Frequently Asked Questions

What is Medmate?

We believe healthcare should be easier.

We are a secure app developed by Australian GPs and pharmacists to help patients manage e-scripts and pharmacy orders from their mobile phone. Medmate is endorsed by the Australian Digital Health Agency as a safe and secure medication app.

How does Medmate work?

Medmate makes it easy to order from your favorite pharmacies. Shop for items from stores near you, with a selection of more than 1000 trusted chemists across Australia. Then, Medmate will connect you with a delivery service to deliver your order. Express 60 minute delivery is available in most locations.

You can track your order’s progress every step of the way using the Medmate app or website.

Medmate also offers click and collect from all pharmacies. Simply place your order choose pick-up.  The pharmacist will prepare your order ready for you to skip the queue and collect in-store.

New scripts

When you receive a new e-script token from your doctor (in an SMS/email or printed token), simply load the script into Medmate by clicking the link in your SMS and choosing Medmate or copying the eScript token and pasting into  the  “Add Script” section in Medmate

 

Can I get it delivered?

Yes choose pick up or delivery. The pharmacies in your local area will display their delivery options including any costs and available delivery periods. Medmate has $5 express delivery options (in eligible locations) that can have orders to your door in 60 minutes. Our average delivery time is 50 minutes.

*Express 60 minute delivery service operates 9am to 9pm for eligible locations. Availability and delivery timeframes are dependent on pharmacy opening hours and demands of the delivery network. The Medmate team will contact you to discuss delivery timeframes as required. If you order outside these periods, the Medmate team will process your order as soon as express delivery opens the next day.

Who will deliver my medication?

Medmate has specialised medication delivery systems. Pharmacies may also utilise their own courier services. Medmate insists that drivers undergo background checks, privacy and security training. Your medication arrives in a discrete package and only you and your pharmacist are aware of the contents.

If there is a prescription item in your order, the driver must check your photo-ID on arrival.

*Express 60 minute delivery service operates 9am to 9pm for eligible locations. Availability and delivery timeframes are dependent on pharmacy opening hours and demands of the delivery network. The Medmate team will contact you to discuss delivery timeframes as required. If you order outside these periods, the Medmate team will process your order as soon as express delivery opens the next day.

How do medicare entitlements work?

What is the PBS?

The Pharmaceutical Benefits Scheme (PBS) provides timely, reliable and affordable access to necessary medicines for Australians. Under the PBS, the government subsidises the cost of medicine for most medical conditions.

Who is eligible for the PBS?

The Scheme is available to all Australian residents who hold a current Medicare card.

How much will I pay for PBS medicines?

This is referred to as the patient co-payment and will vary depending on your entitlement. These are described in more detail below. Many PBS medicines cost significantly more than the co-payment amount. The government pays the difference between what you pay and what the medication costs.

So what are the different Entitlements?

Is my information secure?

This is very important to us. Your data is stored in Australia and encrypted to standards conformant and approved by the Australian Government.

What if I have a question or different needs?

Include comments in the “Order Notes” section to the Pharmacy of your choice. The Pharmacy will contact you about your requirements and provide any medication counselling. Information you provide in Medmate is used by Pharmacists to safely dispense and supply medicines.

Will I pay the same on Medmate as I would in the pharmacy?

Pharmacy partners set the prices of items on the Medmate directory. While many chemists offer everyday store prices on Medmate, some may set prices on the Medmate platform that are different from in-store prices.

How much does it cost?

Your medication order will be itemised:

  • Product prices are determined by each Pharmacy.
  • Extra competitive prices are available with discount Pharmacies on Medmate.
  • You can add as many items as you like to a single order. Choose delivery or pick up.
  • Delivery costs: are determined by the pharmacy. $5 express (in eligible locations)

How do I get a new script?

Simply ask your doctor for an electronic script to be sent to your mobile.

Medmate has links to a growing number of clinics around Australia. Click “Appointments” and book a telehealth or face to face consultation with your regular doctor.

The easiest way to get a new script is to connect to a Medmate doctor 24 hours a day 7 days a week via our telehealth service. You will be able to see a doctor within the hour and have the script send to you by SMS.

For repeat scripts, please notify the pharmacist that you would like your repeat eScript token to be issued by SMS so that you can reload it into the Medmate app. You can do this in the “Order Notes” section of your order.

What happens if something is out of stock?

Medmate communicates with you every step of the way. When an item you want is out-of-stock at the pharmacy, a Medmate team member will work with the pharmacy on an alternative or ask you if you would like the order fulfilled by another store.

What happens if there is an issue with my order?

If something isn’t right, you’ve got options. Contact us to report:

– Missing items
– Incorrect items
– Damaged items
– Late orders
– Issues with delivery