We are currently experiencing delays for patients receiving medications from Empower Pharmacy due to a surge in GLP-1 prescriptions at their facility. Rest assured, we are actively collaborating with Empower to reduce the backlog.
To address the situation, we have secured additional staffing at all stages of order processing specifically for Willow patients.All pending orders will remain in the queue and are expected to ship within the next few business days. Empower anticipates clearing the backlog and returning to normal processing times by Monday, 4/21.
We are closely monitoring the situation and implementing measures in partnership with Empower to enhance order processing efficiency moving forward.
Please be aware that the pharmacy delays have also led to an increase in inquiries to our patient services support chat. We are currently expanding this team to triple its size in order to reduce response times. However, please understand that response times may still be longer than usual during the immediate period.
For patients awaiting a refill order, please know that although delays are not ideal, a brief gap in delivery will not affect the overall effectiveness of your treatment. GLP-1 medications have a long half-life, so while you may experience a slight increase in appetite, your treatment's progress will remain intact.
Thank you for your patience as we work diligently to resolve this issue with our pharmacy partner. We will provide daily updates here until the situation is fully resolved.
— The Willow Team