Building a Health System for “Customers” | Baylor Scott & White Health CEO Pete McCanna

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.