8.3% 10.0% 4.7% 6.0% 3.3% 6.6% 4.8% 11.5% 3.5% 5.4% 8.5% 6.8% 3.1% 7.7% 2.8%Aunt or uncle 4 2 4 2 1 3 1 2 1 0 4 1 3 0 2 2 0 0 2 2

1.4% 0.8% 2.6% 1.7% 1.3% 2.3% 1.7% 1.4% 1.2% 0.0% 1.5% 0.7% 3.4% 0.0% 1.2% 2.4% 0.0% 0.0% 1.1% 2.8%Older brother or sister 1 0 0 1 1 1 1 0 0 1 0 0 0 1 1 0 0 0 1 0

0.3% 0.0% 0.0% 0.9% 1.3% 0.8% 1.7% 0.0% 0.0% 3.3% 0.0% 0.0% 0.0% 1.8% 0.6% 0.0% 0.0% 0.0% 0.5% 0.0%Other relative 2 2 1 1 0 1 0 0 2 0 2 0 2 0 1 1 0 0 2 0

0.7% 0.8% 0.6% 0.9% 0.0% 0.8% 0.0% 0.0% 2.4% 0.0% 0.8% 0.0% 2.3% 0.0% 0.6% 1.2% 0.0% 0.0% 1.1% 0.0%Legal guardian 8 7 4 3 1 4 2 3 3 0 8 5 3 0 5 3 0 0 6 2

2.7% 2.8% 2.6% 2.6% 1.3% 3.0% 3.3% 2.0% 3.6% 0.0% 3.1% 3.4% 3.4% 0.0% 3.0% 3.7% 0.0% 0.0% 3.3% 2.8%Someone else 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Take

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Question 82

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Yes 5 5 3 2 2 2 2 2 1 2 2 3 1 1 3 2 0 0 3 2

3.2% 3.9% 3.6% 3.0% 4.1% 2.7% 6.9% 2.5% 2.4% 11.8% 1.5% 3.5% 2.1% 5.3% 2.9% 5.1% 0.0% 0.0% 2.9% 5.9%No 150 122 80 64 47 72 27 79 41 15 133 83 46 18 102 37 11 15 99 32


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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-84



Question 83

(Q60) (Q63) (Q66) (Q69) (Q72)


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- --- 100.0% 100.0%Read the questions to me 1 1 1 1 0 0 0 1 0 0 1 1 0 0 0 1 0 0 0 1

20.0% 20.0% 33.3% 50.0% 0.0% 0.0% 0.0% 50.0% 0.0% 0.0% 50.0% 33.3% 0.0% 0.0% 0.0% 50.0% --- --- 0.0% 50.0%0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- --- 0.0% 0.0%1 1 1 0 0 1 1 0 0 0 1 0 1 0 1 0 0 0 1 0

20.0% 20.0% 33.3% 0.0% 0.0% 50.0% 50.0% 0.0% 0.0% 0.0% 50.0% 0.0% 100.0% 0.0% 33.3% 0.0% --- --- 33.3% 0.0%1 1 0 0 1 0 1 0 0 1 0 0 0 1 1 0 0 0 0 1

20.0% 20.0% 0.0% 0.0% 50.0% 0.0% 50.0% 0.0% 0.0% 50.0% 0.0% 0.0% 0.0% 100.0% 33.3% 0.0% --- --- 0.0% 50.0%Helped in some other way 2 2 1 1 1 1 0 1 1 1 0 2 0 0 1 1 0 0 2 0

40.0% 40.0% 33.3% 50.0% 50.0% 50.0% 0.0% 50.0% 100.0% 50.0% 0.0% 66.7% 0.0% 0.0% 33.3% 50.0% --- --- 66.7% 0.0%



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Base: All respondents who received help completing this survey (Q82) (Please note that members who responded on the phone were not asked this question.)



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(Q74) (Q76) (Q77) (Q58) (Q7)

2016


Chronic-85

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL IV

SURVEY MATERIALS

CSS ProcessingPO Box 10810Herndon, VA 20172-9904

AET-r

PresortedFirst Class

U.S. PostagePAID

Permit #5745Baltimore, MD

How can Aetna Better Health® of Louisiana serve your family better? How can people choose the health care plan that is best for them?

This survey gives you the chance to tell us what you think about the services we provide to your child at Aetna Better Health® of Louisiana. It will take less than 20 minutes to complete. The person who knows the most about your child’s health care should fill out the survey.

The survey is part of a national project by the National Committee for Quality Assurance (NCQA), a non-profit group that helps people learn more about health care plans.

The Center for the Study of Services (CSS) is an independent research firm that is helping us conduct the survey. No one but the staff at CSS and NCQA will see your answers. Your answers will not have your name on them and will be part of a pool of information from others like you. Please call the toll-free number 1-800-874-5561 or e-mail CSS at [email protected] if you have any questions.

Because we are asking only a few people to take the survey, it is very important that you fill out the survey and return it right away. Please use the pre-paid envelope to return the survey.

Thank you for helping to make health care better for all children.

Sincerely,

Salli DuncanChief Executive Officer

AETLA7_1

About three weeks ago, we sent you a survey about the services we give your child at Aetna Better Health® of Louisiana. If you sent your survey back, thank you for your help! You can ignore this letter.

We sent you another survey, just in case you misplaced the first one. Please take a little time to complete it. It should take you less than 20 minutes. The person who knows the most about your child’s health care should fill out the survey.



Other families across the country are filling out the same survey. Because we asked only a few people to take the survey, it is very important that you fill out the survey and return it right away. Please return it in the pre-paid envelope.

Thank you for helping to improve health care for all children.

Sincerely,

Salli DuncanChief Executive Officer

AETLA7_3

We need your help! Recently, we sent you a short survey about your child’s health care. Your answers will help to improve the services we provide to children. The survey will also help other people learn more about health care plans, but it will help only if everyone who gets the survey sends it back.

After you finish the survey, please return it in the pre-paid envelope to the Center for the Study of Services (CSS), a research firm working with us on this survey.

If you did not get the survey, or if you misplaced it, please call CSS at the toll-free number 1-800-874-5561 or e-mail them at [email protected]. They will mail you another one. You can also call that number if you have any questions.

If you have already sent in your survey, thank you! You can ignore this reminder.

Thanks again for your help!


PRST FIRST CLASSU.S. POSTAGE

PAIDBALTIMORE, MD

PERMIT 5745

AET247

1. OurrecordsshowthatyourchildisnowinAetnaBetterHealth® of Louisiana. Is that right?

1 Yes → If Yes, Go to Question 32 No

2. What is the name of your child’s health plan? (Please print)

_______________________________________________________

Your Child’s Health Care in the Last 6 MonthsThese questions ask about your child’s health care. Do not include care your child got when he or she stayed overnight in a hospital. Do not include the times your child went for dental care visits.

3. In the last 6 months, did your child have an illness, injury, or conditionthatneeded care right away in a clinic, emergency room,ordoctor’soffice?

1 Yes2 No → If No, Go to Question 5

4. In the last 6 months, when your child needed care right away,howoftendidyourchildgetcareassoonasheorsheneeded?

Never Sometimes Usually Always1 2 3 4

5. In the last 6 months, did you make any appointments for a check-uporroutinecareforyourchildatadoctor’sofficeorclinic?


6. In the last 6 months, when you made an appointment for a check-uporroutinecareforyourchildatadoctor’sofficeorclinic,howoftendidyougetanappointmentassoonasyourchild needed?


Please answer the questions for the child listed on the envelope. Please do not answer for any other children.

7. In the last 6 months, notcountingthetimesyourchildwenttoanemergencyroom,howmanytimesdidheorshegotoadoctor’sofficeorclinictogethealthcare?

0 None → If None, Go to Question 1611time2 23 34 45 5 to 9610ormoretimes

8. In the last 6 months, did you and your child’s doctor or other healthprovidertalkaboutspecificthingsyoucoulddotoprevent illness in your child?

1 Yes2 No

9. Inthelast6months,howoftendidyouhaveyourquestionsanswered by your child’s doctors or other health providers?


10. In the last 6 months, did you and your child’s doctor or other healthprovidertalkaboutstartingorstoppingaprescriptionmedicine for your child?


11. Did you and a doctor or other health provider talk about the reasons you might want your child to take a medicine?

1 Yes2 No

12. Did you and a doctor or other health provider talk about the reasons you might not want your child to take a medicine?

1 Yes2 No

13. Whenyoutalkedaboutyourchildstartingorstoppingaprescriptionmedicine,didadoctororotherhealthproviderask you what you thought was best for your child?

1 Yes2 No

Answer each question by marking the box to the left of your answer.

You are sometimes told to skip over some questions in this survey. When this happens you will see an arrow with a note that tells you what question to answer next, like this:


Personally identifiable information will not be made public and will only be released in accordance with federal laws and regulations.

You may choose to answer this survey or not. If you choose not to, this will not affect the benefits you get. You may notice a number on the cover of this survey. This number is ONLY used to let us know if you returned your survey so we don’t have to send you reminders.

If you want to know more about this study, please call 1-800-874-5561.

Survey Instructions

✓

2016

AETLA7

14. Usinganynumberfrom0to10,where0istheworsthealthcare possible and 10 is the best health care possible, what number would you use to rate all your child’s health care in the last 6 months?

0 1 2 3 4 5 6 7 8 9 10

Worst health care Best health carepossible possible

15. Inthelast6months,howoftenwasiteasytogetthecare,tests, or treatment your child needed?


16. Is your child now enrolled in any kind of school or daycare?


17. In the last 6 months, did you need your child’s doctors or other health providers to contact a school or daycare center about your child’s health or health care?


18. In the last 6 months, did you get the help you needed from yourchild’sdoctorsorotherhealthprovidersincontactingyour child’s school or daycare?

1 Yes2 No

Specialized Services19. Specialmedicalequipmentordevicesincludeawalker,

wheelchair,nebulizer,feedingtubes,oroxygenequipment.In the last 6 months, did you get or try to get any special medicalequipmentordevicesforyourchild?


20. Inthelast6months,howoftenwasiteasytogetspecialmedicalequipmentordevicesforyourchild?


21. Didanyonefromyourchild’shealthplan,doctor’soffice,orclinichelpyougetspecialmedicalequipmentordevicesforyour child?

1 Yes2 No

22. In the last 6 months, did you get or try to get special therapy suchasphysical,occupational,orspeechtherapyforyourchild?


23. Inthelast6months,howoftenwasiteasytogetthistherapy for your child?


24. Didanyonefromyourchild’shealthplan,doctor’soffice,orclinic help you get this therapy for your child?

1 Yes2 No

25. In the last 6 months, did you get or try to get treatment or counselingforyourchildforanemotional,developmental,orbehavioral problem?


26. Inthelast6months,howoftenwasiteasytogetthistreatment or counseling for your child?


27. Didanyonefromyourchild’shealthplan,doctor’soffice,or clinic help you get this treatment or counseling for your child?

1 Yes2 No

28. In the last 6 months, did your child get care from more than one kind of health care provider or use more than one kind of health care service?


29. In the last 6 months, did anyone from your child’s health plan,doctor’soffice,orclinichelpcoordinateyourchild’scareamongthesedifferentprovidersorservices?

1 Yes2 No

Your Child’s Personal Doctor30. A personal doctor is the one your child would see if he or she

needs a check-up, has a health problem, or gets sick or hurt. Does your child have a personal doctor?


31. Inthelast6months,howmanytimesdidyourchildvisithisor her personal doctor for care?

0 None → If None, Go to Question 41 11time2 23 34 45 5 to 9610ormoretimes

32. Inthelast6months,howoftendidyourchild’spersonaldoctor explain things about your child’s health in a way that was easy to understand?


33. Inthelast6months,howoftendidyourchild’spersonaldoctor listen carefully to you?


34. Inthelast6months,howoftendidyourchild’spersonaldoctor show respect for what you had to say?


35. Is your child able to talk with doctors about his or her health care?


36. Inthelast6months,howoftendidyourchild’spersonaldoctor explain things in a way that was easy for your child to understand?


37. Inthelast6months,howoftendidyourchild’spersonaldoctorspendenoughtimewithyourchild?


38. In the last 6 months, did your child’s personal doctor talk with you about how your child is feeling, growing, or behaving?

1 Yes2 No

39. In the last 6 months, did your child get care from a doctor or other health provider besides his or her personal doctor?


40. Inthelast6months,howoftendidyourchild’spersonaldoctor seem informed and up-to-date about the care your child got from these doctors or other health providers?


41. Usinganynumberfrom0to10,where0istheworstpersonal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your child’s personal doctor?

0 1 2 3 4 5 6 7 8 9 10

Worst personal doctor Best personal doctorpossible possible

42. Does your child have any medical, behavioral, or other health conditionsthathavelastedformorethan3 months?


43. Does your child’s personal doctor understand how these medical,behavioral,orotherhealthconditionsaffectyourchild’s day-to-day life?

1 Yes2 No

44. Does your child’s personal doctor understand how your child’smedical,behavioral,orotherhealthconditionsaffectyour family’s day-to-day life?

1 Yes2 No

Getting Health Care from SpecialistsWhen you answer the next questions, do not include dental visits or care your child got when he or she stayed overnight in a hospital.

45. Specialists are doctors like surgeons, heart doctors, allergy doctors, skin doctors, and other doctors who specialize in one area of health care. In the last 6 months, did you make any appointments for your child to see a specialist?


46. Inthelast6months,howoftendidyougetanappointmentfor your child to see a specialist as soon as you needed?


47. How many specialists has your child seen in the last 6 months?

0 None → If None, Go to Question 49 1 1 specialist2 23 34 45 5 or more specialists

48. Wewanttoknowyourratingofthespecialistyourchildsawmostofteninthelast6months.Usinganynumberfrom 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate that specialist?

0 1 2 3 4 5 6 7 8 9 10

Worst specialist Best specialistpossible possible

Your Child’s Health PlanThe next questions ask about your experience with your child’s health plan.

49. Inthelast6months,didyougetinformationorhelpfromcustomer service at your child’s health plan?


50. Inthelast6months,howoftendidcustomerserviceatyourchild’shealthplangiveyoutheinformationorhelpyouneeded?


51. Inthelast6months,howoftendidcustomerservicestaffatyour child’s health plan treat you with courtesy and respect?


52. In the last 6 months, did your child’s health plan give you any formstofillout?


53. Inthelast6months,howoftenweretheformsfromyourchild’shealthplaneasytofillout?


54. Usinganynumberfrom0to10,where0istheworsthealthplan possible and 10 is the best health plan possible, what number would you use to rate your child’s health plan?

0 1 2 3 4 5 6 7 8 9 10

Worst health plan Best health planpossible possible

Prescription Medicines55. Inthelast6months,didyougetorrefillanyprescription

medicines for your child?


56. Inthelast6months,howoftenwasiteasytogetprescriptionmedicinesforyourchildthroughhisorherhealth plan?


57. Didanyonefromyourchild’shealthplan,doctor’soffice,orclinichelpyougetyourchild’sprescriptionmedicines?

1 Yes2 No

About Your Child and You58. In general, how would you rate your child’s overall health?

1 Excellent2 Very good3 Good4 Fair5 Poor

59. In general, how would you rate your child’s overall mental or emotional health?


GEN7

74. What is your child’s age?

00 Less than 1 year old

________ YEARS OLD (write in)

75. Is your child male or female?

1 Male2 Female

76. IsyourchildofHispanicorLatinooriginordescent?

1Yes,HispanicorLatino2No,notHispanicorLatino

77. What is your child’s race? Mark one or more.

a White b Black or African-Americanc Asian dNativeHawaiianorotherPacificIslandereAmericanIndianorAlaskaNativef Other

78. What is your age?

0Under181 18 to 242 25 to 343 35 to 444 45 to 545 55 to 646 65 to 747 75 or older

79. Are you male or female?

1 Male2 Female

80. What is the highest grade or level of school that you have completed?

1 8th grade or less 2 Some high school, but did not graduate3 High school graduate or GED4 Some college or 2-year degree5 4-year college graduate6 More than 4-year college degree

81. How are you related to the child?

1 Mother or father2 Grandparent3 Aunt or uncle4 Older brother or sister5Otherrelative6 Legal guardian7 Someone else

82. Did someone help you complete this survey?

1 Yes → If Yes, Go to Question 832 No → Thank you. Please return the completed

survey in the postage-paid envelope.

83. How did that person help you? Mark one or more.

aReadthequestionstomeb Wrote down the answers I gavecAnsweredthequestionsformedTranslatedthequestionsintomylanguagee Helped in some other way

60. Does your child currently need or use medicine prescribed by a doctor (other than vitamins)?


61. Is this because of any medical, behavioral, or other health condition?


62. Isthisaconditionthathaslastedorisexpectedtolastforatleast 12 months?

1 Yes2 No

63. Does your child need or use more medical care, more mental healthservices,ormoreeducationalservicesthanisusualformost children of the same age?





1 Yes2 No

66. Is your child limited or prevented in any way in his or her ability to do the things most children of the same age can do?





1 Yes2 No

69. Does your child need or get special therapy such as physical, occupational,orspeechtherapy?





1 Yes2 No

72. Doesyourchildhaveanykindofemotional,developmental,or behavioral problem for which he or she needs or gets treatment or counseling?


73. Has this problem lasted or is it expected to last for at least 12 months?

1 Yes2 No

Please return the completed survey in the postage-paid envelope to:

Center for the Study of Services PO Box 10810 Herndon, VA 20172-9904

Please do not include any other correspondence.

Thank You

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL V

NCQA CALCULATION GUIDELINES FOR RATING AND COMPOSITE MEANS AND GLOBAL PROPORTIONS

NCQA’s HEDIS 2016, Volume 3: Specifications for Survey Measures contains detailed guidelines for calculation of survey results. These guidelines include:

Criteria for including a survey in the results calculation. A questionnaire must have the final disposition code of Complete and Valid Survey to be included in

the calculation of plan-level scores.

Rules for handling appropriately answered questions (i.e., questions that comply with survey skip-pattern instructions).

Rules for handling inappropriately answered questions (e.g., unanswered questions, multiple-mark questions, questions that should have been skipped,

and questions within a skip pattern of an inappropriately answered or skipped gate item).

Denominator reporting thresholds. Health plans must achieve a denominator of at least 100 responses to obtain a reportable result. If the denominator for

a particular survey result calculation is less than 100, NCQA assigns a measure result of “NA”.

Rules for calculating denominators for questions and composites. The denominator for a question is equal to the total number of responses to that

question. The denominator for a composite is the average number of responses across all questions in the composite.

Rules for calculating rolling average composites and question summary rates.

Rules for handling changes in submission entity (i.e., if a health plan changes how it reports HEDIS/CAHPS results from one year to the next.)

MEAN SCORES (COMPOSITES, RATINGS, AND COORDINATION OF CARE)

Mean scores serve as the basis for NCQA Accreditation scoring. They range from 1 to 3, where 1 is the lowest possible score and 3 is the highest possible score.

There are two steps needed to calculate single-item (ratings and Coordination of Care) mean scores and three steps to calculate composite mean scores:

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VI

Step 1

Convert member responses to score values of 1, 2, or 3 according to the following rules:



Ratings 0 to 6 = 1; 7 or 8 = 2; 9 or 10 = 3

Step 2

For a rating question, calculate the mean of all responses. This is the rating mean. Follow the same procedure for the Coordination of Care measure. For a

composite, calculate the mean or all responses for each question in the composite.

Step 3 (Composite Measures Only)

Calculate the mean of the question means. This is the composite mean. (Note: each question in a composite is weighted equally, regardless of how many

members respond.)

The step-by-step calculation of the Getting Care Quickly composite mean score is illustrated in the example for the Adult Commercial product line below.

This composite score is comprised of two questions, Q4 and Q6. Suppose the following member responses were collected:

Member Q4 Q6

1 Usually (2) Never (1)

2 Sometimes (1) Always (3)

3 Always (3)

4 Usually (2) Usually (2)

5 Always (3) Always (3)

Missing responses are not assigned any values, and are not included in the denominator.

After the mean response for each question is calculated, the composite mean score, which is a mean of the means, is calculated.

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VII

MEANQ4 = (2 + 1 + 3 + 2 + 3) / 5 = 11 / 5 = 2.2000

MEANQ6 = (1 + 3 + 2 + 3) / 4 = 9 / 4 = 2.2500

MEANcomposite = (2.2000 + 2.2500) / 2 = 2.2250

In this example, the Getting Care Quickly composite mean score is 2.2250.

COMPOSITE GLOBAL PROPORTIONS

Global Proportions are average proportions of respondents who gave the plan a favorable rating on each question in a composite. There are three steps

needed to calculate the composite global proportion:

Step 1

For each question in a composite, count the number of members who selected a favorable response option:

For all composite questions except those in the Shared Decision Making composite, the favorable responses are Usually and Always.

For the Shared Decision Making questions, the favorable response is Yes.

Step 2

For each question, determine the proportion of respondents rating favorably (i.e., Usually/Always or Yes).

Step 3

Calculate the average proportion rating favorably across all the questions in the composite. These are the composite global proportions. Note: each question in

a composite is weighted equally, regardless of how many members respond.

Using the example above, here is an illustration of the step-by-step calculation of the Getting Care Quickly composite global proportion. Missing responses are

not included in the denominator.

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VIII

Response option Q4 Q6 Global Proportion

Never or Sometimes 1 / 5 = 0.20 1 / 4 = 0.25 (0.20 + 0.25) / 2 = 0.2250

Usually 2 / 5 = 0.40 1 / 4 = 0.25 (0.40 + 0.25) / 2 = 0.3250

Always 2 / 5 = 0.40 2 / 4 = 0.50 (0.40 + 0.50) / 2 = 0.4500

Always or Usually 4 / 5 = 0.80 3 / 4 = 0.75 (0.80 + 0.75) / 2 = 0.7750

Therefore, 80.00 percent and 75.00 percent of members respectively provided favorable responses to the Getting Care Quickly questions Q4 and Q6. Averaging

these two proportions yields the global proportion score of 77.50 percent for the Getting Care Quickly composite.

Report of Results of


2016 HEDIS®/CAHPS® Health Plan Survey

Adult Medicaid Version

for Medicaid Members Enrolled as of December 31, 2015


Table of Contents

What’s New in 2016 ...........................................................................................................................................................................................5

NCQA 2016 HEDIS/CAHPS Survey Updates ............................................................................................................................................................................ 5

Updates to the 2016 CSS HEDIS/CAHPS Health Plan Survey Report ...................................................................................................................................... 6

About This Report ..............................................................................................................................................................................................7

HEDIS/CAHPS 5.0H Health Plan Survey ...............................................................................................................................................................9

Background............................................................................................................................................................................................................................. 9

Executive Summary .............................................................................................................................................................................................................. 10

CAHPS Ratings and Composites Showing Statistically Significant Improvements or Declines Compared to 2015 ....................................................... 10

CAHPS Ratings and Composites Showing Statistically Significant Differences from National Benchmarks .................................................................. 10

Change in Plan's Estimated NCQA Accreditation Percentiles from 2015 to 2016 ........................................................................................................ 10

Top Priorities for Quality Improvement Identified in Key Driver Analysis .................................................................................................................... 10

Survey Administration Protocol ........................................................................................................................................................................................... 12

Survey Materials ................................................................................................................................................................................................................... 12

Sample Selection .................................................................................................................................................................................................................. 13

Data Capture ........................................................................................................................................................................................................................ 13

Member Dispositions and Response Rate ............................................................................................................................................................................ 14

Exhibit 1. 2016 ABH of LA Adult Medicaid CAHPS Survey: Sample Member Dispositions and Response Rate ............................................................ 14

Satisfaction with the Experience of Care Domain ............................................................................................................................................. 15

Measures .............................................................................................................................................................................................................................. 15


Question Summary Rates and Composite Global Proportions ..................................................................................................................................... 17

Rating and Composite Means ....................................................................................................................................................................................... 17


NCQA Minimum Denominator Size ............................................................................................................................................................................... 18

Comparisons to National Benchmarks and Prior-Year Plan Results .............................................................................................................................. 18

Summary of Survey Results .................................................................................................................................................................................................. 18

Exhibit 2. 2016 ABH of LA Adult Medicaid CAHPS Survey: Summary of Results on Key Measures .............................................................................. 19

Detailed Performance Charts ............................................................................................................................................................................................... 20

Trend in Plan Results ..................................................................................................................................................................................................... 20

Comparison to NCQA Performance Benchmarks and Percentiles ................................................................................................................................ 20

Effectiveness of Care Domain ........................................................................................................................................................................... 42

Measures .............................................................................................................................................................................................................................. 42

Flu Vaccinations for Adults Ages 18–64 (FVA)............................................................................................................................................................... 42

Medical Assistance with Smoking and Tobacco Use Cessation (MSC) .......................................................................................................................... 42

Aspirin Use and Discussion (ASP) .................................................................................................................................................................................. 42


Effectiveness of Care Results ................................................................................................................................................................................................ 43

Exhibit 3. 2016 ABH of LA Adult Medicaid CAHPS Survey: Effectiveness of Care Results ............................................................................................. 44

Analysis of Member Characteristics ................................................................................................................................................................. 45

Health Status and Demographics ......................................................................................................................................................................................... 46

Use of Services ..................................................................................................................................................................................................................... 51

Scoring for NCQA Accreditation ....................................................................................................................................................................... 55

Calculation of Mean Scores .................................................................................................................................................................................................. 55

Three-Year Trend in Accreditation Means ........................................................................................................................................................................... 56

Key Driver Analysis .......................................................................................................................................................................................... 60

Objectives ............................................................................................................................................................................................................................. 60

Technical Approach .............................................................................................................................................................................................................. 60


Industry View ................................................................................................................................................................................................................ 60

Key Driver Model Development .................................................................................................................................................................................... 61

Industry Key Driver Model ................................................................................................................................................................................................... 62

Opportunities for Plan Quality Improvement ...................................................................................................................................................................... 63

Exhibit 4. 2016 ABH of LA Adult Medicaid CAHPS Survey: Key Areas and Priorities for Improvement ........................................................................ 64

Health Plan Quality Improvement Resources for Key Drivers .............................................................................................................................................. 65

Improving Access to Care: Scheduling Appointments for Routine Care and the Ease of Getting Needed Care, Tests, or Treatment (Q5 & Q14) ...... 65

Improving Saliency, Availability, and Clarity of Health Plan Information in Written Materials or Internet (Q28 & Q29) ............................................. 66

Improving Ability of Customer Service to Provide Members with Information or Help (Q31) ..................................................................................... 67

Improving Quality of Physicians in Health Plan Network (Q23 & Q27) ......................................................................................................................... 68

Appendix ........................................................................................................................................................................................................... I

Survey Results at a Glance ..................................................................................................................................................................................................... II

Cross-Tabulations of Survey Responses ................................................................................................................................................................................ III

Survey Materials .................................................................................................................................................................................................................... IV

NCQA Calculation Guidelines for Rating and Composite Means and Global Proportions ..................................................................................................... V

Mean Scores (Composites, Ratings, and Coordination of Care) ...................................................................................................................................... V

Composite Global Proportions ...................................................................................................................................................................................... VII


WHAT’S NEW IN 2016

NCQA 2016 HEDIS/CAHPS SURVEY UPDATES

NCQA introduced the following changes to the HEDIS/CAHPS survey methodology this year:

The sampling methodology was revised to employ systematic (instead of random) sampling to ensure that survey samples could be reproduced and

audited. Deduplication of household members now occurs after the sample is drawn. Duplicate household members are retained in the sample, but are

flagged as ineligible and are not contacted during survey data collection.

The NCQA response rate formula was updated to remove duplicate household members from the denominator.

The definition of Complete and Valid Survey was revised to include a requirement that at least three of the following five questions be answered

appropriately: Q3, Q15, Q24, Q28, and Q35 (a copy of the survey is provided in the Appendix). A new disposition code (Non-Response: Incomplete) was

introduced to flag partially completed surveys that do not meet this requirement. Note that this change in the definition of Complete and Valid Survey

effectively reduces the numerator of the NCQA response rate formula.

Disenrolled members identified by the plan after data collection commences may no longer be removed from the survey protocol or designated as survey-

ineligible. (Prior to 2016, such members were subtracted from the denominator of the NCQA response rate formula.)

For health plans electing to oversample, the restriction that oversampling rates be in increments of five percent was removed.

The maximum number of call attempts during the telephone phase of the mixed methodology protocol was set at six.

Under the Telephone Consumer Protection Act (TCPA), survey vendors must now maintain a Do Not Survey List for members that refuse to participate.

Members who indicate they do not wish to be contacted by telephone must remain on the vendor’s Do Not Survey list for at least five years.

The Continuous Enrollment survey eligibility criterion was revised. Switching enrollment between PPO and other products is no longer considered a gap in

enrollment.

The Exclusive Provider Organization (EPO) was added as a separate product.

Coordination of Care was added to NCQA Accreditation scoring.


UPDATES TO THE 2016 CSS HEDIS/CAHPS HEALTH PLAN SURVEY REPORT

In 2016, CSS introduced the following updates and enhancements to your HEDIS/CAHPS Health Plan Survey report:

The report includes your plan’s estimated 2016 NCQA Accreditation percentile for Coordination of Care.

The Key Driver Model was updated on the basis of the most current industry data.

An updated and expanded Health Plan Quality Improvement Resource Guide is included.


ABOUT THIS REPORT

The key features of this 2016 HEDIS/CAHPS report, prepared by CSS for Aetna Better Health of Louisiana, hereafter referred to as ABH of LA, are highlighted

below.

All survey results presented in this report were calculated by CSS following the NCQA guidelines published in HEDIS 2016, Volume 3: Specifications for

Survey Measures. To support the plan’s quality improvement efforts, results are presented for all measures, regardless of whether the plan submits survey

data to NCQA or achieves the NCQA-required minimum of 100 valid responses. Any result shown in this report that does not meet the NCQA reporting

threshold of 100 valid responses is marked as “NA”.

Throughout the report, 2016 ABH of LA results are compared to national benchmark scores, represented by the 2016 CSS Adult Medicaid Average and the

2015 NCQA Adult Medicaid National Average for All Lines of Business (LOBs). The 2016 CSS Adult Medicaid Average is calculated by pooling survey

responses across nine representative Adult Medicaid plans surveyed by CSS. The 2015 NCQA Adult Medicaid National Average (All LOBs) is made up of

Adult Medicaid plans that submitted data to NCQA last year.

Executive Summary provides a high-level overview of survey findings for ABH of LA. This section highlights areas of plan performance that are significantly

above or below national benchmarks. If prior-year survey results are available, any statistically significant improvements or declines on key survey

measures and changes in the plan’s NCQA Accreditation percentiles are also noted. The plan’s top priorities for quality improvement based on CSS’s Key

Driver Analysis are identified.

Summary of Survey Results presents the plan’s scores on key survey measures, including question summary rates (QSRs), global proportions, means, and

NCQA Accreditation percentiles; changes in QSR and global proportion scores from the previous year (if applicable); and comparisons to relevant national

benchmarks. Statistically significant differences in scores are noted.

Detailed Performance Charts are provided for the rating questions, composite measures, and individual survey items representing the various CAHPS

domains of care. The plan’s 2016 QSRs and global proportions are compared to the 2016 CSS Adult Medicaid Average on all measures. Where appropriate,

the 2016 QSRs and global proportions are compared to the 2015 NCQA Adult Medicaid National Average (All LOBs) and performance percentiles,

calculated by NCQA. Where available, a three-year trend in plan scores is also shown.

Scoring for NCQA Accreditation presents the plan’s mean scores on relevant measures, which are used by NCQA for Accreditation scoring. If applicable

and/or available, a three-year trend in the plan’s scores is shown. The plan’s 2016 Accreditation percentile is provided for all measures that meet the

NCQA reporting threshold of 100 valid responses. This section of the report is limited to those measures that are scored for NCQA Accreditation.


Analysis of Member Characteristics compares the plan’s respondent profile to the national distribution of demographic characteristics and utilization

variables (e.g., number of doctor visits, number of specialists seen, etc.). Variation in health plan ratings by member segment is examined.

A one-page summary of the Effectiveness of Care measures includes comparisons to the plan’s prior-year rates (if available) as well as to the 2016 CSS

Adult Medicaid Average rates. All rates are calculated according to the NCQA guidelines, but are presented regardless of their eligibility for NCQA

reporting.

Key Driver Analysis identifies the areas or dimensions of health plan performance that are closely related to the overall rating of the plan. The CSS Key

Driver Model quantifies the contribution of each performance area to the overall evaluation of the plan. ABH of LA results on each key driver are compared

to the highest score among the nine Adult Medicaid plans contributing to the 2016 CSS Adult Medicaid Average, yielding a measure of available room for

improvement in each area. The result is then weighted by the key driver’s contribution to the overall Rating of Health Plan score. Opportunities for

improvement are prioritized based on the expected improvement in the overall health plan rating score due to improved performance on the key driver

measure. A separate section of the report highlights some helpful resources for health plan quality improvement.

The Appendix includes:

Survey Results at a Glance;

Detailed cross-tabulations of survey responses for every survey question, with additional tables summarizing performance on key survey measures;

Copies of survey materials; and

Step-by-step guidelines for calculating composite and rating mean scores and global proportions.


HEDIS/CAHPS 5.0H HEALTH PLAN SURVEY

BACKGROUND

Introduced by the Agency for Healthcare Research and Quality (AHRQ) in the mid-1990s, the Consumer Assessment of Healthcare Providers and Systems

(CAHPS) program encompasses the full range of standardized surveys that ask consumers and patients to report on and evaluate their experiences with health

care. These surveys cover topics that are important to consumers, such as accessibility of services and communication skills of providers.

The National Committee for Quality Assurance (NCQA) uses the Health Plan CAHPS survey in its Health Plan Accreditation Program as part of the Healthcare

Effectiveness Data and Information Set (HEDIS). HEDIS measures health plan performance on important dimensions of care and service and is designed to

provide purchasers and consumers with the information they need to reliably compare the performance of health care plans. For health plans seeking NCQA

Accreditation, the Health Plan CAHPS survey represents the member satisfaction component of the HEDIS measurement set. The survey measures member

Satisfaction with the Experience of Care and gives a general indication of how well the health plan meets members’ expectations. Surveyed members are asked

to rate various aspects of the health plan based on their experience with the plan during the previous six months. In addition, the survey is used to collect data

on several measures from the Effectiveness of Care domain.

In 2013, NCQA updated the CAHPS survey questionnaire from version 4.0H to version 5.0H. Revisions included changes to the number, placement, and wording

of survey questions for consistency across CAHPS survey products. This is the fourth year of data collection using CAHPS 5.0H version of the survey instrument.


EXECUTIVE SUMMARY

CSS administered the Adult Medicaid version of the 2016 HEDIS/CAHPS Health Plan Survey on behalf of ABH of LA between February 19 and May 11, 2016. The

final survey sample for ABH of LA included 1,458 members. 300 members completed the survey, resulting in the NCQA response rate of 22.64 percent. This

section highlights some of the key survey findings, including statistically significant improvements or declines on reportable CAHPS ratings and composites

compared to 2015 (if applicable) and differences from national benchmarks. Results are based on the rates of members answering 8, 9, or 10 for ratings; Yes

for the Shared Decision Making composite; and Usually or Always for all other composites. Statistical significance tests were conducted at the 95% confidence

level. Changes in the plan’s estimated NCQA Accreditation percentiles from 2015 (if applicable) as well as its top priorities for quality improvement are also

listed.

CAHPS RATINGS AND COMPOSITES SHOWING STATISTICALLY SIGNIFICANT IMPROVEMENTS OR DECLINES COMPARED TO 2015

Reportable Plan Rate IMPROVED Reportable Plan Rate DECLINED


CAHPS RATINGS AND COMPOSITES SHOWING STATISTICALLY SIGNIFICANT DIFFERENCES FROM NATIONAL BENCHMARKS

Reportable Plan Rate ABOVE National Benchmark Reportable Plan Rate BELOW National Benchmark

None None

None None

National Benchmark: 2016 CSS Adult Medicaid Average

National Benchmark: 2015 NCQA Adult Medicaid National Average, All LOBs

CHANGE IN PLAN'S ESTIMATED NCQA ACCREDITATION PERCENTILES FROM 2015 TO 2016

NCQA Accreditation Percentile IMPROVED or 90th Percentile MAINTAINED NCQA Accreditation Percentile DECLINED


TOP PRIORITIES FOR QUALITY IMPROVEMENT IDENTIFIED IN KEY DRIVER ANALYSIS

CSS’s Key Driver Analysis identifies the areas of health plan performance and aspects of member experience that shape members’ overall assessment of the

plan. To the extent that these areas or experiences can be improved, the overall rating of the plan can be expected to improve as a result. Quality


improvement opportunities with the highest return on investment for your plan are identified below. Effective interventions in these areas have the greatest

potential impact on the Rating of Health Plan score.

1. Improving member access to care (ease of getting needed care, tests, or treatment)

2. Reducing need and level of effort required to search for information in plan's written materials/on the Internet

3. Improving the ability of the health plan customer service to provide members with necessary information or help

4. Improving member access to care (scheduling appointments for routine care)

5. Improving the quality of physicians in health plan network (personal doctors)

Top Priorities for Health Plan Quality Improvement

The remainder of this report examines these and other findings in greater detail.


SURVEY ADMINISTRATION PROTOCOL

CSS administered the Adult Medicaid version of the 2016 HEDIS/CAHPS Health Plan Survey on behalf of ABH of LA in accordance with the NCQA methodology

detailed in HEDIS 2016, Volume 3: Specifications for Survey Measures and Quality Assurance Plan for HEDIS 2016 Survey Measures. Health plans administering

the survey may choose between a mail-only methodology and a mixed (mail with telephone follow-up) methodology. Both of these standard survey protocols

include two questionnaire mailings, each followed by a reminder postcard. For plans following the mail-only protocol, non-respondents are sent a third, final

survey mailing. Non-respondents from the mixed-methodology samples are contacted by telephone.

ABH of LA opted for the mixed methodology. The standard data collection protocol consisted of the following milestones:

An initial questionnaire with cover letter, which was mailed on February 19;

An initial reminder/thank-you postcard, which was mailed on February 24;

A replacement questionnaire with cover letter, which was mailed on March 25;

An additional reminder/thank-you postcard, which was mailed on March 30; and

A telephone follow-up phase targeting non-respondents, with up to six telephone follow-up attempts spaced at different times of the day and on different

days of the week, which started on April 14.

Data collection closed on May 11, 2016. Data for the plan were submitted to NCQA on May 27, 2016.

SURVEY MATERIALS

The complete set of survey materials used for ABH of LA is provided in the Appendix. CSS designed survey materials for ABH of LA following the NCQA

specifications detailed in HEDIS 2016, Volume 3: Specifications for Survey Measures and Quality Assurance Plan for HEDIS 2016 Survey Measures. All of the

elements of the survey package, including the questionnaire, cover letters, postcards, and envelopes, were approved by NCQA prior to the initial mailing. The

name and logo of the plan appeared on all of the mailing materials. The carrier envelope used for the replacement questionnaires was marked ‘FINAL

REMINDER’ to enhance response rates. Each survey package included a postage-paid return envelope.


SAMPLE SELECTION

CSS followed NCQA’s new systematic sampling protocol to generate the survey sample for ABH of LA. Sample-eligible members were defined as plan members

who were 18 years old or older as of December 31, 2015; were currently enrolled; had been continuously enrolled for six months (with no more than one

enrollment break of 45 days or less); and whose primary coverage was through Medicaid. Prior to sampling, CSS carefully inspected the member file(s)

provided by the plan and informed the plan of any errors or irregularities found (such as missing address elements or subscriber numbers). Once the quality

assurance process had been completed, CSS processed member addresses through the USPS National Change of Address (NCOA) service to ensure that the

mailing addresses were up-to-date. The final sample was generated following the NCQA-specified methodology, with no more than one member per

household selected to receive the survey. CSS assigned each sampled member a unique identification number, which was used to track their progress

throughout the data collection process.

NCQA’s revised sampling methodology prevents plans from identifying disenrolled members after the start of survey administration. Plans that were unable to

identify disenrollees prior to December 31, 2015 were still advised to increase their sample size by a factor sufficient to compensate for members expected to

have left the plan by the time the survey was fielded. Under the new rules those members would still be administered the full survey protocol. Plans could also

choose to oversample to receive more completed surveys.

The NCQA-prescribed sample size for health plans administering the Adult Medicaid version of the survey is 1,350 members. ABH of LA chose to oversample by

8 percent. The final survey sample for ABH of LA included 1,458 members.

DATA CAPTURE

Questionnaires returned by mail were recorded using either manual data entry or optical scanning. Responses recorded via manual data entry were keyed by

two independent data entry operators, and any discrepancies between the two response records were flagged and reconciled by a supervisor. Individual items

on surveys recorded via optical scanning were sent to data entry operators if the scanning technology was unable to identify the specific response option

selected with a pre-defined degree of certainty.

For plans selecting the mixed methodology, Computer Assisted Telephone Interviewing (CATI) technology was used to electronically capture survey responses

obtained during telephone interviews. On-site CATI supervisors maintained quality control by monitoring the telephone interviews and keyboard entry of

interviewers in real time. In addition, CSS research staff remotely monitored interviews on a regular basis. Due to the multiple mailings and varied modes of

data collection, multiple survey responses could be received from the same sample member. In those cases, CSS included only one survey response (the most

complete survey) in the final analysis dataset.


MEMBER DISPOSITIONS AND RESPONSE RATE

Among all of the ABH of LA sample members who met final eligibility criteria, 300 completed the survey, resulting in the NCQA response rate of 22.64 percent.

Additional detail on sample member dispositions is provided in Exhibit 1.

EXHIBIT 1. 2016 ABH OF LA ADULT MEDICAID CAHPS SURVEY: SAMPLE MEMBER DISPOSITIONS AND RESPONSE RATE

Disposition

Mail* Phone

Number Number Number % Initial sample

Initial Sample 1,458

Ineligible

Did not meet eligible population criteria 5 7 12 0.82% 0.55%

Deceased 0 3 3 0.21% 0.12%

Language barrier 0 20 20 1.37% 0.63%

Mentally or physically incapacitated 0 1 1 0.07% 0.03%

Removed from sample during deduplication --- --- 97 6.65% 5.09%

Unreturned Surveys/Refusals

Non-respondents after maximum attempts 304 420 724 49.66% 57.86%

Non-respondents – incompletes 2 16 18 1.23% 1.70%

Refused to answer the survey 2 105 107 7.34% 5.05%

Unable to contact 31 145 176 12.07% 7.59%

Eligible Returns

Completed surveys 189 111 300 20.58% 21.37%

NCQA Response Rate** 22.64% 22.84%

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2016 This Plan

Total

* Any sample members who called and requested another survey were given the option to complete the survey online. Due to the rarity of this occurrence

any surveys completed online are included with mail responses.

**NCQA response rate = (Number of completed surveys)/(Initial sample – Ineligible: number not in eligible population – Ineligible: number of deceased –

Ineligible: number with language barrier – Ineligible: number mentally or physically incapacitated – Ineligible: removed from sample during deduplication)

2016 CSS Adult

Medicaid Average


SATISFACTION WITH THE EXPERIENCE OF CARE DOMAIN

MEASURES

CAHPS Health Plan Survey 5.0H, Adult Medicaid version includes four global rating questions that ask respondents to rate the following items on a 0 to 10

scale:

Rating of Personal Doctor (0 = worst personal doctor possible; 10 = best personal doctor possible)

Rating of Specialist Seen Most Often (0 = worst specialist possible; 10 = best specialist possible)

Rating of All Health Care (0 = worst health care possible; 10 = best health care possible)

Rating of Health Plan (0 = worst health plan possible; 10 = best health plan possible)

The results for five composite measures are also reported. Composite measures combine results from related survey questions into a single measure to

summarize health plan performance in the areas listed below.

Getting Needed Care combines responses to two survey questions that address member access to care:

In the last 6 months, how often was it easy to get the care, tests, or treatment you needed?

In the last 6 months, how often did you get an appointment to see a specialist as soon as you needed?

Getting Care Quickly combines responses to two survey questions that address timely availability of both urgent and routine care:

In the last 6 months, when you needed care right away, how often did you get care as soon as you needed?

In the last 6 months, how often did you get an appointment for a check-up or routine care at a doctor’s office or clinic as soon as you needed?

How Well Doctors Communicate combines responses to four survey questions that address physician communication:

In the last 6 months, how often did your personal doctor explain things in a way that was easy to understand?


In the last 6 months, how often did your personal doctor listen carefully to you?

In the last 6 months, how often did your personal doctor show respect for what you had to say?

In the last 6 months, how often did your personal doctor spend enough time with you?

Customer Service combines responses to two survey questions that ask about member experience with the health plan’s customer service:

In the last 6 months, how often did your health plan’s customer service staff give you the information or help you needed?

In the last 6 months, how often did your health plan’s customer service staff treat you with courtesy and respect?

Shared Decision Making combines responses to three survey questions that focus on decisions about taking prescription medicines:

Did you and a doctor or other health provider talk about the reasons you might want to take a medicine?

Did you and a doctor or other health provider talk about the reasons you might not want to take a medicine?

When you talked about starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for

you?

The Shared Decision Making composite measure was substantially revised with the introduction of CAHPS 5.0H and subsequently in 2015.

In addition to the five composite measures listed above, question summary rates are also reported for two survey items summarizing the following concepts:


In the last 6 months, did you and a doctor or other health provider talk about specific things you could do to prevent illness?

Coordination of Care

In the last 6 months, how often did your personal doctor seem informed and up-to-date about the care you got from these doctors or other health

providers?



QUESTION SUMMARY RATES AND COMPOSITE GLOBAL PROPORTIONS

Question Summary Rates express the proportion of respondents selecting the response option(s) of interest from a given question on the survey.

Rating questions use a 0 to 10 scale with 10 being the most favorable response. Results are reported as the proportion of members selecting one of the

top three responses (8, 9, or 10).

Most survey items use a Never, Sometimes, Usually, or Always scale, with Always being the most favorable response. Results are reported as the

proportion of members selecting Usually or Always.

Shared Decision Making and Health Promotion and Education use a Yes or No scale, with Yes being the desired response. Results are reported as the

proportion of members selecting Yes.

Composite Global Proportions express the proportion of respondents selecting the response option(s) of interest from a given group of questions on the

survey. They are calculated by first determining the proportion of respondents selecting the reported response(s) on each survey question contributing to the

composite and subsequently averaging these proportions across all items in the composite.

For composite measures except Shared Decision Making, results are reported as Usually or Always global proportions.

For the Shared Decision Making composite, the proportion of Yes is reported.

Throughout the report, all question summary rates and composite global proportions are rounded to two decimal places for display purposes (e.g., 0.23456 is

displayed as 23.46%). However, all calculations involving rates and proportions, including statistical significance testing, are carried out prior to rounding. For

more details on the calculations please refer to HEDIS 2016, Volume 3: Specifications for Survey Measures or consult the Appendix.

RATING AND COMPOSITE MEANS

In addition to the QSRs and global proportions, CSS calculated rating and composite means on a 3-point scale. The mean scoring procedure is described in

more detail in the Scoring for NCQA Accreditation section as well as in the Appendix of this report.


NCQA MINIMUM DENOMINATOR SIZE

NCQA requires health plans to achieve a denominator of at least 100 valid responses to obtain a reportable result on a measure. The denominator for an

individual question is the total number of valid responses to that question. The denominator for a composite is the average number of responses across all

questions in the composite (note: composite denominators are rounded for display purposes). If the denominator for a particular rate is less than 100, NCQA

assigns a measure result of “NA”. This report presents results for all measures, regardless of denominator size. Any result that does not meet the NCQA

threshold of 100 valid responses is denoted with “NA”. The only exception is the Scoring for NCQA Accreditation section, where reporting is limited to the

measures that meet the NCQA minimum denominator threshold.

COMPARISONS TO NATIONAL BENCHMARKS AND PRIOR-YEAR PLAN RESULTS

Throughout the report, the 2016 ABH of LA question summary rates and composite global proportions are compared to the 2016 CSS Adult Medicaid Average

as well as to the 2015 NCQA Adult Medicaid National Average (All LOBs), where available. The 2016 CSS Adult Medicaid Average is calculated by pooling survey

responses across nine representative Adult Medicaid plans surveyed by CSS. The 2015 NCQA Adult Medicaid National Average (All LOBs) is made up of Adult


If prior-year results are available for ABH of LA, they are provided alongside the 2016 plan results for comparison. Where appropriate, year-to-year changes in

results are tested for statistical significance. All of the statistical tests are carried out at the 95% confidence level (i.e., there is a 95% probability that the

observed difference is not due to chance).

SUMMARY OF SURVEY RESULTS

Exhibit 2 provides a high-level overview of the 2016 ABH of LA results on key survey measures. These include overall ratings, composite global proportions, and

QSRs for additional content areas. Where applicable, changes in plan scores over time and comparisons to relevant national benchmarks are reported and

tested for statistical significance.


EXHIBIT 2. 2016 ABH OF LA ADULT MEDICAID CAHPS SURVEY: SUMMARY OF RESULTS ON KEY MEASURES

2016 Plan

Rate Mean

Percentile for

Accreditation

Ratings

Rating of Personal Doctor 77.11% No data*** -1.33% -2.71% 2.5075 50th

Rating of Specialist Seen Most Often 81.08% No data*** 3.40% 0.54% 2.5586 50th

Rating of All Health Care 74.34% No data*** 3.05% 1.85% 2.3938 50th

Rating of Health Plan 72.47% No data*** 0.25% -2.54% 2.4286 25th

Composite Measures

Getting Needed Care 79.72% No data*** -0.66% -1.10% 2.4063 50th

Getting Care Quickly 81.09% No data*** -0.34% 0.36% 2.4661 75th

How Well Doctors Communicate 87.25% No data*** -3.31% -3.41% 2.6653 90th

Customer Service 83.18% No data*** -3.30% -3.93% 2.4864 25th

Shared Decision Making 80.17% No data*** 1.87% 1.46% Not calculated Not scored


Health Promotion and Education 71.56% No data*** -1.39% 0.29% 2.4311 Not scored

Coordination of Care NA 81.05% No data*** -1.24% -0.51% 2.4105 50th

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** Comparisons to prior-year results and relevant benchmark scores are reported regardless of whether the rate meets the minimum denominator threshold for NCQA

reporting (n=100). All differences in rates are calculated prior to rounding and are rounded for display purposes only. All statistical tests are conducted at the 95% confidence

level. Statistically significant differences between the plan and the comparison score are marked as 4 when the plan's score is higher or 5 when the plan's score is lower.

*** The result is not available because the measure is new or not trendable, or the plan did not collect survey data in a prior year.

Difference** between 2016 Plan Rate and...2016 NCQA Accreditation

Scoring

2015 Plan Rate

2016 CSS Adult

Medicaid Average

2015 NCQA Adult

Medicaid National

Average, All LOBsCAHPS 5.0H Survey Measures*

"NA" appears next to the measure name and a lighter display is used for results to indicate that the result is not reportable by NCQA due to insufficient denominator (less than

100 responses). In such cases, CSS calculates measure results for reference only.

* Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA.

How Well Doctors Communicate was retired from Accreditation scoring in 2015. Accreditation mean and percentile values for this measure are provided for reference only.


DETAILED PERFORMANCE CHARTS

This section of the report includes detailed charts for composite global proportions, rating question summary rates (QSRs), as well as additional QSRs for

individual survey items. The charts have the following features:

TREND IN PLAN RESULTS

Plan scores are trended over three consecutive years of data collection, if available. A result may not be available if the plan did not conduct the survey in

a given year or if the measure is new or is not deemed appropriate for trending. In such cases, “No data” appears in place of the score.

Where appropriate, changes in the distribution of favorable ratings over time are shown in the Top Rating Distribution panel of the chart (i.e., percent

responding 8 vs. percent responding 9 or 10, or percent responding Usually vs. percent responding Always).

The number of valid responses (the NCQA-defined denominator, n) appears above each bar. If the number of responses is less than 100, “NA” appears

next to the value of n, indicating that the result is not reportable by NCQA. CSS calculates the unofficial rate for reference only.

Statistical comparisons are conducted between the current-year rate and each of the prior-year rates, if available. Where appropriate, differences in both

standard (e.g., 8 + 9 + 10 or Usually + Always) as well as top-box (e.g., 9 + 10 or Always) rates are tested for statistical significance at the 95% confidence

level. Statistically significant differences are indicated with a symbol next to the comparison score. For example, appearing next to the 2015 rate

denotes a statistically significant difference between the 2016 and 2015 rates.

COMPARISON TO NCQA PERFORMANCE BENCHMARKS AND PERCENTILES

To provide ABH of LA with an indication of the plan’s performance with respect to industry benchmarks on key CAHPS measures, CSS licensed the 2015 NCQA

Quality Compass CAHPS Booklet. The CAHPS Booklet includes QSRs and global proportions corresponding to the national Quality Compass averages as well as

the 10th, 25th, 50th, 75th, and 90th performance percentiles for all lines of business. CSS’s agreement with NCQA authorizes CSS to provide this information to

ABH of LA for the plan’s internal use only. Under the terms of this agreement, ABH of LA may not publicly report these results.

If the 2015 NCQA benchmarks are available, the bar representing the 2016 ABH of LA score is juxtaposed against the NCQA percentile distribution,

providing an indication of the plan’s competitive position on the measure. Note that the performance percentiles displayed in these charts are calculated

on the basis of QSRs and global proportions and are different from the mean score-based percentiles used for NCQA Accreditation scoring. In many cases,

the plan’s performance percentile will not correspond to its Accreditation percentile (see Scoring for NCQA Accreditation).


The horizontal lines displayed on the charts correspond to the 2016 CSS Adult Medicaid Average as well as the 2015 NCQA Adult Medicaid National

Average (All LOBs), if available. If the 2016 ABH of LA score is significantly different from any of these benchmark scores at the 95% confidence level,

appears next to the relevant score.


Rating of Personal DoctorPercent Responding 8, 9, or 10

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* 2015 NCQA Adult Medicaid National Percentile, All LOBs



8

9 or 10

No data

10th 75.00%

25th 77.71%

50th 80.02%

75th 82.07%

90th 84.17%

78.44%

79.82%8, 9, or 10

77.11% 77.11%

No data n = 201


67.16%

9.95%

2014 2015 2016

2016 CSS Adult Medicaid Average (78.44%)

2015 NCQA Adult Medicaid National Average – All LOBs (79.82%)


Rating of Specialist Seen Most OftenPercent Responding 8, 9, or 10

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8

9 or 10

No data

10th 75.14%

25th 78.05%

50th 80.67%

75th 82.82%

90th 85.34%

77.68%

80.54%8, 9, or 10 81.08% 81.08%

No data n = 111


68.47%

12.61%

2014 2015 2016




Rating of All Health CarePercent Responding 8, 9, or 10

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8

9 or 10

No data

10th 66.67%

25th 70.14%

50th 72.82%

75th 75.49%

90th 77.68%

71.29%

72.49%8, 9, or 10

74.34% 74.34%

No data n = 226


58.41%

15.93%

2014 2015 2016




Rating of Health PlanPercent Responding 8, 9, or 10

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8

9 or 10

No data

10th 67.69%

25th 72.41%

50th 76.14%

75th 78.65%

90th 81.16%

72.22%

75.01%8, 9, or 10

72.47% 72.47%

No data n = 287


62.02%

10.45%

2014 2015 2016




Getting Needed Care (Composite)Percent Responding Always or Usually

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Usually

Always

No data

10th 74.95%

25th 77.94%

50th 81.35%

75th 84.18%

80.37%

80.82%

Always or Usually 79.72% 79.72%

No data n = 176


60.91%

18.81%

2014 2015 2016




Getting Needed Care (Contributing Items)Percent Responding Always or Usually

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Q14. In the last 6 months, how often was it easy to get the care, tests, or

treatment you needed?

Q25. In the last 6 months, how often did you get an appointment to see

a specialist as soon as you needed?



Usually

Always

No data

83.58%

Always or Usually

82.02%

No data n = 228


60.53%

21.49%

2014 2015 2016


Usually

Always

No data

77.17%

Always or Usually

77.42%

No data n = 124


61.29%

16.13%

2014 2015 2016



Getting Care Quickly (Composite)Percent Responding Always or Usually

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Usually

Always

No data

10th 73.99%

25th 78.73%

50th 81.55%

75th 83.48%

90th 85.26%

81.44%


81.09% 81.09%

No data n = 185


65.51%

15.58%

2014 2015 2016




Getting Care Quickly (Contributing Items)Percent Responding Always or Usually

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Q4. In the last 6 months, when you needed care right away, how often

did you get care as soon as you needed?

Q6. In the last 6 months, how often did you get an appointment for a

check-up or routine care at a doctor's office or clinic as soon as you

needed?



Usually

Always

No data

83.25%

Always or Usually81.53%

No data n = 157


66.88%

14.65%

2014 2015 2016


Usually

Always

No data

79.62%Always or Usually 80.66%

No data n = 212


64.15%

16.51%

2014 2015 2016



How Well Doctors Communicate (Composite)Percent Responding Always or Usually

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Usually

Always

No data

10th 88.13%

25th 89.21%

50th 90.70%

75th 92.17%

90th 93.29%

90.56%

90.66%

Always or Usually

87.25% 87.25%

No data n = 173


79.28%

7.96%

2014 2015 2016





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Q18. In the last 6 months, how often did your personal doctor listen

carefully to you?

Q17. In the last 6 months, how often did your personal doctor explain

things in a way that was easy to understand?





Usually

Always

No data

90.69%

Always or Usually

88.37%

No data n = 172


83.72%

4.65%

2014 2015 2016


Usually

Always

No data

90.45%

Always or Usually

86.71%

No data n = 173


79.19%

7.51%

2014 2015 2016




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Q19. In the last 6 months, how often did your personal doctor show

respect for what you had to say?

Q20. In the last 6 months, how often did your personal doctor spend

enough time with you?

Usually

Always

No data

93.10%

Always or Usually

87.79%

No data n = 172


80.81%

6.98%

2014 2015 2016


Usually

Always

No data

88.00%

Always or Usually

86.13%

No data n = 173


73.41%

12.72%

2014 2015 2016



Customer Service (Composite)Percent Responding Always or Usually

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Usually

Always

No data

10th 83.25%

25th 85.32%

50th 87.34%

75th 88.70%

90th 90.56%

86.48%

87.11%

Always or Usually

83.18% 83.18%

No data n = 110


65.45%

17.73%

2014 2015 2016




Customer Service (Contributing Items)Percent Responding Always or Usually

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Q31. In the last 6 months, how often did your health plan's customer

service give you the information or help you needed?

Q32. In the last 6 months, how often did your health plan's customer

service staff treat you with courtesy and respect?



Usually

Always

No data

80.13%

Always or Usually

75.45%

No data n = 110


54.55%

20.91%

2014 2015 2016


Usually

Always

No data

92.84%

Always or Usually

90.91%

No data n = 110


76.36%

14.55%

2014 2015 2016



Shared Decision Making (Composite)Percent Responding Yes

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Trending Note: This composite measure was revised in 2015. 2014 results are not trendable.






No data

10th 74.93%25th 76.65%50th 78.56%75th 80.41%90th 82.28%

78.30%

78.71%Yes

80.17% 80.17%

No data n = 111

2014 2015 2016





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Trending Note: Q10 – The question was revised in 2015. 2014 results are not trendable.

Q11 – The question was revised in 2015. 2014 results are not trendable.

Q10. Did you and a doctor or other health provider talk about the reasons

you might want to take a medicine?

Q11. Did you and a doctor or other health provider talk about the

reasons you might not want to take a medicine?





No data

91.79%

Yes

95.54%

No data n = 112

2014 2015 2016


No data

67.56%

Yes

69.09%

No data n = 110

2014 2015 2016




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Q12. When you talked about starting or stopping a prescription medicine, did a doctor or other health provider ask you what you

thought was best for you?

No data

75.55%

Yes

75.89%

No data n = 112

2014 2015 2016



Health Promotion and Education (Single Item)Percent Responding Yes

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No data

10th 66.49%

25th 68.66%

50th 71.38%

75th 74.32%

90th 76.14%

72.94%

71.27%Yes71.56% 71.56%

No data n = 225

2014 2015 2016




Coordination of Care (Single Item)Percent Responding Always or Usually

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Usually

Always

No data

10th 77.42%

25th 78.50%

50th 81.59%

75th 84.14%

90th 86.42%

82.30%

81.56%

Always or Usually

81.05% 81.05%

No data n = 95 (NA)


60.00%

21.05%

2014 2015 2016




Written Materials and the Internet Provided Needed Information (Single Item)Percent Responding Always or Usually

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Q29. In the last 6 months, how often did the written materials or the Internet provide the information you needed about how

your health plan works?



Usually

Always

No data

62.63%

Always or Usually

69.15%

No data n = 94 (NA)


42.55%

26.60%

2014 2015 2016



Forms from Plan Were Easy to Fill Out (Single Item)Percent Responding Always or Usually

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Q34. In the last 6 months, how often were the forms from your health plan easy to fill out? (Note: Following NCQA guidelines,

respondents who did not have to fill out any forms from the health plan are counted as answering "Always".)

Usually

Always

No data

95.41%

Always or Usually

95.36%

No data n = 280


90.00%

5.36%

2014 2015 2016



EFFECTIVENESS OF CARE DOMAIN

The Effectiveness of Care domain for the Medicaid product line includes the following measures: Flu Vaccinations for Adults Ages 18–64 (FVA), Medical

Assistance with Smoking and Tobacco Use Cessation (MSC), and Aspirin Use and Discussion (ASP). The MSC and ASP measures are based on two years of data

collection and are calculated using the NCQA rolling average methodology. The FVA measure is a single-year rate. A brief description of each measure, as it

appears in HEDIS 2016, Volume 3: Specifications for Survey Measures, Section 2: Effectiveness of Care, is reproduced below. Please refer to Volume 3 for

additional information on the measures, including rolling average calculation methodology and NCQA reporting rules.

MEASURES

FLU VACCINATIONS FOR ADULTS AGES 18–64 (FVA)

NCQA introduced this measure for the Medicaid product line in 2014. Unlike the other Effectiveness of Care measures, which are based on two years of data

collection and are calculated using the NCQA rolling average methodology, the FVA measure is a single-year rate. Results are calculated only for those

respondents between the ages of 18 and 64 as of July 1 of the measurement year as identified by the plan.

MEDICAL ASSISTANCE WITH SMOKING AND TOBACCO USE CESSATION (MSC)

The following components of this measure assess different facets of providing medical assistance with smoking and tobacco use cessation:

Advising Smokers and Tobacco Users to Quit – a rolling average rate represents the percentage of current smokers or tobacco users who received advice to

quit during the measurement year.

Discussing Cessation Medications – a rolling average rate represents the percentage of current smokers or tobacco users who discussed or were

recommended cessation medications during the measurement year.

Discussing Cessation Strategies – a rolling average rate represents the percentage of current smokers or tobacco users who discussed or were provided

cessation methods or strategies during the measurement year.

ASPIRIN USE AND DISCUSSION (ASP)

The following components of this measure assess different facets of managing aspirin use for the primary prevention of cardiovascular disease:

Aspirin Use – a rolling average rate represents the percentage of members who are currently taking aspirin.


Discussing Aspirin Risks and Benefits – a rolling average rate represents the percentage of members who discussed the risks and benefits of using aspirin

with a doctor or other health provider.

Aspirin Use and Discussion (ASP) was a first-year measure in 2011. In 2012, NCQA’s Committee on Performance Measurement reviewed first-year measure

analysis of the ASP measure and did not approve public reporting of the measure. Medicaid organizations had small denominators for Aspirin Use, and very

few organizations were able to obtain a reportable rate. NCQA had methodological concerns about the Aspirin Risks and Benefits rates.


The rolling average method, currently employed by NCQA for the ASP and MSC measures, allows a health plan to combine two consecutive years of data

collection to obtain a denominator sufficient to calculate results for a measure. Rolling average results are calculated using data reported for the current year

and, when available, data reported for the prior year. NCQA calculates and reports the ASP and MSC rates according to the following rules:

For a health plan with two consecutive years of reported data, the rate is calculated if the rolling average denominator is 100 or more. If the rolling

average denominator is less than 100, NCQA reports the measure result as “NA”.

If the plan that did not report results in the prior year but reports results for the current year, the rate is calculated if the current-year denominator is 100

or more. If the current year denominator is less than 100, NCQA reports the measure result as “NA”.

A health plan that does not report an Effectiveness of Care result for the current year gets assigned a result of “NR” by NCQA. Note that as with all other

measures, CSS reports the plan’s Effectiveness of Care rates regardless of whether the plan reports them to NCQA or whether it achieves the minimum

denominator of 100 valid responses required for NCQA reporting. Any result shown in this report that does not meet the NCQA reporting criteria is denoted

with “NA”.

EFFECTIVENESS OF CARE RESULTS

Exhibit 3 provides a summary of the Effectiveness of Care results for ABH of LA. Comparisons to the plan’s prior-year rates (if available) as well as to the 2016

CSS Adult Medicaid Average rates with statistical significance tests are included.


EXHIBIT 3. 2016 ABH OF LA ADULT MEDICAID CAHPS SURVEY: EFFECTIVENESS OF CARE RESULTS

2016 Plan Rate

Flu Vaccinations for Adults (FVA)

Flu Vaccinations for Adults 32.62% No data*** -3.88%

Medical Assistance with Smoking and Tobacco Use Cessation (MSC)

Advising Smokers and Tobacco Users to Quit 74.26% No data*** -0.06%

Discussing Cessation Medications 46.00% No data*** -0.09%

Discussing Cessation Strategies 36.63% No data*** -3.98%

Discussing Aspirin Risks and Benefits (ASP)

Aspirin Use [NPR] NA 38.10% No data*** 0.76%

Discussing Aspirin Risks and Benefits [NPR] NA 43.18% No data*** -0.57%

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"NA" appears next to the measure name and a lighter display is used for results to indicate that the measure does not meet the NCQA minimum

denominator threshold. CSS provides unofficial Effectiveness of Care results for reference only.

** Comparisons to prior-year results and relevant benchmark scores are reported regardless of whether the rate meets the minimum

denominator threshold for NCQA reporting (n=100). All differences in rates are calculated prior to rounding and are rounded for display

purposes only. All statistical tests are conducted at the 95% confidence level. Statistically significant differences between the plan and the

relevant comparison score are marked as 4 when the plan's score is higher or 5 when the plan's score is lower.

*** The result is not available because the measure is new or not trendable; the plan did not identify eligible members in order to calculate the

rate; or the plan did not collect survey data in a prior year.

Difference** between 2016 Plan Rate and...

2015 Plan Rate

2016 CSS Adult

Medicaid Average

Effectiveness of Care Measures*

Measures marked [NPR] are not publicly reportable

by NCQA in HEDIS 2016

* Effectiveness of Care results were calculated by CSS following NCQA specifications. Rates for the MSC and ASP measures were calculated using

NCQA's rolling average methodology. The FVA rate is based on current-year results only. Results are presented regardless of whether the plan is

reporting the measure(s) to NCQA or meets the minimum reporting threshold of 100 valid responses. For more detail on the calculation please

refer to the Effectiveness of Care section of HEDIS® 2016, Volume 3: Specifications for Survey Measures.


ANALYSIS OF MEMBER CHARACTERISTICS

This section of the report presents a detailed profile of the health plan’s membership. In addition to member demographics and health status, responses to

survey items that assess utilization of healthcare services are included.

Each plan’s membership mix is shaped by multiple factors, most of which are beyond the scope of this survey. These include benefit design, geography,

availability of health plan choices, and member self-selection into products that best meet their needs. CSS’s analysis of industry data suggests that there is

considerable variation in demographic makeup and member utilization patterns across plans. To the extent that various member segments have distinct

healthcare needs, utilization patterns, expectations, experiences, as well as attitudes and perceptions, their ratings of the same health plan will likely differ.

Certain member characteristics (e.g., health status) appear to be directly related to differences in healthcare needs and utilization levels. For example, some

plans have predominantly healthy members, whose interactions with care providers and the plan tend to be limited. By contrast, other plans serve populations

with higher rates of illness. These members tend to have more frequent encounters with the healthcare system and as a result may become more experienced

users of health plans. The ways in which members use the plan, the frequency of their interactions with providers and staff, and their overall level of familiarity

with how the plan works may affect ratings.

In addition to health care needs and utilization patterns, demographic characteristics have been shown to have an effect on survey responses. For example, all

else being equal, older respondents and members of certain ethnic groups (e.g., Hispanic or Latino respondents) tend to rate their health care providers and

plans more positively. By contrast, more educated members rate more critically, regardless of age or ethnicity.

While the interplay between these membership variables (often referred to as the plan’s “case mix”) and health plan ratings is complex, health plan ratings

clearly vary across demographic groups and user segments. Understanding the plan’s case mix can help managers to gain insight into possible sources of this

variation.

The charts on the following pages compare your plan’s membership profile to the relevant national distribution on demographic characteristics and utilization

patterns. The pie charts in the upper half of each panel contrast the distribution of the ABH of LA membership on a given variable (e.g., gender, education

level, number of doctor visits, etc.) with the national distribution on the same variable. The bar chart in the lower half of each panel shows how the overall

rating of the plan varies by member segment.


HEALTH STATUS AND DEMOGRAPHICS

The following characteristics are profiled in this section:

Respondent’s self-reported health status

Respondent’s self-reported mental or emotional health status

Respondent’s age

Respondent’s gender

Respondent’s education level

Respondent’s race

Respondent’s ethnicity (Hispanic or Latino)



* Represents the combined distribution of responses to this question for all plans included in the 2016 CSS Adult Medicaid Average.

Q36. In general, how would you rate your overall health? Q37. In general, how would you rate your overall mental or emotional health?








70%

88%

69%

68%

70%

Excellent

Very good

Good

Fair

Poor

9%

17%

32%

30%

12%

Excellent Very good Good Fair Poor

10%

20%

32%

28%

10%

16%

19%

24%

31%

10%

Excellent Very good Good Fair Poor

20%

22%

29%

21%

8%

87%

74%

67%

76%

44%

Excellent

Very good

Good

Fair

Poor




Q52. What is your age?








Q53. Are you male or female?


71%

71%

63%

80%

75%

100%

100%

18 to 24

25 to 34

35 to 44

45 to 54

55 to 64

65 to 74

75 or older

14%

20%

19%20%

26%

1% <1%

18 to 24 25 to 34 35 to 44 45 to 54

55 to 64 65 to 74 75 or older

13%

17%

16%19%

25%

6% 3%

73%

71%

Male

Female

34%

66%

Male Female

36%

64%




Q54. What is the highest grade or level of school that you have completed?






2016 This Plan

70%

79%

70%

72%

77%

67%

8th grade or less




4-year college graduate


8%

19%

38%

25%

8%

2%

8th grade or less Some high school, but did not graduate High school graduate or GED

Some college or 2-year degree 4-year college graduate More than 4-year college degree

8%

19%

39%

25%

6% 4%




Q56. What is your race? Mark one or more.

% White


% Black or African-American


% Asian

2016 This Plan National Distribution* 2016 This Plan National Distribution* 2016 This Plan National Distribution*


86%



72%

Percent of White Members Rating

the Plan as 8, 9, or 10**69%

Percent of Black or African-

American Members Rating the Plan

as 8, 9, or 10**

79%Percent of Asian Members Rating

the Plan as 8, 9, or 10**

Percent of Native Hawaiian or other

Pacific Islander Members Rating the

Plan as 8, 9, or 10**

67%

Percent of American Indian or

Alaska Native Members Rating the

Plan as 8, 9, or 10**

69%

Percent of Yes, Hispanic or Latino

Members Rating the Plan as 8, 9, or

10**


% Native Hawaiian or other Pacific Islander


% American Indian or Alaska Native

Q55. Are you of Hispanic or Latino origin or

descent?

% Yes, Hispanic or Latino


65%

27%

4%

<1% 4%

20%

46%

50%

2%

1% 5% 7%


USE OF SERVICES

The following utilization measures are included in this section:

Seeking urgent care

Making appointments for routine care

Discussing prescription medications with doctor

Having a personal doctor

Receiving care from a provider other than personal doctor

Making an appointment to see a specialist

Number of visits to a doctor’s office or clinic

Number of specialists seen

Seeing a doctor or other health provider for a chronic condition

Taking prescription medications





as 8, 9, or 10 by Q24 (Yes/No)**




Q3. In the last 6 months, did you have an il lness,

injury, or condition that needed care right away in

a clinic, emergency room, or doctor's office? (%

Yes)

Q9. In the last 6 months, did you and a doctor or

other health provider talk about starting or

stopping a prescription medicine? (% Yes)

Q15. A personal doctor is the one you would see if

you need a check-up, want advice about a health

problem, or get sick or hurt. Do you have a

personal doctor? (% Yes)

Q21. In the last 6 months, did you get care from a

doctor or other health provider besides your

personal doctor? (% Yes)


appointments to see a specialist? (% Yes)



as 8, 9, or 10 by Q3 (Yes/No)**



appointments for a check-up or routine care at a

doctor's office or clinic? (% Yes)



as 8, 9, or 10 by Q5 (Yes/No)**

2016 This Plan


as 8, 9, or 10 by Q9 (Yes/No)**



as 8, 9, or 10 by Q15 (Yes/No)**


as 8, 9, or 10 by Q21 (Yes/No)**

72%

73%

Yes

No

45%

75%

67%

Yes

No

72%

69%

78%

Yes

No

47%

77%

61%

Yes

No

83%

75%

80%

Yes

No

61%

74%

71%

Yes

No

44%

73%

50%

58%

43%

54%

70%









Q7. In the last 6 months, not counting the times you went to an emergency

room, how many times did you go to a doctor's office or clinic to get health

care for yourself?

Q26. How many specialists have you seen in the last 6 months?

(Note: the question applies only to those respondents who had appointments

with specialists.)



67%

69%

80%

71%

64%

75%

79%

None

1 time

2

3

4

5 to 9

10 or more times

22%

13%

15%14%

8%

17%

12%

None 1 time 2 3 4 5 to 9 10 or more times

21%

16%

19%13%

10%

14%

6%

67%

83%

67%

55%

No data

63%

None

1 specialist

2

3

4

5 or more specialists

10%

49%24%

11%0% 7%

None 1 specialist 2 3 4 5 or more specialists

5%

45%29%

13%

5% 3%






as 8, 9, or 10 by Response to Q48 (Yes/No)**


as 8, 9, or 10 by Response to Q50 (Yes/No)**

Q48. In the last 6 months, did you get health care 3 or more times for the same

condition or problem? (% Yes)

Q50. Do you now need or take medicine prescribed by a doctor? Do not

include birth control. (% Yes)



70%

74%

Yes

No

40% 37%

71%

75%

Yes

No

70% 65%


SCORING FOR NCQA ACCREDITATION

In order to be used for HEDIS reporting and NCQA Accreditation, HEDIS/CAHPS survey results must be calculated by NCQA. All of the results reported in this

section should be used only as guidelines for estimating the plan’s Accreditation score.

CALCULATION OF MEAN SCORES

This section outlines how NCQA assigns points toward Accreditation earned by the plan based on its CAHPS survey results. Mean scores provide the basis for

calculating Accreditation points. For more information, please refer to the following documents: HEDIS 2016, Volume 3: Specifications for Survey Measures and

NCQA 2016 Accreditation Benchmarks and Thresholds (released in February 2016). Note that NCQA usually releases final benchmarks and thresholds in its

Accreditation Benchmarks and Thresholds – Mid-Year Update memo in early August.

As the first step in the mean scoring procedure, all of the original responses are converted to a 3-point scale at the respondent level as follows (note: missing,

invalid, and “Don’t know” responses are excluded):



Ratings 0 to 6 = 1; 7 or 8 = 2; 9 or 10 = 3

Next, for each rating question, single-item measure (e.g., Coordination of Care), and survey item contributing to a composite, the mean of these recoded score

values is computed across all valid responses. For composite measures, the mean of the question means is computed to arrive at the composite mean (note:

each question in a composite is weighted equally, regardless of how many members respond). An example of this calculation is illustrated in the Appendix.

Prior to 2011, to account for inherent sampling variation, NCQA adjusted the means by adding 0.07 to each of the four rating means as well as to the Claims

Processing (Commercial line only) and Customer Service composite means. NCQA also added 0.05 to the Getting Needed Care, Getting Care Quickly, and How

Well Doctors Communicate composite means. Final points toward NCQA Accreditation were awarded on the basis of these “adjusted” means. This adjustment

was gradually eliminated over the five-year period from 2011 to 2015. If available, results from the 2014 survey reflect the final year when adjusted means

were used in Accreditation scoring. A health plan’s CAHPS survey results can contribute up to 13 points towards the plan’s total NCQA Accreditation score.

NCQA determines the Accreditation points contributed by each CAHPS survey measure by first comparing the plan’s mean score on the measure with a

national 90th percentile “benchmark” and with national thresholds (the 75th, 50th and 25th percentiles). The plan’s percentile on each measure is then translated

into a point value component of the Accreditation score. Note: CSS does not calculate the CAHPS component of the plan’s Accreditation score.


The Coordination of Care measure was added to Accreditation scoring in 2016. If available, the plan’s 2014 and 2015 mean scores on this measure are reported

in the next section. Note, however, that NCQA introduced the national benchmark and thresholds for Coordination of Care only in 2016.

The How Well Doctors Communicate composite measure was retired from Accreditation scoring in 2015. However, NCQA continues to provide the national

benchmark and thresholds for this measure, and health plans may find their scores on this composite informative. This report includes your plan’s score trend

on How Well Doctors Communicate for reference.

THREE-YEAR TREND IN ACCREDITATION MEANS

The charts on the following pages show the trend in the plan’s mean scores over time, where applicable and/or available. Since these scores are used

exclusively for Accreditation scoring, the reported means are limited to the measures that are scored for NCQA Accreditation and meet the NCQA minimum

denominator threshold of 100 valid responses. The charts have the following features:

The 2016 NCQA Accreditation percentile is provided at the top of each chart. Note that this percentile value is based on the plan’s mean score and may

not necessarily correspond to its performance percentile shown in the Detailed Results Charts.

The plan’s Accreditation mean scores are plotted in relation to the NCQA Accreditation percentile thresholds. Each data point is labeled to reflect two

components of the score: [1] the unadjusted mean and [2] if applicable, the sampling variation adjustment added to the mean to arrive at the adjusted

mean for Accreditation scoring. Note that the sampling variation adjustment was in effect only prior to 2015.

If the number of responses is less than 100, “NA” appears next to the year label, indicating that the result is not reportable by NCQA. In such cases the

result is not displayed.


Note: The Accreditation thresholds for this measure changed in 2015 and 2016. Note: The Accreditation thresholds for this measure changed in 2015 and 2016.

49130


* The plan did not collect survey data in a given year.

Rating of Personal Doctor Rating of Specialist Seen Most Often

Rating of All Health Care Rating of Health Plan


25th; 2.48 25th; 2.48

50th; 2.51 50th; 2.51

75th; 2.56 75th; 2.56

90th; 2.59 90th; 2.592.5586

2014* 2015* 2016

25th; 2.27

25th; 2.3150th; 2.32

50th; 2.3675th; 2.38

75th; 2.4290th; 2.42

90th; 2.45

2.3938

2014* 2015* 2016

25th; 2.32

25th; 2.3750th; 2.40

50th; 2.4375th; 2.46

75th; 2.49

90th; 2.54 90th; 2.55

2.4286

2014* 2015* 2016

25th; 2.43 25th; 2.43

50th; 2.50 50th; 2.50

75th; 2.53 75th; 2.53

90th; 2.57 90th; 2.57

2.5075

2014* 2015* 2016


Note: The Accreditation thresholds for this measure changed in 2015 and 2016. Note: The Accreditation thresholds for this measure changed in 2015 and 2016.

49130

* The plan did not collect survey data in a given year.


Getting Needed Care Getting Care Quickly

Customer Service



NCQA retired this measure from Accreditation scoring in 2015. Accreditation mean

and percentile values for 2016 and 2015 are provided for reference only.

25th; 2.31 25th; 2.31

50th; 2.37 50th; 2.37

75th; 2.4175th; 2.42

90th; 2.4690th; 2.45

2.4063

2014* 2015* 2016

25th; 2.37 25th; 2.36

50th; 2.4150th; 2.42

75th; 2.4575th; 2.46

90th; 2.49 90th; 2.492.4661

2014* 2015* 2016

25th; 2.48 25th; 2.48

50th; 2.54 50th; 2.54

75th; 2.58 75th; 2.58

90th; 2.64 90th; 2.64

2.6653

2014* 2015* 2016

25th; 2.48 25th; 2.48

50th; 2.54 50th; 2.54

75th; 2.58 75th; 2.58

90th; 2.61 90th; 2.61

2.4864

2014* 2015* 2016


49130

Coordination of Care2016 NCQA Accreditation Percentile: NA

NCQA added this measure to Accreditation scoring in 2016. The

2014/2015 area of the chart represents the current NCQA benchmark

and threshold levels. The cross-hatched pattern indicates that they

were not used in Acreditation scoring prior to 2016 and are provided

for reference only.

* The plan did not collect survey data in a given year. "(NA)" indicates

that the score is not reportable by NCQA because fewer than 100

responses were collected for the measure.

25th; 2.33 25th; 2.33

50th; 2.39 50th; 2.39

75th; 2.43 75th; 2.43

90th; 2.49 90th; 2.49

2014* 2015* 2016 (NA)


KEY DRIVER ANALYSIS

OBJECTIVES

CSS’s Key Driver Analysis (KDA) highlights some of the key differences between high- and low-rated health plans at the industry level. The principal objectives

of the KDA are:

To isolate a set of plan attributes, or key drivers, that distinguish high-rated plans from low-rated plans;

To highlight industry best practices on the key driver measures;

To compare ABH of LA to industry best practices in these areas; and

To estimate the impact of improving the plan’s performance on these measures on its overall rating.

TECHNICAL APPROACH

INDUSTRY VIEW

Industry-level analysis, which uses health plans as units of analysis, has a number of important advantages compared to the alternative approach, which

focuses on member experiences within a single plan. Certain plan attributes are strongly related to member satisfaction at the industry level. However, these

relationships may be missed if we focus on only one plan at a time. For example, it has been shown that plans that are rated highly on measures of access and

availability of care tend to have high overall ratings. Conversely, poor access scores are associated with low overall plan scores. This relationship is readily

apparent when ratings are compared across plans. However, within a specific plan, member experiences may not be sufficiently varied to reveal the underlying

relationship. That is, if all of the plan’s members are equally dissatisfied with access to care, this measure will show a misleadingly low correlation with the

overall rating of the plan. As a result, the plan may underestimate the key role of access to care as a driver of member satisfaction and miss a critical

opportunity for improvement.

In addition, expressing every CAHPS survey variable as a plan-level rate yields a complete and rich information set on each plan. This effectively eliminates any

“gaps” in respondent-level data from a single plan caused by survey skip patterns and allows every response to be used in the analysis.

Finally, in addition to the standard CAHPS performance measures, other sources of differences between health plans can be explored, increasing the

explanatory power of the model and allowing for more precise estimation of the individual key driver effects. These include experience rates, which are based


on responses to the CAHPS screener questions. Screeners establish whether a member had a particular type of experience or interaction with the plan (e.g.,

contacted customer service, searched for information in the plan’s written materials, etc.). CSS’s analysis shows that these experience variables explain a

significant portion of the plan’s overall satisfaction score. Additional components of the overall score include utilization rates and demographic characteristics

of the plan’s membership, addressed in more detail in the Analysis of Member Characteristics section of this report. Clearly, from the plan’s perspective, some

of these factors are more actionable than others. However, to yield an accurate model of key drivers of member satisfaction, the analysis must take into

account any and all measurable influences on the overall rating of the plan.

KEY DRIVER MODEL DEVELOPMENT

The CSS Key Driver Model was developed on the basis of a rich dataset of CAHPS survey results comprising 240 Adult Medicaid samples included in NCQA’s

Quality Compass database in 2015 and 2014. CSS performed regression analysis of health plan ratings to identify the sources of variation in overall satisfaction

scores across the industry spectrum, using individual health plans as units of analysis. Regression analysis expresses mathematically the relationship between

plan attributes (predictors) and overall satisfaction scores, controlling for interdependencies among the predictors and other factors that may influence ratings

(e.g., member demographics, utilization patterns, etc.). Predictors were chosen carefully to yield a model that is both meaningful and actionable from the

health plan’s point of view.

All of the plan variables, including potential drivers of satisfaction (i.e., variables that the plan may consider actionable) and control variables (member

demographics, health status, utilization rates, product type, and year of data collection) were entered into the regression model, and the independent

contribution of each variable was estimated. As in the past, CSS excluded Rating of All Health Care from the list of predictors both because of its high

correlation with Rating of Health Plan and the presence of other survey items that measure more specific aspects of member experience. If included, Rating of

all Health Care would account for a large portion of the variance and confound coefficient estimates for the remaining variables in the model.


INDUSTRY KEY DRIVER MODEL

The table below lists seven key drivers of Adult Medicaid member satisfaction in order of importance, from highest to lowest, based on their relative

contribution to the Rating of Health Plan score. All of these variables have statistically significant coefficients in the regression model (p-value < 0.1).

Performance on these variables, together with the control variables, explains 65 percent of the industry variation in Adult Medicaid health plan ratings. Note

that this ordering reflects only the strength of the overall relationship between each key driver and the health plan score at the industry level. It does not take

into account how ABH of LA is currently performing on these measures, and is thus not necessarily indicative of the plan’s improvement opportunities. Plan-

specific improvement targets, which take into account both the strength of the key driver and the plan’s current performance in the area, are presented

graphically in the next section.

Ratings of the plan are strongly related to members’ ability to get the care they need when they need it (Q14). Making appointments for routine care at a

doctor’s office or clinic (Q5) may also be viewed as an indirect measure of access and availability of care. Doctor and specialist ratings (Q23, Q27) may reflect

the quality of the health plan’s network and its ability to contract with better providers.

The 5 symbol next to Q28 indicates that this variable is negatively related to the overall health plan score. Thus, ABH of LA should work on lowering this rate.

Key Driver Interpretation

Q14. Ease of getting needed care, tests, or treatment (percent Always or Usually)

The higher the proportion of plan members reporting that the necessary care, tests, or treatment were easy to get, the higher the overall plan score

Q28. 5Looked for information in plan's written materials/on the Internet (percent Yes)

The higher the proportion of members who looked for information about how their plan works in written materials or on the Internet, the lower the overall plan score

Q5. Made appointments for routine care at a doctor's office or clinic (percent Yes)

The higher the proportion of members who made appointments for check-up or routine care at a doctor’s office or clinic during the past 6 months, the higher the overall plan score

Q23. Rating of Personal Doctor (percent 8, 9, or 10) The higher the proportion of members rating their personal doctor as 8, 9, or 10, the higher the overall plan score

Q29. Written materials or the Internet provided needed information (percent Always or Usually)

The higher the proportion of members reporting that they found the information they needed in the plan’s written materials or the Internet, the higher the overall plan score

Q27. Rating of Specialist Seen Most Often (percent 8, 9, or 10)

The higher the proportion of members rating their specialist as 8, 9, or 10, the higher the overall plan score

Q31. Health plan customer service provided needed information or help (percent Always or Usually)

The higher the proportion of members who were able to get the information or help they needed from customer service, the higher the overall plan score


OPPORTUNITIES FOR PLAN QUALITY IMPROVEMENT

Exhibit 4 lists opportunities and priorities for improvement identified specifically for ABH of LA. The ordering takes into account both the strength of each key

driver in the broad industry context and the plan’s current performance on the measure.

The middle panel of the chart compares the plan’s current performance to the best practice score on each key driver. CSS defined the best practice score as the

highest score among the nine Adult Medicaid plans contributing to the 2016 CSS Adult Medicaid Average. Room for improvement, represented by the green

arrows on the chart, is the difference between the 2016 ABH of LA score and the best practice score.

The bar chart on the right displays the expected improvement in the overall Rating of Health Plan score that could be achieved by ABH of LA if it performed on

par with the best practice plan on each of the key driver measures. Each bar represents the plan’s room for improvement on the key driver weighted by its

contribution to the Rating of Health Plan score.


EXHIBIT 4. 2016 ABH OF LA ADULT MEDICAID CAHPS SURVEY: KEY AREAS AND PRIORITIES FOR IMPROVEMENT

Overall Improvement Opportunity

Expected Percentage Point Improvement in

Rating of Health Plan score (percent 8 , 9 , or 10 )

if Key Driver Performs at Best Practice Level

Q14. Ease of getting needed care, tests, or

treatment (percent Always or Usually )82.02% 89.13%

Q28. Looked for information in plan's written

materials/on the Internet (percent Yes )5 31.86% 14.38%

Q31. Customer service provided needed

information or help (percent Always or Usually )75.45% 90.24%

Q5. Made appointments for routine care at a

doctor's office or clinic (percent Yes )73.06% 81.52%

Q23. Rating of Personal Doctor (percent 8, 9, or

10 )77.11% 85.61%

Q27. Rating of Specialist Seen Most Often (percent

8, 9, or 10 )81.08% 88.57%

Q29. Plan's written materials/Internet provided

needed information (percent Always or Usually )69.15% 76.19%

* Best score on the key driver measure among all plans included in the 2016 CSS Adult Medicaid Average cssplan

5 next to the key driver measure indicates that lower scores on the measure are desirable

Current Key Driver Performance Room for Improvement on Key Driver

2016 Plan RatePercentage Point Difference Between Current Key

Driver Score and the Best Practice Score*

+4.89%

+4.63%

+2.13%

+1.87%

+1.83%

+1.26%

+0.87%

+7.11%

–17.48%

+14.79%

+8.46%

+8.49%

+7.49%

+7.04%


HEALTH PLAN QUALITY IMPROVEMENT RESOURCES FOR KEY DRIVERS

CSS’s Industry Key Driver Analysis lists improvement opportunities and priorities for ABH of LA. The following is a list of possible interventions and resources

related to each of the key drivers. This section is included as a guide to assist the plan in its quality improvement efforts. Some of these resources may be more

applicable to ABH of LA than others, especially because many of the cited interventions are intended to be implemented at the practice or provider level.

IMPROVING ACCESS TO CARE: SCHEDULING APPOINTMENTS FOR ROUTINE CARE AND THE EASE OF GETTING NEEDED CARE, TESTS, OR

TREATMENT (Q5 & Q14)

Removing barriers to care is central to improving the health care experience of plan members. The following resources suggest ways to improve patient access

to care, tests, and treatment.

Same-Day Appointment Scheduling – The Agency for Healthcare Research and Quality (AHRQ) recommends a method of scheduling that leaves part of

each physician’s day open for same-day appointments, rather than a traditional scheduling model that books appointments weeks or months in advance.

Because the method does not differentiate between urgent and routine care, patients with non-urgent concerns are able to schedule appointments

sooner than under traditional scheduling methods. For more information, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-

strategies-for-improving/access/strategy6a-openaccess.html.

Implement Process Improvements to Streamline Patient Flow – Delays experienced by patients while waiting for care, tests, or treatment can be minimized

through a variety of mechanisms. For example, reallocating tasks such as physical exams and ordering x-rays to physician’s assistants and nurse

practitioners frees up physicians’ time to attend to more pressing patient concerns. The exact form of these improvements will vary widely by practice. See

http://www.ahrq.gov/research/findings/final-reports/ptflow/index.html for AHRQ’s guide for hospitals to plan and implement patient flow improvement

strategies.

Patient-Centered Medical Homes (PCMH) – This model increases patient access to physicians, reducing barriers to receiving care. There are many valuable

sources of information on the medical home model of care. To start, see this Commonwealth Fund transcript:

http://www.commonwealthfund.org/Publications/Fund-Reports/2007/Jun/Closing-the-Divide--How-Medical-Homes-Promote-Equity-in-Health-Care--

Results-From-The-Commonwealth-F.aspx. Family Medicine for America’s Health is a collaboration of family medicine organizations dedicated to improving

health care by expanding and emphasizing primary care, particularly through the use of patient-centered medical homes. See http://fmahealth.org/ for

details and resources. For AHRQ’s resources detailing transitioning a practice to a patient-centered medical home model, see http://www.pcmh.ahrq.gov/.



http://www.ahrq.gov/research/findings/final-reports/ptflow/index.html

http://www.commonwealthfund.org/Publications/Fund-Reports/2007/Jun/Closing-the-Divide--How-Medical-Homes-Promote-Equity-in-Health-Care--Results-From-The-Commonwealth-F.aspx

http://www.commonwealthfund.org/Publications/Fund-Reports/2007/Jun/Closing-the-Divide--How-Medical-Homes-Promote-Equity-in-Health-Care--Results-From-The-Commonwealth-F.aspx

http://fmahealth.org/

http://www.pcmh.ahrq.gov/


Alternative Access Centers – This brief by the Robert Wood Johnson Foundation highlights the growing capacity of retail clinics and telemedicine to meet

patient medical needs, particularly in rural and underserved communities and for patients with acute but non-serious conditions who need care quickly.

Providing patients with alternative venues to access health care, rather than the traditional doctor’s office or hospital, lowers barriers to care. See

http://www.rwjf.org/content/dam/farm/reports/issue_briefs/2015/rwjf419415.

IMPROVING SALIENCY, AVAILABILITY, AND CLARITY OF HEALTH PLAN INFORMATION IN WRITTEN MATERIALS OR INTERNET (Q28 & Q29)

It is important that health plan information be provided to members and that the information addresses member concerns. The first resource highlights the

importance of making plan information available in a variety of formats for different member audiences. The remaining resources focus on helping members

get the most out of the information provided by the plan.

Make Plan Information Accessible to All Members – A Health Research and Educational Trust study found that demographic characteristics, including

education, age, gender, and income, significantly impacted use of an Internet-based decision tool. The tool provided cost information as well as a health

and wellness assessment. The study suggests that effort beyond Internet-based tools is necessary to reach certain demographics. For further information,

see http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3447236/.

Increase Access to Trusted Health Information – Many people look to their health plan for information not only on how the health plan works, but also on

resources to help them improve their health, particularly when dealing with chronic illnesses. For an example of an online information system for patients,

see the Comprehensive Health Enhancement Support System (CHESS) at http://www.chess.wisc.edu/chess/projects/about_chess.aspx. This system has

demonstrated that it increases access to trusted health information and leads to improved outcomes (http://www.ncbi.nlm.nih.gov/pubmed/9894548).

Evaluate the Organization’s Health Literacy Programs – The CDC has developed guidance on health literacy program evaluations, including recommended

sources of communication and health literacy measures. See http://www.cdc.gov/healthliteracy/researchevaluate/program-evaluation.html.

Improve Patient Health Literacy – This guide by the Office of Disease Prevention and Health Promotion outlines steps to improve health literacy, which

may help patients to better absorb the information they obtain from written materials or the Internet. For detailed steps, see

http://www.health.gov/communication/literacy/#tools.

http://www.rwjf.org/content/dam/farm/reports/issue_briefs/2015/rwjf419415


http://www.chess.wisc.edu/chess/projects/about_chess.aspx

http://www.ncbi.nlm.nih.gov/pubmed/9894548

http://www.cdc.gov/healthliteracy/researchevaluate/program-evaluation.html

http://www.health.gov/communication/literacy/#tools


IMPROVING ABILITY OF CUSTOMER SERVICE TO PROVIDE MEMBERS WITH INFORMATION OR HELP (Q31)

As representatives of the plan, customer service staff must ensure that members have confidence and trust in their ability to address their concerns. The

following resources contain recommendations for improving customer service.

Develop Customer Service Standards – To improve customer service, the Agency for Healthcare Research and Quality suggests first articulating which

aspects of customer service are most important to your organization. After developing these standards, monitor performance and promote accountability

among staff. For more information, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-

service/strategy6q-custservice-standards.html.

Iterative Improvement for Member Services – This RAND paper details a case study in which a health plan used additional surveys to supplement CAHPS

results and thoroughly assess member dissatisfaction with customer service. Throughout the process, plan leadership continually examined and adjusted

improvement goals. The intervention resulted in a reduction of wait time for customer service calls and increased member satisfaction with customer

service, as measured on the CAHPS survey. See http://www.rand.org/pubs/working_papers/WR517.html.

Implement Service Recovery Procedures – When customers have a complaint, service recovery programs support customer service personnel in identifying

and remedying the problem. While complaints may be inevitable, proper handling of complaints can reassure patients and restore loyalty to the health

plan. For more information, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-

service/strategy6p-service-recovery.html.



http://www.rand.org/pubs/working_papers/WR517.html




IMPROVING QUALITY OF PHYSICIANS IN HEALTH PLAN NETWORK (Q23 & Q27)

These resources concentrate on improving the physician-patient relationship, with a focus on communication. Implementing the solutions proposed here may

result in patients’ increased rating of doctors.

Improve Physician Communication – Seminars and workshops for physicians serve as a resource for physicians to learn and practice communication

techniques. For example, The California Quality Collaborative has identified nine effective strategies for improving patient experience with health care

providers in their Improving the Patient Experience Change Package (see

http://www.calquality.org/storage/Improving_Pt_Experience_Spread_Change_Pkg_UpdatedMay2011.pdf. For general recommendations related to

physician communication, see http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-

improving/communication/strategy6gtraining.html.

Help Patients Communicate – Patients who can effectively communicate their needs tend to have higher satisfaction with their care. AHRQ recommends

four interventions that prepare patients to better communicate with their providers, including record sharing, writing down talking points prior to visits,

and “coached care” programs. See http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-

improving/communication/strategy6i-shared-decisionmaking.html and http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-

strategies-for-improving/communication/strategy6htools.html. For a sample communication document that providers can distribute to patients before or

during visits, see http://www.rwjf.org/content/dam/farm/toolkits/toolkits/2013/rwjf404048.

Build Physician-Patient Relationships – An article published in the British Journal of General Practice found that patients seeing their preferred doctor rated

their satisfaction with visits significantly higher than patients who did not have a doctor preference or those who would have preferred to see a different

doctor. Prioritizing continuity of care by honoring patients’ physician preferences may increase patient satisfaction. See

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1326072/. Additionally, a study of English National Health Service data found that confidence and trust in

a doctor is an important predictor of overall patient satisfaction. Focusing on building relationships may increase confidence and trust in physicians. See

http://www.ncbi.nlm.nih.gov/pubmed/18416910/.

Improve Referral Communication – The coordination of care between primary and specialist providers can be a challenge and may affect patient

perceptions of their specialist care. Improving the coordination of care and case management can increase patient satisfaction with their specialist. For

examples of interventions that improve care coordination efficiency and quality, see https://innovations.ahrq.gov/profiles/electronic-referrals-and-

communications-reduce-wait-times-specialty-appointments-and as well as https://innovations.ahrq.gov/profiles/referring-physicians-send-electronic-

handoff-note-pertinent-patient-information-emergency.

http://www.calquality.org/storage/Improving_Pt_Experience_Spread_Change_Pkg_UpdatedMay2011.pdf





http://www.rwjf.org/content/dam/farm/toolkits/toolkits/2013/rwjf404048


http://www.ncbi.nlm.nih.gov/pubmed/18416910/





Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL I

APPENDIX

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL II

SURVEY RESULTS AT A GLANCE

2016 2014 2015 2016 2014 2015 2016

Q13. Rating of All Health Care --- --- 74.34% --- --- 226 --- --- 2.3938 (50th) 71.29% 72.49%

Q23. Rating of Personal Doctor --- --- 77.11% --- --- 201 --- --- 2.5075 (50th) 78.44% 79.82%

Q27. Rating of Specialist Seen Most Often --- --- 81.08% --- --- 111 --- --- 2.5586 (50th) 77.68% 80.54%

Q35. Rating of Health Plan --- --- 72.47% --- --- 287 --- --- 2.4286 (25th) 72.22% 75.01%

Getting Needed Care Composite --- --- 79.72% --- --- 176 --- --- 2.4063 (50th) 80.37% 80.82%

Q14. Easy to get needed care --- --- 82.02% --- --- 228 83.58%

Q25. Easy to see specialists --- --- 77.42% --- --- 124 77.17%

Getting Care Quickly Composite --- --- 81.09% --- --- 185 --- --- 2.4661 (75th) 81.44% 80.73%

Q4. Got urgent care as soon as needed --- --- 81.53% --- --- 157 83.25%

Q6. Got routine care as soon as needed --- --- 80.66% --- --- 212 79.62%

How Well Doctors Communicate Composite --- --- 87.25% --- --- 173 --- --- 2.6653 (90th) 90.56% 90.66%

Q17. Doctor explained things --- --- 88.37% --- --- 172 90.69%

Q18. Doctor l istened carefully --- --- 86.71% --- --- 173 90.45%

Q19. Doctor showed respect --- --- 87.79% --- --- 172 93.10% 5

Q20. Doctor spent enough time --- --- 86.13% --- --- 173 88.00%

Customer Service Composite --- --- 83.18% --- --- 110 --- --- 2.4864 (25th) 86.48% 87.11%

Q31. Provided needed information/help --- --- 75.45% --- --- 110 80.13%

Q32. Treated with courtesy/respect --- --- 90.91% --- --- 110 92.84%

Shared Decision Making Composite --- --- 80.17% --- --- 111 78.30% 78.71%

Q10. Discussed reasons to take a medicine --- --- 95.54% --- --- 112 91.79%

Q11. Discussed reasons not to take a medicine --- --- 69.09% --- --- 110 67.56%

Q12. Discussed what was best for you --- --- 75.89% --- --- 112 75.55%

Q8. Health Promotion and Education (% Yes) --- --- 71.56% --- --- 225 72.94% 71.27%

Q22. Coordination of Care (% Always or Usually) --- --- 81.05% (NA) --- --- 95 2.4105 (NA) 82.30% 81.56%

Advising Smokers and Tobacco Users to Quit --- --- 74.26% --- --- 101 74.31%

Discussing Cessation Medications --- --- 46.00% --- --- 100 46.09%

Discussing Cessation Strategies --- --- 36.63% --- --- 101 40.61%

Flu Vaccinations for Adults --- --- 32.62% --- --- 282 36.50%

Aspirin Use --- --- 38.10% (NA) --- --- 21 37.33%

Discussing Aspirin Risks and Benefits --- --- 43.18% (NA) --- --- 44 43.76%Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA.

* How Well Doctors Communicate was retired from Accreditation scoring in 2015. Accreditation mean and percentile values for this measure are provided for reference only.

Valid ResponsesGlobal Proportions and Question Summary Rates Accreditation Means and Percentiles2016 CSS Adult

Medicaid

Average

2015 NCQA Adult

Medicaid National

Average, All LOBs2014 2015

Effectiveness of Care

Measures

Overall Ratings

(% 8, 9, or 10)

Getting Needed Care


CAHPS 5.0H Survey Measures

** Shared Decision Making was revised in 2015. 2014 results are not trendable. This composite is not scored for NCQA Accreditation.

49130

"NA" appears next to the result if is not reportable by NCQA due to insufficient denominator (less than 100 responses). In such cases, CSS calculates the result for reference only.

Comparisons to prior-year results and relevant benchmark scores are reported regardless of whether the rate meets the minimum denominator threshold for NCQA reporting (n=100). All statistical tests are conducted at the 95% confidence level prior to rounding.

Statistically significant differences between the plan and the comparison score are marked as 4 when the plan's score is higher or 5 when the plan's score is lower.

Shared Decision

Making**

(% Yes)

Other Areas



How Well Doctors

Communicate*


Customer Service


Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL III

CROSS-TABULATIONS OF SURVEY RESPONSES

Aetna Better Health of LouisianaCAHPS® 5.0H Adult Medicaid Member Satisfaction Survey for Measurement Year 2015 (Fielded February - May 2016)


Ratings

Composites


49130

80.54%

72.49%

82.30% 81.05% 2.4105

Health Promotion and Education 71.27% 72.94% 71.56% 2.4311


Getting Needed Care


Rating of Health Plan

80.82%

Shared Decision Making 78.71% Not scored for Accred.

80.37% 79.72%

80.17%

81.44%

90.56%

81.09%

86.48%

No Applicable Mean

2.6653

2.4864

90th

25th


Rating of All Health Care

Survey Measures*

75th2.4661

72.22%

81.08%

74.34%

50th

50th

25th2.4286

50th2.3938

77.68%

71.29%

72.47%


2.5586

NCQA Accreditation Scoring

2016 Plan Mean

2016 Percentile for Accreditation

Scoring**

Global Proportions

2015 NCQA National

Average, All LOBs

2016 CSS Average

77.11%79.82% 78.44% 2.5075

2016

Plan Rate

50th

* Results were calculated by CSS following NCQA specifications. At least 100 valid responses must be collected for a measure to be reportable by NCQA. A lighter display is used to indicate that a result is not reportable by NCQA due to insufficient denominator (less than 100 responses). In such cases, CSS calculates measure results only for internal plan reporting.** Percentiles are based on the 2016 Accreditation Benchmarks and Thresholds released by NCQA in January 2016. The How Well Doctors Communicate measure was removed from accreditation scoring in 2015. Coordination of Care was added in 2016.

75.01%

81.56%Coordination of Care

78.30%

83.18%87.11%

90.66%

80.73%

2.4063

87.25%

50th

Customer Service


T-1


Effectiveness of Care

2016 Reported

Rate

2016 Rate (Single Year)

Base: All eligible respondents flagged by the plan as being age 18 to 64 as of July 1 of the measurement year

Received a flu vaccination 92 92Usable responses 282 282

FVA Rate 32.6% 32.6%

Base: All eligible respondents who smoke or use tobacco

Advised to quit 75 75Usable responses 101 101

MSC Rate 74.3% 74.3%Discussed medications 46 46

Usable responses 100 100MSC Rate 46.0% 46.0%

Discussed strategies 37 37Usable responses 101 101

MSC Rate 36.6% 36.6%

Base: Members at risk for cardiovascular disease

Take aspirin daily or every other day 8 8Usable responses 21 21

ASP Rate 38.1% 38.1%Doctor or other provider discussed risks and benefits of aspirin 19 19

Usable responses 44 44ASP Rate 43.2% 43.2%

49130

CAHPS® 5.0H Adult Medicaid Member Satisfaction Survey for Measurement Year 2015 (Fielded February - May 2016)

Medical Assistance with Smoking and Tobacco Use Cessation (MSC)

Advising Smokers and Tobacco Users to Quit

Discussing Cessation Medications

Discussing Cessation Strategies

Aspirin Use and Discussion (ASP)*

Aspirin Use

Discussing Aspirin Risks and Benefits

Note: results are presented regardless of whether the plan is reporting the measure(s) to NCQA or meets the minimum reporting threshold of 100 valid responses. A lighter display is used to indicate that the measure does not meet the NCQA minimum denominator threshold. The 2016 Reported Rate for the MSC and ASP measures were calculated using NCQA's rolling average methodology. The FVA measure was added as a first-year measure for the Adult Medicaid survey in 2016 and will not be publicly reported. For more detail on the calculation of these rates, please refer to HEDIS® 2016, Volume 3: Specifications for Survey Measures, Section 2: Effectiveness of Care. CSS provides unofficial Effectiveness of Care results only for internal plan reporting.* NCQA does not publicly report the Aspirin Use or Discussing Asprin Risks and Benefits measures.

Flu Vaccinations for Adults

Flu Vaccinations for Adults Ages 18-64 (FVA)

T-2



Question 3

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 2,934 300 101 192 97 112 81 186 73 28 19 257 115 129 37 77 93 124 64 147 83Number missing or multiple answer 44 2 0 2 0 1 1 2 0 0 0 1 1 0 1 0 1 1 0 1 1Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 2,890 298 101 190 97 111 80 184 73 28 19 256 114 129 36 77 92 123 64 146 82

98.5% 99.3% 100.0% 99.0% 100.0% 99.1% 98.8% 98.9% 100.0% 100.0% 100.0% 99.6% 99.1% 100.0% 97.3% 100.0% 98.9% 99.2% 100.0% 99.3% 98.8%Yes 1,313 160 57 97 43 59 52 98 43 10 7 142 65 72 15 29 41 86 12 84 62

45.4% 53.7% 56.4% 51.1% 44.3% 53.2% 65.0% 53.3% 58.9% 35.7% 36.8% 55.5% 57.0% 55.8% 41.7% 37.7% 44.6% 69.9% 18.8% 57.5% 75.6%No 1,577 138 44 93 54 52 28 86 30 18 12 114 49 57 21 48 51 37 52 62 20

54.6% 46.3% 43.6% 48.9% 55.7% 46.8% 35.0% 46.7% 41.1% 64.3% 63.2% 44.5% 43.0% 44.2% 58.3% 62.3% 55.4% 30.1% 81.3% 42.5% 24.4%Significantly different from column:* A G E J I R R PQ TU SU ST

1 to

4

Som

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Col

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Not

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Mal

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18 to

34

35 to

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55 o

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grad

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Health Status Doctor Visits in Last 6 Months

(Q53) (Q52) (Q54) (Q55) (Q56) (Q36) (Q7)

In the last 6 months, did you have an illness, injury, or condition that needed care right away in a clinic, emergency room, or doctor's office?

2016

CSS

Ave

rage

2016

Gender Age Education Hispanic Race

5 or

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e



Oth

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Exce

llent

or

Very

goo

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Goo

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Fair

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oor

Non

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T-3



Question 4


96.9% 98.1% 96.5% 100.0% 100.0% 98.3% 98.1% 98.0% 100.0% 100.0% 100.0% 99.3% 98.5% 98.6% 100.0% 100.0% 100.0% 97.7% 83.3% 98.8% 100.0%Never 27 6 1 5 1 0 5 5 1 0 0 6 5 0 1 0 1 5 1 3 2

2.1% 3.8% 1.8% 5.2% 2.3% 0.0% 9.8% 5.2% 2.3% 0.0% 0.0% 4.3% 7.8% 0.0% 6.7% 0.0% 2.4% 6.0% 10.0% 3.6% 3.2%Sometimes 186 23 9 13 4 13 4 15 4 1 1 19 8 10 1 3 5 15 3 11 8

14.6% 14.6% 16.4% 13.4% 9.3% 22.4% 7.8% 15.6% 9.3% 10.0% 14.3% 13.5% 12.5% 14.1% 6.7% 10.3% 12.2% 17.9% 30.0% 13.3% 12.9%Usually 290 23 5 18 8 9 6 14 8 1 1 22 8 10 5 5 10 8 2 14 7

22.8% 14.6% 9.1% 18.6% 18.6% 15.5% 11.8% 14.6% 18.6% 10.0% 14.3% 15.6% 12.5% 14.1% 33.3% 17.2% 24.4% 9.5% 20.0% 16.9% 11.3%Always 769 105 40 61 30 36 36 62 30 8 5 94 43 51 8 21 25 56 4 55 45

60.5% 66.9% 72.7% 62.9% 69.8% 62.1% 70.6% 64.6% 69.8% 80.0% 71.4% 66.7% 67.2% 71.8% 53.3% 72.4% 61.0% 66.7% 40.0% 66.3% 72.6%Significantly different from column:*Usually or Always 1,059 128 45 79 38 45 42 76 38 9 6 116 51 61 13 26 35 64 6 69 52

83.3% 81.5% 81.8% 81.4% 88.4% 77.6% 82.4% 79.2% 88.4% 90.0% 85.7% 82.3% 79.7% 85.9% 86.7% 89.7% 85.4% 76.2% 60.0% 83.1% 83.9%Significantly different from column:*NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

18 to

34

35 to

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Col

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Education Hispanic Race Health Status Doctor Visits in Last 6 Months

(Q53) (Q52) (Q54) (Q55) (Q56)

Goo

d

Fair

or P

oor

Non

e

1 to

4

5 or

mor

e

Base: All respondents who needed care right away (Q3)

His

pani

c

Not

His

pani

c

Whi

te

Afric

an-A

mer

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Oth

er

Exce

llent

or

Very

goo

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(Q36) (Q7)

Mal

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Fem

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2016

CSS

Ave

rage

2016

Gender Age

In the last 6 months, when you needed care right away, how often did you get care as soon as you needed?

T-4



Question 5


98.6% 99.0% 100.0% 98.4% 100.0% 99.1% 97.5% 98.4% 100.0% 100.0% 94.7% 99.2% 98.3% 99.2% 100.0% 100.0% 98.9% 98.4% 98.4% 98.6% 100.0%Yes 2,088 217 71 141 57 89 66 135 53 21 10 191 89 96 23 49 65 99 18 116 77

72.2% 73.1% 70.3% 74.6% 58.8% 80.2% 83.5% 73.8% 72.6% 75.0% 55.6% 74.9% 78.8% 75.0% 62.2% 63.6% 70.7% 81.1% 28.6% 80.0% 92.8%No 804 80 30 48 40 22 13 48 20 7 8 64 24 32 14 28 27 23 45 29 6

27.8% 26.9% 29.7% 25.4% 41.2% 19.8% 16.5% 26.2% 27.4% 25.0% 44.4% 25.1% 21.2% 25.0% 37.8% 36.4% 29.3% 18.9% 71.4% 20.0% 7.2%Significantly different from column:* FG E E O M R P TU SU ST


Fair

or P

oor

Non

e

1 to

4

5 or

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Not

His

pani

c

Whi

te

Afric

an-A

mer

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Oth

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Exce

llent

or

Very

goo

d

Goo

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(Q7)

Mal

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Fem

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18 to

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35 to

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Hispanic

(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did you make any appointments for a check-up or routine care at a doctor's office or clinic?

2016

CSS

Ave

rage

2016

Gender Age Education

NA - Not Applicable

Race Health Status Doctor Visits in Last 6 Months

T-5



Question 6


96.6% 97.7% 97.2% 97.9% 100.0% 96.6% 97.0% 97.0% 98.1% 100.0% 100.0% 97.9% 97.8% 96.9% 100.0% 93.9% 100.0% 98.0% 100.0% 96.6% 100.0%Never 42 4 1 3 0 1 2 1 1 1 0 3 1 1 1 1 1 2 2 2 0

2.1% 1.9% 1.4% 2.2% 0.0% 1.2% 3.1% 0.8% 1.9% 4.8% 0.0% 1.6% 1.1% 1.1% 4.3% 2.2% 1.5% 2.1% 11.1% 1.8% 0.0%Sometimes 369 37 13 24 8 20 9 22 7 7 4 32 17 14 4 8 9 20 4 25 7

18.3% 17.5% 18.8% 17.4% 14.0% 23.3% 14.1% 16.8% 13.5% 33.3% 40.0% 17.1% 19.5% 15.1% 17.4% 17.4% 13.8% 20.6% 22.2% 22.3% 9.1%Usually 470 35 10 24 12 15 8 25 9 1 1 31 15 13 5 8 16 11 4 22 9

23.3% 16.5% 14.5% 17.4% 21.1% 17.4% 12.5% 19.1% 17.3% 4.8% 10.0% 16.6% 17.2% 14.0% 21.7% 17.4% 24.6% 11.3% 22.2% 19.6% 11.7%Always 1,136 136 45 87 37 50 45 83 35 12 5 121 54 65 13 29 39 64 8 63 61

56.3% 64.2% 65.2% 63.0% 64.9% 58.1% 70.3% 63.4% 67.3% 57.1% 50.0% 64.7% 62.1% 69.9% 56.5% 63.0% 60.0% 66.0% 44.4% 56.3% 79.2%Significantly different from column:* A U TUsually or Always 1,606 171 55 111 49 65 53 108 44 13 6 152 69 78 18 37 55 75 12 85 70

79.6% 80.7% 79.7% 80.4% 86.0% 75.6% 82.8% 82.4% 84.6% 61.9% 60.0% 81.3% 79.3% 83.9% 78.3% 80.4% 84.6% 77.3% 66.7% 75.9% 90.9%Significantly different from column:* U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

Non

e

1 to

4

5 or

mor

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Base: All respondents who made an appointment for a check-up or routine care (Q5)

Not

His

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Whi

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Afric

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(Q7)

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His

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Hispanic Race Health Status Doctor Visits in Last 6 Months

(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did you get an appointment for a check-up or routine care at a doctor's office or clinic as soon as you needed?

2016

CSS

Ave

rage

2016


Fair

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Question 7


98.1% 98.0% 99.0% 97.4% 100.0% 98.2% 95.1% 97.3% 100.0% 100.0% 100.0% 97.7% 98.3% 96.9% 100.0% 98.7% 98.9% 96.8% 100.0% 100.0% 100.0%None 607 64 23 39 30 20 9 41 14 4 8 48 23 21 12 22 23 17 64 0 0

21.1% 21.8% 23.0% 20.9% 30.9% 18.2% 11.7% 22.7% 19.2% 14.3% 42.1% 19.1% 20.4% 16.8% 32.4% 28.9% 25.0% 14.2% 100.0% 0.0% 0.0%1 time 473 38 12 26 10 18 9 21 9 7 1 34 15 17 4 12 11 15 0 38 0

16.4% 12.9% 12.0% 13.9% 10.3% 16.4% 11.7% 11.6% 12.3% 25.0% 5.3% 13.5% 13.3% 13.6% 10.8% 15.8% 12.0% 12.5% 0.0% 25.9% 0.0%2 550 43 18 25 15 10 17 33 6 3 3 37 17 20 6 10 14 18 0 43 0

19.1% 14.6% 18.0% 13.4% 15.5% 9.1% 22.1% 18.2% 8.2% 10.7% 15.8% 14.7% 15.0% 16.0% 16.2% 13.2% 15.2% 15.0% 0.0% 29.3% 0.0%3 381 42 18 24 8 17 17 28 10 3 2 39 19 15 5 8 16 18 0 42 0

13.2% 14.3% 18.0% 12.8% 8.2% 15.5% 22.1% 15.5% 13.7% 10.7% 10.5% 15.5% 16.8% 12.0% 13.5% 10.5% 17.4% 15.0% 0.0% 28.6% 0.0%4 285 24 6 16 9 9 6 14 9 1 2 20 6 14 2 3 10 11 0 24 0

9.9% 8.2% 6.0% 8.6% 9.3% 8.2% 7.8% 7.7% 12.3% 3.6% 10.5% 8.0% 5.3% 11.2% 5.4% 3.9% 10.9% 9.2% 0.0% 16.3% 0.0%5 to 9 405 49 11 36 14 22 11 24 17 5 1 44 19 24 3 10 9 28 0 0 49

14.1% 16.7% 11.0% 19.3% 14.4% 20.0% 14.3% 13.3% 23.3% 17.9% 5.3% 17.5% 16.8% 19.2% 8.1% 13.2% 9.8% 23.3% 0.0% 0.0% 59.0%10 or more times 177 34 12 21 11 14 8 20 8 5 2 29 14 14 5 11 9 13 0 0 34

6.2% 11.6% 12.0% 11.2% 11.3% 12.7% 10.4% 11.0% 11.0% 17.9% 10.5% 11.6% 12.4% 11.2% 13.5% 14.5% 9.8% 10.8% 0.0% 0.0% 41.0%5 or more times 582 83 23 57 25 36 19 44 25 10 3 73 33 38 8 21 18 41 0 0 83

20.2% 28.2% 23.0% 30.5% 25.8% 32.7% 24.7% 24.3% 34.2% 35.7% 15.8% 29.1% 29.2% 30.4% 21.6% 27.6% 19.6% 34.2% 0.0% 0.0% 100.0%Significantly different from column:* A R Q U U STNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, not counting the times you went to an emergency room, how many times did you go to a doctor's office or clinic to get health care for yourself?

2016

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2016


T-7



Question 8


98.9% 97.8% 98.7% 97.3% 98.5% 96.7% 98.5% 96.4% 100.0% 100.0% 90.9% 98.0% 95.6% 99.0% 100.0% 96.3% 98.6% 98.1% --- 97.3% 98.8%Yes 1,639 161 47 110 48 65 46 93 48 17 4 146 62 73 20 35 53 70 0 93 68

72.9% 71.6% 61.8% 76.4% 72.7% 74.7% 68.7% 68.9% 81.4% 70.8% 40.0% 73.4% 72.1% 70.9% 80.0% 67.3% 77.9% 69.3% --- 65.0% 82.9%No 608 64 29 34 18 22 21 42 11 7 6 53 24 30 5 17 15 31 0 50 14

27.1% 28.4% 38.2% 23.6% 27.3% 25.3% 31.3% 31.1% 18.6% 29.2% 60.0% 26.6% 27.9% 29.1% 20.0% 32.7% 22.1% 30.7% --- 35.0% 17.1%Significantly different from column:* D C U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did you and a doctor or other health provider talk about specific things you could do to prevent illness?

2016

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2016


T-8



Question 9


98.5% 98.3% 97.4% 98.6% 100.0% 96.7% 98.5% 97.1% 100.0% 100.0% 100.0% 98.5% 96.7% 100.0% 96.0% 98.1% 97.1% 99.0% --- 98.0% 98.8%Yes 1,058 113 31 79 33 40 38 56 42 12 5 99 48 46 13 25 33 52 0 65 48

47.3% 50.0% 41.3% 54.1% 49.3% 46.0% 56.7% 41.2% 71.2% 50.0% 45.5% 49.5% 55.2% 44.2% 54.2% 47.2% 49.3% 51.0% --- 45.1% 58.5%No 1,178 113 44 67 34 47 29 80 17 12 6 101 39 58 11 28 34 50 0 79 34

52.7% 50.0% 58.7% 45.9% 50.7% 54.0% 43.3% 58.8% 28.8% 50.0% 54.5% 50.5% 44.8% 55.8% 45.8% 52.8% 50.7% 49.0% --- 54.9% 41.5%Significantly different from column:* I HNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did you and a doctor or other health provider talk about starting or stopping a prescription medicine?

2016

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2016


T-9



Question 10


99.0% 99.1% 96.8% 100.0% 100.0% 100.0% 97.4% 98.2% 100.0% 100.0% 100.0% 99.0% 97.9% 100.0% 100.0% 100.0% 97.0% 100.0% --- 100.0% 97.9%Yes 961 107 29 75 33 38 34 54 38 12 3 95 46 43 12 24 31 49 0 62 45

91.8% 95.5% 96.7% 94.9% 100.0% 95.0% 91.9% 98.2% 90.5% 100.0% 60.0% 96.9% 97.9% 93.5% 92.3% 96.0% 96.9% 94.2% --- 95.4% 95.7%No 86 5 1 4 0 2 3 1 4 0 2 3 1 3 1 1 1 3 0 3 2

8.2% 4.5% 3.3% 5.1% 0.0% 5.0% 8.1% 1.8% 9.5% 0.0% 40.0% 3.1% 2.1% 6.5% 7.7% 4.0% 3.1% 5.8% --- 4.6% 4.3%Significantly different from column:*NA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Did you and a doctor or other health provider talk about the reasons you might want to take a medicine?

2016

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2016


T-10



Question 11


98.2% 97.3% 93.5% 98.7% 100.0% 100.0% 92.1% 96.4% 97.6% 100.0% 80.0% 99.0% 97.9% 97.8% 92.3% 96.0% 97.0% 98.1% --- 96.9% 97.9%Yes 702 76 13 60 25 27 22 33 32 9 2 70 36 26 10 16 23 35 0 42 34

67.6% 69.1% 44.8% 76.9% 75.8% 67.5% 62.9% 61.1% 78.0% 75.0% 50.0% 71.4% 76.6% 57.8% 83.3% 66.7% 71.9% 68.6% --- 66.7% 72.3%No 337 34 16 18 8 13 13 21 9 3 2 28 11 19 2 8 9 16 0 21 13

32.4% 30.9% 55.2% 23.1% 24.2% 32.5% 37.1% 38.9% 22.0% 25.0% 50.0% 28.6% 23.4% 42.2% 16.7% 33.3% 28.1% 31.4% --- 33.3% 27.7%Significantly different from column:* D CNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Did you and a doctor or other health provider talk about the reasons you might not want to take a medicine?

2016

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2016


T-11



Question 12


98.2% 99.1% 100.0% 98.7% 100.0% 100.0% 97.4% 100.0% 97.6% 100.0% 80.0% 100.0% 100.0% 100.0% 92.3% 100.0% 100.0% 98.1% --- 98.5% 100.0%Yes 785 85 22 61 27 34 23 41 30 12 4 76 36 37 8 21 24 38 0 47 38

75.6% 75.9% 71.0% 78.2% 81.8% 85.0% 62.2% 73.2% 73.2% 100.0% 100.0% 76.8% 75.0% 80.4% 66.7% 84.0% 72.7% 74.5% --- 73.4% 79.2%No 254 27 9 17 6 6 14 15 11 0 0 23 12 9 4 4 9 13 0 17 10

24.4% 24.1% 29.0% 21.8% 18.2% 15.0% 37.8% 26.8% 26.8% 0.0% 0.0% 23.2% 25.0% 19.6% 33.3% 16.0% 27.3% 25.5% --- 26.6% 20.8%Significantly different from column:* G FNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

When you talked about starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for you?

2016

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2016


T-12



Question 13


98.8% 98.3% 98.7% 98.0% 100.0% 95.6% 100.0% 98.6% 96.6% 100.0% 100.0% 98.0% 97.8% 98.1% 100.0% 98.1% 98.6% 98.1% --- 98.0% 98.8%11 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0.5% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% --- 0.0% 0.0%1 9 2 0 2 0 0 2 1 0 1 0 2 1 1 0 0 0 2 0 2 0

0.4% 0.9% 0.0% 1.4% 0.0% 0.0% 2.9% 0.7% 0.0% 4.2% 0.0% 1.0% 1.1% 1.0% 0.0% 0.0% 0.0% 2.0% --- 1.4% 0.0%2 28 4 2 2 1 2 0 2 1 0 0 4 3 1 0 0 1 3 0 2 2

1.2% 1.8% 2.6% 1.4% 1.5% 2.3% 0.0% 1.4% 1.8% 0.0% 0.0% 2.0% 3.4% 1.0% 0.0% 0.0% 1.5% 3.0% --- 1.4% 2.4%3 42 5 1 4 1 2 2 4 1 0 0 4 2 1 1 0 0 5 0 5 0

1.9% 2.2% 1.3% 2.8% 1.5% 2.3% 2.9% 2.9% 1.8% 0.0% 0.0% 2.0% 2.3% 1.0% 4.0% 0.0% 0.0% 5.0% --- 3.5% 0.0%4 42 7 2 4 1 3 2 5 1 0 0 5 3 2 0 1 2 4 0 5 2

1.9% 3.1% 2.6% 2.8% 1.5% 3.5% 2.9% 3.6% 1.8% 0.0% 0.0% 2.5% 3.4% 2.0% 0.0% 1.9% 2.9% 4.0% --- 3.5% 2.4%5 178 14 5 9 4 7 3 9 3 1 1 12 8 3 2 0 5 9 0 7 7

7.9% 6.2% 6.6% 6.2% 6.0% 8.1% 4.4% 6.5% 5.3% 4.2% 9.1% 6.0% 9.1% 2.9% 8.0% 0.0% 7.4% 8.9% --- 4.9% 8.5%6 110 11 2 9 3 5 3 7 3 1 0 11 5 6 0 2 4 4 0 7 4

4.9% 4.9% 2.6% 6.2% 4.5% 5.8% 4.4% 5.1% 5.3% 4.2% 0.0% 5.5% 5.7% 5.9% 0.0% 3.8% 5.9% 4.0% --- 4.9% 4.9%7 224 15 6 9 4 7 3 8 2 4 0 14 5 7 2 4 6 5 0 10 5

10.0% 6.6% 7.9% 6.2% 6.0% 8.1% 4.4% 5.8% 3.5% 16.7% 0.0% 7.0% 5.7% 6.9% 8.0% 7.5% 8.8% 5.0% --- 6.9% 6.1%8 427 36 11 24 13 11 11 21 10 4 3 29 13 16 6 3 17 15 0 26 10

19.0% 15.9% 14.5% 16.6% 19.4% 12.8% 16.2% 15.2% 17.5% 16.7% 27.3% 14.6% 14.8% 15.7% 24.0% 5.7% 25.0% 14.9% --- 18.1% 12.2%9 337 24 13 10 5 9 10 16 6 2 1 22 11 9 4 4 9 10 0 13 11

15.0% 10.6% 17.1% 6.9% 7.5% 10.5% 14.7% 11.6% 10.5% 8.3% 9.1% 11.1% 12.5% 8.8% 16.0% 7.5% 13.2% 9.9% --- 9.0% 13.4%835 108 34 72 35 40 32 65 30 11 6 96 37 56 10 39 24 44 0 67 41

37.2% 47.8% 44.7% 49.7% 52.2% 46.5% 47.1% 47.1% 52.6% 45.8% 54.5% 48.2% 42.0% 54.9% 40.0% 73.6% 35.3% 43.6% --- 46.5% 50.0%



NA - Not Applicable

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your health care in the last 6 months?

2016

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2016


T-13



Question 13


98.8% 98.3% 98.7% 98.0% 100.0% 95.6% 100.0% 98.6% 96.6% 100.0% 100.0% 98.0% 97.8% 98.1% 100.0% 98.1% 98.6% 98.1% --- 98.0% 98.8%0 to 4 132 18 5 12 3 7 6 12 3 1 0 15 9 5 1 1 3 14 0 14 4

5.9% 8.0% 6.6% 8.3% 4.5% 8.1% 8.8% 8.7% 5.3% 4.2% 0.0% 7.5% 10.2% 4.9% 4.0% 1.9% 4.4% 13.9% --- 9.7% 4.9%5 178 14 5 9 4 7 3 9 3 1 1 12 8 3 2 0 5 9 0 7 7

7.9% 6.2% 6.6% 6.2% 6.0% 8.1% 4.4% 6.5% 5.3% 4.2% 9.1% 6.0% 9.1% 2.9% 8.0% 0.0% 7.4% 8.9% --- 4.9% 8.5%6 or 7 334 26 8 18 7 12 6 15 5 5 0 25 10 13 2 6 10 9 0 17 9

14.9% 11.5% 10.5% 12.4% 10.4% 14.0% 8.8% 10.9% 8.8% 20.8% 0.0% 12.6% 11.4% 12.7% 8.0% 11.3% 14.7% 8.9% --- 11.8% 11.0%8 to 10 1,599 168 58 106 53 60 53 102 46 17 10 147 61 81 20 46 50 69 0 106 62

71.3% 74.3% 76.3% 73.1% 79.1% 69.8% 77.9% 73.9% 80.7% 70.8% 90.9% 73.9% 69.3% 79.4% 80.0% 86.8% 73.5% 68.3% --- 73.6% 75.6%Significantly different from column:* R P

420 43 12 30 10 19 12 28 9 3 1 38 22 14 3 3 12 27 0 28 1518.7% 19.0% 15.8% 20.7% 14.9% 22.1% 17.6% 20.3% 15.8% 12.5% 9.1% 19.1% 25.0% 13.7% 12.0% 5.7% 17.6% 26.7% --- 19.4% 18.3%

651 51 17 33 17 18 14 29 12 8 3 43 18 23 8 7 23 20 0 36 1529.0% 22.6% 22.4% 22.8% 25.4% 20.9% 20.6% 21.0% 21.1% 33.3% 27.3% 21.6% 20.5% 22.5% 32.0% 13.2% 33.8% 19.8% --- 25.0% 18.3%1,172 132 47 82 40 49 42 81 36 13 7 118 48 65 14 43 33 54 0 80 52

52.3% 58.4% 61.8% 56.6% 59.7% 57.0% 61.8% 58.7% 63.2% 54.2% 63.6% 59.3% 54.5% 63.7% 56.0% 81.1% 48.5% 53.5% --- 55.6% 63.4%Significantly different from column:* QR P P



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(Q53) (Q52) (Q54) (Q55) (Q56)

Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your health care in the last 6 months?

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Gender Age

T-14



Question 14


98.7% 99.1% 100.0% 98.6% 98.5% 98.9% 100.0% 99.3% 98.3% 100.0% 100.0% 99.0% 97.8% 100.0% 100.0% 96.3% 100.0% 100.0% --- 98.6% 100.0%Never 56 7 1 6 1 3 3 6 1 0 0 7 2 4 1 0 1 6 0 6 1

2.5% 3.1% 1.3% 4.1% 1.5% 3.4% 4.4% 4.3% 1.7% 0.0% 0.0% 3.5% 2.3% 3.8% 4.0% 0.0% 1.4% 5.8% --- 4.1% 1.2%Sometimes 312 34 12 22 9 16 8 22 4 6 3 28 14 13 4 4 9 20 0 28 6

13.9% 14.9% 15.6% 15.1% 13.6% 18.0% 11.8% 15.8% 6.9% 25.0% 27.3% 13.9% 15.9% 12.5% 16.0% 7.7% 13.0% 19.4% --- 19.3% 7.2%Usually 673 49 14 33 14 22 11 29 15 3 2 42 23 17 5 9 16 23 0 25 24

30.0% 21.5% 18.2% 22.6% 21.2% 24.7% 16.2% 20.9% 25.9% 12.5% 18.2% 20.9% 26.1% 16.3% 20.0% 17.3% 23.2% 22.3% --- 17.2% 28.9%Always 1,200 138 50 85 42 48 46 82 38 15 6 124 49 70 15 39 43 54 0 86 52

53.5% 60.5% 64.9% 58.2% 63.6% 53.9% 67.6% 59.0% 65.5% 62.5% 54.5% 61.7% 55.7% 67.3% 60.0% 75.0% 62.3% 52.4% --- 59.3% 62.7%Significantly different from column:* A R PUsually or Always 1,873 187 64 118 56 70 57 111 53 18 8 166 72 87 20 48 59 77 0 111 76

83.6% 82.0% 83.1% 80.8% 84.8% 78.7% 83.8% 79.9% 91.4% 75.0% 72.7% 82.6% 81.8% 83.7% 80.0% 92.3% 85.5% 74.8% --- 76.6% 91.6%Significantly different from column:* I H R P U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56)

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2016

Gender Age

In the last 6 months, how often was it easy to get the care, tests, or treatment you needed?

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Question 15


98.5% 99.0% 99.0% 99.5% 100.0% 98.2% 100.0% 98.9% 100.0% 100.0% 94.7% 99.6% 100.0% 98.4% 100.0% 96.1% 100.0% 100.0% 98.4% 99.3% 98.8%Yes 2,388 209 72 133 61 82 62 136 51 15 9 183 91 86 22 41 69 96 30 110 63

82.6% 70.4% 72.0% 69.6% 62.9% 74.5% 76.5% 73.9% 69.9% 53.6% 50.0% 71.5% 79.1% 67.7% 59.5% 55.4% 74.2% 77.4% 47.6% 75.3% 76.8%No 502 88 28 58 36 28 19 48 22 13 9 73 24 41 15 33 24 28 33 36 19

17.4% 29.6% 28.0% 30.4% 37.1% 25.5% 23.5% 26.1% 30.1% 46.4% 50.0% 28.5% 20.9% 32.3% 40.5% 44.6% 25.8% 22.6% 52.4% 24.7% 23.2%Significantly different from column:* A G E J H NO M M QR P P TU S SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

A personal doctor is the one you would see if you need a check-up, want advice about a health problem, or get sick or hurt. Do you have a personal doctor?

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T-16



Question 16


97.4% 96.7% 98.6% 95.5% 100.0% 92.7% 98.4% 95.6% 98.0% 100.0% 100.0% 96.2% 97.8% 94.2% 100.0% 97.6% 95.7% 97.9% 100.0% 98.2% 95.2%None 386 28 11 17 15 9 3 15 7 4 1 25 12 8 5 10 11 7 16 6 6

16.6% 13.9% 15.5% 13.4% 24.6% 11.8% 4.9% 11.5% 14.0% 26.7% 11.1% 14.2% 13.5% 9.9% 22.7% 25.0% 16.7% 7.4% 53.3% 5.6% 10.0%1 time 501 42 12 29 15 15 11 24 14 3 2 38 21 16 3 9 14 18 9 25 6

21.5% 20.8% 16.9% 22.8% 24.6% 19.7% 18.0% 18.5% 28.0% 20.0% 22.2% 21.6% 23.6% 19.8% 13.6% 22.5% 21.2% 19.1% 30.0% 23.1% 10.0%2 527 39 17 21 11 10 16 29 5 3 3 30 18 15 4 9 14 15 3 31 5

22.7% 19.3% 23.9% 16.5% 18.0% 13.2% 26.2% 22.3% 10.0% 20.0% 33.3% 17.0% 20.2% 18.5% 18.2% 22.5% 21.2% 16.0% 10.0% 28.7% 8.3%3 314 32 11 20 7 12 13 22 9 0 0 30 17 13 2 4 15 13 1 27 3

13.5% 15.8% 15.5% 15.7% 11.5% 15.8% 21.3% 16.9% 18.0% 0.0% 0.0% 17.0% 19.1% 16.0% 9.1% 10.0% 22.7% 13.8% 3.3% 25.0% 5.0%4 218 16 5 10 2 10 4 12 3 1 1 13 4 7 4 1 6 9 0 13 3

9.4% 7.9% 7.0% 7.9% 3.3% 13.2% 6.6% 9.2% 6.0% 6.7% 11.1% 7.4% 4.5% 8.6% 18.2% 2.5% 9.1% 9.6% 0.0% 12.0% 5.0%5 to 9 283 35 12 23 6 16 13 22 9 3 1 31 12 18 3 3 4 28 1 6 27

12.2% 17.3% 16.9% 18.1% 9.8% 21.1% 21.3% 16.9% 18.0% 20.0% 11.1% 17.6% 13.5% 22.2% 13.6% 7.5% 6.1% 29.8% 3.3% 5.6% 45.0%10 or more times 97 10 3 7 5 4 1 6 3 1 1 9 5 4 1 4 2 4 0 0 10

4.2% 5.0% 4.2% 5.5% 8.2% 5.3% 1.6% 4.6% 6.0% 6.7% 11.1% 5.1% 5.6% 4.9% 4.5% 10.0% 3.0% 4.3% 0.0% 0.0% 16.7%5 or more times 380 45 15 30 11 20 14 28 12 4 2 40 17 22 4 7 6 32 1 6 37

16.3% 22.3% 21.1% 23.6% 18.0% 26.3% 23.0% 21.5% 24.0% 26.7% 22.2% 22.7% 19.1% 27.2% 18.2% 17.5% 9.1% 34.0% 3.3% 5.6% 61.7%Significantly different from column:* A R Q U U STNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how many times did you visit your personal doctor to get care for yourself?

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2016


T-17



Question 17


99.6% 98.9% 100.0% 98.2% 100.0% 100.0% 96.6% 98.3% 100.0% 100.0% 100.0% 99.3% 97.4% 100.0% 100.0% 100.0% 100.0% 97.7% 100.0% 98.0% 100.0%Never 33 6 4 2 1 2 2 5 0 0 0 6 4 1 1 0 2 4 0 4 2

1.7% 3.5% 6.7% 1.9% 2.2% 3.0% 3.6% 4.4% 0.0% 0.0% 0.0% 4.0% 5.3% 1.4% 5.9% 0.0% 3.6% 4.7% 0.0% 4.0% 3.7%Sometimes 147 14 3 11 0 10 4 10 2 1 0 12 5 7 1 0 3 11 0 10 3

7.6% 8.1% 5.0% 10.2% 0.0% 14.9% 7.1% 8.8% 4.7% 9.1% 0.0% 8.0% 6.7% 9.6% 5.9% 0.0% 5.5% 12.9% 0.0% 10.0% 5.6%Usually 320 8 1 7 2 3 3 6 2 0 0 6 2 5 0 2 4 2 0 5 3

16.6% 4.7% 1.7% 6.5% 4.3% 4.5% 5.4% 5.3% 4.7% 0.0% 0.0% 4.0% 2.7% 6.8% 0.0% 6.7% 7.3% 2.4% 0.0% 5.0% 5.6%Always 1,433 144 52 88 43 52 47 92 39 10 8 126 64 60 15 28 46 68 14 81 46

74.1% 83.7% 86.7% 81.5% 93.5% 77.6% 83.9% 81.4% 90.7% 90.9% 100.0% 84.0% 85.3% 82.2% 88.2% 93.3% 83.6% 80.0% 100.0% 81.0% 85.2%Significantly different from column:* A F EUsually or Always 1,753 152 53 95 45 55 50 98 41 10 8 132 66 65 15 30 50 70 14 86 49

90.7% 88.4% 88.3% 88.0% 97.8% 82.1% 89.3% 86.7% 95.3% 90.9% 100.0% 88.0% 88.0% 89.0% 88.2% 100.0% 90.9% 82.4% 100.0% 86.0% 90.7%Significantly different from column:* F ENA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your personal doctor explain things in a way that was easy to understand?

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T-18



Question 18


99.3% 99.4% 100.0% 99.1% 100.0% 100.0% 98.3% 99.1% 100.0% 100.0% 100.0% 100.0% 98.7% 100.0% 100.0% 100.0% 100.0% 98.9% 100.0% 99.0% 100.0%Never 34 8 4 4 1 2 4 6 1 0 0 8 6 1 1 0 3 5 0 6 2

1.8% 4.6% 6.7% 3.7% 2.2% 3.0% 7.0% 5.3% 2.3% 0.0% 0.0% 5.3% 7.9% 1.4% 5.9% 0.0% 5.5% 5.8% 0.0% 5.9% 3.7%Sometimes 150 15 4 11 1 12 2 10 2 2 0 13 5 7 2 0 5 10 0 10 4

7.8% 8.7% 6.7% 10.1% 2.2% 17.9% 3.5% 8.8% 4.7% 18.2% 0.0% 8.6% 6.6% 9.6% 11.8% 0.0% 9.1% 11.6% 0.0% 9.9% 7.4%Usually 301 13 3 10 4 4 5 9 4 0 1 10 6 4 2 0 4 9 0 6 7

15.6% 7.5% 5.0% 9.2% 8.7% 6.0% 8.8% 7.9% 9.3% 0.0% 12.5% 6.6% 7.9% 5.5% 11.8% 0.0% 7.3% 10.5% 0.0% 5.9% 13.0%Always 1,442 137 49 84 40 49 46 89 36 9 7 120 59 61 12 30 43 62 14 79 41

74.8% 79.2% 81.7% 77.1% 87.0% 73.1% 80.7% 78.1% 83.7% 81.8% 87.5% 79.5% 77.6% 83.6% 70.6% 100.0% 78.2% 72.1% 100.0% 78.2% 75.9%Significantly different from column:* R PUsually or Always 1,743 150 52 94 44 53 51 98 40 9 8 130 65 65 14 30 47 71 14 85 48


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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your personal doctor listen carefully to you?

2016

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2016


T-19



Question 19


99.3% 98.9% 100.0% 98.2% 100.0% 98.5% 98.3% 99.1% 97.7% 100.0% 100.0% 99.3% 98.7% 98.6% 100.0% 100.0% 98.2% 98.9% 100.0% 98.0% 100.0%Never 29 6 2 4 0 2 3 4 1 0 0 6 6 0 0 0 2 4 0 5 1

1.5% 3.5% 3.3% 3.7% 0.0% 3.0% 5.3% 3.5% 2.4% 0.0% 0.0% 4.0% 7.9% 0.0% 0.0% 0.0% 3.7% 4.7% 0.0% 5.0% 1.9%Sometimes 104 15 6 9 2 10 3 11 3 0 0 13 6 6 2 0 5 10 0 10 4

5.4% 8.7% 10.0% 8.3% 4.3% 15.2% 5.3% 9.6% 7.1% 0.0% 0.0% 8.7% 7.9% 8.3% 11.8% 0.0% 9.3% 11.6% 0.0% 10.0% 7.4%Usually 240 12 4 8 3 3 6 7 5 0 0 10 6 4 1 1 3 8 0 7 5

12.5% 7.0% 6.7% 7.4% 6.5% 4.5% 10.5% 6.1% 11.9% 0.0% 0.0% 6.7% 7.9% 5.6% 5.9% 3.3% 5.6% 9.3% 0.0% 7.0% 9.3%Always 1,554 139 48 87 41 51 45 92 33 11 8 121 58 62 14 29 44 64 14 78 44


93.1% 87.8% 86.7% 88.0% 95.7% 81.8% 89.5% 86.8% 90.5% 100.0% 100.0% 87.3% 84.2% 91.7% 88.2% 100.0% 87.0% 83.7% 100.0% 85.0% 90.7%Significantly different from column:* A F ENA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your personal doctor show respect for what you had to say?

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2016


T-20



Question 20


99.2% 99.4% 100.0% 99.1% 100.0% 100.0% 98.3% 99.1% 100.0% 100.0% 100.0% 100.0% 98.7% 100.0% 100.0% 100.0% 100.0% 98.9% 100.0% 99.0% 100.0%Never 49 10 4 6 1 4 4 8 1 0 0 10 7 2 1 0 3 7 0 8 2

2.5% 5.8% 6.7% 5.5% 2.2% 6.0% 7.0% 7.0% 2.3% 0.0% 0.0% 6.6% 9.2% 2.7% 5.9% 0.0% 5.5% 8.1% 0.0% 7.9% 3.7%Sometimes 182 14 6 8 1 9 4 10 2 1 0 12 5 7 0 1 3 10 0 10 3

9.5% 8.1% 10.0% 7.3% 2.2% 13.4% 7.0% 8.8% 4.7% 9.1% 0.0% 7.9% 6.6% 9.6% 0.0% 3.3% 5.5% 11.6% 0.0% 9.9% 5.6%Usually 382 22 8 14 6 9 7 13 8 1 2 19 9 9 4 2 6 14 1 10 11

19.8% 12.7% 13.3% 12.8% 13.0% 13.4% 12.3% 11.4% 18.6% 9.1% 25.0% 12.6% 11.8% 12.3% 23.5% 6.7% 10.9% 16.3% 7.1% 9.9% 20.4%Always 1,312 127 42 81 38 45 42 83 32 9 6 110 55 55 12 27 43 55 13 73 38



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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your personal doctor spend enough time with you?

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2016


T-21



Question 21


98.1% 96.6% 98.3% 95.5% 97.8% 95.5% 96.6% 94.8% 100.0% 100.0% 100.0% 98.0% 97.4% 95.9% 94.1% 100.0% 94.5% 96.6% 100.0% 97.1% 96.3%Yes 1,162 97 37 58 21 37 37 59 24 10 3 89 42 41 10 18 29 49 3 55 38

61.0% 57.7% 62.7% 55.2% 46.7% 57.8% 66.1% 54.1% 55.8% 90.9% 37.5% 60.1% 56.0% 58.6% 62.5% 60.0% 55.8% 58.3% 21.4% 55.6% 73.1%No 742 71 22 47 24 27 19 50 19 1 5 59 33 29 6 12 23 35 11 44 14

39.0% 42.3% 37.3% 44.8% 53.3% 42.2% 33.9% 45.9% 44.2% 9.1% 62.5% 39.9% 44.0% 41.4% 37.5% 40.0% 44.2% 41.7% 78.6% 44.4% 26.9%Significantly different from column:* G E TU SU STNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did you get care from a doctor or other health provider besides your personal doctor?

2016

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T-22



Question 22


98.2% 97.9% 100.0% 96.6% 100.0% 100.0% 94.6% 96.6% 100.0% 100.0% 100.0% 98.9% 97.6% 97.6% 100.0% 94.4% 100.0% 98.0% 100.0% 96.4% 100.0%Never 65 6 4 2 0 3 2 5 0 0 0 6 5 0 1 0 1 5 0 5 1

5.7% 6.3% 10.8% 3.6% 0.0% 8.1% 5.7% 8.8% 0.0% 0.0% 0.0% 6.8% 12.2% 0.0% 10.0% 0.0% 3.4% 10.4% 0.0% 9.4% 2.6%Sometimes 137 12 6 6 1 8 3 8 0 3 1 10 2 8 1 2 3 7 1 8 3

12.0% 12.6% 16.2% 10.7% 4.8% 21.6% 8.6% 14.0% 0.0% 30.0% 33.3% 11.4% 4.9% 20.0% 10.0% 11.8% 10.3% 14.6% 33.3% 15.1% 7.9%Usually 294 20 4 16 5 8 7 12 8 0 1 19 9 8 3 1 6 13 0 6 14

25.8% 21.1% 10.8% 28.6% 23.8% 21.6% 20.0% 21.1% 33.3% 0.0% 33.3% 21.6% 22.0% 20.0% 30.0% 5.9% 20.7% 27.1% 0.0% 11.3% 36.8%Always 645 57 23 32 15 18 23 32 16 7 1 53 25 24 5 14 19 23 2 34 20

56.5% 60.0% 62.2% 57.1% 71.4% 48.6% 65.7% 56.1% 66.7% 70.0% 33.3% 60.2% 61.0% 60.0% 50.0% 82.4% 65.5% 47.9% 66.7% 64.2% 52.6%Significantly different from column:* R PUsually or Always 939 77 27 48 20 26 30 44 24 7 2 72 34 32 8 15 25 36 2 40 34


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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your personal doctor seem informed and up-to-date about the care you got from these doctors or other health providers?

2016

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2016


T-23



Question 23


95.8% 96.2% 97.2% 96.2% 95.1% 95.1% 98.4% 96.3% 94.1% 100.0% 100.0% 96.2% 95.6% 96.5% 95.5% 97.6% 94.2% 96.9% 93.3% 96.4% 96.8%13 2 1 1 1 0 0 1 0 0 1 1 1 0 0 0 0 2 1 1 0

0.6% 1.0% 1.4% 0.8% 1.7% 0.0% 0.0% 0.8% 0.0% 0.0% 11.1% 0.6% 1.1% 0.0% 0.0% 0.0% 0.0% 2.2% 3.6% 0.9% 0.0%1 17 5 3 2 1 2 2 5 0 0 0 5 2 2 1 0 2 3 2 2 1

0.7% 2.5% 4.3% 1.6% 1.7% 2.6% 3.3% 3.8% 0.0% 0.0% 0.0% 2.8% 2.3% 2.4% 4.8% 0.0% 3.1% 3.2% 7.1% 1.9% 1.6%2 19 3 2 1 0 2 1 2 1 0 0 3 2 0 0 0 0 3 0 2 1

0.8% 1.5% 2.9% 0.8% 0.0% 2.6% 1.6% 1.5% 2.1% 0.0% 0.0% 1.7% 2.3% 0.0% 0.0% 0.0% 0.0% 3.2% 0.0% 1.9% 1.6%3 31 4 1 3 1 2 1 3 1 0 0 4 3 1 0 0 2 2 1 2 1

1.4% 2.0% 1.4% 2.3% 1.7% 2.6% 1.6% 2.3% 2.1% 0.0% 0.0% 2.3% 3.4% 1.2% 0.0% 0.0% 3.1% 2.2% 3.6% 1.9% 1.6%4 37 6 2 4 0 2 4 4 2 0 0 5 4 2 0 1 1 4 0 5 1

1.6% 3.0% 2.9% 3.1% 0.0% 2.6% 6.6% 3.1% 4.2% 0.0% 0.0% 2.8% 4.6% 2.4% 0.0% 2.5% 1.5% 4.3% 0.0% 4.7% 1.6%5 119 9 3 6 4 4 1 5 2 1 0 7 2 3 3 2 2 5 2 3 3

5.2% 4.5% 4.3% 4.7% 6.9% 5.1% 1.6% 3.8% 4.2% 6.7% 0.0% 4.0% 2.3% 3.6% 14.3% 5.0% 3.1% 5.4% 7.1% 2.8% 4.9%6 88 4 1 3 2 2 0 3 1 0 0 3 2 1 0 0 3 1 0 3 1

3.8% 2.0% 1.4% 2.3% 3.4% 2.6% 0.0% 2.3% 2.1% 0.0% 0.0% 1.7% 2.3% 1.2% 0.0% 0.0% 4.6% 1.1% 0.0% 2.8% 1.6%7 169 13 4 9 3 6 4 9 3 1 1 11 6 6 1 0 6 6 2 6 5

7.4% 6.5% 5.7% 7.0% 5.2% 7.7% 6.6% 6.9% 6.3% 6.7% 11.1% 6.3% 6.9% 7.2% 4.8% 0.0% 9.2% 6.5% 7.1% 5.7% 8.2%8 334 20 8 12 9 6 5 12 7 1 1 19 11 7 2 4 8 8 4 8 8

14.6% 10.0% 11.4% 9.4% 15.5% 7.7% 8.2% 9.2% 14.6% 6.7% 11.1% 10.8% 12.6% 8.4% 9.5% 10.0% 12.3% 8.6% 14.3% 7.5% 13.1%9 348 26 8 17 7 13 6 12 11 3 1 24 11 10 5 6 10 10 4 14 8

15.2% 12.9% 11.4% 13.3% 12.1% 16.7% 9.8% 9.2% 22.9% 20.0% 11.1% 13.6% 12.6% 12.0% 23.8% 15.0% 15.4% 10.8% 14.3% 13.2% 13.1%1,112 109 37 70 30 39 37 75 20 9 5 94 43 51 9 27 31 49 12 60 32

48.6% 54.2% 52.9% 54.7% 51.7% 50.0% 60.7% 57.3% 41.7% 60.0% 55.6% 53.4% 49.4% 61.4% 42.9% 67.5% 47.7% 52.7% 42.9% 56.6% 52.5%



NA - Not Applicable

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?

2016

CSS

Ave

rage

2016


T-24



Question 23


95.8% 96.2% 97.2% 96.2% 95.1% 95.1% 98.4% 96.3% 94.1% 100.0% 100.0% 96.2% 95.6% 96.5% 95.5% 97.6% 94.2% 96.9% 93.3% 96.4% 96.8%0 to 4 117 20 9 11 3 8 8 15 4 0 1 18 12 5 1 1 5 14 4 12 4

5.1% 10.0% 12.9% 8.6% 5.2% 10.3% 13.1% 11.5% 8.3% 0.0% 11.1% 10.2% 13.8% 6.0% 4.8% 2.5% 7.7% 15.1% 14.3% 11.3% 6.6%5 119 9 3 6 4 4 1 5 2 1 0 7 2 3 3 2 2 5 2 3 3

5.2% 4.5% 4.3% 4.7% 6.9% 5.1% 1.6% 3.8% 4.2% 6.7% 0.0% 4.0% 2.3% 3.6% 14.3% 5.0% 3.1% 5.4% 7.1% 2.8% 4.9%6 or 7 257 17 5 12 5 8 4 12 4 1 1 14 8 7 1 0 9 7 2 9 6

11.2% 8.5% 7.1% 9.4% 8.6% 10.3% 6.6% 9.2% 8.3% 6.7% 11.1% 8.0% 9.2% 8.4% 4.8% 0.0% 13.8% 7.5% 7.1% 8.5% 9.8%8 to 10 1,794 155 53 99 46 58 48 99 38 13 7 137 65 68 16 37 49 67 20 82 48

78.4% 77.1% 75.7% 77.3% 79.3% 74.4% 78.7% 75.6% 79.2% 86.7% 77.8% 77.8% 74.7% 81.9% 76.2% 92.5% 75.4% 72.0% 71.4% 77.4% 78.7%Significantly different from column:* QR P P

324 33 13 20 9 14 9 23 7 1 1 28 16 9 4 3 10 20 6 18 814.2% 16.4% 18.6% 15.6% 15.5% 17.9% 14.8% 17.6% 14.6% 6.7% 11.1% 15.9% 18.4% 10.8% 19.0% 7.5% 15.4% 21.5% 21.4% 17.0% 13.1%

503 33 12 21 12 12 9 21 10 2 2 30 17 13 3 4 14 14 6 14 1322.0% 16.4% 17.1% 16.4% 20.7% 15.4% 14.8% 16.0% 20.8% 13.3% 22.2% 17.0% 19.5% 15.7% 14.3% 10.0% 21.5% 15.1% 21.4% 13.2% 21.3%1,460 135 45 87 37 52 43 87 31 12 6 118 54 61 14 33 41 59 16 74 40

63.8% 67.2% 64.3% 68.0% 63.8% 66.7% 70.5% 66.4% 64.6% 80.0% 66.7% 67.0% 62.1% 73.5% 66.7% 82.5% 63.1% 63.4% 57.1% 69.8% 65.6%Significantly different from column:* QR P P



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(Q53) (Q52) (Q54) (Q55) (Q56)

Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?

2016

CSS

Ave

rage

2016

Gender Age

T-25



Question 24


98.5% 99.3% 99.0% 99.5% 100.0% 99.1% 98.8% 98.9% 100.0% 100.0% 100.0% 99.6% 100.0% 98.4% 100.0% 100.0% 100.0% 98.4% 98.4% 99.3% 100.0%Yes 1,259 127 37 86 34 49 39 72 36 13 6 110 54 53 12 26 32 65 9 66 51

43.6% 42.6% 37.0% 45.0% 35.1% 44.1% 48.8% 39.1% 49.3% 46.4% 31.6% 43.0% 47.0% 41.7% 32.4% 33.8% 34.4% 53.3% 14.3% 45.2% 61.4%No 1,630 171 63 105 63 62 41 112 37 15 13 146 61 74 25 51 61 57 54 80 32

56.4% 57.4% 63.0% 55.0% 64.9% 55.9% 51.3% 60.9% 50.7% 53.6% 68.4% 57.0% 53.0% 58.3% 67.6% 66.2% 65.6% 46.7% 85.7% 54.8% 38.6%Significantly different from column:* R R PQ TU SU STNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56)

2016

CSS

Ave

rage

2016

Gender Age

In the last 6 months, did you make any appointments to see a specialist?

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T-26



Question 25


98.8% 97.6% 97.3% 97.7% 100.0% 98.0% 94.9% 97.2% 97.2% 100.0% 100.0% 97.3% 98.1% 96.2% 100.0% 100.0% 100.0% 95.4% 100.0% 97.0% 98.0%Never 51 7 2 5 1 3 3 6 1 0 0 6 2 4 0 0 2 5 1 4 1

4.1% 5.6% 5.6% 6.0% 2.9% 6.3% 8.1% 8.6% 2.9% 0.0% 0.0% 5.6% 3.8% 7.8% 0.0% 0.0% 6.3% 8.1% 11.1% 6.3% 2.0%Sometimes 233 21 7 13 5 10 5 17 2 1 2 17 5 11 2 2 8 10 1 14 6

18.7% 16.9% 19.4% 15.5% 14.7% 20.8% 13.5% 24.3% 5.7% 7.7% 33.3% 15.9% 9.4% 21.6% 16.7% 7.7% 25.0% 16.1% 11.1% 21.9% 12.0%Usually 310 20 5 15 7 8 5 9 6 5 1 17 9 8 3 6 5 8 1 13 6

24.9% 16.1% 13.9% 17.9% 20.6% 16.7% 13.5% 12.9% 17.1% 38.5% 16.7% 15.9% 17.0% 15.7% 25.0% 23.1% 15.6% 12.9% 11.1% 20.3% 12.0%Always 650 76 22 51 21 27 24 38 26 7 3 67 37 28 7 18 17 39 6 33 37

52.3% 61.3% 61.1% 60.7% 61.8% 56.3% 64.9% 54.3% 74.3% 53.8% 50.0% 62.6% 69.8% 54.9% 58.3% 69.2% 53.1% 62.9% 66.7% 51.6% 74.0%Significantly different from column:* I H U TUsually or Always 960 96 27 66 28 35 29 47 32 12 4 84 46 36 10 24 22 47 7 46 43

77.2% 77.4% 75.0% 78.6% 82.4% 72.9% 78.4% 67.1% 91.4% 92.3% 66.7% 78.5% 86.8% 70.6% 83.3% 92.3% 68.8% 75.8% 77.8% 71.9% 86.0%Significantly different from column:* I H N M Q PNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did you get an appointment to see a specialist as soon as you needed?

2016

CSS

Ave

rage

2016


T-27



Question 26


98.2% 96.9% 97.3% 97.7% 100.0% 95.9% 97.4% 95.8% 100.0% 100.0% 100.0% 98.2% 98.1% 98.1% 91.7% 100.0% 96.9% 96.9% 88.9% 97.0% 98.0%None 59 12 3 9 1 6 4 10 1 0 0 9 5 5 0 2 4 6 2 8 1

4.8% 9.8% 8.3% 10.7% 2.9% 12.8% 10.5% 14.5% 2.8% 0.0% 0.0% 8.3% 9.4% 9.6% 0.0% 7.7% 12.9% 9.5% 25.0% 12.5% 2.0%1 specialist 560 60 18 41 24 17 19 31 20 8 4 54 27 24 7 17 17 25 2 35 23

45.3% 48.8% 50.0% 48.8% 70.6% 36.2% 50.0% 44.9% 55.6% 61.5% 66.7% 50.0% 50.9% 46.2% 63.6% 65.4% 54.8% 39.7% 25.0% 54.7% 46.0%2 361 30 8 22 9 10 11 18 9 3 1 27 10 17 2 5 7 18 4 15 11

29.2% 24.4% 22.2% 26.2% 26.5% 21.3% 28.9% 26.1% 25.0% 23.1% 16.7% 25.0% 18.9% 32.7% 18.2% 19.2% 22.6% 28.6% 50.0% 23.4% 22.0%3 158 13 3 8 0 9 2 7 3 1 1 10 6 5 0 1 2 8 0 4 9

12.8% 10.6% 8.3% 9.5% 0.0% 19.1% 5.3% 10.1% 8.3% 7.7% 16.7% 9.3% 11.3% 9.6% 0.0% 3.8% 6.5% 12.7% 0.0% 6.3% 18.0%4 61 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

4.9% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%5 or more specialists 37 8 4 4 0 5 2 3 3 1 0 8 5 1 2 1 1 6 0 2 6

3.0% 6.5% 11.1% 4.8% 0.0% 10.6% 5.3% 4.3% 8.3% 7.7% 0.0% 7.4% 9.4% 1.9% 18.2% 3.8% 3.2% 9.5% 0.0% 3.1% 12.0%3 or more specialists 256 21 7 12 0 14 4 10 6 2 1 18 11 6 2 2 3 14 0 6 15

20.7% 17.1% 19.4% 14.3% 0.0% 29.8% 10.5% 14.5% 16.7% 15.4% 16.7% 16.7% 20.8% 11.5% 18.2% 7.7% 9.7% 22.2% 0.0% 9.4% 30.0%Significantly different from column:* F EG F U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

How many specialists have you seen in the last 6 months?

2016

CSS

Ave

rage

2016


T-28



Question 27


99.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%13 1 0 1 0 0 1 1 0 0 0 1 1 0 0 0 0 1 0 1 0

1.1% 0.9% 0.0% 1.3% 0.0% 0.0% 2.9% 1.7% 0.0% 0.0% 0.0% 1.0% 2.1% 0.0% 0.0% 0.0% 0.0% 1.8% 0.0% 1.8% 0.0%1 9 1 0 1 0 1 0 0 0 1 0 1 0 0 1 0 1 0 0 0 1

0.8% 0.9% 0.0% 1.3% 0.0% 2.4% 0.0% 0.0% 0.0% 7.7% 0.0% 1.0% 0.0% 0.0% 9.1% 0.0% 3.7% 0.0% 0.0% 0.0% 2.0%2 9 1 0 1 0 0 1 1 0 0 0 0 1 0 0 0 0 1 0 1 0

0.8% 0.9% 0.0% 1.3% 0.0% 0.0% 2.9% 1.7% 0.0% 0.0% 0.0% 0.0% 2.1% 0.0% 0.0% 0.0% 0.0% 1.8% 0.0% 1.8% 0.0%3 16 1 0 1 1 0 0 1 0 0 0 1 0 1 0 0 0 1 0 1 0

1.4% 0.9% 0.0% 1.3% 3.0% 0.0% 0.0% 1.7% 0.0% 0.0% 0.0% 1.0% 0.0% 2.1% 0.0% 0.0% 0.0% 1.8% 0.0% 1.8% 0.0%4 17 2 2 0 0 2 0 2 0 0 0 2 0 2 0 0 0 2 1 1 0

1.5% 1.8% 6.1% 0.0% 0.0% 4.9% 0.0% 3.4% 0.0% 0.0% 0.0% 2.0% 0.0% 4.3% 0.0% 0.0% 0.0% 3.5% 16.7% 1.8% 0.0%5 53 5 1 4 1 3 1 2 2 1 1 4 0 2 3 0 2 3 0 3 2

4.5% 4.5% 3.0% 5.3% 3.0% 7.3% 2.9% 3.4% 5.7% 7.7% 16.7% 4.0% 0.0% 4.3% 27.3% 0.0% 7.4% 5.3% 0.0% 5.4% 4.1%6 57 3 0 3 2 1 0 2 0 1 0 3 0 3 0 2 0 1 0 2 1

4.9% 2.7% 0.0% 4.0% 6.1% 2.4% 0.0% 3.4% 0.0% 7.7% 0.0% 3.0% 0.0% 6.4% 0.0% 8.3% 0.0% 1.8% 0.0% 3.6% 2.0%7 86 7 3 3 0 4 2 4 2 0 0 6 2 3 0 0 2 4 0 5 2

7.4% 6.3% 9.1% 4.0% 0.0% 9.8% 5.9% 6.8% 5.7% 0.0% 0.0% 6.1% 4.2% 6.4% 0.0% 0.0% 7.4% 7.0% 0.0% 8.9% 4.1%8 167 14 4 9 4 6 4 8 3 3 1 13 4 8 2 4 6 3 3 6 5

14.3% 12.6% 12.1% 12.0% 12.1% 14.6% 11.8% 13.6% 8.6% 23.1% 16.7% 13.1% 8.3% 17.0% 18.2% 16.7% 22.2% 5.3% 50.0% 10.7% 10.2%9 210 9 2 7 5 2 2 3 6 0 1 8 4 5 0 4 3 2 0 3 6

18.0% 8.1% 6.1% 9.3% 15.2% 4.9% 5.9% 5.1% 17.1% 0.0% 16.7% 8.1% 8.3% 10.6% 0.0% 16.7% 11.1% 3.5% 0.0% 5.4% 12.2%528 67 21 45 20 22 23 35 22 7 3 60 36 23 5 14 13 39 2 33 32

45.3% 60.4% 63.6% 60.0% 60.6% 53.7% 67.6% 59.3% 62.9% 53.8% 50.0% 60.6% 75.0% 48.9% 45.5% 58.3% 48.1% 68.4% 33.3% 58.9% 65.3%



NA - Not Applicable

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)


2016

CSS

Ave

rage

2016


T-29



Question 27


99.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%0 to 4 64 6 2 4 1 3 2 5 0 1 0 5 2 3 1 0 1 5 1 4 1

5.5% 5.4% 6.1% 5.3% 3.0% 7.3% 5.9% 8.5% 0.0% 7.7% 0.0% 5.1% 4.2% 6.4% 9.1% 0.0% 3.7% 8.8% 16.7% 7.1% 2.0%5 53 5 1 4 1 3 1 2 2 1 1 4 0 2 3 0 2 3 0 3 2

4.5% 4.5% 3.0% 5.3% 3.0% 7.3% 2.9% 3.4% 5.7% 7.7% 16.7% 4.0% 0.0% 4.3% 27.3% 0.0% 7.4% 5.3% 0.0% 5.4% 4.1%6 or 7 143 10 3 6 2 5 2 6 2 1 0 9 2 6 0 2 2 5 0 7 3

12.3% 9.0% 9.1% 8.0% 6.1% 12.2% 5.9% 10.2% 5.7% 7.7% 0.0% 9.1% 4.2% 12.8% 0.0% 8.3% 7.4% 8.8% 0.0% 12.5% 6.1%8 to 10 905 90 27 61 29 30 29 46 31 10 5 81 44 36 7 22 22 44 5 42 43

77.7% 81.1% 81.8% 81.3% 87.9% 73.2% 85.3% 78.0% 88.6% 76.9% 83.3% 81.8% 91.7% 76.6% 63.6% 91.7% 81.5% 77.2% 83.3% 75.0% 87.8%Significantly different from column:* N M

174 14 3 11 4 7 3 9 2 3 1 12 2 8 4 2 3 9 1 9 414.9% 12.6% 9.1% 14.7% 12.1% 17.1% 8.8% 15.3% 5.7% 23.1% 16.7% 12.1% 4.2% 17.0% 36.4% 8.3% 11.1% 15.8% 16.7% 16.1% 8.2%

253 21 7 12 4 10 6 12 5 3 1 19 6 11 2 4 8 7 3 11 721.7% 18.9% 21.2% 16.0% 12.1% 24.4% 17.6% 20.3% 14.3% 23.1% 16.7% 19.2% 12.5% 23.4% 18.2% 16.7% 29.6% 12.3% 50.0% 19.6% 14.3%

738 76 23 52 25 24 25 38 28 7 4 68 40 28 5 18 16 41 2 36 3863.3% 68.5% 69.7% 69.3% 75.8% 58.5% 73.5% 64.4% 80.0% 53.8% 66.7% 68.7% 83.3% 59.6% 45.5% 75.0% 59.3% 71.9% 33.3% 64.3% 77.6%

Significantly different from column:* N M



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(Q53) (Q52) (Q54) (Q55) (Q56)


2016

CSS

Ave

rage

2016

Gender Age

T-30



Question 28


97.8% 98.3% 99.0% 99.0% 100.0% 100.0% 96.3% 98.4% 100.0% 100.0% 100.0% 99.2% 98.3% 99.2% 100.0% 100.0% 98.9% 98.4% 98.4% 98.0% 98.8%Yes 590 94 26 65 33 40 18 52 24 13 2 80 37 35 14 29 27 35 17 45 31

20.6% 31.9% 26.0% 34.2% 34.0% 35.7% 23.1% 28.4% 32.9% 46.4% 10.5% 31.4% 32.7% 27.3% 37.8% 37.7% 29.3% 28.7% 27.0% 31.3% 37.8%No 2,279 201 74 125 64 72 60 131 49 15 17 175 76 93 23 48 65 87 46 99 51

79.4% 68.1% 74.0% 65.8% 66.0% 64.3% 76.9% 71.6% 67.1% 53.6% 89.5% 68.6% 67.3% 72.7% 62.2% 62.3% 70.7% 71.3% 73.0% 68.8% 62.2%Significantly different from column:* ANA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56)

2016

CSS

Ave

rage

2016

Gender Age

In the last 6 months, did you look for any information in written materials or on the Internet about how your health plan works?

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T-31



Question 29

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 590 94 26 65 33 40 18 52 24 13 2 80 37 35 14 29 27 35 17 45 31Number missing or multiple answer 20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 570 94 26 65 33 40 18 52 24 13 2 80 37 35 14 29 27 35 17 45 31

96.6% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 45 4 0 4 2 1 1 2 2 0 0 4 3 1 0 3 1 0 2 1 1

7.9% 4.3% 0.0% 6.2% 6.1% 2.5% 5.6% 3.8% 8.3% 0.0% 0.0% 5.0% 8.1% 2.9% 0.0% 10.3% 3.7% 0.0% 11.8% 2.2% 3.2%Sometimes 168 25 8 16 7 14 3 15 5 3 0 21 9 9 4 5 10 9 1 19 5

29.5% 26.6% 30.8% 24.6% 21.2% 35.0% 16.7% 28.8% 20.8% 23.1% 0.0% 26.3% 24.3% 25.7% 28.6% 17.2% 37.0% 25.7% 5.9% 42.2% 16.1%Usually 155 25 9 16 8 10 7 13 8 4 1 23 15 4 5 4 8 13 6 10 9

27.2% 26.6% 34.6% 24.6% 24.2% 25.0% 38.9% 25.0% 33.3% 30.8% 50.0% 28.8% 40.5% 11.4% 35.7% 13.8% 29.6% 37.1% 35.3% 22.2% 29.0%Always 202 40 9 29 16 15 7 22 9 6 1 32 10 21 5 17 8 13 8 15 16

35.4% 42.6% 34.6% 44.6% 48.5% 37.5% 38.9% 42.3% 37.5% 46.2% 50.0% 40.0% 27.0% 60.0% 35.7% 58.6% 29.6% 37.1% 47.1% 33.3% 51.6%Significantly different from column:* N M Q PUsually or Always 357 65 18 45 24 25 14 35 17 10 2 55 25 25 10 21 16 26 14 25 25

62.6% 69.1% 69.2% 69.2% 72.7% 62.5% 77.8% 67.3% 70.8% 76.9% 100.0% 68.8% 67.6% 71.4% 71.4% 72.4% 59.3% 74.3% 82.4% 55.6% 80.6%Significantly different from column:* U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did the written materials or the Internet provide the information you needed about how your health plan works?

2016

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2016


T-32



Question 30


96.7% 95.7% 99.0% 95.3% 96.9% 97.3% 95.1% 95.7% 97.3% 100.0% 100.0% 96.5% 96.5% 96.1% 97.3% 100.0% 95.7% 96.0% 96.9% 94.6% 96.4%Yes 968 110 42 68 29 45 34 66 29 11 5 93 42 50 15 27 27 55 14 53 41

34.1% 38.3% 42.0% 37.2% 30.9% 41.3% 44.2% 37.1% 40.8% 39.3% 26.3% 37.5% 37.8% 40.3% 41.7% 35.1% 30.3% 46.2% 22.6% 38.1% 51.3%No 1,868 177 58 115 65 64 43 112 42 17 14 155 69 74 21 50 62 64 48 86 39

65.9% 61.7% 58.0% 62.8% 69.1% 58.7% 55.8% 62.9% 59.2% 60.7% 73.7% 62.5% 62.2% 59.7% 58.3% 64.9% 69.7% 53.8% 77.4% 61.9% 48.8%Significantly different from column:* R Q TU S SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did you get information or help from your health plan's customer service?

2016

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2016


T-33



Question 31


97.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 39 3 1 2 1 1 1 2 1 0 0 3 2 1 0 0 1 2 0 2 1

4.1% 2.7% 2.4% 2.9% 3.4% 2.2% 2.9% 3.0% 3.4% 0.0% 0.0% 3.2% 4.8% 2.0% 0.0% 0.0% 3.7% 3.6% 0.0% 3.8% 2.4%Sometimes 149 24 9 15 7 12 5 12 10 1 0 22 10 9 4 5 10 9 3 11 10

15.8% 21.8% 21.4% 22.1% 24.1% 26.7% 14.7% 18.2% 34.5% 9.1% 0.0% 23.7% 23.8% 18.0% 26.7% 18.5% 37.0% 16.4% 21.4% 20.8% 24.4%Usually 242 23 8 15 5 10 7 14 4 4 1 19 10 8 4 5 7 10 3 11 9

25.6% 20.9% 19.0% 22.1% 17.2% 22.2% 20.6% 21.2% 13.8% 36.4% 20.0% 20.4% 23.8% 16.0% 26.7% 18.5% 25.9% 18.2% 21.4% 20.8% 22.0%Always 516 60 24 36 16 22 21 38 14 6 4 49 20 32 7 17 9 34 8 29 21

54.5% 54.5% 57.1% 52.9% 55.2% 48.9% 61.8% 57.6% 48.3% 54.5% 80.0% 52.7% 47.6% 64.0% 46.7% 63.0% 33.3% 61.8% 57.1% 54.7% 51.2%Significantly different from column:* Q PR QUsually or Always 758 83 32 51 21 32 28 52 18 10 5 68 30 40 11 22 16 44 11 40 30

80.1% 75.5% 76.2% 75.0% 72.4% 71.1% 82.4% 78.8% 62.1% 90.9% 100.0% 73.1% 71.4% 80.0% 73.3% 81.5% 59.3% 80.0% 78.6% 75.5% 73.2%Significantly different from column:* R QNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your health plan's customer service give you the information or help you needed?

2016

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2016


T-34



Question 32


96.7% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Never 17 3 1 2 1 1 1 2 1 0 0 3 2 1 0 0 1 2 0 2 1

1.8% 2.7% 2.4% 2.9% 3.4% 2.2% 2.9% 3.0% 3.4% 0.0% 0.0% 3.2% 4.8% 2.0% 0.0% 0.0% 3.7% 3.6% 0.0% 3.8% 2.4%Sometimes 50 7 5 2 1 4 2 4 1 1 0 6 4 1 1 0 2 5 0 5 2

5.3% 6.4% 11.9% 2.9% 3.4% 8.9% 5.9% 6.1% 3.4% 9.1% 0.0% 6.5% 9.5% 2.0% 6.7% 0.0% 7.4% 9.1% 0.0% 9.4% 4.9%Usually 143 16 6 10 5 6 4 9 5 1 1 13 6 4 5 5 6 5 3 6 7

15.3% 14.5% 14.3% 14.7% 17.2% 13.3% 11.8% 13.6% 17.2% 9.1% 20.0% 14.0% 14.3% 8.0% 33.3% 18.5% 22.2% 9.1% 21.4% 11.3% 17.1%Always 726 84 30 54 22 34 27 51 22 9 4 71 30 44 9 22 18 43 11 40 31

77.6% 76.4% 71.4% 79.4% 75.9% 75.6% 79.4% 77.3% 75.9% 81.8% 80.0% 76.3% 71.4% 88.0% 60.0% 81.5% 66.7% 78.2% 78.6% 75.5% 75.6%Significantly different from column:* N MUsually or Always 869 100 36 64 27 40 31 60 27 10 5 84 36 48 14 27 24 48 14 46 38


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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often did your health plan's customer service staff treat you with courtesy and respect?

2016

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2016


T-35



Question 33


95.6% 93.7% 92.1% 95.8% 96.9% 96.4% 88.9% 93.0% 98.6% 92.9% 94.7% 95.7% 95.7% 93.8% 91.9% 94.8% 96.8% 93.5% 95.3% 93.2% 92.8%Yes 721 68 22 44 21 26 17 39 17 7 5 53 19 28 14 20 14 32 15 37 15

25.7% 24.2% 23.7% 23.9% 22.3% 24.1% 23.6% 22.5% 23.6% 26.9% 27.8% 21.5% 17.3% 23.1% 41.2% 27.4% 15.6% 27.6% 24.6% 27.0% 19.5%No 2,085 213 71 140 73 82 55 134 55 19 13 193 91 93 20 53 76 84 46 100 62

74.3% 75.8% 76.3% 76.1% 77.7% 75.9% 76.4% 77.5% 76.4% 73.1% 72.2% 78.5% 82.7% 76.9% 58.8% 72.6% 84.4% 72.4% 75.4% 73.0% 80.5%Significantly different from column:* O O MN R QNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, did your health plan give you any forms to fill out?

2016

CSS

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2016


T-36



Question 34


99.3% 99.6% 98.9% 100.0% 100.0% 99.1% 100.0% 99.4% 100.0% 100.0% 100.0% 99.6% 99.1% 100.0% 100.0% 100.0% 100.0% 99.1% 100.0% 99.3% 100.0%Never 25 4 3 1 0 2 2 3 0 1 0 4 1 1 2 1 0 3 1 3 0

0.9% 1.4% 3.3% 0.5% 0.0% 1.9% 2.8% 1.7% 0.0% 3.8% 0.0% 1.6% 0.9% 0.8% 5.9% 1.4% 0.0% 2.6% 1.6% 2.2% 0.0%Sometimes 103 9 5 3 0 5 3 5 1 1 0 7 1 5 1 1 1 6 1 4 3

3.7% 3.2% 5.4% 1.6% 0.0% 4.7% 4.2% 2.9% 1.4% 3.8% 0.0% 2.9% 0.9% 4.1% 2.9% 1.4% 1.1% 5.2% 1.6% 2.9% 3.9%Usually 212 15 6 9 6 5 3 9 2 3 3 10 2 7 4 5 6 3 4 6 5

7.6% 5.4% 6.5% 4.9% 6.4% 4.7% 4.2% 5.2% 2.8% 11.5% 16.7% 4.1% 1.8% 5.8% 11.8% 6.8% 6.7% 2.6% 6.6% 4.4% 6.5%Always 2,446 252 78 171 88 95 64 155 69 21 15 224 105 108 27 66 83 103 55 123 69

87.8% 90.0% 84.8% 92.9% 93.6% 88.8% 88.9% 90.1% 95.8% 80.8% 83.3% 91.4% 96.3% 89.3% 79.4% 90.4% 92.2% 89.6% 90.2% 90.4% 89.6%Significantly different from column:* D C N MUsually or Always 2,658 267 84 180 94 100 67 164 71 24 18 234 107 115 31 71 89 106 59 129 74


**Respondents answering "No" to question 33 are reported to NCQA as "Always" in question 34, and are used in calculating the Question Summary Rate.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often were the forms from your health plan easy to fill out?**

2016

CSS

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2016


T-37



Question 35


95.7% 95.7% 97.0% 96.4% 96.9% 97.3% 95.1% 96.8% 94.5% 100.0% 94.7% 97.3% 94.8% 98.4% 94.6% 100.0% 96.8% 95.2% 93.8% 95.9% 97.6%37 2 0 2 0 2 0 0 2 0 0 2 2 0 0 0 1 1 0 2 0

1.3% 0.7% 0.0% 1.1% 0.0% 1.8% 0.0% 0.0% 2.9% 0.0% 0.0% 0.8% 1.8% 0.0% 0.0% 0.0% 1.1% 0.8% 0.0% 1.4% 0.0%1 14 4 3 1 4 0 0 3 1 0 1 2 0 2 0 0 3 1 1 2 1

0.5% 1.4% 3.1% 0.5% 4.3% 0.0% 0.0% 1.7% 1.4% 0.0% 5.6% 0.8% 0.0% 1.6% 0.0% 0.0% 3.3% 0.8% 1.7% 1.4% 1.2%2 22 3 0 3 2 1 0 1 1 1 0 3 1 2 0 0 2 1 1 2 0

0.8% 1.0% 0.0% 1.6% 2.1% 0.9% 0.0% 0.6% 1.4% 3.6% 0.0% 1.2% 0.9% 1.6% 0.0% 0.0% 2.2% 0.8% 1.7% 1.4% 0.0%3 42 7 5 2 0 4 3 6 0 1 0 6 4 1 2 1 0 6 3 3 1

1.5% 2.4% 5.1% 1.1% 0.0% 3.7% 3.9% 3.3% 0.0% 3.6% 0.0% 2.4% 3.7% 0.8% 5.7% 1.3% 0.0% 5.1% 5.0% 2.1% 1.2%4 54 9 3 6 2 3 4 7 1 1 1 8 5 4 0 2 1 6 2 5 2

1.9% 3.1% 3.1% 3.2% 2.1% 2.8% 5.2% 3.9% 1.4% 3.6% 5.6% 3.2% 4.6% 3.1% 0.0% 2.6% 1.1% 5.1% 3.3% 3.5% 2.5%5 188 18 4 14 7 7 2 10 5 0 2 14 10 3 2 3 7 8 6 6 5

6.7% 6.3% 4.1% 7.6% 7.4% 6.4% 2.6% 5.6% 7.2% 0.0% 11.1% 5.6% 9.2% 2.4% 5.7% 3.9% 7.8% 6.8% 10.0% 4.3% 6.2%6 157 12 4 8 3 6 3 9 2 1 1 11 6 3 2 1 6 5 3 9 0

5.6% 4.2% 4.1% 4.3% 3.2% 5.5% 3.9% 5.0% 2.9% 3.6% 5.6% 4.4% 5.5% 2.4% 5.7% 1.3% 6.7% 4.2% 5.0% 6.4% 0.0%7 266 24 7 17 9 8 6 13 7 3 0 23 8 13 2 7 8 9 4 10 10

9.5% 8.4% 7.1% 9.2% 9.6% 7.3% 7.8% 7.2% 10.1% 10.7% 0.0% 9.2% 7.3% 10.2% 5.7% 9.1% 8.9% 7.6% 6.7% 7.1% 12.3%8 488 30 11 19 10 7 12 18 9 2 1 26 9 14 6 5 12 13 7 14 8

17.4% 10.5% 11.2% 10.3% 10.6% 6.4% 15.6% 10.0% 13.0% 7.1% 5.6% 10.4% 8.3% 11.0% 17.1% 6.5% 13.3% 11.0% 11.7% 9.9% 9.9%9 434 44 16 26 16 18 9 24 10 8 3 38 15 22 6 11 20 12 9 24 11

15.5% 15.3% 16.3% 14.1% 17.0% 16.5% 11.7% 13.3% 14.5% 28.6% 16.7% 15.2% 13.8% 17.3% 17.1% 14.3% 22.2% 10.2% 15.0% 17.0% 13.6%1,106 134 45 87 41 53 38 89 31 11 9 117 49 63 15 47 30 56 24 64 43

39.4% 46.7% 45.9% 47.0% 43.6% 48.6% 49.4% 49.4% 44.9% 39.3% 50.0% 46.8% 45.0% 49.6% 42.9% 61.0% 33.3% 47.5% 40.0% 45.4% 53.1%



NA - Not Applicable

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(Q53) (Q52) (Q54) (Q55) (Q56)

Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan?

2016

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2016

Gender Age

T-38



Question 35


95.7% 95.7% 97.0% 96.4% 96.9% 97.3% 95.1% 96.8% 94.5% 100.0% 94.7% 97.3% 94.8% 98.4% 94.6% 100.0% 96.8% 95.2% 93.8% 95.9% 97.6%0 to 4 169 25 11 14 8 10 7 17 5 3 2 21 12 9 2 3 7 15 7 14 4

6.0% 8.7% 11.2% 7.6% 8.5% 9.2% 9.1% 9.4% 7.2% 10.7% 11.1% 8.4% 11.0% 7.1% 5.7% 3.9% 7.8% 12.7% 11.7% 9.9% 4.9%5 188 18 4 14 7 7 2 10 5 0 2 14 10 3 2 3 7 8 6 6 5

6.7% 6.3% 4.1% 7.6% 7.4% 6.4% 2.6% 5.6% 7.2% 0.0% 11.1% 5.6% 9.2% 2.4% 5.7% 3.9% 7.8% 6.8% 10.0% 4.3% 6.2%6 or 7 423 36 11 25 12 14 9 22 9 4 1 34 14 16 4 8 14 14 7 19 10

15.1% 12.5% 11.2% 13.5% 12.8% 12.8% 11.7% 12.2% 13.0% 14.3% 5.6% 13.6% 12.8% 12.6% 11.4% 10.4% 15.6% 11.9% 11.7% 13.5% 12.3%8 to 10 2,028 208 72 132 67 78 59 131 50 21 13 181 73 99 27 63 62 81 40 102 62

72.2% 72.5% 73.5% 71.4% 71.3% 71.6% 76.6% 72.8% 72.5% 75.0% 72.2% 72.4% 67.0% 78.0% 77.1% 81.8% 68.9% 68.6% 66.7% 72.3% 76.5%Significantly different from column:* R P

514 55 19 36 18 23 12 36 12 4 5 46 28 15 6 7 20 28 16 29 918.3% 19.2% 19.4% 19.5% 19.1% 21.1% 15.6% 20.0% 17.4% 14.3% 27.8% 18.4% 25.7% 11.8% 17.1% 9.1% 22.2% 23.7% 26.7% 20.6% 11.1%

754 54 18 36 19 15 18 31 16 5 1 49 17 27 8 12 20 22 11 24 1826.9% 18.8% 18.4% 19.5% 20.2% 13.8% 23.4% 17.2% 23.2% 17.9% 5.6% 19.6% 15.6% 21.3% 22.9% 15.6% 22.2% 18.6% 18.3% 17.0% 22.2%1,540 178 61 113 57 71 47 113 41 19 12 155 64 85 21 58 50 68 33 88 54

54.8% 62.0% 62.2% 61.1% 60.6% 65.1% 61.0% 62.8% 59.4% 67.9% 66.7% 62.0% 58.7% 66.9% 60.0% 75.3% 55.6% 57.6% 55.0% 62.4% 66.7%Significantly different from column:* A QR P P



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(Q53) (Q52) (Q54) (Q55) (Q56)

Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan?

2016

CSS

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2016

Gender Age

T-39



Question 36


97.7% 98.0% 100.0% 99.0% 99.0% 99.1% 100.0% 98.9% 100.0% 100.0% 100.0% 99.2% 100.0% 98.4% 100.0% 100.0% 100.0% 100.0% 96.9% 99.3% 96.4%Poor 277 36 16 20 1 17 18 28 5 2 3 30 17 14 4 0 0 36 3 19 13

9.7% 12.2% 15.8% 10.5% 1.0% 15.3% 22.2% 15.2% 6.8% 7.1% 15.8% 11.8% 14.8% 11.0% 10.8% 0.0% 0.0% 29.0% 4.8% 13.0% 16.3%Fair 801 88 31 56 12 34 40 65 17 3 5 77 35 41 8 0 0 88 14 43 28

27.9% 29.9% 30.7% 29.5% 12.5% 30.6% 49.4% 35.3% 23.3% 10.7% 26.3% 30.2% 30.4% 32.3% 21.6% 0.0% 0.0% 71.0% 22.6% 29.5% 35.0%Good 930 93 31 62 36 40 16 54 29 9 5 83 36 38 16 0 93 0 23 51 18

32.4% 31.6% 30.7% 32.6% 37.5% 36.0% 19.8% 29.3% 39.7% 32.1% 26.3% 32.5% 31.3% 29.9% 43.2% 0.0% 100.0% 0.0% 37.1% 34.9% 22.5%Very good 577 50 12 38 32 13 5 26 16 7 5 42 16 25 6 50 0 0 15 22 13

20.1% 17.0% 11.9% 20.0% 33.3% 11.7% 6.2% 14.1% 21.9% 25.0% 26.3% 16.5% 13.9% 19.7% 16.2% 64.9% 0.0% 0.0% 24.2% 15.1% 16.3%Excellent 282 27 11 14 15 7 2 11 6 7 1 23 11 9 3 27 0 0 7 11 8

9.8% 9.2% 10.9% 7.4% 15.6% 6.3% 2.5% 6.0% 8.2% 25.0% 5.3% 9.0% 9.6% 7.1% 8.1% 35.1% 0.0% 0.0% 11.3% 7.5% 10.0%Excellent or Very good 859 77 23 52 47 20 7 37 22 14 6 65 27 34 9 77 0 0 22 33 21

30.0% 26.2% 22.8% 27.4% 49.0% 18.0% 8.6% 20.1% 30.1% 50.0% 31.6% 25.5% 23.5% 26.8% 24.3% 100.0% 0.0% 0.0% 35.5% 22.6% 26.3%Significantly different from column:* FG E E J H QR P PNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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Gender Age

In general, how would you rate your overall health?

T-40



Question 37


98.1% 97.7% 100.0% 98.4% 99.0% 98.2% 100.0% 98.9% 98.6% 100.0% 100.0% 98.8% 99.1% 98.4% 100.0% 100.0% 100.0% 99.2% 96.9% 98.6% 96.4%Poor 230 29 13 16 4 15 10 22 5 0 0 27 12 11 4 0 1 28 4 12 11

8.0% 9.9% 12.9% 8.5% 4.2% 13.6% 12.3% 12.0% 6.9% 0.0% 0.0% 10.6% 10.5% 8.7% 10.8% 0.0% 1.1% 22.8% 6.5% 8.3% 13.8%Fair 613 90 37 53 21 36 32 68 15 6 3 80 38 46 5 11 20 59 14 46 28

21.3% 30.7% 36.6% 28.0% 21.9% 32.7% 39.5% 37.0% 20.8% 21.4% 15.8% 31.5% 33.3% 36.2% 13.5% 14.3% 21.5% 48.0% 22.6% 31.7% 35.0%Good 824 71 22 47 24 22 23 44 19 5 4 62 32 27 7 13 38 20 13 43 15

28.6% 24.2% 21.8% 24.9% 25.0% 20.0% 28.4% 23.9% 26.4% 17.9% 21.1% 24.4% 28.1% 21.3% 18.9% 16.9% 40.9% 16.3% 21.0% 29.7% 18.8%Very good 641 56 17 38 27 18 10 29 18 8 6 46 20 24 9 24 24 8 17 22 16

22.3% 19.1% 16.8% 20.1% 28.1% 16.4% 12.3% 15.8% 25.0% 28.6% 31.6% 18.1% 17.5% 18.9% 24.3% 31.2% 25.8% 6.5% 27.4% 15.2% 20.0%Excellent 570 47 12 35 20 19 6 21 15 9 6 39 12 19 12 29 10 8 14 22 10

19.8% 16.0% 11.9% 18.5% 20.8% 17.3% 7.4% 11.4% 20.8% 32.1% 31.6% 15.4% 10.5% 15.0% 32.4% 37.7% 10.8% 6.5% 22.6% 15.2% 12.5%Excellent or Very good 1,211 103 29 73 47 37 16 50 33 17 12 85 32 43 21 53 34 16 31 44 26

42.1% 35.2% 28.7% 38.6% 49.0% 33.6% 19.8% 27.2% 45.8% 60.7% 63.2% 33.5% 28.1% 33.9% 56.8% 68.8% 36.6% 13.0% 50.0% 30.3% 32.5%Significantly different from column:* A FG EG EF IJ H H L K O O MN QR PR PQ TU S SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In general, how would you rate your overall mental or emotional health?

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T-41



Question 38

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 2,640 290 97 187 91 112 78 179 72 27 18 249 113 123 36 73 90 122 61 141 82Number missing or multiple answer 36 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 2Number no experience 67 5 1 4 2 0 3 5 0 0 0 5 2 2 1 2 1 2 3 2 0Usable responses 2,537 282 96 183 89 112 75 174 72 27 18 244 111 121 35 71 89 120 57 139 80

96.1% 97.2% 99.0% 97.9% 97.8% 100.0% 96.2% 97.2% 100.0% 100.0% 100.0% 98.0% 98.2% 98.4% 97.2% 97.3% 98.9% 98.4% 93.4% 98.6% 97.6%Yes 926 92 28 62 30 30 31 59 22 8 8 80 36 45 8 29 22 39 12 44 33

36.5% 32.6% 29.2% 33.9% 33.7% 26.8% 41.3% 33.9% 30.6% 29.6% 44.4% 32.8% 32.4% 37.2% 22.9% 40.8% 24.7% 32.5% 21.1% 31.7% 41.3%No 1,611 190 68 121 59 82 44 115 50 19 10 164 75 76 27 42 67 81 45 95 47

63.5% 67.4% 70.8% 66.1% 66.3% 73.2% 58.7% 66.1% 69.4% 70.4% 55.6% 67.2% 67.6% 62.8% 77.1% 59.2% 75.3% 67.5% 78.9% 68.3% 58.8%Significantly different from column:* G F Q P U S*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

**A plan's score for the HEDIS Flu Vaccinations for Adults measure will include only those members flagged by the plan as being age 18 to 64 as of July 1 of the measurement year.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Have you had either a flu shot or flu spray in the nose since July 1, 2015?**

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T-42



Question 39


98.0% 97.7% 98.0% 99.5% 100.0% 99.1% 97.5% 98.9% 100.0% 100.0% 100.0% 99.6% 99.1% 99.2% 97.3% 98.7% 98.9% 99.2% 96.9% 99.3% 96.4%Every day 628 57 26 30 16 21 18 40 14 1 1 51 31 18 5 11 19 27 17 25 15

21.8% 19.5% 26.3% 15.7% 16.5% 18.9% 22.8% 21.7% 19.2% 3.6% 5.3% 19.9% 27.2% 14.1% 13.9% 14.5% 20.7% 22.0% 27.4% 17.1% 18.8%Some days 372 47 21 25 8 19 19 35 6 5 3 41 15 25 6 6 14 27 9 26 10

12.9% 16.0% 21.2% 13.1% 8.2% 17.1% 24.1% 19.0% 8.2% 17.9% 15.8% 16.0% 13.2% 19.5% 16.7% 7.9% 15.2% 22.0% 14.5% 17.8% 12.5%Not at all 1,841 188 51 136 73 71 41 108 53 22 15 163 67 85 25 59 59 68 36 95 54

64.0% 64.2% 51.5% 71.2% 75.3% 64.0% 51.9% 58.7% 72.6% 78.6% 78.9% 63.7% 58.8% 66.4% 69.4% 77.6% 64.1% 55.3% 58.1% 65.1% 67.5%Don't know 34 1 1 0 0 0 1 1 0 0 0 1 1 0 0 0 0 1 0 0 1

1.2% 0.3% 1.0% 0.0% 0.0% 0.0% 1.3% 0.5% 0.0% 0.0% 0.0% 0.4% 0.9% 0.0% 0.0% 0.0% 0.0% 0.8% 0.0% 0.0% 1.3%Every day or Some days 1,000 104 47 55 24 40 37 75 20 6 4 92 46 43 11 17 33 54 26 51 25

34.8% 35.5% 47.5% 28.8% 24.7% 36.0% 46.8% 40.8% 27.4% 21.4% 21.1% 35.9% 40.4% 33.6% 30.6% 22.4% 35.9% 43.9% 41.9% 34.9% 31.3%Significantly different from column:* D C G E IJ H H R PNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Do you now smoke cigarettes or use tobacco every day, some days, or not at all?

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T-43



Question 40

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 1,000 104 47 55 24 40 37 75 20 6 4 92 46 43 11 17 33 54 26 51 25Number missing or multiple answer 14 3 1 2 0 3 0 3 0 0 1 1 0 3 0 1 0 2 2 0 1Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 986 101 46 53 24 37 37 72 20 6 3 91 46 40 11 16 33 52 24 51 24

98.6% 97.1% 97.9% 96.4% 100.0% 92.5% 100.0% 96.0% 100.0% 100.0% 75.0% 98.9% 100.0% 93.0% 100.0% 94.1% 100.0% 96.3% 92.3% 100.0% 96.0%Never 248 26 14 11 8 10 5 15 4 4 0 22 8 11 3 7 10 9 10 13 3

25.2% 25.7% 30.4% 20.8% 33.3% 27.0% 13.5% 20.8% 20.0% 66.7% 0.0% 24.2% 17.4% 27.5% 27.3% 43.8% 30.3% 17.3% 41.7% 25.5% 12.5%Sometimes 220 15 8 7 4 6 5 11 3 1 0 15 11 4 0 1 6 8 4 8 3

22.3% 14.9% 17.4% 13.2% 16.7% 16.2% 13.5% 15.3% 15.0% 16.7% 0.0% 16.5% 23.9% 10.0% 0.0% 6.3% 18.2% 15.4% 16.7% 15.7% 12.5%Usually 140 21 7 14 7 7 7 17 3 1 2 18 13 7 1 1 9 11 3 9 9

14.2% 20.8% 15.2% 26.4% 29.2% 18.9% 18.9% 23.6% 15.0% 16.7% 66.7% 19.8% 28.3% 17.5% 9.1% 6.3% 27.3% 21.2% 12.5% 17.6% 37.5%Always 378 39 17 21 5 14 20 29 10 0 1 36 14 18 7 7 8 24 7 21 9

38.3% 38.6% 37.0% 39.6% 20.8% 37.8% 54.1% 40.3% 50.0% 0.0% 33.3% 39.6% 30.4% 45.0% 63.6% 43.8% 24.2% 46.2% 29.2% 41.2% 37.5%Significantly different from column:* G E R Q

738 75 32 42 16 27 32 57 16 2 3 69 38 29 8 9 23 43 14 38 2174.8% 74.3% 69.6% 79.2% 66.7% 73.0% 86.5% 79.2% 80.0% 33.3% 100.0% 75.8% 82.6% 72.5% 72.7% 56.3% 69.7% 82.7% 58.3% 74.5% 87.5%

Significantly different from column:* U S

Sometimes, Usually, or Always


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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

In the last 6 months, how often were you advised to quit smoking or using tobacco by a doctor or other health provider in your plan?

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T-44



Question 41


98.2% 96.2% 95.7% 96.4% 100.0% 92.5% 97.3% 96.0% 95.0% 100.0% 75.0% 97.8% 97.8% 95.3% 90.9% 94.1% 93.9% 98.1% 88.5% 98.0% 100.0%Never 529 54 28 25 16 20 16 36 11 5 1 47 25 25 1 9 21 24 14 29 10

53.9% 54.0% 62.2% 47.2% 66.7% 54.1% 44.4% 50.0% 57.9% 83.3% 33.3% 52.2% 55.6% 61.0% 10.0% 56.3% 67.7% 45.3% 60.9% 58.0% 40.0%Sometimes 180 17 7 10 3 6 8 14 2 1 1 16 8 4 5 3 5 9 3 7 6

18.3% 17.0% 15.6% 18.9% 12.5% 16.2% 22.2% 19.4% 10.5% 16.7% 33.3% 17.8% 17.8% 9.8% 50.0% 18.8% 16.1% 17.0% 13.0% 14.0% 24.0%Usually 111 13 4 9 2 4 6 9 3 0 1 11 8 4 0 1 1 11 3 4 6

11.3% 13.0% 8.9% 17.0% 8.3% 10.8% 16.7% 12.5% 15.8% 0.0% 33.3% 12.2% 17.8% 9.8% 0.0% 6.3% 3.2% 20.8% 13.0% 8.0% 24.0%Always 162 16 6 9 3 7 6 13 3 0 0 16 4 8 4 3 4 9 3 10 3

16.5% 16.0% 13.3% 17.0% 12.5% 18.9% 16.7% 18.1% 15.8% 0.0% 0.0% 17.8% 8.9% 19.5% 40.0% 18.8% 12.9% 17.0% 13.0% 20.0% 12.0%Significantly different from column:*

453 46 17 28 8 17 20 36 8 1 2 43 20 16 9 7 10 29 9 21 1546.1% 46.0% 37.8% 52.8% 33.3% 45.9% 55.6% 50.0% 42.1% 16.7% 66.7% 47.8% 44.4% 39.0% 90.0% 43.8% 32.3% 54.7% 39.1% 42.0% 60.0%

Significantly different from column:* R Q



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(Q53) (Q52) (Q54) (Q55) (Q56)

In the last 6 months, how often was medication recommended or discussed by a doctor or health provider to assist you with quitting smoking or using tobacco? Examples of medication are: nicotine gum, patch, nasal spray, inhaler, or prescription medication.

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T-45



Question 42


98.0% 97.1% 95.7% 98.2% 100.0% 95.0% 97.3% 97.3% 100.0% 83.3% 75.0% 97.8% 97.8% 97.7% 90.9% 88.2% 97.0% 100.0% 96.2% 96.1% 100.0%Never 590 64 31 32 18 21 23 47 11 4 2 55 30 28 3 9 21 34 19 32 12

60.2% 63.4% 68.9% 59.3% 75.0% 55.3% 63.9% 64.4% 55.0% 80.0% 66.7% 61.1% 66.7% 66.7% 30.0% 60.0% 65.6% 63.0% 76.0% 65.3% 48.0%Sometimes 169 17 6 11 3 7 6 10 5 1 1 15 11 3 2 1 8 8 2 7 7

17.2% 16.8% 13.3% 20.4% 12.5% 18.4% 16.7% 13.7% 25.0% 20.0% 33.3% 16.7% 24.4% 7.1% 20.0% 6.7% 25.0% 14.8% 8.0% 14.3% 28.0%Usually 80 7 3 4 1 3 3 5 2 0 0 7 1 4 2 1 0 6 1 3 3

8.2% 6.9% 6.7% 7.4% 4.2% 7.9% 8.3% 6.8% 10.0% 0.0% 0.0% 7.8% 2.2% 9.5% 20.0% 6.7% 0.0% 11.1% 4.0% 6.1% 12.0%Always 141 13 5 7 2 7 4 11 2 0 0 13 3 7 3 4 3 6 3 7 3

14.4% 12.9% 11.1% 13.0% 8.3% 18.4% 11.1% 15.1% 10.0% 0.0% 0.0% 14.4% 6.7% 16.7% 30.0% 26.7% 9.4% 11.1% 12.0% 14.3% 12.0%Significantly different from column:*

390 37 14 22 6 17 13 26 9 1 1 35 15 14 7 6 11 20 6 17 1339.8% 36.6% 31.1% 40.7% 25.0% 44.7% 36.1% 35.6% 45.0% 20.0% 33.3% 38.9% 33.3% 33.3% 70.0% 40.0% 34.4% 37.0% 24.0% 34.7% 52.0%

Significantly different from column:* U S



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(Q53) (Q52) (Q54) (Q55) (Q56)

In the last 6 months, how often did your doctor or health provider discuss or provide methods and strategies other than medication to assist you with quitting smoking or using tobacco? Examples of methods and strategies are: telephone helpline, individual or group counseling, or cessation program.

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T-46



Question 43


96.7% 98.3% 100.0% 99.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 98.9% 100.0% 95.3% 100.0% 97.6%Yes 701 78 32 45 4 31 42 57 12 6 4 68 36 33 7 9 19 50 13 41 21

24.7% 26.4% 31.7% 23.6% 4.1% 27.7% 51.9% 30.6% 16.4% 21.4% 21.1% 26.5% 31.3% 25.6% 18.9% 11.7% 20.7% 40.3% 21.3% 27.9% 25.9%No 2,137 217 69 146 93 81 39 129 61 22 15 189 79 96 30 68 73 74 48 106 60

75.3% 73.6% 68.3% 76.4% 95.9% 72.3% 48.1% 69.4% 83.6% 78.6% 78.9% 73.5% 68.7% 74.4% 81.1% 88.3% 79.3% 59.7% 78.7% 72.1% 74.1%Significantly different from column:* FG EG EF I H R R PQ*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56)

Do you take aspirin daily or every other day?

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T-47



Question 44


87.7% 89.0% 91.1% 89.6% 97.9% 87.5% 86.4% 89.2% 93.2% 96.4% 89.5% 90.7% 89.6% 91.5% 91.9% 96.1% 90.3% 86.3% 87.5% 91.8% 85.5%Yes 290 36 11 25 6 17 13 25 8 3 1 33 17 14 5 3 9 23 5 18 12

11.3% 13.5% 12.0% 14.5% 6.3% 17.3% 18.6% 15.1% 11.8% 11.1% 5.9% 14.2% 16.5% 11.9% 14.7% 4.1% 10.7% 21.5% 8.9% 13.3% 16.9%No 2,284 231 81 147 89 81 57 141 60 24 16 200 86 104 29 71 75 84 51 117 59

88.7% 86.5% 88.0% 85.5% 93.7% 82.7% 81.4% 84.9% 88.2% 88.9% 94.1% 85.8% 83.5% 88.1% 85.3% 95.9% 89.3% 78.5% 91.1% 86.7% 83.1%Significantly different from column:* FG E E R R PQ

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36) (Q7)

Do you have a health problem or take medication that makes taking aspirin unsafe for you?

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Gender Age Education Hispanic

T-48



Question 45


97.6% 96.0% 98.0% 96.9% 100.0% 99.1% 95.1% 97.8% 98.6% 100.0% 89.5% 99.2% 99.1% 98.4% 94.6% 97.4% 97.8% 96.8% 90.6% 98.0% 96.4%Yes 1,132 112 45 66 19 47 46 82 21 8 4 102 45 53 14 20 25 66 19 53 35

39.5% 38.9% 45.5% 35.5% 19.6% 42.3% 59.7% 45.1% 29.2% 28.6% 23.5% 40.0% 39.5% 41.7% 40.0% 26.7% 27.5% 55.0% 32.8% 36.8% 43.8%No 1,733 176 54 120 78 64 31 100 51 20 13 153 69 74 21 55 66 54 39 91 45

60.5% 61.1% 54.5% 64.5% 80.4% 57.7% 40.3% 54.9% 70.8% 71.4% 76.5% 60.0% 60.5% 58.3% 60.0% 73.3% 72.5% 45.0% 67.2% 63.2% 56.3%Significantly different from column:* FG EG EF I H R R PQNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Age Education Hispanic Race Health Status Doctor Visits in Last 6 Months

Has a doctor or health provider ever discussed with you the risks and benefits of aspirin to prevent heart attack or stroke?

2016

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2016

Gender

T-49



Question 46

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 2,934 300 101 192 97 112 81 186 73 28 19 257 115 129 37 77 93 124 64 147 83Number missing or multiple answer 1,299 135 37 93 77 37 11 64 41 19 10 112 53 50 17 57 48 26 38 60 37Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 1,635 165 64 99 20 75 70 122 32 9 9 145 62 79 20 20 45 98 26 87 46

55.7% 55.0% 63.4% 51.6% 20.6% 67.0% 86.4% 65.6% 43.8% 32.1% 47.4% 56.4% 53.9% 61.2% 54.1% 26.0% 48.4% 79.0% 40.6% 59.2% 55.4%High cholesterol 789 83 30 52 3 32 48 63 15 4 4 73 35 37 11 6 19 58 12 43 26

48.3% 50.3% 46.9% 52.5% 15.0% 42.7% 68.6% 51.6% 46.9% 44.4% 44.4% 50.3% 56.5% 46.8% 55.0% 30.0% 42.2% 59.2% 46.2% 49.4% 56.5%High blood pressure 1,134 120 51 68 7 58 55 93 19 6 6 107 38 68 11 13 30 75 18 63 34

69.4% 72.7% 79.7% 68.7% 35.0% 77.3% 78.6% 76.2% 59.4% 66.7% 66.7% 73.8% 61.3% 86.1% 55.0% 65.0% 66.7% 76.5% 69.2% 72.4% 73.9%554 68 24 42 11 29 28 52 12 3 2 62 35 20 11 8 15 44 9 36 20

33.9% 41.2% 37.5% 42.4% 55.0% 38.7% 40.0% 42.6% 37.5% 33.3% 22.2% 42.8% 56.5% 25.3% 55.0% 40.0% 33.3% 44.9% 34.6% 41.4% 43.5%Parent or sibling with heart attack before the age of 60NA - Not ApplicablePlease note that respondents could select more than one response option, therefore percentages may not add up to 100%. The denominator is comprised of respondents who answered “Yes” to one or more of the given response options.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Are you aware that you have any of the following conditions? Mark one or more.

2016

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2016


T-50



Question 47

A B C D E F G H I J K L M N O P Q R S T UNumber in sample 2,934 300 101 192 97 112 81 186 73 28 19 257 115 129 37 77 93 124 64 147 83Number missing or multiple answer 2,041 208 61 141 91 65 42 120 55 21 11 177 76 90 26 66 72 65 51 102 53Number no experience NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NAUsable responses 893 92 40 51 6 47 39 66 18 7 8 80 39 39 11 11 21 59 13 45 30

30.4% 30.7% 39.6% 26.6% 6.2% 42.0% 48.1% 35.5% 24.7% 25.0% 42.1% 31.1% 33.9% 30.2% 29.7% 14.3% 22.6% 47.6% 20.3% 30.6% 36.1%A heart attack 175 27 14 12 1 12 14 22 4 1 1 25 13 10 3 3 3 20 4 13 10

19.6% 29.3% 35.0% 23.5% 16.7% 25.5% 35.9% 33.3% 22.2% 14.3% 12.5% 31.3% 33.3% 25.6% 27.3% 27.3% 14.3% 33.9% 30.8% 28.9% 33.3%176 21 8 13 0 14 7 14 5 1 1 19 10 8 3 4 4 12 1 9 9

19.7% 22.8% 20.0% 25.5% 0.0% 29.8% 17.9% 21.2% 27.8% 14.3% 12.5% 23.8% 25.6% 20.5% 27.3% 36.4% 19.0% 20.3% 7.7% 20.0% 30.0%A stroke 166 27 14 13 2 12 13 19 4 4 2 23 13 9 5 3 7 17 3 12 12

18.6% 29.3% 35.0% 25.5% 33.3% 25.5% 33.3% 28.8% 22.2% 57.1% 25.0% 28.8% 33.3% 23.1% 45.5% 27.3% 33.3% 28.8% 23.1% 26.7% 40.0%652 62 25 36 3 33 26 42 14 5 5 56 24 29 7 6 16 40 10 32 17

73.0% 67.4% 62.5% 70.6% 50.0% 70.2% 66.7% 63.6% 77.8% 71.4% 62.5% 70.0% 61.5% 74.4% 63.6% 54.5% 76.2% 67.8% 76.9% 71.1% 56.7%

Angina or coronary heart disease

Any kind of diabetes or high blood sugar

NA - Not ApplicablePlease note that respondents could select more than one response option, therefore percentages may not add up to 100%. The denominator is comprised of respondents who answered “Yes” to one or more of the given response options.

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(Q53) (Q52) (Q54) (Q55) (Q56)

Has a doctor ever told you that you have any of the following conditions? Mark one or more.

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Gender Age

T-51



Question 48


96.3% 93.3% 96.0% 94.3% 100.0% 96.4% 91.4% 94.6% 98.6% 100.0% 100.0% 96.9% 94.8% 96.1% 100.0% 96.1% 94.6% 93.5% 90.6% 94.6% 94.0%Yes 1,052 113 43 69 29 44 39 68 33 8 6 102 51 49 11 20 28 64 5 46 58

37.3% 40.4% 44.3% 38.1% 29.9% 40.7% 52.7% 38.6% 45.8% 28.6% 31.6% 41.0% 46.8% 39.5% 29.7% 27.0% 31.8% 55.2% 8.6% 33.1% 74.4%No 1,772 167 54 112 68 64 35 108 39 20 13 147 58 75 26 54 60 52 53 93 20

62.7% 59.6% 55.7% 61.9% 70.1% 59.3% 47.3% 61.4% 54.2% 71.4% 68.4% 59.0% 53.2% 60.5% 70.3% 73.0% 68.2% 44.8% 91.4% 66.9% 25.6%Significantly different from column:* G E R R PQ TU SU STNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Age Education Hispanic Race Health Status Doctor Visits in Last 6 Months

In the last 6 months, did you get health care 3 or more times for the same condition or problem?

2016

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2016

Gender

T-52



Question 49


96.1% 99.1% 100.0% 98.6% 100.0% 97.7% 100.0% 98.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 90.9% 100.0% 96.4% 100.0% 100.0% 100.0% 98.3%Yes 859 92 38 54 22 35 34 57 26 6 4 85 41 41 9 10 22 59 4 42 43

85.0% 82.1% 88.4% 79.4% 75.9% 81.4% 87.2% 85.1% 78.8% 75.0% 66.7% 83.3% 80.4% 83.7% 90.0% 50.0% 81.5% 92.2% 80.0% 91.3% 75.4%No 152 20 5 14 7 8 5 10 7 2 2 17 10 8 1 10 5 5 1 4 14

15.0% 17.9% 11.6% 20.6% 24.1% 18.6% 12.8% 14.9% 21.2% 25.0% 33.3% 16.7% 19.6% 16.3% 10.0% 50.0% 18.5% 7.8% 20.0% 8.7% 24.6%Significantly different from column:* Q P U TNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Is this a condition or problem that has lasted for at least 3 months? Do not include pregnancy or menopause.

2016

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2016


T-53



Question 50


96.5% 95.7% 97.0% 97.4% 100.0% 97.3% 98.8% 97.8% 100.0% 100.0% 100.0% 99.2% 100.0% 97.7% 97.3% 94.8% 97.8% 97.6% 90.6% 98.6% 94.0%Yes 1,850 200 76 123 45 83 71 134 49 14 8 182 89 84 22 31 60 108 20 110 64

65.3% 69.7% 77.6% 65.8% 46.4% 76.1% 88.8% 73.6% 67.1% 50.0% 42.1% 71.4% 77.4% 66.7% 61.1% 42.5% 65.9% 89.3% 34.5% 75.9% 82.1%No 981 87 22 64 52 26 9 48 24 14 11 73 26 42 14 42 31 13 38 35 14

34.7% 30.3% 22.4% 34.2% 53.6% 23.9% 11.3% 26.4% 32.9% 50.0% 57.9% 28.6% 22.6% 33.3% 38.9% 57.5% 34.1% 10.7% 65.5% 24.1% 17.9%Significantly different from column:* D C FG EG EF J H L K QR PR PQ TU S SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Do you now need or take medicine prescribed by a doctor? Do not include birth control.

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2016


T-54



Question 51


98.1% 99.5% 98.7% 100.0% 100.0% 100.0% 98.6% 99.3% 100.0% 100.0% 100.0% 99.5% 98.9% 100.0% 100.0% 100.0% 98.3% 100.0% 100.0% 99.1% 100.0%Yes 1,679 180 68 111 35 78 66 119 44 14 7 164 81 74 20 24 54 101 18 98 59

92.5% 90.5% 90.7% 90.2% 77.8% 94.0% 94.3% 89.5% 89.8% 100.0% 87.5% 90.6% 92.0% 88.1% 90.9% 77.4% 91.5% 93.5% 90.0% 89.9% 92.2%No 136 19 7 12 10 5 4 14 5 0 1 17 7 10 2 7 5 7 2 11 5

7.5% 9.5% 9.3% 9.8% 22.2% 6.0% 5.7% 10.5% 10.2% 0.0% 12.5% 9.4% 8.0% 11.9% 9.1% 22.6% 8.5% 6.5% 10.0% 10.1% 7.8%Significantly different from column:* FG E ENA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

Is this medicine to treat a condition that has lasted for at least 3 months? Do not include pregnancy or menopause.

2016

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2016


T-55



Question 52


97.6% 96.7% 98.0% 98.4% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.6% 99.1% 100.0% 100.0% 96.1% 98.9% 98.4% 92.2% 98.6% 96.4%18 to 24 376 40 11 29 40 0 0 21 17 2 2 36 14 18 7 22 14 3 14 20 6

13.1% 13.8% 11.1% 15.3% 41.2% 0.0% 0.0% 11.3% 23.3% 7.1% 10.5% 14.1% 12.3% 14.0% 18.9% 29.7% 15.2% 2.5% 23.7% 13.8% 7.5%25 to 34 496 57 13 43 57 0 0 27 19 10 6 50 23 22 7 25 22 10 16 22 19

17.3% 19.7% 13.1% 22.8% 58.8% 0.0% 0.0% 14.5% 26.0% 35.7% 31.6% 19.5% 20.2% 17.1% 18.9% 33.8% 23.9% 8.2% 27.1% 15.2% 23.8%35 to 44 471 55 23 32 0 55 0 34 12 9 3 51 18 27 9 14 21 20 10 28 16

16.5% 19.0% 23.2% 16.9% 0.0% 49.1% 0.0% 18.3% 16.4% 32.1% 15.8% 19.9% 15.8% 20.9% 24.3% 18.9% 22.8% 16.4% 16.9% 19.3% 20.0%45 to 54 556 57 20 37 0 57 0 44 9 3 4 49 20 29 5 6 19 31 10 26 20

19.4% 19.7% 20.2% 19.6% 0.0% 50.9% 0.0% 23.7% 12.3% 10.7% 21.1% 19.1% 17.5% 22.5% 13.5% 8.1% 20.7% 25.4% 16.9% 17.9% 25.0%55 to 64 707 76 30 45 0 0 76 56 16 3 3 67 39 29 8 7 14 55 8 46 18

24.7% 26.2% 30.3% 23.8% 0.0% 0.0% 93.8% 30.1% 21.9% 10.7% 15.8% 26.2% 34.2% 22.5% 21.6% 9.5% 15.2% 45.1% 13.6% 31.7% 22.5%65 to 74 184 4 1 3 0 0 4 4 0 0 0 3 0 4 0 0 1 3 0 3 1

6.4% 1.4% 1.0% 1.6% 0.0% 0.0% 4.9% 2.2% 0.0% 0.0% 0.0% 1.2% 0.0% 3.1% 0.0% 0.0% 1.1% 2.5% 0.0% 2.1% 1.3%75 or older 73 1 1 0 0 0 1 0 0 1 1 0 0 0 1 0 1 0 1 0 0

2.5% 0.3% 1.0% 0.0% 0.0% 0.0% 1.2% 0.0% 0.0% 3.6% 5.3% 0.0% 0.0% 0.0% 2.7% 0.0% 1.1% 0.0% 1.7% 0.0% 0.0%55 or older 964 81 32 48 0 0 81 60 16 4 4 70 39 33 9 7 16 58 9 49 19

33.7% 27.9% 32.3% 25.4% 0.0% 0.0% 100.0% 32.3% 21.9% 14.3% 21.1% 27.3% 34.2% 25.6% 24.3% 9.5% 17.4% 47.5% 15.3% 33.8% 23.8%Significantly different from column:* A G G EF R R PQ T SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

What is your age?

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T-56



Question 53


98.3% 97.7% 100.0% 100.0% 99.0% 100.0% 98.8% 98.9% 100.0% 100.0% 100.0% 99.2% 100.0% 99.2% 97.3% 97.4% 100.0% 99.2% 96.9% 98.6% 96.4%Male 1,031 101 101 0 24 43 32 78 11 7 7 87 37 45 13 23 31 47 23 54 23

35.7% 34.5% 100.0% 0.0% 25.0% 38.4% 40.0% 42.4% 15.1% 25.0% 36.8% 34.1% 32.2% 35.2% 36.1% 30.7% 33.3% 38.2% 37.1% 37.2% 28.8%Female 1,854 192 0 192 72 69 48 106 62 21 12 168 78 83 23 52 62 76 39 91 57

64.3% 65.5% 0.0% 100.0% 75.0% 61.6% 60.0% 57.6% 84.9% 75.0% 63.2% 65.9% 67.8% 64.8% 63.9% 69.3% 66.7% 61.8% 62.9% 62.8% 71.3%Significantly different from column:* D C FG E E I HNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)


2016

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T-57



Question 54


96.1% 95.7% 95.0% 98.4% 99.0% 99.1% 98.8% 100.0% 100.0% 100.0% 100.0% 98.8% 97.4% 100.0% 100.0% 94.8% 98.9% 96.8% 92.2% 98.0% 95.2%8th grade or less 226 23 14 9 0 10 13 23 0 0 0 20 9 11 3 1 4 18 6 10 5

8.0% 8.0% 14.6% 4.8% 0.0% 9.0% 16.3% 12.4% 0.0% 0.0% 0.0% 7.9% 8.0% 8.5% 8.1% 1.4% 4.3% 15.0% 10.2% 6.9% 6.3%527 54 23 31 15 22 17 54 0 0 6 44 9 38 5 12 18 24 12 31 10

18.7% 18.8% 24.0% 16.4% 15.6% 19.8% 21.3% 29.0% 0.0% 0.0% 31.6% 17.3% 8.0% 29.5% 13.5% 16.4% 19.6% 20.0% 20.3% 21.5% 12.7%1,089 109 41 66 33 46 30 109 0 0 7 96 50 45 8 24 32 51 23 55 29

38.6% 38.0% 42.7% 34.9% 34.4% 41.4% 37.5% 58.6% 0.0% 0.0% 36.8% 37.8% 44.6% 34.9% 21.6% 32.9% 34.8% 42.5% 39.0% 38.2% 36.7%709 73 11 62 36 21 16 0 73 0 4 68 34 26 13 22 29 22 14 34 25

25.1% 25.4% 11.5% 32.8% 37.5% 18.9% 20.0% 0.0% 100.0% 0.0% 21.1% 26.8% 30.4% 20.2% 35.1% 30.1% 31.5% 18.3% 23.7% 23.6% 31.6%4-year college graduate 160 22 6 16 10 8 4 0 0 22 2 20 8 7 6 11 6 5 3 12 7

5.7% 7.7% 6.3% 8.5% 10.4% 7.2% 5.0% 0.0% 0.0% 78.6% 10.5% 7.9% 7.1% 5.4% 16.2% 15.1% 6.5% 4.2% 5.1% 8.3% 8.9%110 6 1 5 2 4 0 0 0 6 0 6 2 2 2 3 3 0 1 2 3

3.9% 2.1% 1.0% 2.6% 2.1% 3.6% 0.0% 0.0% 0.0% 21.4% 0.0% 2.4% 1.8% 1.6% 5.4% 4.1% 3.3% 0.0% 1.7% 1.4% 3.8%270 28 7 21 12 12 4 0 0 28 2 26 10 9 8 14 9 5 4 14 10

9.6% 9.8% 7.3% 11.1% 12.5% 10.8% 5.0% 0.0% 0.0% 100.0% 10.5% 10.2% 8.9% 7.0% 21.6% 19.2% 9.8% 4.2% 6.8% 9.7% 12.7%Significantly different from column:* J I R P







NA - Not Applicable

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)


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T-58



Question 55


93.6% 92.0% 93.1% 93.8% 96.9% 95.5% 91.4% 93.0% 98.6% 100.0% 100.0% 100.0% 97.4% 94.6% 94.6% 92.2% 94.6% 92.7% 87.5% 93.9% 91.6%Yes, Hispanic or Latino 541 19 7 12 8 7 4 13 4 2 19 0 5 3 6 6 5 8 8 8 3

19.7% 6.9% 7.4% 6.7% 8.5% 6.5% 5.4% 7.5% 5.6% 7.1% 100.0% 0.0% 4.5% 2.5% 17.1% 8.5% 5.7% 7.0% 14.3% 5.8% 3.9%2,204 257 87 168 86 100 70 160 68 26 0 257 107 119 29 65 83 107 48 130 73

80.3% 93.1% 92.6% 93.3% 91.5% 93.5% 94.6% 92.5% 94.4% 92.9% 0.0% 100.0% 95.5% 97.5% 82.9% 91.5% 94.3% 93.0% 85.7% 94.2% 96.1%Significantly different from column:* A



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Whi

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Afric

an-A

mer

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Mal

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Fem

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18 to

34

35 to

54

55 o

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HS

grad

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(Q7)

Are you of Hispanic or Latino origin or descent?

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Gender Age Education Hispanic

5 or

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)

T-59



Question 56


93.8% 93.7% 94.1% 95.8% 93.8% 96.4% 100.0% 95.7% 100.0% 96.4% 73.7% 99.2% 100.0% 100.0% 100.0% 90.9% 96.8% 96.0% 87.5% 95.2% 95.2%White 1,779 128 42 86 43 42 42 71 42 12 6 119 115 0 13 32 38 58 27 62 37

64.6% 45.6% 44.2% 46.7% 47.3% 38.9% 51.9% 39.9% 57.5% 44.4% 42.9% 46.7% 100.0% 0.0% 35.1% 45.7% 42.2% 48.7% 48.2% 44.3% 46.8%745 141 50 90 46 60 35 99 32 10 3 130 0 129 12 37 44 58 24 74 39

27.1% 50.2% 52.6% 48.9% 50.5% 55.6% 43.2% 55.6% 43.8% 37.0% 21.4% 51.0% 0.0% 100.0% 32.4% 52.9% 48.9% 48.7% 42.9% 52.9% 49.4%Asian 105 7 1 6 3 4 0 1 2 4 0 7 0 0 7 4 3 0 2 2 3

3.8% 2.5% 1.1% 3.3% 3.3% 3.7% 0.0% 0.6% 2.7% 14.8% 0.0% 2.7% 0.0% 0.0% 18.9% 5.7% 3.3% 0.0% 3.6% 1.4% 3.8%13 3 0 3 1 2 0 2 1 0 1 2 0 0 3 0 3 0 1 2 0

0.5% 1.1% 0.0% 1.6% 1.1% 1.9% 0.0% 1.1% 1.4% 0.0% 7.1% 0.8% 0.0% 0.0% 8.1% 0.0% 3.3% 0.0% 1.8% 1.4% 0.0%107 14 6 7 5 6 3 6 6 2 1 12 0 0 14 2 6 6 4 7 3

3.9% 5.0% 6.3% 3.8% 5.5% 5.6% 3.7% 3.4% 8.2% 7.4% 7.1% 4.7% 0.0% 0.0% 37.8% 2.9% 6.7% 5.0% 7.1% 5.0% 3.8%Other 212 14 6 8 3 5 6 9 2 3 5 8 0 0 14 1 8 5 6 7 1

7.7% 5.0% 6.3% 4.3% 3.3% 4.6% 7.4% 5.1% 2.7% 11.1% 35.7% 3.1% 0.0% 0.0% 37.8% 1.4% 8.9% 4.2% 10.7% 5.0% 1.3%NA - Not ApplicablePlease note that respondents could select more than one response option, therefore percentages may not add up to 100%.

5 or

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Oth

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Exce

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Very

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Fair

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His

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Not

His

pani

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Whi

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Afric

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18 to

34

35 to

54

55 o

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HS

grad

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Health Status Doctor Visits in Last 6 Months

(Q53) (Q52) (Q54) (Q55) (Q56) (Q36) (Q7)

What is your race? Mark one or more.

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Gender Age Education Hispanic Race

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Question 57


97.9% 97.9% 94.6% 100.0% 100.0% 97.4% 98.3% 99.2% 100.0% 100.0% 100.0% 99.4% 98.8% 98.8% 100.0% 97.5% 100.0% 96.3% 97.0% 100.0% 96.6%Yes 405 36 22 14 10 15 10 31 3 0 1 32 14 17 4 8 12 15 11 17 8

18.9% 19.5% 41.5% 10.8% 19.6% 20.3% 16.9% 25.6% 6.0% 0.0% 14.3% 19.3% 17.1% 20.5% 22.2% 20.5% 18.5% 19.0% 34.4% 17.7% 14.3%No 1,742 149 31 116 41 59 49 90 47 12 6 134 68 66 14 31 53 64 21 79 48

81.1% 80.5% 58.5% 89.2% 80.4% 79.7% 83.1% 74.4% 94.0% 100.0% 85.7% 80.7% 82.9% 79.5% 77.8% 79.5% 81.5% 81.0% 65.6% 82.3% 85.7%Significantly different from column:* D C I H TU S SNA - Not Applicable*A letter in a cell means the percentage in the cell immediately above is significantly different from the percentage in the column headed by that letter (in that same row). The significance test was conducted at the 95% confidence level.

Fair

or P

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Non

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1 to

4

5 or

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Not

His

pani

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Whi

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Afric

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Oth

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Exce

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or

Very

goo

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Goo

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(Q7)

Mal

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Fem

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18 to

34

35 to

54

55 o

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HS

grad

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Som

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Col

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His

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)


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Question 58


98.3% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% --- 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%Read the questions to me 205 21 14 7 5 11 5 19 2 0 1 18 7 11 2 3 9 9 7 11 3

51.5% 58.3% 63.6% 50.0% 50.0% 73.3% 50.0% 61.3% 66.7% --- 100.0% 56.3% 50.0% 64.7% 50.0% 37.5% 75.0% 60.0% 63.6% 64.7% 37.5%146 16 11 5 3 6 7 16 0 0 1 15 8 6 1 3 6 7 4 8 4

36.7% 44.4% 50.0% 35.7% 30.0% 40.0% 70.0% 51.6% 0.0% --- 100.0% 46.9% 57.1% 35.3% 25.0% 37.5% 50.0% 46.7% 36.4% 47.1% 50.0%110 5 3 2 2 1 1 3 0 0 0 5 4 1 0 1 1 3 1 3 1

27.6% 13.9% 13.6% 14.3% 20.0% 6.7% 10.0% 9.7% 0.0% --- 0.0% 15.6% 28.6% 5.9% 0.0% 12.5% 8.3% 20.0% 9.1% 17.6% 12.5%52 2 1 1 1 1 0 2 0 0 1 1 0 1 1 0 1 1 1 1 0

13.1% 5.6% 4.5% 7.1% 10.0% 6.7% 0.0% 6.5% 0.0% --- 100.0% 3.1% 0.0% 5.9% 25.0% 0.0% 8.3% 6.7% 9.1% 5.9% 0.0%Helped in some other way 39 6 3 3 2 2 2 5 1 0 0 5 1 3 2 3 2 0 2 3 1

9.8% 16.7% 13.6% 21.4% 20.0% 13.3% 20.0% 16.1% 33.3% --- 0.0% 15.6% 7.1% 17.6% 50.0% 37.5% 16.7% 0.0% 18.2% 17.6% 12.5%





Fair

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Non

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1 to

4

5 or

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Base: All respondents who had help completing the survey (Q57)

Not

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Whi

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Exce

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Very

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(Q7)

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Col

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His

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(Q53) (Q52) (Q54) (Q55) (Q56) (Q36)


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T-62

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL IV

SURVEY MATERIALS


AET-r

PresortedFirst Class

U.S. PostagePAID

Permit #5745Baltimore, MD

How can Aetna Better Health® of Louisiana serve you better? How can people choose the health care plan that is best for them?

This survey gives you the chance to tell us what you think about the services we provide at Aetna Better Health® of Louisiana. It will take less than 20 minutes to complete.

The survey is part of a national project by the National Committee for Quality Assurance (NCQA), a non-profit group that helps people learn more about health care plans around the country.


Because we are asking only a few people to take the survey, it is very important that you fill out the survey and return it right away. Please use the pre-paid envelope to return the survey.

Thank you for helping to make health care better.

Sincerely,

Salli Duncan Chief Executive Officer

AETLA3_1

About three weeks ago, we sent you a survey about the services we give you at Aetna Better Health® of Louisiana. If you sent your survey back, thank you for your help! You can ignore this letter.

We sent you another survey, just in case you misplaced the first one. Please take a little time to complete it. It should take you less than 20 minutes.



Because we asked only a few people to take the survey, it is very important that you fill out the survey and return it right away. Please return it in the pre-paid envelope.

Thank you for helping to make health care better.

Sincerely,

Salli Duncan Chief Executive Officer

AETLA3_3

We need your help! Recently, we sent you a short survey about your health care. Your answers will help us improve the health services we provide you. The survey will also help other people learn more about health care plans, but it will help only if everyone who gets the survey sends it back.

After you finish the survey, please return it in the pre-paid envelope to the Center for the Study of Services (CSS), a research firm working with us on this survey.

If you did not get the survey, or if you misplaced it, please call CSS at the toll-free number 1-800-874-5561 or e-mail them at [email protected]. They will mail you another one. You can also call that number if you have any questions.

If you have already sent in your survey, thank you! You can ignore this reminder.

Thanks again for your help!


PRST FIRST CLASSU.S. POSTAGE

PAIDBALTIMORE, MD

PERMIT 5745

AET13

1. OurrecordsshowthatyouarenowinAetnaBetterHealth® of Louisiana. Is that right?


2. What is the name of your health plan? (Please print)

__________________________________________________

Your Health Care in the Last 6 MonthsThese questions ask about your own health care. Do not include care you got when you stayed overnight in a hospital. Do not include the times you went for dental care visits.

3. In the last 6 months, did you have an illness, injury, orconditionthatneeded care right away in a clinic, emergencyroom,ordoctor’soffice?


4. In the last 6 months, when you needed care right away, howoftendidyougetcareassoonasyouneeded?

1 Never2Sometimes3 Usually4 Always

5. In the last 6 months, did you make any appointments for a check-uporroutinecareatadoctor’sofficeorclinic?


6. Inthelast6months,howoftendidyougetanappointment for a check-uporroutinecare at a doctor’sofficeorclinicassoonasyouneeded?


7. In the last 6 months, notcountingthetimesyouwenttoanemergencyroom,howmanytimesdidyougotoadoctor’sofficeorclinictogethealthcareforyourself?


8. In the last 6 months, did you and a doctor or other healthprovidertalkaboutspecificthingsyoucoulddoto prevent illness?

1 Yes2 No

9. In the last 6 months, did you and a doctor or other healthprovidertalkaboutstartingorstoppingaprescriptionmedicine?


10. Did you and a doctor or other health provider talk about the reasons you might want to take a medicine?

1 Yes2 No

11. Did you and a doctor or other health provider talk about the reasons you might not want to take a medicine?

1 Yes2 No

12. Whenyoutalkedaboutstartingorstoppingaprescriptionmedicine,didadoctororotherhealthprovider ask you what you thought was best for you?

1 Yes 2 No

2016

AETLA3

Answer each question by marking the box to the left of your answer.

You are sometimes told to skip over some questions in this survey. When this happens you will see an arrow with a note that tells you what question to answer next, like this:


Personally identifiable information will not be made public and will only be released in accordance with federal laws and regulations.

You may choose to answer this survey or not. If you choose not to, this will not affect the benefits you get. You may notice a number on the cover of this survey. This number is ONLY used to let us know if you returned your survey so we don’t have to send you reminders.

If you want to know more about this study, please call 1-800-874-5561.

Survey Instructions

✓

13. Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your health care in the last 6 months?

0 1 2 3 4 5 6 7 8 9 10

Worst health care Best health carepossible possible

14. Inthelast6months,howoftenwasiteasytogetthecare, tests, or treatment you needed?


Your Personal Doctor

15. A personal doctor is the one you would see if you need a check-up, want advice about a health problem, or get sick or hurt. Do you have a personal doctor?


16. Inthelast6months,howmanytimesdidyouvisityourpersonal doctor to get care for yourself?


17. Inthelast6months,howoftendidyourpersonaldoctor explain things in a way that was easy to understand?


18. Inthelast6months,howoftendidyourpersonaldoctor listen carefully to you?


19. Inthelast6months,howoftendidyourpersonaldoctor show respect for what you had to say?


20. Inthelast6months,howoftendidyourpersonaldoctorspendenoughtimewithyou?


21. In the last 6 months, did you get care from a doctor or other health provider besides your personal doctor?


22. Inthelast6months,howoftendidyourpersonaldoctor seem informed and up-to-date about the care you got from these doctors or other health providers?


23. Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?

0 1 2 3 4 5 6 7 8 9 10

Worst personal doctor Best personal doctorpossible possible

Getting Health Care From SpecialistsWhen you answer the next questions, do not include dental visits or care you got when you stayed overnight in a hospital.

24. Specialists are doctors like surgeons, heart doctors, allergy doctors, skin doctors, and other doctors who specialize in one area of health care. In the last 6 months, did you make any appointments to see a specialist?


25. Inthelast6months,howoftendidyougetanappointment to see a specialist as soon as you needed?


26. How many specialists have you seen in the last 6 months?

0 None → If None, Go to Question 281 1 specialist2 23 34 45 5 or more specialists

27. Wewanttoknowyourratingofthespecialistyousawmostofteninthelast6months.Usinganynumberfrom0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate that specialist?

0 1 2 3 4 5 6 7 8 9 10

Worst specialist Best specialistpossible possible

Your Health PlanThe next questions ask about your experience with your health plan.

28. Inthelast6months,didyoulookforanyinformationinwrittenmaterialsorontheInternetabouthowyourhealth plan works?


29. Inthelast6months,howoftendidthewrittenmaterialsortheInternetprovidetheinformationyouneeded about how your health plan works?


30. Inthelast6months,didyougetinformationorhelpfrom your health plan’s customer service?


31. Inthelast6months,howoftendidyourhealthplan’scustomerservicegiveyoutheinformationorhelpyouneeded?


32. Inthelast6months,howoftendidyourhealthplan’scustomerservicestafftreatyouwithcourtesyandrespect?


33. In the last 6 months, did your health plan give you any formstofillout?


34. Inthelast6months,howoftenweretheformsfromyourhealthplaneasytofillout?


35. Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan?

0 1 2 3 4 5 6 7 8 9 10

Worst health plan Best health planpossible possible

About You

36. In general, how would you rate your overall health?


37. In general, how would you rate your overall mental or emotional health?


38. Haveyouhadeitheraflushotorflusprayinthenosesince July 1, 2015?

1 Yes 2 No3 Don’t know

39. Doyounowsmokecigarettesorusetobaccoeveryday,some days, or not at all?

1 Every day 2 Some days3 Not at all → If Not at all, Go to Question 434 Don’t know → If Don’t know, Go to Question 43

40. Inthelast6months,howoftenwereyouadvisedtoquit smoking or using tobacco by a doctor or other health provider in your plan?


41. Inthelast6months,howoftenwasmedicationrecommended or discussed by a doctor or health providertoassistyouwithquittingsmokingorusingtobacco?Examplesofmedicationare:nicotinegum,patch,nasalspray,inhaler,orprescriptionmedication.


42. Inthelast6months,howoftendidyourdoctororhealth provider discuss or provide methods and strategiesotherthanmedicationtoassistyouwithquittingsmokingorusingtobacco?Examplesofmethodsandstrategiesare:telephonehelpline,individualorgroupcounseling,orcessationprogram.


43. Do you take aspirin daily or every other day?

1 Yes2 No3 Don’t know

44. Doyouhaveahealthproblemortakemedicationthatmakes taking aspirin unsafe for you?

1 Yes2 No3 Don’t know

45. Has a doctor or health provider ever discussed with you therisksandbenefitsofaspirintopreventheartattackor stroke?

1 Yes2 No

46. Are you aware that you have any of the following conditions?Markoneormore.

a High cholesterolb High blood pressurecParentorsiblingwithheartattackbefore

the age of 60

GEN3

54. What is the highest grade or level of school that you have completed?

1 8th grade or less2 Some high school, but did not graduate3 High school graduate or GED4 Some college or 2-year degree5 4-year college graduate6Morethan4-yearcollegedegree

55. AreyouofHispanicorLatinooriginordescent?

1Yes,HispanicorLatino2No,notHispanicorLatino

56. Whatisyourrace?Markoneormore.

a White b Black or African-American c Asian dNativeHawaiianorotherPacificIslandereAmericanIndianorAlaskaNativef Other

57. Did someone help you complete this survey?

1 Yes → If Yes, Go to Question 582 No → Thank you. Please return the completed

survey in the postage-paid envelope.

58. Howdidthatpersonhelpyou?Markoneormore.

aReadthequestionstomeb Wrote down the answers I gavecAnsweredthequestionsformedTranslatedthequestionsintomylanguagee Helped in some other way

47. Has a doctor ever told you that you have any of the followingconditions?Markoneormore.

aAheartattackb Angina or coronary heart diseasec A stroked Any kind of diabetes or high blood sugar

48. In the last 6 months, did you get health care 3 or more timesforthesameconditionorproblem?


49. Isthisaconditionorproblemthathaslastedforatleast3 months? Do not include pregnancy or menopause.

1 Yes2 No

50. Do you now need or take medicine prescribed by a doctor? Do not include birth control.


51. Isthismedicinetotreataconditionthathaslastedfor at least 3 months? Do not include pregnancy or menopause.

1 Yes2 No

52. What is your age?

1 18 to 242 25 to 343 35 to 444 45 to 545 55 to 646 65 to 747 75 or older

53. Are you male or female?

1Male2 Female

Please return the completed survey in the postage-paid envelope to:

Center for the Study of Services PO Box 10810 Herndon, VA 20172-9904

Please do not include any other correspondence.

Thank You

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL V

NCQA CALCULATION GUIDELINES FOR RATING AND COMPOSITE MEANS AND GLOBAL PROPORTIONS

NCQA’s HEDIS 2016, Volume 3: Specifications for Survey Measures contains detailed guidelines for calculation of survey results. These guidelines include:

Criteria for including a survey in the results calculation. A questionnaire must have the final disposition code of Complete and Valid Survey to be included in

the calculation of plan-level scores.

Rules for handling appropriately answered questions (i.e., questions that comply with survey skip-pattern instructions).

Rules for handling inappropriately answered questions (e.g., unanswered questions, multiple-mark questions, questions that should have been skipped,

and questions within a skip pattern of an inappropriately answered or skipped gate item).

Denominator reporting thresholds. Health plans must achieve a denominator of at least 100 responses to obtain a reportable result. If the denominator for

a particular survey result calculation is less than 100, NCQA assigns a measure result of “NA”.

Rules for calculating denominators for questions and composites. The denominator for a question is equal to the total number of responses to that

question. The denominator for a composite is the average number of responses across all questions in the composite.

Rules for calculating rolling average composites and question summary rates.

Rules for handling changes in submission entity (i.e., if a health plan changes how it reports HEDIS/CAHPS results from one year to the next.)

MEAN SCORES (COMPOSITES, RATINGS, AND COORDINATION OF CARE)

Mean scores serve as the basis for NCQA Accreditation scoring. They range from 1 to 3, where 1 is the lowest possible score and 3 is the highest possible score.

There are two steps needed to calculate single-item (ratings and Coordination of Care) mean scores and three steps to calculate composite mean scores:

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VI

Step 1

Convert member responses to score values of 1, 2, or 3 according to the following rules:



Ratings 0 to 6 = 1; 7 or 8 = 2; 9 or 10 = 3

Step 2

For a rating question, calculate the mean of all responses. This is the rating mean. Follow the same procedure for the Coordination of Care measure. For a

composite, calculate the mean or all responses for each question in the composite.

Step 3 (Composite Measures Only)

Calculate the mean of the question means. This is the composite mean. (Note: each question in a composite is weighted equally, regardless of how many

members respond.)

The step-by-step calculation of the Getting Care Quickly composite mean score is illustrated in the example for the Adult Commercial product line below.

This composite score is comprised of two questions, Q4 and Q6. Suppose the following member responses were collected:

Member Q4 Q6

1 Usually (2) Never (1)

2 Sometimes (1) Always (3)

3 Always (3)

4 Usually (2) Usually (2)

5 Always (3) Always (3)

Missing responses are not assigned any values, and are not included in the denominator.

After the mean response for each question is calculated, the composite mean score, which is a mean of the means, is calculated.

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VII

MEANQ4 = (2 + 1 + 3 + 2 + 3) / 5 = 11 / 5 = 2.2000

MEANQ6 = (1 + 3 + 2 + 3) / 4 = 9 / 4 = 2.2500

MEANcomposite = (2.2000 + 2.2500) / 2 = 2.2250

In this example, the Getting Care Quickly composite mean score is 2.2250.

COMPOSITE GLOBAL PROPORTIONS

Global Proportions are average proportions of respondents who gave the plan a favorable rating on each question in a composite. There are three steps

needed to calculate the composite global proportion:

Step 1

For each question in a composite, count the number of members who selected a favorable response option:

For all composite questions except those in the Shared Decision Making composite, the favorable responses are Usually and Always.

For the Shared Decision Making questions, the favorable response is Yes.

Step 2

For each question, determine the proportion of respondents rating favorably (i.e., Usually/Always or Yes).

Step 3

Calculate the average proportion rating favorably across all the questions in the composite. These are the composite global proportions. Note: each question in

a composite is weighted equally, regardless of how many members respond.

Using the example above, here is an illustration of the step-by-step calculation of the Getting Care Quickly composite global proportion. Missing responses are

not included in the denominator.

Aetna Better Health of Louisiana 2016 HEDIS/CAHPS Survey Results – CONFIDENTIAL VIII

Response option Q4 Q6 Global Proportion

Never or Sometimes 1 / 5 = 0.20 1 / 4 = 0.25 (0.20 + 0.25) / 2 = 0.2250

Usually 2 / 5 = 0.40 1 / 4 = 0.25 (0.40 + 0.25) / 2 = 0.3250

Always 2 / 5 = 0.40 2 / 4 = 0.50 (0.40 + 0.50) / 2 = 0.4500

Always or Usually 4 / 5 = 0.80 3 / 4 = 0.75 (0.80 + 0.75) / 2 = 0.7750

Therefore, 80.00 percent and 75.00 percent of members respectively provided favorable responses to the Getting Care Quickly questions Q4 and Q6. Averaging

these two proportions yields the global proportion score of 77.50 percent for the Getting Care Quickly composite.

report of results of aetna etter health of louisiana 2016 ......the definition of complete and valid...

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