She and GMB co-host Piers Morgan were speaking to doctor Hilary Jones about the latest Covid-19 updates, with new tests being brought in to care homes.
However Susanna said the new trial, which is being rolled out to a limited number of care homes, needs to be given to more establishments to reunite families forced apart.
She began reading out the heartbreaking story of one mother who only been able to see her severely autistic 26-year-old son twice this year, as he is in a care home.
The 49-year-old turned her face away from the camera as Piers took over the difficult segment.
He said: "This poor mother has seen him two time this year, her severely autistic son. It's heartbreaking."
Dr Hilary went on to discuss the new care home testing trial, wondering whether it was time to accept the risk or make sure vulnerable people are as guarded as possible.
"Do we protect them completely and isolate them from the people who love them the most," he said, "or do we accept the balance?"
Later, Susanna actually apologised for becoming upset – however viewers told her there was no need.
She said: "I'm so sorry that I was affected by what's happening."
One viewer said: "You should never say sorry Susanna for showing your emotions, this virus is heartbreaking for thousands of people."
A second tweeted: "Oh Susanna, such a human response. This whole situation is so sad. I haven't seen my mum this year or my sister, my step-dad had a stroke over the first lockdown. They live 100 miles away, we daren't travel and risk their safety."
Another wrote: "Jesus christ, someone just hug Susanna Reid on GMB, the poor woman is in floods of tears."
And someone else said: "Don't apologise for showing emotion, we felt it too. The care home situation is untenable and incredible sad."
Susanna went on to say: "This care home testing pilot is going out to 20 care homes. This should now be in place in every care home across the country."
Good Morning Britain airs weekdays at 6am on ITV