The Complexity of Quality Metrics in Healthcare

Sally Kohn: One of the things I'm struck by as you provide this answer is that if you look at the evolution of quality metrics in healthcare, there are lots of technical measures. But they're all of these other elements of what one may think of as sort of the soft skill side, which is how people feel about their interactions with the healthcare system. She says factors like making a connection and being listened to, those you can have different perceptions whether you're in person or electronic.Kohn: There's a nuance in the fabric of that experience that we need to be paying attention to as we're thinking about moving telemedicine into a future where it's a meaningful