Healthcare, like baseball, is ultimately a human experience. And no matter how advanced the tools, patients still want to feel something real: that someone sees them, hears them, and cares.
The last mile of care isn’t where the work ends — it’s where value begins. The most advanced analytics mean nothing if they can’t be activated by the people delivering care.
We have the opportunity to design systems that give people greater capacity for the work where human presence matters most: listening, understanding, reassuring, deciding, and caring.
At the HFMA Annual Conference, AI expert Zack Kass shared a personal story to emphasize the enduring importance of human qualities like empathy and compassion in healthcare. In his view, these qualities will only become more essential as AI continues to transform the clinical landscape.