As CEO of Baylor Scott & White Health, Jim Hinton leads the largest not-for-profit health system in Texas. The integrated delivery network has more than 47,000 employees, 50 hospitals, and 7,500 affiliated physicians. The platform also includes Scott and White Health Plan, Baylor Scott & White Research Institute, and one of the nation’s largest accountable care organizations, Baylor Scott & White Quality Alliance.
How are you coping amid the COVID-19 crisis?
“Weeks ago, in anticipation of patients concerned they had COVID-19 symptoms, we were able to quickly create a free digital screening and eVisit process through the MyBSWHealth app. The response in the first two weeks was incredible—we had virtual interaction with more than 100,000 Texans in just a matter of days. Then, to be able to keep up with the demand, our leaders quickly trained more than 100 additional system caregivers to jump in and help; they worked day and night to answer questions and provide reassurance, again, at no charge. Simultaneously, other system leaders created drive-thru specimen collection sites throughout our service areas, and dozens of our caregivers were deployed to help staff these sites. Our pathology researchers in Temple gained FDA certification to test for the disease, and our researchers in Dallas launched a trial of the experimental drug Remdesivir to offer new hope to those diagnosed.”
Have you found silver linings in these difficult times?
“The community’s response has been inspiring. We have received countless expressions of generosity and support. Some examples include Mary Kay converting its Lewisville production line to create hand sanitizer for our facilities, local groups offering to sew masks and gowns for our clinical teams, restaurants donating meals to our caregivers, donors making contributions to fund our COVID-19 research and other efforts, and community members putting up encouraging and appreciative messages for our team members to see as they come to work. We have also experienced our own people stepping up, including leaders working around the clock to problem–solve and caregivers dedicated to the communities we serve—no matter the challenge.
How are you maintaining your company culture?
“As we navigate these unprecedented times full of uncertainty, our teams are truly living our organizational values, two of which are: “We never settle” and “We are in it together.” Our team members’ drive to never settle and their commitment to being in it together resulted in our ability to diagnose roughly a third of Texans with COVID-19, which is significant when you consider that prior to this, we cared for roughly one-in-10 Texans.”