Why is Empathy Important in Healthcare?

When people ask, “Why is empathy important in healthcare?” the answer is simple: because health is human. Behind every prescription, diagnosis, and treatment plan is a person navigating fears, routines, and challenges. Empathy bridges the gap between clinical care and the lived experience of patients, making it one of the most powerful tools for improving outcomes.

Empathy and Patient Outcomes

In healthcare, empathy is not just a soft skill. It’s a proven driver of better results. A 2024 clinical trial, “Glycemic Control With Layperson-Delivered Telephone Calls vs Usual Care for Patients With Diabetes”, found that layperson-delivered, empathy-focused telephone engagement improved glycemic control for patients with diabetes. Importantly, nearly all participants who received the empathy-based calls rated them as “very or extremely” beneficial.

Pleio’s own research underscores just how critical human connection is in healthcare. In a recent survey, 52% of patients said loneliness interfered with taking medications as prescribed, and that number jumps to 70% among those on specialty therapies. These findings highlight that adherence challenges are not just about cost or complexity, they are about whether patients feel supported, connected, and understood.

The Ripple Effect of Empathy

When empathy is built into healthcare interactions, patients are more likely to:

Feel understood and supported.
Share accurate information about symptoms and struggles.
Follow care plans with greater consistency.
Build trust in their providers and the system at large.

Without empathy, patients can disengage, avoid care, or silently struggle with adherence, leading to worse outcomes and higher costs.

Bringing Empathy to Scale

At times, system pressures and limited time can make providing quality care difficult. That’s why building scalable support models matters.

At Pleio, our mission is to make healthcare more human. Through our GoodStart program, we deliver empathy at scale, connecting with patients in compassionate, practical ways that help them feel capable and cared for while finding patients through our nationwide pharmacy network. The results are clear: when patients experience empathy in healthcare, adherence improves, outcomes strengthen, and lives change.