Wellness Program Standard Operating Procedure

Good Morning Health (GMH) operates a consultation-first wellness program offering hormone replacement therapy (HRT) and peptide therapy to members and non-members alike. No product is dispensed without a clinician consultation, supporting labs, and a documented prescription.

Therapies are fulfilled by a vetted partner compounding pharmacy and shipped directly to the patient. GMH clinicians retain clinical oversight through monitoring, follow-up labs, and refill management. This SOP governs how the team moves a patient from first inquiry through consultation, prescription, ordering, fulfillment, monitoring, and refills.

Two access paths exist: (a) Members — patients holding an active Foundation, Vitality, or Longevity membership — receive member pricing on all HRT and peptide products, discounted or included consultations, and (for Longevity) a dedicated care coordinator managing orders and refills. (b) Non-members — pay-per-service patients — pay a wellness optimization consultation fee plus retail pricing on products.

Products are never sold as standalone ecommerce add-to-cart items. The catalog on the Wellness page is educational and motivational; the actual purchase path always flows through a consultation and prescription. This protects patients clinically and keeps GMH compliant with prescription-drug dispensing rules.

Foundation — Establishes the primary-care relationship. Wellness consults are offered at a member rate; products are available at member pricing. Labs are billed per service.

Vitality — Includes the annual metabolic & hormonal panel and quarterly optimization check-ins. Consultations discounted; all products at member pricing.

Longevity — Includes clinician-guided hormone & metabolic optimization (the consult itself), advanced labs, and priority scheduling. Member pricing on products; a dedicated care coordinator owns ordering, fulfillment tracking, refills, and patient communication end-to-end.

When a non-member begins a consult and is a strong fit for membership, the care team should offer a membership upgrade before finalizing the protocol — member pricing typically offsets the enrollment fee within the first refill cycle.

Step 1 — Intake: Patient books a wellness consultation online (HRT or peptide optimization). Front desk confirms the appointment, collects intake, and verifies whether the patient is an active member.

Step 2 — Pre-visit labs: Where indicated, order the comprehensive hormone & metabolic panel ahead of the visit so results are available for review. For non-members, communicate the lab cost upfront.

Step 3 — Consultation: Clinician reviews goals, history, and labs. A protocol is proposed only when clinically appropriate. The clinician documents the indication, the plan, the specific product(s), dose, and duration in the patient record.

Step 4 — Shared decision & consent: The patient reviews the plan, reasoning, and cost. Consent (including the membership-vs-retail price) is documented before any order is placed.

Step 5 — Prescription transmitted: The clinician sends the prescription to the partner compounding pharmacy.

All orders originate from a documented prescription — there is no exception to this rule. After the consultation, the care coordinator (or front desk for non-Longevity patients) places the order with the partner pharmacy, referencing the patient record, prescription, agreed product, quantity, and shipping address.

Member pricing is applied for active members; retail pricing for non-members. Payment is collected per the patient's chosen method before the pharmacy dispenses. Record the order in the patient's file with product, price tier, quantity, and date.

GMH partners with a licensed compounding pharmacy. The clinician transmits the prescription; the pharmacy compounds, labels, and ships. GMH does not compound or hold inventory.

Confirm the pharmacy received the prescription and has the patient's shipping address. Coordinate any prior-authorization or clinical questions the pharmacy raises back to the prescribing clinician — never resolve clinical questions through admin staff alone.

Peptides and certain HRT products require cold-chain shipping. The partner pharmacy manages packaging and carrier selection; GMH confirms the patient's shipping address and a delivery window.

On shipment, share tracking with the patient and instruct them to refrigerate cold-chain products immediately on arrival. If a delivery is delayed or temperature-excursion is suspected, instruct the patient not to use the product and coordinate a replacement with the pharmacy.

Refills are not automatic. Each refill is tied to the monitoring schedule set at consultation (e.g., labs at 6–12 weeks for HRT, periodic check-ins for peptides). The care coordinator tracks refill windows and reaches out ahead of time to schedule the required check-in or lab.

No refill is released without confirmation that monitoring is current. If a patient requests an early refill, route the request to the prescribing clinician for clinical review before approving.

Member pricing applies to active members only. Verify membership status before quoting a price. Non-members pay the consultation fee plus retail product pricing.

Collect payment before the pharmacy dispenses. For recurring member protocols, coordinate billing cadence with the membership subscription (monthly/annual). Document the price tier (member/retail) on every order record.

Always disclose to patients: HRT and peptides are prescription therapies; compounded medications are not FDA-approved; therapy requires consultation and labs; results are not guaranteed; and this is not a substitute for insurance.

Maintain documentation of consent, indication, prescription, dispense, and monitoring for every patient. Ensure the patient-facing Wellness page disclaimers remain current and visible. Route any adverse-event report to the prescribing clinician immediately and document thoroughly.

Front desk / intake — Scheduling, member-status verification, lab-order coordination, patient communication.

Clinician (NP/MD/DO) — Consultation, labs review, prescribing, clinical monitoring, adverse-event management. The only role authorized to prescribe and adjust protocols.

Care coordinator (Longevity) — Owns ordering, fulfillment tracking, refill scheduling, and end-to-end patient communication for assigned patients.

Billing — Price-tier verification, payment collection, membership billing coordination.

Pharmacy partner — Compounding, labeling, shipping, cold-chain handling, and pharmacy-side clinical clarifications.