In Colorado, the member experience was a key priority in 2010—and will continue to be one in 2011. Teams discovered new ways to decrease phone wait times, return advice messages to patients within one hour, and reduce how much time patients spend in the waiting room. The region also saw success with teams working on quality issues, such as increasing rates for breast cancer and prenatal screenings and sustaining the improvements over time. In addition, Colorado surpassed its operating margin stretch goal. Teams contributed to that achievement by focusing on cost-savings improvements, including increasing central pharmacy fill utilization, minimizing unnecessary EKGs and reducing overtime.