Cultivating high-performing UBTs was the focus of Ohio’s work in 2011. Co-leads received intensive training on the Path to Performance, including education on the building blocks of high-performing teams. At the end of 2011, 82 percent of Ohio’s 67 teams were rated at Level 4 or 5. In quality of care, Ohio saw HEDIS scores improve as a result of improving response rates to best practice alerts in KP HealthConnect: When a member’s electronic medical record flags an overdue health screening, everyone is expected to help the patient schedule it. Ohio also expanded the 2010 focus on service by training all co-leads and team members in AIDET (Acknowledge, Introduce, Duration, Explanation and Thank you).