{"podcast":{"title":"The Heart of Healthcare | A Digital Health Podcast","slug":"the-heart-of-healthcare-a-digital-health-podcast-4062107","podcast_index_feed_id":4062107,"rss_url":"https://rss.art19.com/the-heart-of-healthcare","website_url":"https://www.heartofhealthcarepodcast.com/","image_url":"https://content.production.cdn.art19.com/images/08/1b/d6/92/081bd692-3de1-47e0-8dea-f5df57735e79/a59d0ef5ad4c2db2cf3ee2e8b13f930450e607997e665411885eb022e43bf55f849eb5bc803da97cc499471b4972bde9e6a85279b2a201d1728298c8949e46f2.jpeg","author":"Massively Better Healthcare","episode_count":230,"summary":"🏆 2026 Webby Award-winning podcast. Join us every Monday for conversations with the biggest names in healthcare. Hosted by health tech veterans Halle Tecco, Michael Esquivel, and Steve Kraus. Learn more and submit your ideas for the show at the Heart of Healthcare website.","last_synced_at":"2026-07-06T12:17:59.600663+00:00","page_url":"https://stenobird.com/podcast/the-heart-of-healthcare-a-digital-health-podcast-4062107"},"episode":{"title":"Building a Health System for “Customers” | Baylor Scott & White Health CEO Pete McCanna","slug":"building-a-health-system-for-customers-baylor-scott-white-health-ceo-pete-mccanna","published_at":"2026-04-13T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-heart-of-healthcare-a-digital-health-podcast-4062107/building-a-health-system-for-customers-baylor-scott-white-health-ceo-pete-mccanna","show_page_url":"https://stenobird.com/podcast/the-heart-of-healthcare-a-digital-health-podcast-4062107","url":"https://rss.art19.com/episodes/6e774dd7-3fd6-4fe1-aed2-c7a796c28ad6.mp3?rss_browser=BAhJIg90cmFuc2NyaWJyBjoGRVQ%3D--952c5701c84ad333c69d5faa668f8177091704f0","audio_url":"https://rss.art19.com/episodes/6e774dd7-3fd6-4fe1-aed2-c7a796c28ad6.mp3?rss_browser=BAhJIg90cmFuc2NyaWJyBjoGRVQ%3D--952c5701c84ad333c69d5faa668f8177091704f0","summary":"Pete McCanna, CEO of Baylor Scott & White Health, believes that health systems are built around the wrong objective… and he has an ambitious goal to change that. This week, Halle sits down with McCanna to unpack how one of the largest and most successful health systems in the country is shifting from a supply-driven model to one built entirely around the customer. They discuss why legacy systems operate like “walled castles,” what it takes to redesign care around real conditions instead of departments, and how Baylor Scott & White is testing a model that prioritizes access, personalization, and long-term trust over short-term profit. We cover: Why most health systems are structured to fill capacity, not create value for patients The reason why he uses the term \"customer\" instead of \"patient\" (and how his colleagues initially responded) How loyalty and trust make it economically sound to offer services that lose money. The strategy for deploying AI to create product differentiation for patients rather than just improving internal efficiency The limits of the “payvider” model and why it’s harder than it looks The three healthcare laws he thinks need to be rewritten — About our guest: As CEO of Baylor Scott & White Health, Peter (Pete) McCanna is focused on empowering customers to live well by reimagining traditional healthcare—offering more convenient, personalized, and informed experiences. He is leading Baylor Scott & White’s customer-centric transformation by bringing together the system’s 59,000 team members around a common goal to keep people healthy and feeling connected and supported. Before becoming CEO, Pete served as the health system’s president. In that role, he drove operational excellence, strengthened clinical alignment, scaled the system’s…","meta_description":"Pete McCanna, CEO of Baylor Scott & White Health, believes that health systems are built around the wrong objective… and he has an ambitious goal to c…","key_points":[],"chapters":[],"topics":[],"duration_seconds":2509,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-heart-of-healthcare-a-digital-health-podcast-4062107/episodes/building-a-health-system-for-customers-baylor-scott-white-health-ceo-pete-mccanna/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-heart-of-healthcare-a-digital-health-podcast-4062107/building-a-health-system-for-customers-baylor-scott-white-health-ceo-pete-mccanna.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}