What Patients Want to Know Before Enrolling in a Remote Diabetes Monitoring Program

Insights from a Patient Engagement Specialist: How to Anticipate and Address Patient Questions with Confidence 

Remote diabetes monitoring can transform patient care — enabling earlier interventions, more personalized support, and better outcomes between visits. But for many patients, enrolling in a new program can feel both exciting and overwhelming — especially when it involves sharing personal health data or making changes to their routine diabetes management. 

While the clinical value is clear, patients often approach remote monitoring with a mix of curiosity, hesitation, and concern. 

As a Patient Engagement Specialist at SweetSpot, I’ve walked hundreds of patients through enrollment in our remote diabetes monitoring program. Below are the most common questions I hear — and the strategies I’ve developed to help patients feel informed, comfortable, and confident about joining. 

1. “Why do I need this program if you already have my CGM data?” 

This is a question that comes up in my conversations with patients all the time. Patients often assume that if their clinic sees their CGM data, there's no need for anything else. That’s when we help them understand the difference between passively sharing data and actively engaging with it. 

At SweetSpot, we explain it like this: 

“Your doctor might review your data during appointments, but this program gives you access to a certified diabetes educator who check your data regularly, looks for patterns, and helps adjust things before something goes wrong.” 

When we talk about catching trends early and preventing issues before they start, it starts to click for patients. Especially when they realize they don’t have to wait months between visits to get help. 

2. “How is this program actually going to help me?” 

Even when someone’s diabetes is well-managed, they want to know: What’s the point of this extra layer of care? 

What works well for me is making it personal. I’ll say something like: 

“Even if your numbers look good now, this program helps you stay in control — especially when life throws you off, like illness, travel, stress, or medication changes.” 

We also talk about the monthly reviews as a chance to zoom out and look at the big picture. So many patients are stuck in the day-to-day — when they understand that we are looking at critical trends, it hits home.

3. “How much is this program going to cost me?” 

Cost is one of the biggest concerns for patients. That’s why we focus on being transparent and reassuring right from the start. 

Here’s how we typically explain it: 

“SweetSpot services are billed through your doctor’s office just like any other visit. We follow your insurance’s pricing, and while we try to estimate out-of-pocket costs ahead of time, the final amount depends on how your insurance processes the claim.” 

Then we break it down for them depending on whether they have Medicare + secondary insurance, Medicare only, or a commercial insurance or Medicare Advantage. 

One thing I always offer: “Would you like me to send you the billing codes so you can check with your insurance before enrolling?” That little step gives them more control — and peace of mind. 

4. “What if I sign up and don’t like it?”   

Patients feel more comfortable when they know they can opt out at any time. 

We tell them: 

“Participation is totally voluntary. If at any point you feel the cost outweighs the benefit, just let us know and we’ll remove you from the program starting the first of the next month.” 

We make the opt-out process easy: 

• They can call the clinic 

• Call/text our patient line 

• Or tell their CDCES or provider during a check-in 

Just knowing they’re not locked in makes a huge difference. 

5. “Who will I be hearing from—and how do I reach out if I need help?” 

Patients like knowing what to expect. We tell them that once enrolled, a SweetSpot diabetes educator will reach out regularly to support them. 

Sometimes they’ll speak to the same person, sometimes not — but everyone they talk to is trained, supportive, and part of their care team. (This element depends on our specific arrangement with a partner clinic.)

We also make sure they know where to go with questions: 

• Our Patient Engagement line is always open during business hours 

• For device issues, they can reach out to us directly 

• For billing or clinic-specific concerns, they can contact their doctor’s office 

During the enrollment call, I always confirm they’re sharing data and actively wearing their device. We want to make sure they’re set up for success from the start. 

6. “I feel overwhelmed. Is this going to be too much?” 

This might be the most important part of the conversation. Some patients are skeptical — not because they don’t want support, but because they’re just maxed out. And I get it. 

That’s why I slow down and say something like: 

“I know it can feel like one more thing. But this isn’t about giving you more work—it’s about giving you more support.” 

Here’s what’s worked for me when building trust: 

• Listening first—I try to find something that matters to them and start there 

• Normalizing their hesitation—“Lots of people feel overwhelmed at first” 

• Sharing my own experience—I live with type 1 diabetes myself, and I know how much it takes to manage it day in and day out 

• Asking permission to continue—It shows respect and helps keep them engaged 

I always end with, “What questions do you have for me?” or “Does that make sense?”  That little check-in helps patients feel heard—and that’s where trust begins. 

7. “Where do I go with questions after I sign up?” 

This part is easy, but often overlooked. 

Once patients enroll, we make sure they know: 

• They can text or call us with any questions 

• If they reach out to the clinic, the clinic will connect with us to follow up 

• We’re here for device help, enrollment support, or just to talk things through

Final Thoughts for Your Team 

I wish more practices knew how much patients want support—but they need to feel confident first.

The little things really matter: 

• Taking the time to explain what this program does differently 

• Reassuring them that they’re in control—always 

• Meeting them where they’re at, emotionally and financially 

Some of my most meaningful calls have come from patients who were hesitant at first—and then, once they experienced the support, they couldn’t believe they ever managed without it. That’s why enrollment is so important—it sets the tone for everything that follows.  

I genuinely love being part of that moment when it all clicks for a patient or parent. At SweetSpot, we’re experts at making that happen. We know how to build trust, answer the tough questions, and help people feel seen and supported from the very start. 

If your team is considering remote diabetes monitoring and are looking for a strong partner in patient enrollment and beyond, reach out to us at info@sweetspot.health.

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SweetSpot partners with endocrinology practices to provide virtual CGM monitoring and enhanced patient care.

SweetSpot combines a centralized software platform for managing diabetes device data, such as data from CGMs and insulin pumps, with wrap-around clinical support services. SweetSpot’s virtual team of Certified Diabetes Care and Education Specialists (CDCES) performs monthly CGM data reviews and coordinates with providers and patients to facilitate treatment plan changes. By actively managing and remotely reviewing CGM data between patient visits, we ensure patients receive timely treatment adjustments to improve glycemic control and patient outcomes.

Additionally, SweetSpot’s automated capture of reimbursable care events optimizes CPT code utilization, unlocking new revenue streams for practices and making our partnerships both clinically effective and financially profitable.