In the face of rising burnout, overwhelming metrics, and the creeping sense that primary care had become an assembly line, Stacy Fletcher, MD, saw a need for change — not just in process, but in philosophy. Alongside strategic partner Andrew Muck, KP Napa-Solano director of strategic initiatives, she developed RESET, a physician-led, trust-based transformation of primary care.
RESET — Reward Efficiency, Set priorities, Empower Teams — is both a framework and a mindset. “RESET offers physicians and medical assistants a clear path: transparent goals, simplified metrics, practical tools, and performance based rewards,” says Dr. Fletcher, Adult and Family Medicine (AFM) physician at KP Napa-Solano. “But its true foundation is trust in frontline teams to own their practice with accountability and pride, and trust in leaders to respond with increased flexibility, autonomy, and support.”
Launched in KP Napa-Solano, RESET began as a grassroots experiment. It has now scaled across every KP Northern California service area, with more than 2,400 physicians and medical assistants participating. The results include marked improvement in quality, access, affordability, and patient experience, alongside significantly reduced physician burnout scores and increased engagement among care teams.
“RESET didn’t come from a top-down directive,” Muck says. “It came from the ground up, shaped by our teams and strengthened by the leaders who believed in them.
The program is grounded in behavioral psychology and neuroscience, using joy, recognition, and team culture as strategic levers for change. In addition to providing countless hours of onsite RESET training, Dr. Fletcher created the Grassroots Roadshow, a fun, four-session workshop to teach efficiency tools that can immediately be put to use in AFM clinics. From energizing trainings to glitter-filled celebrations, RESET was designed to lower cognitive barriers, activate learning centers in the brain, and bring emotion and meaning back into improvement work, “turning change from something teams fear into something they run toward,” Dr. Fletcher says.
“RESET isn’t about doing more — it’s about doing what matters most, with clarity and heart. It removes noise, realigns purpose, and honors the people closest to the work.”