Question 1

How to order consumables?

Accepted Answer

Select items

Once logged in, go to the Consumables tab.
Product availability is based on the pathology associated to your account during sign up. Simply update the quantity of the product desired. Products are organised by category.
You can also search for a product name or SKU via the search bar.
Once ready, simply click on Go to checkout to complete your order.
Note that you download a CSV copy of the consumables list via the the Download CSV button.

Checkout

Confirm your delivery address. If you wish to add or edit your address on record, please contact practice@medway.com.au.
Click Continue.

Payment (optional)

Unless your order is free (i.e. $0), you will prompted two options:

Pay via credit card
Pay via invoice. An invoice will immediately be sent to your email address.
Click Place order.

Order confirmation

Once the order is submitted, you will be redirected to a confirmation page with your order #.
You will also receive a confirmation email with a summary of your order.

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Question 2

How can Collectors sign up to Medway Practice?

Accepted Answer

An account has already been created on behalf of your ACC.

Simply visit https://practice.medway.com.au/ and click on Forgot my password?

Enter your ACC email address, solve the CAPTCHA and submit the form.

You will receive an email in your ACC inbox. Click on the resest link provided.

On the password reset page, create a new password and click continue.

Your password has now been reset. You can login using your ACC email address and newly created password on https://practice.medway.com.au/

Question 3

How can I register an account on Medway Practice?

Accepted Answer

To register, Practices need to Create an account via the log in page or go directly to https://practice.medway.com.au/register.

You will presented three steps.

Account

Account-1

Account email must be unique to a practice. users are advised to use their reception@ or other generic email address.
Select the pathology that your practice belongs to (i.e. Laverty, Dorevitch, etc). This is particularly important for practices located on the border between two states - select the pathology that will provide services to your practice, not necessarily the state that you are in.
Business type should be Medical Centre in most cases.

Account-2

The Surgery code field is optional. If you don't know it, we will set it up for you after you complete your registration.

Medway Practice allow multiple users for a same account. Create an account using your own email address that you will log in with to Medway Practice.
Provider number

Question 4

How to request a courier pickup?

Accepted Answer

Pick up form

Practice staff can now request a courier by submitting a form.

Note that this functionality will only be available to practices in some selected areas. This will be rolled-out progressively over 2025.

Go to the Courier tab.
Select a pick up address from the dropdown.
Provide a sample reference - the name of the patient for example. If multiple patient specimens are to be collected, only one reference is required.
Specify the location of your specimen (night box, reception or other). The following field will allow you to provide further information.
If you would like to share any information with the courier or medical team (i.e. ice box required), please use the notes field.
Specify the closing hours of your practice.
Specify if your pickup is urgent - if you select "yes", you will be prompted to give us more information to help our courier team prioritise requests.

After you submit your courier request

Once the form is submitted:

You will see a confirmation on screen that the job has been submitted.
You will receive a confirmation email with a summary of your request.
The order is immediately sent to our team for dispatch.

Question 5

What is the status of my order?

Accepted Answer

Once your order reaches our warehouse, delivery times can vary depending on your region. We always aim to dispatch orders promptly, but some areas may experience longer transit times.

If your order is taking unusually long to arrive, please fill up this order status update enquiry form for an update. Include your order number and any other details that may help us locate your order quickly.

Our team will review your request and get back to you with the latest information as soon as possible.

Question 6

How to approve an order?

Accepted Answer

ACCs will now have the ability to submit consumable orders directly to their collection leads through a new process via Medway Practice.

What is changing for Collection Leads?

Collection Leads will no longer need to manually key orders from Collectors into P2P.

Orders are instead entered by Collectors in Medway Practice and submitted for review/modification before being sent to the warehouse for processing.

What are the benefits of the new process?

The main benefits of this new process for Collection Leads are:

All orders are submitted electronically
All orders are visible in one place
Collection leads can review and modify orders within the backend of Medway Practice
Orders are automatically submitted (once a day) to SAP upon approval

What is the new process?

An order is submitted in Medway Practice by a collector.
The order status is changed to Pending Approval.
An email notification is sent to the Collection Lead assigned to this ACC. A link inside the email redirects the user to the order in BigCommerce.
The Collection Lead can modify the order or approve the order by changing the order's status to Awaiting fulfillment.
Once a day (midnight), all the orders of the day with status Awaiting fulfillment are sent to SAP.

Review process demo

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