Pete McCanna, CEO of Baylor Scott & White Health, and Julie Creamer, president of Baylor Scott & White Health, sat down recently to chat about the system’s new Vision: “Empowering you to live well.”
Pete: Our culture at Baylor Scott & White is deeply patient-centric. However,
being a patient is episodic, while being a customer is continuous. By transitioning
to “customer-centric,” that expands the lens. Our new Vision is about modernizing our health system and extending it, including how we interact with our customers before or even after we treat them. It’s really about considering their complete journey.
Julie: When we talk to consumers, they reinforce that receiving care is the most important thing to them, and they feel that we do a great job with that. But we know they have challenges along the way, and so being able to understand and solve for that is important.
Pete: Yes. We are expanding our mindset to put the customer in the middle, to truly listen to them, understand what they want and need, and then exceed their expectations. We are focused on finding ways to make what we do for them both smooth and proactive.
Julie: This is a win for all of us who work here at Baylor Scott & White, because
we want to take great care of our patients. Having additional opportunities to
make customers’ lives easier is going to be really fun and exciting for everyone who works here!
Pete: I agree. This Vision builds on the strength of our brand across the many communities we serve and sharpens our focus on them. Not only do we need to continue providing the excellent care we’re known for, but we must also be a health partner that anticipates their needs, exceeds their expectations and is just as convenient as so many other parts of their lives: It’s healthcare when, how and where they want it. By putting patients and customers in control of their health, we will empower them to live well on their terms.
