January 21, 2026 Where pharmacy meets empathy in diabetes care

Rick is a pharmacist and Certified Diabetes Educator who practices in Lethbridge, Alberta. His approach is based on the idea that a pharmacist’s responsibility is to ensure people receive safe and effective therapy, which means serving as an advocate and guide.  
 
“Patients can be surprised to discover how much time I can spend with them and how in-depth I can go, but there are many things a pharmacist is well-positioned to do. I can look in detail at what people want to achieve, what they are willing to do, and what they can access. I’m here to take the time to find, evaluate, refine, and personalize the right plan for them.” 

With each new person, Rick focuses on asking and answering questions, listening carefully, and building trust and understanding through judgment-free, empathetic conversations.  

The importance of empathy in diabetes care 

As Susan had previously encountered, empathy and understanding can be missing from the healthcare experience. A 2024 Diabetes Canada report, The Social Experiences of Living with Diabetes in Canada, revealed that people living with diabetes often face stigma and misunderstanding, making it harder to get the empathy and support they need. One example of the negative impact of this stigma Rick has observed is in patients’ feelings of disappointment when health care professionals label their diabetes management with language such as “very poor.” 

“When people first come to me, I take time to understand why they may not be following their care. I ask questions like, ‘How do you think it’s been going? What’s working and not working?’” says Rick. “I see their efforts, give them credit, and just listen. By spending time to figure out their practical concerns, hesitations, and fears, we can make dramatic improvements.” 

“Rick answers all of my questions, both in person and through email, which makes a big difference,” says Susan. “I’ve been able to ask anything, from ‘What would be the best option for my situation?’ to ‘Is this covered?’ to ‘What do I do if my blood sugars are high at certain times of the day?’”  

Building knowledge and credentials to deliver optimal care 

Rick’s dedication to diabetes care was sparked at the beginning of his career in 1996, when he noticed that almost every instruction on insulin prescriptions was “take as directed.” Wanting to offer more support, he became a Certified Diabetes Educator in 1998, and, in 2007, was one of the first pharmacists in Alberta to obtain Additional Prescribing Authorization. A respected diabetes expert in his local community, Rick was honoured as Diabetes Canada’s Certified Diabetes Educator of the Year in 2024. 

While Rick’s empathy and personalized attention set him apart, his foundation of knowledge is built on evidence-based guidance. “Since day one, I’ve leaned on Diabetes Canada’s Clinical Practice Guidelines to provide the best possible care backed by the latest research. The Guidelines are a safe and trusted source of information, and they evolve to keep up with the latest advances in diabetes management,” says Rick, who has gone on to author a chapter on monitoring blood glucose and previously served as a member of the Guidelines’ Expert Committee.  
 
“Healthcare professionals are under enormous pressure, and they need more than just information — they need clarity and support” says Dr. Shane Green, Senior Vice President, Mission at Diabetes Canada. “Through our clinical resources and education programs, Diabetes Canada helps equip the front lines of care with what they need to make sound decisions and deliver the best possible outcomes for people living with diabetes.” 

A focus on listening to and learning from people with diabetes 

“When other healthcare professionals are too overworked and busy, they may not have time to fully understand and address challenges. For example, if someone doesn’t want to start insulin, and their primary care physician doesn’t have time to explore the root causes, blood sugars stay elevated until the next appointment,” explains Rick. “A pharmacist can step in to fill that gap, and I find it fascinating to see what each patient needs from me and how I can help them. You never learn more than you do from your patients.” 

Dustin Schmidt, who came to Rick for help with managing his type 2 diabetes, describes his own dramatic health transformation: “Rick did a thorough investigation of my medication history and side effects to find the right solution for my body. He also delved into my other conditions that could affect the effectiveness of my medications. It was the perfect, educated approach, and since I’ve been under Rick’s care, my A1C [a measurement of average blood glucose control for the last 2 to 3 months] has come down, I walk better, and I’ve lost 42 pounds.” 

Change the conversation to change outcomes for people with diabetes

Healthcare professionals like Rick Siemens are changing the conversation about diabetes, showing that empathy, education, and evidence-based support truly transform lives. By listening, advocating, and guiding with compassion, Rick empowers people to take control of their health and thrive. 

Dustin and Susan’s experiences illustrate just how transformative this approach can be. By working with Rick, Susan developed a better understanding of the proper and effective use of multiple insulin doses and achieved a level of blood glucose management that she never expected. “When I came to Rick, my A1C was 9.8, and now I’m sitting at 6.1,” says Susan. “I’ve lived with diabetes for 49 years, and I’m 55. I wish I had met Rick years ago. You can tell he really cares about his clients, and he changed my life!” 

The life-changing results Susan and Dustin achieved demonstrate the impact that trusted support, expert guidance, and up-to-date resources can make. Learn more and join the movement to change the conversation about diabetes.