1. How to Make Health Plans Play Fair Presented for Families USA at Health Action 2016 Washington, DC Presented by Beth Abbott, Director State of California Office of the Patient Advocate

2. OPA 2015-16 Report Cards Available on our website at www.opa.ca.govwww.opa.ca.gov We rate health maintenance organizations (HMOs), preferred provider organizations (PPOs), and 207 medical groups and assign star ratings Report Cards include more than 2,000 clinical and patient experience data Sort medical groups by county and find ratings in specific disease/treatment categories

3. Complaint Data Report OPA mission changed from consumer assistance to public reporting 2011 CA passed statute requiring annual reports on consumer complaints filed with Dept. of Insurance, Dept. of Managed Health Care, the CA Exchange/Marketplace, and Medicaid and publish comparative analysis Includes gender, race, sex, language, county, complaint issue, health plan, resolution (time to make decision and whether result was favorable to company or consumer)

4. Complaint Report Will Include: 1.Percentage of complaints per plan enrollee for measurement of plan performance 2.Comparison of consumer metrics at state departments (hours of operation, systems capacity, speed of complaint resolution, and % of decisions favorable to consumers)

5. Previews of Coming Attractions in 2016 and 2017 New OPA Medicare Physician Group Report Card for CA New Total Cost of Care metrics for medical groups New Data on Timely Access to Care Based on Elapsed Time Standards

6. The State of California Office of the Patient Advocate Beth Abbott, Director www.opa.ca.gov (916) 324-6407