Patient Guide
This guide is designed to serve as a comprehensive resource for all Lavender Sky Health patients. Within these pages, you will find the essential information, tools, and guidance necessary to support your success throughout your care journey.
Our goal is to help you be able to achieve your personal health and weight loss goals to improve your overall health and happiness.
Click any of the topics below to move to that part of the guide:
Getting Started at LSH
New Patient E-Consults
New Patient E-Consults (electronic consults) are completed asynchronously via secure portal messages with a provider (physician or nurse practitioner).
If you decide on this option, you’ll begin by completing a New Patient E-Consult Form. Once submitted, one of our providers will carefully review your information and send you a consultion message through our secure patient portal. From there, you’re welcome to reply directly to their message to discuss your treatment plan and ask any questions you may have—we’re here to support you every step of the way.
New Patient E-Consults do not require (or include) a phone call or appointment, for ultimate convenience.
New Patient Phone Consults
New Patient Phone Consults are a live call with a provider (physician or nurse practitioner) to form and discuss a treatment plan for those who prefer to talk to their provider in real time.
If you decide on this choice, you will complete a New Patient Phone Consult Form to access the link to book with a provider (subject to scheduling availability).
Refills & Wellness Medication Orders
When it is time to refill, a follow-up consult is required first if:
This is your first refill after starting:
Custom GLP-1 therapy for the first time
Oral weight-loss therapy for the first time
Hormonal therapy for the first time
➡️ If a consult is needed, do not complete a refill form. Please complete an Electronic Follow-Up Form.
➡️ If you are eligible for a refill, please complete a Refill Request Form
If you were already on one of the above medications before becoming a patient with us, you may refill without a follow-up unless your provider notified you otherwise.
Brand-Name GLP-1 Medications (Zepbound or Wegovy):
If you were new to GLP-1 medications when you started:
You may receive one refill after your initial prescription.
A follow-up consult is required after that first refill.
This is to allow sufficient time for your provider to be able to assess your response before following up since these are one month supplies only.
Established Patients (All Medications):
To refill, you must have had a consult:
Within the last 6 months, or
Within the last 9 months if on maintenance therapy
(Consults may be phone or e-consult.)
Refill Timing Rules:
Custom GLP-1 medications:
You may not place a new order within 21 days (3 weeks) of your last GLP order.
Timing is based on the date of your confirmation email.
This helps ensure medication usability, as expiration dates may vary.
Brand-Name GLP-1 medications:
You may request a refill after 14 days, since these are dispensed as monthly supplies.
Wellness Medications
If you are requesting only a wellness medication, please complete the Wellness Medication Order Form.
Follow-Up Consults
Follow-up consults are required every 6 months (or 9 months if on maintenance dosing). If you were new to a medication you must have a follow-up consult to receive your first refill (the exception is for brand name patients who can have one refill before following up due to receiving a smaller supply).
If you had already been on the medication prior to starting with us and provided documentation of your prior prescription, you will be eligible for refill only until your 6 month follow-up is due unless your provider requests to check-in with you more frequently (such as if you have a low-normal BMI or another condition that requires more frequent monitoring).
Follow-up consults are completed either electronically or via phone.
Follow-up E-Consult
To follow-up electronically, complete a Follow-up E-Consult Form. Your entry will be reviewed by a licensed healthcare provider (physician, PA, or nurse practitioner) who will send you a secure consultation message on the patient portal. You will receive an email notification when the message is ready in the portal. You will receive a separate email with your medication order invoice (you may also view on the invoices tab in the portal).
E-consults are completed using electronic communication via the portal messenger. It does not include a phone appointment.
Follow-up Phone Consult
The first step is to book an appointment, you will receive a link to the scheduling page upon completion of the Follow-Up Phone Consult form. Once your appointment is booked, you may reschedule the appointment up until 24 hours before your appointment time without issue.
Before your appointment time, you must complete a Phone Follow-up Consult Form. This form is required to be completed before your appointment as your provider uses it to document your consult call. Your provider may cancel your appointment if you did not complete it before your appointment time.
Labs
We offer in home labs that provide testing of 17 critical biomarkers to measure inflammation, hormones, metabolic, and cardiovascular health. These biomarkers are an excellent way to get a comprehensive look at your general health and wellness. For weight loss patients, this testing helps us best advise you on how to be successful, and allows another measurement of your achievements beyond just the scale.
The test kit is shipped directly to your home. Once you open the kit, you will find clear and detailed instructions on how to use the kit as well as customer support if needed. Only 8 drops of blood are needed which you can self-collect. After your test kit is shipped back to the lab, you will have results in 3-5 days. You will have access to an advanced dashboard with personalized recommendations based on your results.
Once you have your lab results, you can review with your provider at your next follow-up, or you may request a provider lab review for help in understanding your results anytime.
We currently have three kits available to order: the Women’s Panel, the Men’s Panel, and the Women’s Hormone+ Panel:
Women’s Panel: Ferritin, ApoA1, Homocysteine, ApoB, Hs-CRP, Apob:ApoA1 ratio, Vitamin D, LDL, HbA1C, HDL, Insulin, Total Cholesterol, TC:HDL ratio, Triglycerides, FSH, TG:HDL ratio, Estradiol, Cortisol, TSH
Men’s Panel: Ferritin, ApoA1, Homocysteine, ApoB, Hs-CRP, Apob:ApoA1 ratio, Vitamin D, LDL, HbA1C, HDL, Insulin, Total Cholesterol, TC:HDL ratio, Triglycerides, TG:HDL ratio, Cortisol, TSH, DHEA-S, Testosterone:Cortisol ratio, Testosterone, total
Women’s Hormone+ Panel: Everything in the women’s kit plus LH, Folate, Vitamin B12, Anti-Mullerian Hormone, SHBG, Prolactin, DHEA-S
Payments
Payments for invoices can be made either directly from your invoice pdf sent to your email or on the portal invoices tab.
When making a payment using the payment button on your invoice, make sure your billing information is correct or it will reject the payment. Once the payment goes through, you will receive a thank you email.
To find your invoice on the portal, go to the invoices tab on your sidebar.
Please note that payments for medication orders are generally non-refundable as we start processing your order immediately. Please view our Terms & Policies for more information on our payment policy.
Pre-Pay
On the Patient Portal you may use Pre-Pay found on your side bar to submit $100 payments towards your next order. You may make multiple prepayments if desired. You do not have to have an open invoice to send pre-payments. If you do have an open invoice, please note that no medications orders are sent until full payment of the invoice is received.
You may redeem by requesting an adjustment to your next invoice after it has been issued. Email [email protected] with your invoice number to have your invoice adjusted.
Prepayments can be refunded, up to 6 months after purchase, by request minus a 10% processing fee that is non-refundable. Prepayments that have been applied to an invoice are not eligible for refund.
Order Processing
Processing of your medication order begins immediately after payment. Once we have record of your payment, within 24 hours you will receive a “Confirmation Email”.
If you received your confirmation email, your order has begun processing. The total time it will take for you to receive your order once it begins processing varies by pharmacy. We quote an average of 2-7 business days (yes, we realize this is a wide range, but it encompasses the vast majority of order timelines given the pharmacies’ variability). You may view current shipping time estimates by pharmacy here.
We will not have any updates on your order once it is submitted to the pharmacy until you receive your tracking email from Fedex or UPS. Processing times are at the sole discretion of the pharmacy.
Shipping & Delivery
The total time for processing, shipping, and delivery of your medication can range from 2-7 business days from the date the order is placed on average. Holidays, severe weather, and weekend shipping freezes may add 1-2 days to delivery estimates. If you would like to see the current shipping times for our pharmacy partners, click here.
You will receive tracking information directly from the pharmacy via text message or email, depending on their communication method. This information is sent once the shipping label is created, which is approximately 24-48 hours before your scheduled delivery. We will not have any updates until the shipping label posts (which is when you will be sent your tracking information from Fedex or UPS). Once your prescription leaves the pharmacy, it ships directly to you. Refrigerated medications are sent overnight or via 2-day air in insulated packaging coolers with cold packs, while non-refrigerated medications are shipped via ground service.
If you need to change the shipping address that was submitted on your consult form, please email [email protected] as soon as possible. Please note that changing your address in the secure patient portal will NOT update your shipping address, an email to [email protected] is required.
Be sure to inspect your medication immediately upon receipt. Issues must be reported to the pharmacy within 24 hours of delivery. Please note that the medication will be packaged separately from the supplies and non-refrigerated items such as Ondansetron, so check your packaging thoroughly before discarding anything. Please also check thoroughly before reaching out to us that something is missing (the vast majority of the time we receive these emails it was in the packaging the whole time).
Troubleshooting
The pharmacies require notice within 24 hours of delivery if there are any issues with the medication or the delivery (such as broken vials, missing items, etc.). They will request photos of what you received including all of the packaging should there be an issue. Please note that if you do not open your package right away and are outside of the 24 hour delivery window, the pharmacy has full discretion on offering any solutions (many will not if past the 24 hour delivery window). Please note we cannot guarantee what the pharmacy’s response will be and only they can replace orders if warranted.
If you do have an issue with your order you received and you have thoroughly checked all of your packaging, please reach out to our orders team via email ([email protected]) right away with pictures of everything you received. We will then direct and assist you on next steps.
If you are having a problem with the delivery process, please note that Lavender Sky Health is not an involved party in the shipping transaction (the pharmacy is the sender and you are the recipient) and we cannot directly provide a solution. We can however help you by reaching out to the pharmacy for assistance. You may also need to reach out to Fedex or UPS if the issue is with them. Please always notify us promptly of any problems so we can advocate for a solution.
Medication Storage & Safety
The Rx Summary for every medication will have instructions on how to properly store your medication.
*No medication should ever be subjected to extreme HEAT.
*If your medication is ever FROZEN we advise contacting the Pharmacy directly for additional safety information.
GLP Medications
All GLP medications should be refrigerated for the longest shelf life. Most pharmacies have tested and certified them to be safe at room temperature for up to 21 days (and safe at high temperatures for up to 5 days). If your medication sits on your porch all day or takes an extra day or two to get to you once shipped, it will be okay. If you have concerns, please reach out to the pharmacy directly to speak with one of their pharmacists so they can advise you with the most up to date information for their product.
Should you need to travel with your medication, keep it refrigerated as much as possible.
Non-Refrigerated Medications
Non-refrigerated medications such as Ondansetron can be stored in your medicine cabinet. Do not freeze or subject the medication to extreme temperatures.
Extend the Life of Your Medication
It is very important to clean your vial tops with every single use. If you don’t clean and store your medication properly, it will shorten its lifespan and safety. Make sure you are always cleaning your medication vial with an alcohol wipe or isopropyl alcohol before and after each use to maintain sterility. Never use medication with any visible contaminants.
Rx Summaries & Dosing
Each medication and dose that we have available has its own Rx summary for your reference. It includes information on dosing, storage, side effects, and more.
Link to Rx Summaries
Important Safety Information
GLP-1 receptor agonists such as semaglutide (brand name Wegovy®) and tirzepatide (brand name Zepbound®) are prescription medications for chronic weight management. These medications can be effective for weight loss when used with diet and exercise, but they may carry significant risks and side effects. Please read our Important Safety Information Guide carefully and talk to your healthcare provider if you have any questions or concerns about these treatments.
In addition to FDA-approved Wegovy® and Zepbound®, compounded versions might be used if the commercial products are unavailable (for example, during shortages) or if a patient cannot use the commercial formula due to an ingredient sensitivity, or if there is a clinical reason to need a dose not currently available commercially. We evaluate on a case-by-case basis whether a compounded medication is appropriate. Generally, if an FDA-approved product is available and suitable, it will be preferred.
Compounded drugs have not been evaluated or approved by the FDA. This means the FDA does not verify their safety, effectiveness, or quality before they are used. Quality standards are based on the operations of each individual compounding pharmacy which are governed by their respective state pharmacy boards. While Lavender Sky Health only submits prescriptions to certified and licensed compounding pharmacies to minimize risk, it is important to understand this distinction. For important safety information and additional resources, read our Important Safety Information Guide.
Self Injection Guide
The Self Injection Guide is a complete guide that explains in detail how to successfully give yourself your injection. It also includes a section on how to read your vial and understand how much medication your have.
Link to Self Injection Guide
Patient Support
Our support staff are here to help you along the way if you have any questions or concerns. If you need support at any time, please email [email protected] or submit a support request on the portal using the Patient Support tab.
Please note it may take up to 24-48 hours for a response depending on our volume of messages. If you have an urgent need that needs immediate response, please use word “URGENT” in the subject line of your email.
Messaging With Your Provider
Having open communication with your physician/provider throughout your treatment is one of the elements that makes Lavender Sky Health a step above the rest when it comes to the patient experience. If you have any questions about your treatment plan you are welcome to message your provider at any time.
Please keep in mind that providers have individual schedules and their response times will vary. Any urgent needs should always be sent to Patient Support for triage with the word “urgent” in your email.
We ask that you do not message a provider with general support questions, including anything dealing with payments, orders, shipping, injection instructions, etc. They have been asked to direct you to Patient Support for any of these questions so they can focus on treatment plans/questions.
Please do not message your provider for a refill. You must complete a Refill Request Form or have a follow-up consult (phone or virtual) to receive your refill.
LSH Community Facebook Group
The LSH Community facebook group is meant to be a way to connect with other LSH patients to share success stories and get feedback from other members on various topics. We do verify that you are a patient prior to acceptance. Participation is 100% voluntary. As such, we cannot protect any information you choose to share in the group and are not responsible for the statements/actions of members within the group.
There are group rules that must be followed within the group. They include:
No Asking For or Giving Medical Advice
Be Kind & Courteous
Respect Everyone’s Privacy
Content Within the Group is Not Shareable
No Promotions or Spam
No discussion of medication sales/pricing
