A new Vision sets the path for Baylor Scott & White Health
Your favorite retailer that understands your taste and points out items you love, a server who knows how you prefer your tea before you even sit down, the car dealership that alerts you when your vehicle is due for service: So many aspects of our lives are now personalized, offering us convenience and customization at every step and turn.
Why should healthcare be any different?
That very question has driven Baylor Scott & White to envision a different future, one driven by a new Vision that is guiding the organization on this exciting journey.
“Our System is embarking on a truly exciting time, and we couldn’t do it without such a talented and committed team”.
-Pete McCanna
With more choice than ever before, the communities Baylor Scott & White serves want a health partner that anticipates their needs, exceeds their expectations and is just as convenient as so many other parts of their lives. The system is reimagining how to put patients and customers in the driver’s seat of their health, so they are empowered to live their best lives.
Baylor Scott & White’s new Vision reflects a customer-centric focus, a discipline of learning and understanding what is most important to those we serve—our customers and patients—solving their problems and embracing the moments that matter. In addition to casting a new Vision, the system also has refreshed its Values and Focus Areas.
“These changes reflect our customer-centric focus,” noted Pete McCanna, CEO. “The insights we gain from those we serve will shape our approaches, with the goal of improving experiences and driving customer loyalty.”
Baylor Scott & White introduced this new Vision to team members during an inaugural System-wide Vision + Values Week Nov. 7–11 to ensure that both leaders and frontline staff are well equipped to support and engage with this new Vision.
“Our System is embarking on a truly exciting time, and we couldn’t do it without such a talented and committed team,” McCanna said.
With this new Vision, philanthropy will serve a critical role, helping Baylor Scott & White fulfill its Mission of promoting the well-being of all individuals, families and communities. Many programs that help patients feel supported on their healthcare journeys are oftentimes not reimbursed by insurance. This is where generous members of the community step forward to provide funding that helps make this caring touch possible, including:
- Patient navigators that help point patients to the right care for their needs.
- Chaplains who provide comfort and help patients with some of life’s toughest questions.
- Child life specialists who help explain and normalize the hospital experience for children.
- Music and art therapy, which can help lower patients’ stress levels and blood pressure and remind them of the joys of the human experience.
- Spiritual care and outreach programs that provide resources to organizations in need locally and abroad.
- Programs for women at high risk
- for being diagnosed with breast cancer that include navigation and support through the emotionally gripping process of diagnosis and treatment.
- A free home away from home for patients with cancer and their caregivers who have to travel long distances for treatment, where they find a nurturing community and supportive, homelike environment, like the one at the American Cancer Society Gene and Jerry Jones Family Hope Lodge Dallas.
…many of the programs surrounding a great patient care experience are those made possible by philanthropy, providing great solace and joy”.
-Pete McCanna
“Customer centricity means considering every aspect of what we do from the customer’s perspective,” McCanna said. “When you look at healthcare from that perspective, you see that many of the programs surrounding a great patient care experience are those made possible by philanthropy, providing great solace and joy. Generous donors have been instrumental in our ability to provide these programs, and they will continue to help us serve even more people with the kind of personalized care we all deserve.”
McCanna emphasized that as a Christian ministry of healing, it’s important for Baylor Scott & White Health to provide the kind of care anyone would want for their own families—and philanthropy serves an important role in making that possible.
“Simply put, we have always been patient focused. Now, we are expanding our approach
to better understand the challenges, the pain points and the wants and needs of those we serve—bringing new solutions to the table and breaking down barriers to deliver exceptional experiences in the moments that matter,” McCanna said.
To learn more about this Baylor Scott & White Initiative, contact the BSW Dallas Foundation at 214.820.3136 or email DallasFoundation@BSWHealth.org.
