Introduction

In April 2024, Healthylife engaged Vaxa to undertake a holistic review of one of their suppliers, Medmate. The scope of the review was centred on on Medmate's governance across the areas in which they support Healthylife, including:

• Pharmacy - existing pharmacies are forwarded orders by Medmate for products like prescription medicine or supplements etc.
• Telehealth - contracted GPs delivering telehealth for acute issues and repeat prescriptions via the Medmate platform and it's clinical systems (Medical Director); and
• Quitmate & similar programs - individualised, "subscription" health programs developed by and delivered by Medmate as a service using its platform and service network.

We've made observations in the risks and recommendations registers; our review was time-limited, so we have suggested further compliance analysis as a next step.

On the basis of our findings in the attached report, the position that Medmate finds itself is not dissimiliar from businesses of a similar size, if not better.

Regardless, we must consider two things: a) Medmate operates a health service, so is particularly vulnerable to many more forms of risk and b) Medmate's size is not a mitigiating factor for Healthylife, who require a certain standard to be upheld. In general, Medmate does adequately treat most obvious risks, but without a formal risk management or quality management approach in place, it's difficult to suggest that all risk is understood and appropriately treated; there are some identified carried risks that should be resolved.

We must also recognise than many of the risks we've identified are inherent in the operating a business in the telehealth/medical industry; some of the identified risks would exist in the same way whether it was Medmate or any other operator delivering the same service.

To this end, our recommendations register steps out a number of small, medium and large recommendations to further improve the posture of Medmate, and therefore further solidify the working relationship between Healthylife and Medmate.

To reconfirm the scope requested of us in this report, and where that information may be found within this report, please see the following table. We're pleased to deliver a comprehensive review beyond this scope as well; additional discussions are made available throughout the report where appropriate.