Can you believe it's been almost 4 months since the first episode of my Claims Denied podcast? That first episode featured Pete McCanna, CEO of Baylor Scott & White, who explained 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 4 walls. Check out this short clip to hear Pete's take on the need to transform health systems from supply-driven to demand-driven. Also during the episode, Pete discussed why: • 50%+ of encounters start at the wrong site of care. • Better routing is the real capacity unlock, not more hiring. • 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. Listen to the full episode here: