High-Tech and High-Touch

In a recent email thread on a physician list serve, Dr. Lowell Kleinman of Family Practice of San Clemente started what I consider a very revealing couple of lists:

Hi-Tech
1. EMR
2. Portal
3. eRx
4. Staff e-messaging
5. Patient recall
6. Preventive Med pop-ups
7. Practice Website
8. Emailing patients
9. Patient Links
a. "How's Your Health"
10. Physician Links
a. up-to-date
b. FRAX


Hi-Touch
1. Planned visits
2. Call backs
3. High 5's
4. Whole family care encouragement
5. Open Access Scheduling
6. Asking about personal matters


I think this is worth a pause. Which list is most valued by patients, and which is most valued by healthcare policy makers? What is the significance of the difference?
Is it possible that over-focus on the first list sometimes detracts from the second?