SYSTEM NEWS
Launching a New Vision for the Future
A new vision sets the path for Baylor Scott & White Health
ith 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 customercentric focus ,” noted Pete McCanna ,
… many of the programs surrounding a great patient care experience are those made possible by philanthropy , providing great solace and joy .
— 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 .”
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 and support them through the emotionally gripping process of diagnosis and treatment . Child Life Specialists who help explain and normalize the hospital experience for children . Music and art therapy , through our Arts in Medicine program , which can help lower patients ’ stress levels and blood pressure , and remind them of the joys of the human experience . Chaplains who provide comfort and help patients with some of life ’ s toughest questions . Spiritual care and outreach programs that provide resources to organizations in need locally and abroad .
“ 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 .
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