The New Age of Health System Consumerism | Pete McCanna, CEO, Baylor Scott & White

Welcome to Claims Denied, a new podcast from Hospitalogy. In this episode, Blake talks with Pete McCanna, CEO of Baylor Scott & White. Pete explains how legacy health systems are built like “castle walls” (supply-driven, organization-centric, and built to protect themselves), but this design fails customers who are outside the four walls. Pete walks through what it takes to transform a health system from supply-driven to demand-driven, which is essential in this new age of healthcare consumerism. Listen to hear why: 50%+ of encounters start at the wrong site of care. Better routing is the real capacity unlock, not more hiring. Find out which move Pete says is a capacity strategy hiding in plain sight. If every system innovates solely on Epic, there's no differentiation, just commoditization. Baylor refuses to let anyone get between them and the customer (and “customer” isn’t semantics). Epic can run the clinical backbone, but Baylor’s betting the winner is whoever owns orchestration, access, and the relationship. There are 3 buckets of AI strategy: customer solutions driven by AI, workflow efficiency for large organizations, and individual assistant tools for your daily work. Baylor's focused on bucket 1 to see how it can turbocharge their service offerings. --- Tom™ is the agentic AI that delivers orchestrated Primary Care as a Service, expanding care capacity and patient engagement while reducing clinicians’ busy workloads. Tom serves as the AI member of a patient’s primary care team . Learn more at Lumeris.com/platform --- Baylor Scott & White Health: https://www.bswhealth.com/ Follow Pete on LinkedIn: https://www.linkedin.com/in/peter-mccanna-784619104/ Follow Blake on LinkedIn: https://www.linkedin.com/in/blakecmadden/ For expert analysis on healthcare M&A, strategy, finance, and markets, join 51K+ readers of Blake Madden’s Hospitalogy newsletter. Subscribe here: https://hospitalogy.com/ Like our episodes? Be sure to leave us a review, and share our podcast with colleagues.