Why Emotional Intelligence Is More Critical Than Ever For Health Care

AI, for all its promise, doesn’t feel empathy, doesn’t build trust, and doesn’t connect with patients.

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When someone walks into a hospital, what do they need most? Accurate diagnoses and cutting-edge treatments, sure. But more than ever, what truly makes a difference in patient outcomes is how they feel—seen, heard, and understood.

Research shows that emotional intelligence (EQ) plays a decisive role in healthcare quality. A recent systematic review found that healthcare workers with higher EQ deliver more patient-centered care, foster stronger teamwork, experience less burnout, and even reduce the risk of medical errors. In nursing especially, EQ has been linked to higher job satisfaction and stronger patient safety outcomes. In a field like healthcare where stress and stakes run high, emotional intelligence acts as a steadying, foundational force.

At the same time, the rise of AI and machine learning looms large over healthcare. Diagnostic tools, predictive models, and automated workflows all expand what’s possible. But AI, for all its promise, doesn’t feel empathy, doesn’t build trust, and doesn’t connect with patients.

That tension between technological promise and human need is exactly the space occupied by Matthew Black, Director of Learning & Organizational Development at NewYork-Presbyterian (NYP). NewYork-Presbyterian is one of the nation’s largest and most recognized academic healthcare systems, serving a diverse patient population in partnership with Columbia University and Weill Cornell. The system is currently evaluating more than 130 AI tools. Yet, as Black emphasizes, “Even the most powerful algorithm is only as good as the humans using it.”

AI Is Only as Strong as the Human Talent Behind It

In many healthcare systems, the race is on to deploy AI. At NewYork-Presbyterian, clinicians, IT experts, and researchers collaborate to evaluate tools that might improve efficiency, speed diagnosis, or predict patient risks. For NewYork-Presbyterian, that means building frameworks that support both technology adoption and culture. And that’s where emotionally intelligent leadership really comes into play. “Investing in AI without also investing in EQ and human relationship skills is a recipe for missed potential,” Black said.

For this reason, Black and his team have embedded essential relationship and emotion-based skills directly into daily practice for leaders. In early 2024, they launched the Behaviors to Deliver Excellence framework, a set of guiding principles rooted in integrity, empathy, respect, and communication. Employees, from senior executives to frontline staff, participated in immersive workshops where they discussed how these principles show up in real life. They shared personal stories and practiced applying key behaviors. Leaders reinforced the learning through huddle guides and regular dialogue.

On this foundation, Black and his team have rolled out sustained leadership development. A 13-week blended program focuses on four themes essential to emotionally intelligent leadership:

• accelerating trust
• building psychological safety
• fostering team learning
• extending gratitude.

The program started with vice presidents, expanded to directors, and is now set to cascade down to managers.

Black emphasized that leadership development can’t be episodic. It has to be part of the culture. From NewYork-Presbyterian’s experience, he offered five guiding principles that any organization can adopt to embed emotional intelligence into their culture (and probably should):

• Root efforts in your values. Align development initiatives with organizational purpose so growth feels authentic, not bolted on.
• Engage leaders early. Senior sponsorship ensures momentum and credibility.
• Support growth at every level. Microlearning, peer groups, and flexible formats make skill development accessible to all employees.
• Reimagine the learning experience. Move beyond lectures to experiential, peer-driven, and self-directed models.
• Weave learning into every stage. From onboarding to performance reviews, leadership development skills like emotional intelligence should be embedded across the employee lifecycle.

Innovation in Technology Demands Innovation in People

NewYork-Presbyterian continues to push the boundaries of medical innovation. Recent milestones include performing New York’s first fully robotic liver transplant and pioneering a split-root domino partial heart transplant that saved three pediatric lives. These breakthroughs demonstrate what’s possible when research, clinical expertise, and technology align.

But as Black notes, “Every innovation still depends on people working together, supporting one another, and building trust.” Even the most sophisticated procedure requires a team that can communicate under pressure, extend empathy to families, and reinforce resilience in one another.

For healthcare, the lesson is clear: As artificial intelligence, robotics, and analytics reshape how work gets done, leadership skills like emotional intelligence will be more important than ever to determine whether those tools truly improve outcomes. The organizations that thrive will be those that balance technical innovation with deep human connection.

Kevin Kruse is the Founder + CEO of LEADx, an emotional intelligence training company. Kevin is also a New York Times bestselling author. His latest book is Emotional Intelligence: 52 Strategies to Build Strong Relationships, Increase Resilience, and Achieve Your Goals.