Healthcare can feel stuck, but the ground is moving under our feet in the best possible way. We sit down with Hartford Healthcare’s CEO, Jeff Flaks, to unpack how a statewide system is using scale with purpose: pushing care into more convenient, lower-cost settings, investing in equity, and building digital experiences that actually save time for patients and clinicians. If you’re skeptical that big systems can deliver value, this conversation offers specifics instead of spin.

We start with the leadership behaviors that matter now: staying close to operations, listening to front-line teams, and measuring success by outcomes. From there we tackle the big critiques—costs, complexity, sponsorship optics—and dig into what it takes to move beyond the status quo. Jeff shares why headwinds like payer friction, tariff-driven supply chain costs, and Medicaid shifts are serious, yet not destiny. The difference comes from disciplined redesign: routing patients to the right site of care, building 24/7 primary care access, and wiring urgent care so radiology, histories, meds, and images are available in real time.

The most exciting thread is how AI and machine learning are finally making work easier instead of heavier. Think faster reads, smarter triage, and less administrative drag, all pointed at better quality and safety. We explore the compounding effect of improvement—how each layer of coordination accelerates the next—and why the pace of change in the next three to five years could outstrip the last decade. For patients, we offer practical advice on navigating benefits, choosing the right setting, and using digital tools to cut costs and waits.

If you care about access, affordability, and results, this episode gives you a clear view of what’s working and what’s next. Subscribe, share with a colleague, and leave a review with one change you want your health system to make next.

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