Patient Guide

Introduction

This is the Patient Guide for Lavender Sky Health patients. It is meant to serve as a comprehensive source of information you will need to be successful on your journey with us. Please use the Table of Contents at the top of this page to navigate the guide.

Getting Started 🌅

New Patient E-Consults

New Patient E-Consults (electronic consults) are completed asynchronously via secure portal messages with a provider (physician or nurse practitioner). 

You will complete a New Patient E-Consult Form and a provider will review your form and send you a consult message via the patient portal. You may reply to their message directly to discuss your treatment plan and ask any questions you may have. 

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. 

You will complete a New Patient Phone Consult Form to access a link to book with a provider (subject to scheduling availability).

Refills & Wellness Medication Orders 💉

Refills

When you are ready for a medication refill, you may request a refill without a provider consult if you meet the conditions below:

• You must have had a consult with us within the last 6 months (or 9 months if on maintenance dosing)

• Any patients who were new to a medication must have a follow-up consult (e-consult or phone) before you can submit a refill request only (the follow-up consult will include your refill). If you were on the medication before starting with us, you do not have to have a follow-up for your first refill.

• You must be requesting the same medication as your last order (switching pharmacies is fine). If you want to switch medications, you will need to do a follow-up.

• You cannot increase more than one dosing level or tier from your last order (decreasing is okay)

• You cannot re-order a GLP-1 medication within 3 weeks/21 days of your last GLP-medication order. If your last order was an extended dosing package (EDP) or extended treatment plan (ETP), you cannot place a new GLP order for another 6 weeks/42 days. 

You can submit a refill request here. For Empower, Hallandale & South Lake orders, it is recommended that you reorder 2-3 weeks in advance of your last supplied dose to avoid running out of medication as pharmacy shipping times may vary. For Red Rock, & Strive orders, we recommend that you reorder 1-2 weeks before you need your medication due to tighter expiration date windows/BUD's.

BUD's (beyond use date) are from the date of production, not the date of receipt, which may vary amongst pharmacies. The BUD should always encompass from the date of delivery for the duration of prescribed treatment (8-10 weeks). Keep BUD's in mind when placing refill requests if you still have medication on hand.

If you submit a refill request and are found to be ineligible, you will be asked to complete a follow-up e-consult form. 

Wellness Medication Orders

To request a Wellness Injection medication order, you must have had a consult within the last calendar year to purchase. You may request select wellness medications here for a reduced admin fee: 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 (not eligible for refill request only). 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. If you are on a brand-name medication through your local pharmacy, you will need to complete a follow-up for all refills so it can be called in by your provider. 

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 physician 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. If you would prefer to schedule a phone appointment, please sign-up for a follow-up phone consult on our scheduling page (subject to availability so please book early). If you schedule a phone follow-up please do not fill out this form.

Follow-up Phone Consult

This first step is to book an appointment. You can do so here on our website on the Scheduling page. 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 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 patientsupport@lavenderskyhealth.com with your invoice number to have your invoice adjusted.

Prepayments can be refunded at anytime 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 4-10 business days (yes, we realize this is a wide range, but it encompasses the vast majority of order timelines given the pharmacies' variability). This is why we recommend getting follow-ups/refill requests in at least 2-3 weeks in advance.

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. If you email us asking for an update, all we can do is remind you of the 4-10 business day window as 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 4-12 business days from the date the order is placed on average. Holidays and weekends may add 1-2 days to delivery estimates. 

Your tracking information will be forwarded to you once the shipping label is created which will be approximately 24-48 hours before 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 the medication leaves the pharmacy it is overnight shipped directly to you (the only exception is standalone orders of non-refrigerated items such as bioboost which are ground shipping).

Be sure to inspect your medication immediately upon receipt. Please note that the medication will be packaged separately from the supplies and non-refrigerated items such as Bioboost, 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 (or not). 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 Patient Support via email (patientsupport@lavenderskyhealth.com) right away with pictures of everything you received. We will then direct 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. 

Medication Storage & Safety ❄️

The Rx Summary for every medication will have instructions on how to properly store your medication. 

No medication should ever be frozen or subjected to extreme heat.

GLP Medications

All GLP medications should be refrigerated for the longest shelf life. They are however 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. 

Should you need to travel with your medication, you can draw up the amout you need into a syringe and travel with it. Try to keep it refrigerated as much as possible.

Never freeze a GLP medication. 

Non-Refrigerated Medications

Non-refrigerated medications such as Bioboost/Bioboost Plus+ 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 so your medication can last until the beyond use date (BUD) printed on your medication vial (which can be up to 6 months!). 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

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

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 support@lavenderskyhealth.com 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 and our business hours. If you do not receive a response within 24 hours on any urgent matter, please email us again as we are humans and messages can be (rarely) overlooked.

Provider Messaging 🩺

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

Any violation of the group rules or disruptive comments will result in dismissal from the group at the sole discretion of LSH staff. Any severe violations may result in dismissal from our practice. We want all members to feel safe and comfortable discussing things within the group. 

Mutual Respect 🤝

Our relationship with you as a patient requires a high degree of trust, both on your part and on ours! You trust us with your healthcare, and we trust you to provide us true and accurate information about you so we may best take care of you. 

We aim to create a safe space for staff and patients alike to provide and receive exceptional care. Should you ever have a concern about your interaction with one of us, please reach out to administration so we can address your concern (admin@lavenderskyhealth.com). Likewise, we expect all staff and our providers to be treated with respect and dignity while providing services to you. Any incidences of inappropriate behavior or speech (verbally or in messages), or any actions leading to a disruption in the ability to maintain a therapeutic patient/provider relationship will result in dismissal from our practice. 

We strive to have a supportive partnership with you to help you maximize your health & happiness 🪻