First-Time JoinRift Customer — Is This Normal for Their Clinical Staff?
First-time JoinRift customer — frustrated with their clinical staff
I’m a first-time customer with JoinRift, and unfortunately my first experience with their clinical staff has been extremely frustrating.
I received compounded tirzepatide with a prescription label instructing me to inject 83 units (0.83 mL) once weekly for a 15 mg dose. The problem is that the syringes they provided are marked in 2-unit increments, so there is no line for exactly 83 units.
I contacted the clinical staff with a very simple question: How am I supposed to accurately measure 83 units with the syringes they provided? Do I measure halfway between 82 and 84, or should I have been provided with a different syringe?
Instead of answering my question, a clinical staff member told me to “follow the instructions sent from the pharmacy to the best measurement available.”
I explained again that I did not receive any additional pharmacy instructions. All I received were my medication with the prescription label and the syringes. I even uploaded photos clearly showing the 83-unit prescription and the 2-unit syringe markings.
Another member of the clinical staff responded by simply repeating that my label says to inject 83 units and telling me to follow the pharmacy instructions.
That is exactly why I contacted the clinical staff in the first place. I KNOW my prescription says 83 units. I’m asking how I’m supposed to accurately measure 83 units when the syringes they provided do not have an 83-unit marking.
At this point, I genuinely started wondering whether I was communicating with actual clinical staff or receiving automated responses because my actual question kept being ignored.
I also asked for clarification about the three 4 mL vials I received and whether each vial is intended to be used for approximately one month since I purchased a three-month supply. I wanted to know when I should start a new vial and how long an opened vial should be used. That question wasn’t addressed either.
What concerns me most is that this is a medication dosing question being directed to clinical staff. I’m not asking a general customer-service question about billing or shipping. I’m trying to make sure I administer the medication they prescribed correctly and safely, and I should not have to repeatedly explain the same question just to get a clear answer.
If a clinical staff member cannot answer the question, I would much rather be told that and have my question escalated to the prescribing provider or pharmacist instead of repeatedly being told to follow the same label that prompted my question in the first place.
As a first-time JoinRift customer, this has been a very frustrating and concerning introduction to their clinical care.
Has anyone else had a similar experience with JoinRift’s clinical staff?