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Three Months In: Elevating Quality, Safety, and Trust in Telehealth and Compounding
What drew me here was the company’s approach to telehealth and pharmaceutical compounding by providing innovative, high-quality solutions that empower individuals to live healthier, happier lives along with its unwavering commitment to quality, excellence, and safety through continuous improvement. It was an exciting opportunity to bring my experience in health and pharmaceutical operations and quality assurance to a company dedicated to raising the bar on safety and quality all while redefining access to care.
Hims & Hers customers value convenience and the discretion that telehealth brings them, especially when addressing conditions that carry a stigma in our society. We know our customers want seamless, connected, and on-demand care rather than the traditional months-long waits for in-person appointments - not to mention any required follow-up visits- many Americans have come to expect when taking care of their health. Most of all, our customers care about trust. One of the reasons I joined Hims & Hers is because of how seriously our team takes trust, and truly believes that every patient deserves confidence that the care and medications they receive are safe, effective, and held to the highest standards.
At Hims & Hers, excellence in everything we do isn’t an option—it’s our commitment. Quality and safety are not static; they require continuous improvement, adaptation, and, most importantly, transparency. And health care is personal and subjective, that is why we listen—really listen—to our customers, the providers on our platform, and industry experts. In this spirit of excellence and transparency, I want to share a few key initiatives that Hims & Hers will be implementing that will further our mission and improve health care.
Hims & Hers is forming an independent Quality & Safety Advisory Council (QSAC) to build on our deep commitment to quality and safety and continue leveraging the highest levels of expertise to help inform our approach. The QSAC will work to advise Hims & Hers on important policies, processes, and best practices for our platform and products, including identifying additional opportunities for enhancing safety while also championing affordability and access. We will also tap into this group to advise on our efforts to work with regulators and industry to combat bad actors providing counterfeit and illegal medications that not only put individual patients at risk, but undermine legitimate compounding and telehealth operations such as Hims & Hers.
As we hear too often from consumers, quality should not come at the expense of affordability and accessibility, and affordability and accessibility should never mean sacrificing quality and safety. The QSAC will help us navigate this balance, ensuring that we are not only meeting but exceeding expectations for what high-quality, cost-effective, and accessible telehealth care should look like. Only by taking this approach of integrating affordability and accessibility with quality and safety can we truly start to address the imbalanced health system that has left too many Americans in the lurch without access to affordable quality health care.
503A compounding pharmacies and 503B outsourcing facilities—whether your local neighborhood pharmacy that has served a community for generations or the affiliated pharmacies and outsourcing facilities of a telehealth provider like Hims & Hers—adhere to a strict set of laws and other requirements to operate legally. For 503A compounding pharmacies that means complying with state and Boards of Pharmacy regulations. 503B outsourcing facilities are directly regulated by the FDA. These are non-negotiable laws and regulations that distinguish between legitimate compounding pharmacies and bad actors.
At Hims & Hers, we believe that meeting regulatory requirements should be the starting point, not the benchmark for quality and safety. We believe companies like ours should be open with customers about how we ensure safety and follow the rules. This includes, clear practices for supply chain and sourcing, testing, labeling, employee training, ethical standards, handling issues, and product safety. We plan to share how we evaluate and maintain these principles in a framework that we will release publicly.
Our intent is that this framework serve as a trusted marker, not only for Hims & Hers, but for compounders and telehealth providers generally who are willing to commit to safety, quality, and transparency. By being transparent with our principles, we want to make it easier for patients and providers to identify and trust pharmacies and companies who prioritize integrity and patient care—ensuring confidence in every prescription filled. We invite others in the industry to join us in adhering to these principles.
When patients receive a compounded medication, they should never have to question its safety and quality. Making this framework public finds clarity and confidence, reinforcing trust in legitimate compounding operations.
At Hims & Hers, we sit at the intersection of innovation and quality. As we define the next generation of health care we are developing and delivering access to the services and products that promote holistic health, well-being, and quality of life by committing to raise the bar for safety and quality in everything we do. As I look ahead, I am proud of the standards we’ve set for ourselves and even more excited about how we’ll continue to raise those standards even more, for ourselves and the industry. The work of quality and safety is never done, but with a commitment to listening, learning, and leading, we can continue to build a stronger, more transparent, and more trusted future for telehealth, pharmaceutical compounding and all of health care.