r/LSH_Official

This email comes after rep. From LSH posted here yesterday saying people who purchased Hyalo will be refunded.

So LSH, which one is it?

“Thank you for reaching out and I am so sorry about your concerns! Do you mind to send us photos of the vials that you received that showcase the lot number on the vial. 

*** Note: I sent photos with my email. Canned response?

Once we receive the photos, we will open an incident report directly with New LifeRx on your behalf. As the dispensing and shipping pharmacy, New LifeRx is responsible for reviewing all medication-related issues or concerns and is also the only entity authorized to approve a replacement or refund.

What happens next:

• Our team will open an incident report with New Life Rx
• The pharmacy will review the details of the concern
• If additional information is needed, either our team or the pharmacy may contact you directly
• The pharmacy will determine eligibility for replacement or refund, if applicable

Please note that response and resolution timelines are determined by the pharmacy.

We will follow up with you once we receive an update from New LifeRx, 

Please let me know if you have any additional questions in the meantime. I hope you have a great evening!

Best,

 

(name redacted by me)

Hyalo Update: Where Things Stand

We wanted to share another update on the ongoing concerns surrounding medications dispensed by Hyalo and the steps we have taken to support our patients.
We know this situation has been frustrating and concerning for many of you, and we want you to know that we share those feelings. Our team has been working diligently to help patients navigate this situation, and we appreciate your patience as we work through all requests.

As of yesterday, Lavender Sky Health has permanently removed Hyalo as a pharmacy option.

We take the trust our patients place in us and our pharmacy partners very seriously, and we believe this is the right decision moving forward. Proactive communication is an essential part of a strong relationship between a healthcare provider and a pharmacy, and unfortunately, the communication surrounding this situation has not met our standards.

Here is where things currently stand:

• We have initiated individual email notifications to all patients who placed orders beginning September 1, when New Life orders transitioned to Hyalo. Due to the volume of emails, some are still being sent, but we expect all notifications to be delivered by the end of the day.
• Patients who placed orders prior to September 1 will also receive direct communication once we can confirm which orders were dispensed by Hyalo, as both Apothecary and Hyalo vials were being shipped during that time. However, anyone with concerns in the meantime is welcome to contact our Orders Department for assistance right away.
• We have established a dedicated process for patients to report medication concerns and request refunds or alternative medications through another pharmacy. Instructions are included in our individual outreach emails, and our Orders team is available to assist anyone who needs additional help.
• Patients who have identified visible particles or abnormalities in their medication can request a refund or alternative medication without waiting for the pharmacy to process their incident.

We also want to clarify where things stand regarding the information currently available.

At this time, we have not received official confirmation identifying specific affected vials, lot numbers, or dispensing dates. Much of the information circulating online has originated from individual patient reports. While we take these reports very seriously, we also want to ensure that any information we share as confirmed is accurate and verified. Once we receive formal communication from the pharmacy, we will share what we know.
In the meantime,we are moving forward with assisting patients rather than waiting for all of these questions to be answered.

We understand how unsettling it can be to have concerns about medication you have already received, and we hate the uncertainty this has caused. Many members of our own staff team have also received medications from this pharmacy, so these concerns hit close to home for us as well. We want every patient to feel comfortable and confident in their treatment, and we are committed to helping you find a resolution that works for you." We want every patient to feel comfortable and confident in their treatment, and we are committed to helping you find a resolution that works for you.

If you have concerns about a Hyalo order, please contact our Orders Department at orders@lavenderskyhealth.com or reply directly to your individual outreach email.
Thank you for your continued patience and understanding. We will continue sharing updates as more information becomes available, and our team will continue working to support each of you through this process.

• - Your LSTeam

Hello everyone,

We know the reports of visible fibers and particles in some Hyalo medication vials have been upsetting. You deserve to feel confident in your medication, and we take your safety and these concerns very seriously.

We have decided to offer refunds for Hyalo rather than replacement vials. We are also evaluating our partnership with NewLife Rx and working on a displaced patient form to help affected patients order from another pharmacy.

What we know so far

NewLife Rx, Hyalo’s distributing pharmacy, has acknowledged the reports and is investigating with Hyalo. They have reported temporarily pausing fulfillment of the lots in question.

According to NewLife Rx, those batches previously passed independent third-party testing for sterility, endotoxins, and potency. However, the reported material has not yet been identified, and its cause remains unknown. We are requesting additional information and will share updates as we receive them.

Patients who have received Hyalo medication

Please carefully inspect every vial before each use for visible fibers, particles, discoloration, or other unusual changes.

If you notice anything concerning, do not use the medication. Keep the vial and any packaging you still have, and continue storing it according to the pharmacy’s instructions.

Please email orders@lavenderskyhealth.com with your invoice number, lot number, and clear photos of the vial, if possible. Our Orders team will help coordinate your refund request and confirm any return instructions.

If you have already emailed your information, our team is working through those requests. We know waiting is stressful, and you haven’t been forgotten.

Patients with pending Hyalo orders

If you have already paid, please contact orders@lavenderskyhealth.com so our team can review your order status, attempt to stop processing or shipment where possible, and help with refund and pharmacy transfer next steps.

If you have an unpaid invoice, please contact support@lavenderskyhealth.com for help changing your pharmacy.

Ordering from another pharmacy

We are working on a displaced patient form to help patients affected by the Hyalo situation order from another pharmacy. We’ll share the form and instructions as soon as they’re ready.

We understand that some patients are running low on medication. If you have an upcoming dose or travel deadline, please include that information in your email to Orders so our team is aware of your timeline.

We’re here to support you

We have concerns about how this situation has been handled and are evaluating our partnership with NewLife Rx. We will continue requesting answers and following up on the investigation.

We know this has affected your confidence in your medication. Thank you for reaching out and sharing your concerns. We want every patient to feel heard and supported, and we’ll keep you updated as we learn more.

I emailed support this afternoon with a video of my contaminated vials, lot numbers, invoice number, etc., but it‘s been crickets so far.

I expected that from NewLife, but LSH is usually better with customer support.

Anyone had any luck talking with them? I'm really frustrated, disheartened, and frankly scared about what I've been putting in my body. I hope they do the right thing and offer refunds to affected customers. I don’t feel safe staying with NewLife.

So i've been using hallandale for about 3 months I believe. I was on zepbound before and felt the effects STRONGLY from the 2.5mg alone and lost 10lbs first months. too ex spice so switched to hallandale tirz and titrated up from 2.5mg, 3.5mg, 5mg, 6mg. This was over about 8 weeks and I felt nothing, appetite was back? food noise was back and at the end of it I gained those 10 lbs back. I'm just curious If anyone else experienced this? what did you do? and should I change pharmacies? Thank you anyone for your help. Been eyeballing peps in the meantime 😭