Hey All -

This is Brian. I woke up this morning thinking about some of the posts I've seen across reddit (not just ours) and I wanted to share this with you...

We are on your team. We are here to support you, fight battles with you, and problem-solve with you. And we can only do that by having a real conversation and understanding what you actually need from us.

I felt compelled to write this because a lot of brands are popping up and disappearing in this space, and you often have no idea who's behind them. So let me be clear about who's behind this one: me, front and center - investing in your experience and passing every saving I can to you. We're building a forever healthcare company. One that's still here in 100 years, with the same patient-centric core, evolving with your needs and direct feedback the whole way.

We're here to listen. Not to jump to conclusions or pass judgement. To hear you out and work with you. So if there is a problem, let us know. And if we don't get back to you right away, that was a mistake and oversight. We are not ignoring you....I promise. And when you bring us a problem to solve, we won't always have the perfect solution. But know that our intention, every time, is to work with you until we find one together.

This isn't AI slop. This is who we are at our core.

You can always ask to speak to me directly. I will always take your call, listen, and work to make things right. Just know that my team can actually often solve your problem faster and better than I can :). They are who I depend on and that is why I look for people to join the team who share my core values. But I am always here to listen. We all are.

I can preach this all day. But the only thing that actually matters is our actions. So call us out if we don't live up to it - right here, publicly, where everyone can see whether we follow through. This only makes us better. And for that I want to thank you.

Brian

If you tried one in the last few weeks and it was declined, that was a configuration issue on our end, not your card. We worked with our payment processor to track it down and it's resolved. Cards should go through normally now.

One thing worth flagging: whether a given purchase counts as a qualified HSA/FSA expense depends on your plan and your circumstances, not on whether the card runs successfully. Some services may need a Letter of Medical Necessity from your provider. We can provide itemized receipts for reimbursement or substantiation if your administrator asks for them — just reach out.

Happy to answer questions in the comments.

Hi Everyone,

Happy Friday!

I wanted to reach out following an in-person meeting I had this morning with Jesse Vidrine, the CEO of Boudreaux, to discuss the concerns that many of you shared with us over the past several days.

First, thank you for taking the time to share your experiences and feedback. We genuinely appreciate you bringing these issues to our attention.

Second, I want to sincerely apologize for the mistakes. I know firsthand how frustrating it is when there are problems with a shipment, especially when you're relying on it for your care.

Most importantly, Jesse asked me to personally pass along his sincere apology as well. He takes these issues very seriously and assured me that he is working directly with his team to address the concerns that were raised, including the loose syringes packaged in zip-top bags and the recent shipping delays. They are already implementing changes to help ensure these issues do not happen again.

I'd also like to share my own perspective on Boudreaux, Jesse, and his team. Throughout my experience working with them, I have found them to be deeply patient-focused and committed to both quality and the overall patient experience. One of the reasons we chose to partner with Boudreaux is that they consistently listen to customer feedback and move quickly to make improvements. While the issues many of you experienced this past week were certainly disappointing, they are not representative of the level of service and quality we expect for our patients and have consistently experienced from Boudreaux.

Providing you with the highest-quality, most patient-centered care is at the core of everything we do. That includes holding ourselves and our pharmacy partners to a high standard. Your feedback is invaluable in helping us identify opportunities to improve, and I encourage you to continue sharing your experiences with us—both positive and negative. It truly helps us provide a better experience for everyone.

Thank you again for your trust, your patience, and your honesty. It is a privilege to serve each of you.

Wishing you all a restful and wonderful weekend.

Brian

Hi Everyone -

A post went up here yesterday about navigating the portal — where to find the prescription, why there's no prescribing provider listed on the document, how to tell when something ships. Fair questions, and the honest answer is that the portal today is a fraction of what it's going to be. We're actively building it out right now.

Rather than guess at what matters, I'd rather ask the people using it.

**Two questions:**

**1. What's essential?** The stuff that, if it's missing, you're left refreshing your email or texting support. (Order status. Who your provider is. Refill timing. Whatever it is for you.)

**2. What's on your wish list?** The things that wouldn't be dealbreakers but would make this feel like a tool you actually want to open — not another login you tolerate.

Be specific and be blunt. "I want to see X on the same screen as Y" is more useful to my engineering team than "make it better." If you've used a portal elsewhere that got something right, name it and tell me what it did. Same goes for ones that got it wrong.

I'll be in the comments. Anything we can ship quickly, we will — and I'll come back and tell you what made the cut and what didn't, including the things we can't do and why.

Thanks for being early with us.

Brian Conyer

Hey all,

This is our first feature-release post here, so, hi! We've been listening closely to the feedback you've been sharing, and here's the first round of what's come out of it, plus a few answers to things you've been asking about.

What we heard

"We want a way to choose our preferred pharmacy!"

What we did

Exactly that. Pick a preferred pharmacy upfront and that's where your prescription goes, and no more having to reach out to our Care Team to request it.

How we did it:

https://preview.redd.it/dzpbl1yt4sdh1.png?width=704&format=png&auto=webp&s=920b49bff4c923c821aac59b139ff61c382ce080

We’ve also included:

• GLP-1 formulation of each pharmacy
• BUD
• Shipment schedule (we will never send you medication that we know will expire within the period you bought it for)

Some other things we've heard and ...

… want to shed some light on:

"Why are you asking for my credit card details before the intake? What if I don't get approved?"

• Fair question, and worth spelling out. When you check out, we place an authorization on your card rather than an actual charge. That just confirms the card is valid and has room to be charged later. You're only actually charged once a PreventiveMD provider reviews your information and prescribes your medication. If your request isn't approved, we immediately release that authorization, and you're never charged a cent.
• And if you'd rather not enter card details first, there's another way in: we have a path on our site that lets you answer the medical assessment first, before checkout: https://www.preventivemd.com/get-started/questionnaire
• We built it for folks who are newer to the world of GLP-1s and peptides, but anyone can use it. Either way, the key point holds: you will never pay a cent if your request isn't approved by your provider.

… are actively working on:

• "I'm on a maintenance dose. Can you support me? What are the requirements?"
  • Yes, we support this. We're also adding a way for you to share your previous prescriptions easily during intake, so you don't have to reach out to our Care Team or message your provider separately.
• "We'd like a way to manage our renewal schedule without having to cancel our subscription."
  • We're working on giving you easier control over this, stay tuned!

Hope that helps clear a few things up, and please keep the feedback coming. We're reading every bit of it.

Welcome to PreventiveMD: Why I Started This Community

Hi everyone—and thanks for being here.

I'm Brian, the founder of PreventiveMD.

I'm also a GLP-1 patient, a dad in my 40s, and someone who wants to stay healthy enough to be active with my kids—and hopefully my grandkids one day.

Like many of you, I've realized that our healthcare system is largely reactive. We wait until something is wrong instead of giving people the knowledge and tools to prevent problems in the first place.

That's why I started PreventiveMD.

I've spent my entire career in healthcare. I started at GlaxoSmithKline, then joined 3M's healthcare division (now Solventum), followed by Intuitive Surgical, where I watched bariatric surgeons rapidly adopt robotics as the new standard of care.

After that, I founded GIBLIB, an ACCME-accredited medical education company where we filmed many of the world's leading physicians teaching surgery and sharing the latest research. Mayo Clinic became both a strategic partner and investor. From there, I led Digital Health at Allurion, overseeing our AI weight-loss coach, remote patient monitoring, and telehealth programs. Most recently, I was Chief Commercial Officer at CareValidate, helping build and support some of the largest telehealth brands in the country.

I've been fortunate to see healthcare from almost every angle—pharmaceuticals, medical devices, surgery, physician education, digital health, telehealth, and now longevity and preventive medicine.

But this community isn't about my résumé.

My vision isn't to build "just another telehealth company." I want to build a healthcare platform that helps people truly understand their bodies and take ownership of their health.

I believe annual cancer screening should become standard because the technology already exists. I believe everyone should understand their genome mapping and what it actually means—not just receive a report they'll never look at again. I believe providers should help patients make sense of wearable data instead of letting it sit unused. And I believe people should know their own health metrics the same way they know sports statistics, business KPIs, or their favorite recipes.

Ultimately, I'm building the healthcare platform I wish existed for me. I can't imagine I'm the only one who feels that way.

This subreddit is an extension of that mission.

It's a place to ask questions, share experiences, discuss new research, and talk about GLP-1s, peptides, diagnostics, longevity, nutrition, exercise, sleep, wearables, genetics, and everything else related to living a longer, healthier life.

Most importantly, it's a place where you can tell us what we're getting right, what we're getting wrong, and what you'd like to see us build next.

I'm not trying to build the biggest telehealth company. I'm trying to build the company people trust enough to stay with for years.

That starts with listening.

So I'd love your honest feedback.

If you've used another telehealth company—good or bad—I want to hear about it.

• What did they do really well?
• What frustrated you?
• What made you lose trust?
• What would make you switch to a different company?

We're building PreventiveMD from the ground up, and I'd rather learn from your experiences than repeat the same mistakes.

Two things we're absolutely obsessed with are transparent pricing—no hidden fees, surprise renewals, or confusing memberships—and delivering the best customer service in healthcare. Period. But we know there are countless ways we can improve, and that's exactly why this community exists.

I'll personally be active here, reading every comment, answering questions whenever I can, and using your feedback to shape the future of PreventiveMD.

So tell me: What's the one thing every telehealth company gets wrong?

And if you could build your ideal healthcare experience from scratch, what would it look like?

I'm excited to hear your thoughts and even more excited to build this with you.

Always listening,

Brian Conyer