Study Reveals Empathy-Focused Interventions Have the Same Impact as Prescription Medications for Diabetes Control

AUSTIN, Texas--(BUSINESS WIRE)--A recent clinical trial from the founders of Beheld and a research team at the Dell Medical School has demonstrated that science-backed human connection can drive clinically relevant health improvements for health plan members. The study, published in JAMA Network Open, found that consistent, empathy-focused phone calls led to significant improvement in mental health and blood sugar control for adults with diabetes. This research highlights a cost-effective model for managing various conditions, especially for individuals with limited access to traditional mental health and support services.

This research builds on Kahlon’s previous work studying the broader benefits of empathetic phone calls. In 2021, Kahlon and her team published a study that found 10-minute Sunshine Connections improved mental health for elderly patients.

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During the six-month clinical trial, 260 patients of the Federally Qualified Health Center (FQHC) Lone Star Circle Care with uncontrolled diabetes were split randomly into two groups—one receiving standard care and the other receiving both standard care and consistent phone calls. Referred to as Sunshine Connections, these calls were made by empathetically talented nonmedical staff, creating opportunities for participants to share their experiences and day-to-day challenges in living with diabetes. This human-centered approach empowered trial participants to receive support at their own pace, fostering a strong personal connection and ongoing engagement with their callers beyond the clinical setting.

At the end of six months, the participants receiving Sunshine Connections saw:

• Improved Blood Sugar Control: Patients saw an average HbA1c reduction of 0.7%, compared with no significant change in the control group.
• Greater Impact for Patients with Mild or Greater Depressive Symptoms: Patients reporting mild depressive symptoms saw even larger reductions, with average HbA1c improvements of 1.1%.
• High Satisfaction: Nearly all participants receiving Sunshine Connections rated them as very or extremely beneficial to their well-being.

“At a time when workforce shortages challenge health care delivery, this study underscores the profound clinical impact nonclinical staff can make,” said Jon Calvin, CEO of Lone Star Circle of Care. “By leveraging trained laypeople, we’re demonstrating that empathy, connection and intentional engagement can lead to measurable health improvements. In a world where medicine is increasingly fast-paced and technology-driven, this work reminds us that human connection remains at the heart of effective care. Empathy not only enhances patient engagement but empowers individuals to take meaningful steps toward better health outcomes.”

This research builds on the study’s lead author, Maninder Kahlon, Ph.D., previous work studying the broader benefits of empathetic phone calls. In 2021, Kahlon and her team published a study that found 10-minute Sunshine Connections improved loneliness, depression, anxiety and overall mental health among mostly homebound, older adults. After just a four-week trial, participants reported feeling 20% less lonely on average. Symptoms of anxiety and depression also notably decreased, with more than a 30% decrease on the GAD-7 scale and 24% decrease on the PHQ-8 scale, respectively. Beheld is also working on a study examining the impact of Sunshine Connections on maternal health outcomes for Medicaid populations—this data is expected to be available by the end of summer 2025.

“Care relationships have deteriorated because healthcare rewards high-cost care over long-term human connection—and technology often deepens that gap. Approaches that lack connection lead to worse health outcomes, and at this point, the traditional healthcare system is too under-resourced to solve it. Beheld is changing that,” said Maninder “Mini” Kahlon, Ph.D., lead author of the study, co-founder and CEO of Beheld, and associate professor in the Department of Population Health at Dell Med. “Our study found that engaging nonmedical talented individuals to provide empathetic support has a meaningful impact on health conditions like diabetes; the impact is the clinical equivalent to improvements you would see from prescription medications. This approach holds massive potential for health plans looking to address other conditions in Medicaid and Medicare Advantage member populations.”

To learn more about Beheld, visit www.beheldhealth.com

About Beheld

Beheld delivers clinically relevant health improvements for members through the power of consistent, science-backed human connection. Co-founded by Dr. Maninder Kahlon, founding Vice Dean of Dell Medical School at UT Austin, Beheld aims to redefine traditional healthcare delivery using technology as an enabler for deeper understanding and trust. Partnering with health plans to tackle their biggest challenges, Beheld leverages its empathetically talented workforce and innovative technology to source unique insights into member populations to improve outcomes, quality metrics, and cost savings. To learn more, visit www.beheldhealth.com.