A new study examining NHS trusts in England has found that hospitals demonstrating higher levels of empathy tend to achieve better patient outcomes, improved staff well-being, and stronger financial performance. The research, led by Professor Jeremy Howick at the University of Leicester, is the first to generate an empathy score for NHS trusts by analyzing factors such as organizational culture, leadership behavior, and individual practitioner empathy.

Using publicly available data—including Care Quality Commission (CQC) ratings, NHS staff surveys, and financial reports—the researchers assessed empathy across nine dimensions. The average empathy score among the trusts was six on a scale from one to 10. The study showed that even modest improvements in empathy levels were linked to significant benefits. For every 2.5-point increase in the empathy score, there was a 76% higher likelihood that a trust would receive a "good" or "outstanding" rating from the CQC for patient safety, and a 46% greater chance of attaining similar ratings for effectiveness.

In addition to enhanced patient safety and effectiveness, higher empathy scores correlated with reduced staff burnout and absenteeism. Trusts scoring well on empathy also reported lower expenditures on agency staff and external consultants, suggesting a positive impact on financial health. Howick explained that empathy improves outcomes because it fosters better communication with patients, allowing healthcare professionals to understand symptoms more accurately and provide appropriate care.

The study’s findings emerge amid heightened scrutiny of NHS maternity services, including a recent investigation into Nottingham University Hospitals NHS Trust. The inquiry exposed a culture of dismissiveness and poor treatment, where senior midwives were reportedly advised against being “too kind” to patients. Such behavior has been linked to preventable harm, including instances where discouraged patients arrived too late for interventions. Howick acknowledged these issues underline the need for greater empathy within healthcare settings.

While the research establishes associations between higher empathy and positive outcomes, it does not conclusively prove that increased empathy causes these benefits. However, previous studies have documented that empathy can reduce pain, anxiety, and depression, while enhancing patient satisfaction and quality of life. Howick noted that, when considered alongside existing evidence, it is reasonable to infer a likely causal relationship.

Among the highest-ranked trusts for empathy were Cumbria, Northumberland, Tyne and Wear; Pennine Care; and Birmingham Women’s and Children’s NHS Foundation Trust. The researchers emphasized that improving empathy in healthcare organizations could contribute to better care quality, healthier staff, and more sustainable finances.

The study has been submitted to BMC Health Services Research but has not yet undergone peer review, and its findings remain provisional.