[zdean]

Of course this is quantifiable. In the simplest sense, there's no reason you couldn't allow patients to rate doctors/hospitals based on these factors. But in a broader sense, you have to assume that these factors in turn affect the issues highlighted in the comment (infection rates, re-admission rates, etc.). If the listening skills do not in turn lead to better, measurable care, then it's a non-factor. If it does, then it can be measured.

Now, the measurements may not (especially initially) be perfect. But at least you're creating data points that give you SOMETHING to work with.