Performance metrics sound like their empirically great, but as we all know, it's more complicated than that.

Personally, I've seen important programs, such as primary care-based depression screening and management that are proven to work then be turned into checklists and given to teams that are about checklist first, and less focused on mission/impact/caring. And I've seen patients respond that they are not helped. The therapeutic value of perceived empathy and attentiveness is unknown but should not be underestimated.