Bringing empathy back: Why human connection is critical to health care outcomes

As health care services become increasingly fast-paced, high-cost, technology-driven and labor-constrained, it can be challenging for providers to deliver the care—let alone the human connections—that patients deserve.

Pressured to meet financial goals and productivity metrics, health care professionals may not always have the time or the bandwidth to look beyond the presenting complaint and ask how patients are coping day-to-day. Without these empathetic interactions to build trust and address health concerns as they emerge, patients tend to delay care until their symptoms reach emergency status. They may be less likely to schedule regular appointments or follow recommended treatment plans, and often experience higher levels of anxiety and stress along with lower levels of overall health. In these cases, the lack of human connection in health care can be detrimental to patient outcomes, not to mention health care costs and health plan engagement.

The traditional health care system is not equipped with the resources needed to build this level of trust with patients. But human-centered interactions from nonmedical staff have been shown to drive clinically-relevant health improvements—demonstrating the same impact as prescription medications for certain conditions. By bringing empathy back to health care, these interventions offer a cost-effective model that leads to better health outcomes and stronger member engagement.

The consequences of disconnection

Facing severe labor shortages, time constraints and payment structures that reward the volume of services provided rather than the time spent building rapport with patients, the current health care system is designed to deliver medical treatment—not human connection.

In a recent survey, health care providers ranked social connection low in importance among other factors that influence chronic illness and mortality, such as smoking and physical inactivity. Although 77.6% of patients mention how their social interactions impact their health during appointments, the majority of providers don’t continue the conversation, reporting that there’s not enough time during visits to address social issues (67%), they don’t have the resources to offer social support (37%), or they lack the training (30%) or the confidence (51%) to address patients’ social needs.

However, study after study have shown the consequences that this lack of social connection can cause. One meta-analysis reveals that social disconnection carries as much health risk as other well-known factors such as smoking and alcohol consumption, and even more risk than physical inactivity or obesity. Other research suggests that social isolation can increase the odds of mortality up to 91% by activating chronic immune, metabolic, cardiovascular and other diseases. However, those with high levels of social support report significantly lower systolic blood pressure and body mass index, among other health markers—scientifically linking social connection with health and longevity.

It's not just common sense but scientifically demonstrated that health depends on human connection. Research shows that interacting with others can improve overall wellbeing and actually lengthen patients’ lives. Maintaining strong, supportive social bonds plays a vital role in protecting health—not only reducing future health risks but also, in turn, reducing the high costs and consequences of chronic disease for health plans and their members.

The power of empathetic connection

Social connection is not just a vital piece of the health puzzle; it’s even more powerful than medication alone. A recent clinical trial from researchers at Dell Medical School revealed how empathy-focused phone calls from nonmedical staff drove significant improvements in blood sugar control and mental health for adults with diabetes.

The study, published in JAMA Network, followed patients at a Federally Qualified Health Center in Texas with uncontrolled diabetes. During the six-month trial, half of the patients received standard care, while the other half received standard care along with consistent phone calls from empathetic nonmedical staff.

These calls created opportunities for participants to share their day-to-day challenges and experiences living with diabetes, allowing them to receive support at their own pace while fostering bonds with the callers beyond the clinical setting. Because these interventions happened when members were ready to receive support, after multiple touch points with a trustworthy, empathetic confidant—not during routine doctor visits or plan interactions—they were more likely to generate unique health insights that drove meaningful behavior changes.

At the end of six months, participants saw improved blood sugar control, with average HbA1c reduction of 0.7% compared to no significant change in the control group receiving usual health care. Patients reporting mild depressive symptoms saw even greater improvements, with average HbA1c reduction of 1.1%.

These results demonstrate that empathetic human connection can drive measurable health improvements, enhancing member engagement by empowering patients to take meaningful steps toward healthier behaviors.

Healing through authentic interaction

The health benefits of human interaction aren’t limited to diabetes control. Other scientific studies have validated the idea that genuine connection can help improve cancer survival rates, decrease cardiovascular mortality rates, minimize depressive symptoms, mitigate post-traumatic stress disorder and improve overall mental health. One study in particular found that people with ovarian cancer lived longer with strong emotional support from others, whereas patients who received other types of tangible support showed no difference in survival—suggesting the unique benefits of emotional bonds.

In general, across conditions, research indicates that patients who receive social support in addition to standard medical care are 20% more likely to survive and 29% more likely to survive longer than patients who only receive standard medical care.

Navigating any health issue alone can trigger undue stress, anxiety, loneliness and other mental health pressures, which can exacerbate physical conditions. But with empathetic support, respect, receptivity and a compassionate listening ear, human connections can reshape the entire patient experience. Patients who engage in empathetic interactions feel more satisfied with their care, report less anxiety and distress, and adhere to recommended treatments and follow-up appointments. They feel more confident in their ability to cope with chronic conditions—ultimately sparking behavioral changes that lead to better health outcomes.

Maninder “Mini” Kahlon, PhD is a systems and behavioral neuroscientist who has spent the past two decades in academic medicine improving how we translate science to real world outcomes. Dr. Kahlon is the co-founder and CEO of Beheld and was a founding Vice Dean at Dell Medical School in Austin, where she helped build a new center for academic medicine, founded the biomedical translation hub and developed the institution's focus on population health. She continues to mentor students while acting as Director of Factor Health Labs in the Dept of Population Health at Dell Med/UT Austin. Dr. Kahlon's research focuses on community-based clinical trials and how social support can propel clinically relevant outcomes of better disease management.