Customers Say Care Through Hims & Hers Matches, or Beats, the Doctor’s Office

New white paper shows 94% of Hims & Hers customers surveyed rate their care experience as equal to or better than in-person care, with the majority reporting confidence in safety and trust in providers

SAN FRANCISCO--(BUSINESS WIRE)--Hims & Hers Health, Inc. (NYSE: HIMS) today published a new white paper - Understanding Hims & Hers Approach to Clinical Excellence, Quality, and Safety - detailing how rigorous standards, continuous monitoring, and customer-centered design are shaping the future of safe and effective telehealth.

“At Hims & Hers, we believe that digital healthcare must be both accessible and exceptional. Expanding access to millions of people only matters if the care delivered is grounded in medical excellence, safety, and transparency,” said Dr. Patrick Carroll, Chief Medical Officer of Hims & Hers. “These are the principles that guide the care our customers can access through Hims & Hers, and that’s why we are proud to share new data that demonstrates how a telehealth platform like ours can deliver access to care customers trust. This white paper is more than a report—it’s our way of showing, with evidence, that telehealth can deliver the same level of quality and safety people expect from traditional in-person care.”

Our findings are based on customer reports of side effects from routine clinical check-ins, side effect reports from customer messages to their care team, and a comprehensive survey of nearly 2,400 customers capturing perceptions of trust, safety, and care quality across treatment categories.

Key findings from the survey discussed in the white paper demonstrate:

• Telehealth meets or exceeds expectations:
  • 94% of customers said the overall quality of care accessed via Hims & Hers was as good as or better than their prior in-person healthcare experiences.
    
    
• Clinical intake builds trust and confidence:
  • 91% found the intake process easy to complete, while 83% said it increased their confidence in starting treatment.
    
    
• Strong provider relationships:
  • 83% of customers said they received clear treatment instructions, and 74% reported that care team interactions made them feel supported throughout treatment.
    
    
• Low rates of side effects across categories:
  • Among 418,000+ weight loss customers using GLP-1 medication, only 0.08% reached out about a side effect via messaging.
  • Less than 0.01% of mental health customers sought a higher level of care due to side effects.
  • 0.01% of sexual health customers reported a side effect to their care team via messaging.
  • For hair loss treatments, only 2–4% reported side effects during routine check-ins.

Our data shows that telehealth, when done responsibly, can deliver care that’s not only effective, but deeply personal and safe. Hims & Hers’ Clinical Quality team—with more than a century of combined experience—reviews care continuously, analyzing outcomes, provider interactions, and medication safety. Our affiliated pharmacies follow a strict framework based on FDA, USP, and state pharmacy law standards to ensure that every compounded treatment meets the same expectations for quality and transparency that patients deserve.

At Hims & Hers, we’ve seen how millions of people have taken control of their own health by having access to high quality care without traditional barriers. That’s the future of healthcare we’re working to build, and we’re committed to continuing to raise the bar for how telehealth can responsibly deliver access to trusted and effective care.

Read the full report here.

About Hims & Hers Health, Inc

Hims & Hers is the leading health and wellness platform on a mission to help the world feel great through the power of better health. We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. Hims & Hers normalizes health & wellness challenges—and innovates on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so the company provides access to personalized care designed for results. For more information, please visit www.hims.com and www.forhers.com.