Two people receive a Type 2 diabetes diagnosis during appointments with the same physician. Their A1C levels are nearly identical, they are prescribed the same medication, and they leave the office equally committed to improving their health. Both understand the seriousness of diabetes and want to avoid long-term complications that can come with poor blood sugar control. Based on everything their physician can see that day, there is little reason to expect their outcomes to be any different.
Over the next twelve months, however, their journeys begin to separate.
Patient one: Managing diabetes alone
The first patient leaves the office feeling hopeful. They fill their prescription, begin taking their medication, and genuinely believe they are on the right path. As the weeks pass, however, questions begin to replace confidence. They search online for advice and often find conflicting information, ask family and friends for recommendations, and try to make sense of fluctuating blood sugar readings on their own. They wonder why their blood sugar is higher some mornings than others, whether they should adjust what they eat before exercising, and whether occasional setbacks mean the medication is no longer working.
Nothing about this patient suggests a lack of motivation. They are simply trying to manage one of the nation's most complex chronic diseases with limited guidance between appointments. Every day presents new decisions about food, physical activity, stress, illness, and changing routines that can influence blood sugar levels. Those decisions happen long after a patient leaves the physician's office, yet physician appointments are often too short to help patients confidently navigate everyday life with diabetes.
This experience is far more common than many people realize. Nearly 15% of U.S. adults are living with diabetes, and people with the condition incur medical costs that are approximately 2.6 times higher than those without diabetes. The disease also contributes to reduced productivity, missed workdays, and billions of dollars in indirect costs every year, creating significant challenges for both patients and employers. These statistics are not simply the result of ineffective medications. They reflect the reality that managing diabetes without consistent guidance can make even the best treatment plan difficult to follow.
This is not a patient problem. It is a health care system challenge.
Most diabetes management happens between physician appointments, yet that’s often when patients have the fewest resources to help them make informed decisions.
Patient two: Managing diabetes with ongoing support
The second patient also leaves the office feeling hopeful. They begin taking the same medication prescribed by the same physician, but their experience changes after they leave their appointment. Rather than managing diabetes alone, they are paired with a True Rx pharmacist who becomes an ongoing partner in their care. Through regular conversations, they review medications, discuss lab results, answer questions, and work through everyday decisions that influence diabetes management. Nutrition, exercise, and lifestyle become part of an ongoing conversation rather than an occasional physician visit. Small obstacles are addressed before they become larger setbacks, and healthier habits become easier to maintain over time.
The medication was the same. What changed was having a clinical partner who helped turn that treatment into healthier habits and better long-term outcomes.
Recognizing that gap, True Rx Health Strategists' True Outcomes: Diabetes Management program was designed to extend care beyond the physician's office. Every participant works one-on-one with a clinical pharmacist who provides ongoing medication reviews, personalized education, and action planning focused on nutrition, physical activity, and overall wellness. Patients meet regularly throughout the year to review progress and work through barriers, and clinical recommendations are shared with the patient's provider when appropriate.
Chelsea Durnil, Director of Clinical Solutions at True Rx, sees this gap play out every day. "Pharmacists see the whole picture in a way the system rarely allows anyone else to. We know every medication a patient is taking, which allows us to provide personalized education, answer questions as they arise, and support patients throughout their care journey. When you use that access to build a real relationship, patients stop guessing and start managing."
Instead of expecting patients to navigate a complex chronic disease on their own, the program gives them a trusted clinical resource throughout the year.
Better support leads to better outcomes
When patients receive that level of personalized support, the outcomes look very different. Among participants enrolled in True Outcomes: Diabetes Management, the program achieved measurable clinical improvements, including:
- 93% achieved an A1C below 7% within 12 months
- 29% reduced their medication dosage as their health improved
- 13% no longer need one or more of their diabetes medications
- 96% reported being satisfied with the program
Patients often describe the greatest benefit as having someone turn to between physician appointments.
"The one-on-ones and that personalized care that I get has been amazing."
Another participant reflected on how the program strengthened conversations with their physician and increased their confidence in managing their condition.
“My doctor was impressed with both the improved labs and the resources provided to manage my diabetes. I would highly recommend this program to anyone looking to learn more about their disease and take control of their diabetes.”
These experiences reinforce an important reality about diabetes care. Success is shaped not only by the medication someone takes, but by the support they receive after they leave the physician’s office. Two people can begin with the same diagnosis, receive the same medication from the same physician, and still experience very different outcomes. The difference often comes down to having the education, accountability, and ongoing clinical support needed to confidently manage a chronic disease that affects every aspect of daily life.
For employers, that distinction has meaningful implications. Access to diabetes medications is an important first step, but lasting results require more than access to treatment alone. When employees receive personalized guidance that helps them stay engaged, build healthier habits, and confidently manage their condition, they are better positioned to improve their health while reducing the risk of costly complications over time.
Two patients. One prescription. Two very different years. The medication was never the variable. The support was. For employers evaluating their diabetes strategy, that's the question worth asking: not just what your plan covers, but who's standing beside your employees after they leave the doctor's office.
