Protocol Questions
Important: How to Submit Protocol Questions
Please note that we do not answer protocol-related questions via text or email. To ensure accuracy, consistency, and proper documentation, you must complete the Q&A form located in your MyTouchMD portal.
🕒 Response Time
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Questions submitted via the Q&A form will be answered within 72 business hours.
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Responses will be sent to your email via TouchMD. Please check your spam/junk folder if you don’t see a reply.
📖 Before Submitting a Q&A Form
Be sure you have thoroughly reviewed the Member Resource Center before submitting your question.
Questions already addressed in the Resource Center will not be re-answered. Our team will direct you back to the relevant section. We are continually updating our Q and A's with new information. Please read through them even if you have previously done so.
📩 Have Additional Questions?
If you have more questions after receiving your response, you’ll need to submit a new Q&A form.
Please note: Our team does not respond to follow-up emails, as all communication must stay within your portal for accurate record-keeping.
❗️Emergency Reactions
If you experience an unanticipated emergency reaction, such as:
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Extreme redness
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Bleeding
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Blistering
Please follow these steps:
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Immediately stop your current protocol.
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Begin the emergency protocol outlined below.
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Complete the Emergency Form (located in your portal).
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Submit clear photos of the affected area along with the form.
🕐 A member of our team will respond within 24 hours of receiving your completed form and photos.
🧴 Emergency Skincare Protocol
Use this regimen both morning and evening (AM & PM):
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Double Cleanse with:
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Obagi Gentle Cleanser or
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Prelude Cleanser
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Hyacyn Active Mist
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Rebalance
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Restorative Serum
AM Only:
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Finish with your SPF
As Needed:
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Use the HA + Restorative Mask as frequently as desired for added hydration and barrier support.
Thank you for helping us maintain a high standard of care by using the appropriate forms and following proper procedures. We're here to support you every step of the way.