I’ve never done this before, and quite frankly, I’m not happy that I feel the need to do it now. However, when a company I’ve trusted with my health fails to provide the clinician guidance I was promised, I feel compelled to speak up.
Especially when I’ve publicly recommended that company to others.
I’m making this clear, I am only describing the facts of what I have been dealing with over the past two weeks.
In January 2026, I began my GLP-1 journey with NewSelf. When researching providers, I had two priorities: affordability and access to a physician when I needed clinical guidance. I wasn’t looking for someone to hold my hand through every injection. I simply wanted the reassurance that if questions or medical concerns arose, a qualified healthcare professional would be available to address them.
That seemed reasonable. Apparently, I was asking for too much.
Initially, things went well. When I submitted questions, a “doctor” would respond within 24–48 hours. Was that ideal? Not particularly. But my questions weren’t emergencies. I was simply trying to educate myself about potential side effects, unexpected symptoms, and the occasional hiccup that comes with starting a new medication.
Then came April.
I reached out with a question about my weight loss plateau.
I got an AI response
Life continued. Every three months, I received my medication. I continued losing weight, and everything seemed fine.
I reached out again in August.
Crickets.
No response. No follow-up. Nothing.
I ended up having to retire and rearrange my entire life in August, so needless to say, my weight loss journey wasn’t exactly at the top of my priority list. I never followed up on my unanswered question. I was fine and the lack of response wasn’t a big deal.
Until it wasn’t.
Recently, routine bloodwork revealed a new medical concern: elevated calcium levels. As someone who already manages multiple chronic health conditions, unexpected lab results aren’t something I take lightly.
While researching possible causes, I came across information suggesting a potential, though uncommon, association between GLP-1 medications and elevated calcium levels. I’m certainly not claiming my medication caused this issue. That’s precisely why I wanted to speak with a clinician who could review my situation and help determine whether my medication might be a contributing factor.
You know, the kind of clinician guidance relating to a GLP that I was promised when I enrolled.
I immediately uploaded my test results to the doctor portal then contacted NewSelf on 10/19/2026 via phone since my last message to a doctor went unanswered.
That’s when things got interesting.
I was informed that I did not currently have a clinical provider assigned to my case.
Excuse me?
According to the representative, NewSelf had changed healthcare providers, and I would be assigned a new physician at my next renewal.
When exactly was that renewal? I never received a clear answer. I assumed it would be November, when my next shipment was expected. Apparently, they meant it would be in December when I renewed my prescription for the next six months.
This information wasn’t just communicated over the phone. It was also confirmed in a follow-up message, which I’m including with this post.
So, let me get this straight.
I’m taking a prescription medication. I’m required to complete monthly health surveys. I’m paying for a service that I understood would include access to guidance of a medical professional when needed.
Yet when I actually need to speak with a clinician about a legitimate medical concern, I discover I don’t even have one assigned to my case, and hadn’t for almost the majority of my time dealing with this company.
And if I don’t have an assigned clinician, who exactly has been reviewing those monthly surveys about my progress and questions for my medical provider?
That’s a question I still want answered.
THIS. IS. UNACCEPTABLE.
I was assured someone would call me.
To their credit, someone did call. Unfortunately, I was picking my aunt up from the hospital and missed the call.
I immediately requested another call.
I got a message that a supervisor would call me.
Crickets. Again.
Then I received another message explaining that the supervisor hadn’t called because of the time difference and they were reviewing my account.
I’m including those messages as well.
And then came the grand finale.
An offer of $100 off my January renewal.
Seriously?
I’m raising concerns about access to clinician guidance while taking a prescription medication, and the proposed resolution is a discount on my next purchase?
I’m not shopping for a handbag. I’m trying to manage my health.
To be clear, I understand that NewSelf does not directly employ its own healthcare team and instead contracts with outside clinical providers. I also understand that companies sometimes change those partnerships.
What I don’t understand is how those changes apparently left me without an assigned clinician, without a clear explanation, and without timely access to clinical guidance when I needed it.
From what I’ve learned, NewSelf operates primarily as a virtual service that coordinates with outside clinical providers when necessary.
That’s an interesting business model, considering I’ve been actively requesting access to one of those providers and have received everything from silence to a discount offer.
What I haven’t received is the clinician guidance I requested.
And that is the entire problem.
I wanted to talk with someone who has knowledge on GLP-1 drugs and serious side effects. I wanted to know if I should lower my dosage, or stop all together. I wanted reassurance on taking a drug that has drastically changed my life.
I want to emphasize something important: My GLP-1 journey has been successful. I’ve steadily lost weight, and I’m grateful for the progress I’ve made. This isn’t about dissatisfaction with my weight loss results.
It’s about what happens when a patient has a medical issue arise that requires professional guidance.
It’s about communication, accountability, and reasonable access to a qualified clinician.
And it’s about the difference between simply receiving a prescription and having access to the clinical guidance that was represented as part of the service.
I am actively working with my established medical team to investigate my abnormal lab results and determine the appropriate next steps. I will also be looking for a new GLP-1 provider moving forward.
I’ve recommended NewSelf to others in the past, and that’s exactly why I feel obligated to share this experience.
I cannot, in good conscience, continue recommending a company when my experience with its lack of a medical provider has been so disappointing.
I can only speak to what I’ve personally experienced. I’m not suggesting that everyone using NewSelf has had the same problems. But I believe people deserve to know what happened to me, particularly those considering the company because they expect access to a healthcare professional when questions or concerns arise.
My health has always been, and will always remain, my priority.
Living with chronic illness has taught me that advocating for yourself isn’t optional. It’s necessary. I’ve spent far too many years navigating complicated medical issues to accept silence when I’m asking legitimate questions about my care.
I don’t expect instant answers. I don’t expect a physician to be available around the clock. I understand that reasonable response times and provider transitions are part of healthcare.
But I do expect access to the clinician guidance I was promised.
I don’t think that’s unreasonable.
And I certainly don’t think a $100 discount makes up for its absence.
It’s been twelve days since I reached out to a company I had trusted and I still have no response to my problem, just gaslighting, a measly discount offer, and no access to a doctor to answer my questions. NewSelf, you didn’t lose my trust because of a medication issue. You lost my trust because when I needed clinical guidance, I couldn’t get it.
And no discount can fix that.
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