University of Rochester Medicine
University of Rochester Medicine (URM) is one of the largest facilities for medical treatment and research in upstate New York. URM had deployed a strategy for the Triple Aim goal of providing high-value patient experience but found that programs designed to foster a change in physician behavior were progressing slowly. The focus then shifted to examining root causes. With rising rates of clinician burnout, the patient experience team partnered with clinicians to make clinician well-being a priority.