Effectiveness of a pharmacist diabetes coaching program: A propensity-matched retrospective analysis
Daniel Amante1, Samir Malkani2,3, Richard Haas2,3
1Department of Population and Quantitative Health Sciences, Division of Health Informatics and Implementation Science, UMass Chan Medical School, Worcester, Massachusetts, United States of America.
Plos One
|March 20, 2026
Summary
The Diabetes Care Coach (DCC) program, a pharmacist-led telehealth intervention, showed promising results in improving glycemic control and reducing healthcare costs for patients with poorly controlled diabetes. The program was found to be cost-neutral, enhancing care for vulnerable populations.
Area of Science:
- Pharmacology and Clinical Pharmacy
- Health Services Research
- Digital Health and Telemedicine
Background:
- Limited evidence exists on the clinical and cost impact of integrated diabetes coaching programs.
- The Diabetes Care Coach (DCC) program is a pharmacist-driven telehealth intervention for patients with poorly controlled diabetes.
- Coaches provide telehealth support for medication management, nutrition, lifestyle, technology use, mental health, and social needs.
Purpose of the Study:
- To evaluate the effectiveness of the UMass Memorial Health (UMMH) Diabetes Care Coach (DCC) program.
- Assess the impact on glycemic control, healthcare utilization, and costs.
Main Methods:
- Retrospective matched cohort study (January 2020 - December 2023) using electronic health records and claims data.
- Compared 239 DCC program participants with 815 non-enrolled patients with severe hyperglycemia (A1c ≥ 9).
- Analyzed changes in A1c, emergency department visits, hospital days, and total medical expenditures (TME) within an Accountable Care Organization (ACO) subgroup.
Main Results:
- Intervention participants showed a greater mean A1c reduction (-0.4 percentage points) compared to controls.
- Within the ACO subgroup, DCC participants had a greater mean reduction in annual TME ($2,649) and hospital days (-5.2 per year).
Conclusions:
- The DCC program demonstrated directional improvements in clinical, utilization, and cost outcomes.
- The program was cost-neutral, with savings and associated revenue.
- Leveraging programs like 340B can enhance sustainability and care for economically vulnerable patients, particularly those with Medicaid insurance.
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