Texas Health Resources announced May 2 several organizational and operational changes designed to bring a more consumer-centric focus to the organization.

Effective immediately, Texas Health is moving to a channel strategy focused on providing consistent quality, experience and affordability. This will replace the company’s current zone-based operations model.

“Living out our vision requires that we move beyond episodic sick care, anticipate consumers’ needs, and offer affordable and personalized products and experiences,” said Barclay E. Berdan, FACHE, CEO of Texas Health. “This requires nimble decision-making and a willingness to remove roadblocks to prioritize where we focus our resources, time and energy.”

Working alongside Berdan to accomplish this, senior executive vice presidents Jeffrey Canose, M.D., and Winjie Miao will work together as a dyad.

As chief operating officer, Canose brings clinical and operational experience to Texas Health’s work on transforming the health system’s core clinical business. Reporting to him will be leaders focused on the hospital channel, Texas Health Physicians Group, Ambulatory and Post-Acute Care, as well as specialty service lines.

“All channel leaders will be responsible and accountable for achieving and sustaining positive differentiation of consumer-focused clinical care in their respective segments of the core business,” said Canose, Texas Health COO. “They will do this based on consumer insights and research, consumer-centric design principles, and other relevant specifications for clinical, operational and financial performance established at the system level.”

As chief experience officer, Winjie Miao brings consumer and operational experience to both the core business transformation and new business creation, including strategy and research and development for Texas Health. She is charged with building capabilities to support these changes, such as a connected health platform and consumer insights.

“We’ve listened to our consumers, and they’ve told us what works and, more importantly, what doesn’t work in health care,” said Miao. “We will be working across all channels to remove barriers to care, improve the consumer experience and earn consumers’ lifetime loyalty. We will do this by focusing on the whole person, body, mind and spirit.”

To drive clinical differentiation, a Reliable Health chief nursing and chief medical officer will work together to provide consumer-focused clinical care across the care continuum, focusing on clinical standardization, clinical resource utilization, clinical decision support and product fulfillment.

“Today’s announcement reflects the next chapter in Texas Health’s evolution,” said Berdan. “Texas Health has elevated the needs and preferences or our consumers that focuses every aspect of our organization. We are very excited about the future for health care in North Texas and beyond.”

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