Med admin/dosing
The new needles you guys sent me for my Semaglutide are to small, I need new ones.
What steps would you take next?
- Review with patient the supply they received, educate the patient on the correct techniques. If the patient still give push back, we able to post in the channel to request a reshipment of syringes from a different pharmacy.
I am injecting 0.5mL of testosterone but there is only about 10 weeks worth of medication and it is supposed to be a 12 week supply. Send me the rest of what I am owed, immediately.
What steps would you take next?
Review treatment expectations, including the math breakdown and images. Additionally provide timeframe in which the patient should start to feel the effects of the medication and general recommendations to help them maximize their medication
My Semaglutide arrived warm, I need a reshipment asap. (Upon review, cct has already told patient they can receive a reshipment)
What steps would you take next?
Since cct has already informed the patient they can receive a reshipment. We want to send the back to the original agent and flag it.
I’ve been on testosterone now for about a month and I feel no difference. What gives-guess I need to cancel?
What steps would you take next?
Triage patient to find out if they are on right dose, date of last dose and ask lifestyle questions such as sleep, exercise, diet, etc. If patient is doing ALL of these things, schedule for appt with provider and referral to health coach.. Show empathy when responding to patient. If patient declines appointment and/or wants to cancel-send to CCT
I think something is wrong with the Liraglutide you sent me, I keep bruising Is this normal????????????????????????????????????????
What steps would you take next?
Lets dig deep! Assuring we ask all the right questions on the patients injection technique. We can then educate the patient that bruising can occur and educate on how to avoid/prevent bruising, etc.
I received a refill vial that had one drop of liquid. I have had 1 injection and now its empty. I was previously on 30 units and I’m not paying the same price for one time use products. You need to fix this!
What steps would you take next?
Gather additional information/ask questions - confirm dosage, how often is the patient injecting, administration technique, ect.
Review dosing instructions/total about of units patient received with shipment.
My Trimix was delivered in 2 days and arrived hot at 72 degrees. I need a overnight reshipment.
What steps would you take next?
We can educate patient on the Trimix guidelines, as the medication can arrive slightly warm. If the patient gives push back/escalated. We can then post in the MA channel for review for a possible courtesy overnight reshipment.
This oral Sema is junk. I’ve been taking it for about a month now and I am starving! The last visit I was told I didn’t qualify for injections so now what am I supposed to do? Get fatter?
What steps would you take next?
Triage patient’s lifestyle such as sleep, exercise, diet. Find out their current dosing and date of last dose. Depending upon patient’s answers, schedule for appointment OR referral to health coach. If they decline appointment and want to cancel, send to CCT in separate ticket.
I took my first dose of Trimix today and felt nothing. I am going to try again tomorrow at a higher dose.
What steps would you take next?
First, empathize with the patient. Next, it is VERY important we educate the patient on waiting 48 hours before injecting another round of medication. Be sure to reiterate proper dosing instructions to the patient.
You guys shorted me this month and it came from a different pharmacy. Send me the rest of my supply. (Upon review patients medication came from Valiant pharmacy)
What steps would you take next?
It is important to educate the patient on the pharmacy switch, and a break down of how much supply was sent and the new follow up cadence.
Patient has concerns regarding the BUD/expiration date. After sending the explanation to the expiration date. The patient pushed back saying: Why does it have "Discard 28 days after puncture" on the vial then? What is that for?"
What steps would you take next?
Send them the additional verbiage we have in notion when a patient gives push back! Explaining this is a recommendation by pharmacies based on multiple daily punctures that apply to different products, etc.
I am really starting to think you guys are scamming me. I signed up for your phentermine program and I’ve been taking this for a few days and feel no difference. I really want to be refunded.
What steps would you take next?
Triage patient on lifestyle, offer empathy and give realistic expectations that phentermine works with diet and exercise together. Depending upon patient’s answers, schedule with provider OR referral to health coach. If patient declines and wants to cancel, send to CCT.
My provider instructed me on the visit to inject 14 units twice weekly, but when I received my vial it states to inject 14 units once weekly. THIS IS RIDICULOUS SEND ME THE CORRECT SUPPLY. (Upon review, the EHR relays to different instructions)
What steps would you take next?
Since the provider EHR notes state something different then what was sent to the patient. We will need to post in the MA channel to get approval for a provider outreach. Once we are able to confirm the correct instructions with the provider, we can reply with confidence explaining to the patient what was received.
I received my bulk order and I want to know why my concentration has changed from 2.5mg/ml instead of 5mg/ml. What is going on.
What steps would you take next?
Apologize for the confusion. Explain that each pharmacy compounds their concentration differently, etc. and provide a side-by-side math breakdown of their previous and current vial.
Example:
Previous vial: 5mg/mL
20 units = 1mg of Semaglutide
Current vial: 2.5mg/mL
40 units = 1mg of Semaglutide
My Liraglutide arrived frozen, is that normal????
What steps would you take next?
We need to gather additional information such as, how the medication arrived, photos of the vial including lot number, and expiration. Once we confirm the vial did arrive frozen we can post in MA channel to review for a reshipment.
As Liraglutide can not be frozen.
Me and my wife are about to get divorced because this medication you sent me doesn’t work at all! It’s like having a lopsy noodle! What am I injecting?
What steps would you take next?
Triage patient for right dose/date of last dose and administration of ED medication. Be sure they are storing it properly. Depending on patient’s answer, schedule with provider
I received my Trimix on 08/01/2025 and I am out of medication already today on 08/20/2025. SEND ME MORE.
What steps would you take next?
Although patients can self titrate up on their own and run out of medication sooner then the 60 day cadence. We do need to confirm first the amount the patient has been injecting and how many times a week. Once we here back from the patient we can confirm if it is a true refill or an overdose.
(In this case, since the patient shipment was sent 2 weeks ago they have been overdosing)
The order I received seems to be a less than my previous orders and packaging is totally different. My previously vial was 12.5mg/2.5ml (HWH) and my new vial is 5mg/ml (TMC). Is this a lighter program? How much should I be injecting of this lower prescription?
What steps would you take next?
Review dosage with the patient and break down the concentration concerns between the two pharmacy's. Explain the difference between the following up at 12 weeks verse following up sooner with new pharmacy.
I got a notification that my prescription had been delivered. I was out of the country but forwarded the message to the person staying at my house instructing them to watch for a box. You did not send my 2 vials in a box this time. They came in a nondescript white envelope, so the product was not refrigerated upon delivery and sat in a warm house for 1 week. This is very frustrating and needs to be fixed.
What steps would you take next?
Determine if medication is still good or not. Send temperature macro if medication is within pharmacy guidelines. If not, send back to CCT to assist patient with best best next steps.
I am ready to cancel my service. I’ve been on this medication for a year now and have been at the same weight for 5 months. Is the Semaglutide different from what I received previously?
What steps would you take next?
Show empathy and triage patient for lifestyle questions, depending upon answers schedule with provider OR referral to health coach. Triage for right dose, date of last dose. Assure patient with FDA verbiage/reach out to pharmacy.