Frequently asked questions

The preferred browser is Google Chrome, however the system is accessible using Microsoft Edge, Safari or Firefox.

For the best user experience, we recommend only using a laptop or computer at this stage. There is work currently underway to make the system compatible with smart phones and iPads, and we will let you know when this is ready.

If you login to your shared computer using your own profile (i.e. your individual StaffLink credentials), there should be no restrictions on how you use EnableNSW Online. As always, please ensure you logout before allowing another person to use the computer.

Due to privacy and authentication requirements, in the first phase of the rollout, the system will only be accessible to clinicians who work for NSW Health, have a StaffLink ID  and an email address ending in .@health.nsw.gov.au.

To date, we have been unable to find a suitable solution that will safely verify the identity of users external to NSW Health.  While this is not the outcome we had hoped for, your privacy and that of your patients’ is of paramount importance, particularly in today’s environment where there is a heightened need for increased cyber security. This work continues to be a priority for the team, and we will keep you updated when new information is available.

As a result, private clinicians and clinicians who do not have an email address that ends in @health.nsw.gov.au will continue to submit requests in the usual way by using the equipment request forms (ERFs) available on our website.

• A NSW Health clinician is defined as a health professional who works for NSW Health, has a NSW Health StaffLink number and an email address that ends in @health.nsw.gov.au.
• A private clinician is defined as a health professional who works with patients in a private clinical setting. This definition also includes health clinicians who are employed by the Queensland and Victorian health network.

While we haven’t mandated the use of the system, we are strongly encouraging any NSW Health clinician who meet the criteria for access, to use the system. We understand there will be situations where the paper-based equipment request forms will be a better option for some clinicians.

The system can be accessed at EnableNSW Online. For easy access to this page, we recommend adding a bookmark.

No. All NSW Health personnel are issued a unique StaffLink number at the time of their employment, and this is used to access NSW Health services such as Health Roster, My Health Learning and StaffLink. These same credentials will give you access to the EnableNSW Online system, unless you have been issued with an email address that does not end in @health.nsw.gov.au. In these situations, the system will not validate your access and you will need to continue submitting your equipment requests via the paper forms on our website.

If you are having trouble resetting your password by clicking the forgot your password button on the StaffLink login page, please contact the NSW Health State Wide Service Desk (SWSD) on 1300 28 55 33 or raise a ticket on SARA.

• If you are a NSW Health clinician and have submitted an equipment request between August 2020 and June 2023, your profile should be validated and ready for use. There may be situations where you will need to validate your profile, even if you have accessed EnableNSW services since August 2020.
• If you are new to EnableNSW, you will need to validate your profile. When you first log in, this will be an option on your home page, and you will only need to do this once. This should take you a few minutes, however you won’t be granted access to the system until our team validate this in the back end. The validation process includes cross-refencing the Australian Health Practitioner Regulation Agency (AHPRA) where appropriate.
• This validation process should take no more than one (1) business day and you will be notified of the outcome via email. You are welcome to browse the EnableNSW equipment catalogue in the meantime.

• No, once you validated your account, your details will automatically be applied to each application you make. If your details change, you will be able to update them in your own time by logging into your EnableNSW Online account and selecting manage my profile. Please refer to the user guide for more information.
• If you need to update fields that are greyed out, you will need to send an email to EnableNSW with the changes you require. Our team may require additional information/documentation for updates such as a name change.

No, you can only submit request for the patients you see in a NSW Health setting. For all other patients, please continue using the equipment request forms (ERFs) available on the forms and funding criteria page of this website.

Provided your StaffLink credentials remain active, you will continue to have access to your account. If you have any issues with your StaffLink account, please contact the NSW Health State Wide Service Desk (SWSD) on 1300 28 55 33 or raise a ticket on SARA.

Any requests that have a pending status in the system may be able to be transferred to a colleague – this is manually done by our team in the backend. We will still require this in writing via an email (with the clinician taking over CC’d) to our team enable@health.nsw.gov.au. It is important to know that if the application is transferred to your colleague you will no longer have access to that record.

If the application is past this status, please contact our team to discuss your options.

Due to user privacy, this function is currently not available. Since NSW Health clinicians will be accessing their account using individual StaffLink credentials, they should not be sharing StaffLink IDs or password with others.

We understand there may be situations where more than one clinician needs to contribute to a request, in this situation please continue to submit requests using the editable ERFs available forms and funding criteria page.

No. We have removed the need for co-sign within the system. In the situation you are being supervised, you will be asked to include your supervisor’s details so that our team can follow up if required.

• The first phase of this online platform will not include reorders (continence, home enteral nutrition and respiratory consumables) or equipment repairs.
• Additionally, these programs/pathways are out of scope:
  • Consideration of Exceptional Circumstances (COEC)
  • SASH Home Modifications Program
  • Away From Home Haemodialysis (AFHH)
  • The SEED application email template and person application form are also out of scope, however all equipment requests can go through the system. Please be assured our team will match all three elements of the application in the backend.

• As per our usual process, we will review an application based on the date we received it, regardless if this is submitted online or paper. When using the system, you will find that you cannot proceed with the application if a field has not been completed. We expect this to reduce the volume of requests put on hold, which will have a positive flow to patient outcomes.
• Additionally, our KPIs for our usual processing times will not change and we will uphold any current KPIs for specialised programs (such as SEED) regardless of how the application is received.

Start by selecting search products and add the required items to your cart. Once you have added all products to cart, select create new application and follow the steps. You can access our user guide at any time.

Your items will remain in your cart until you have added them to an application and selected the patient. Once you have selected your patient (or added a new patient) the application will stay in draft and you can come back to complete it at a later time.

No, you will only be able to view application details if you were the original requestor. Otherwise, you will only see the equipment (type) that has been requested for your patient, regardless of who requested it.

No, you only need to do this once during the application process. Once you have added the product(s) to your cart, these items will be assigned to the person you add to the application.

• There is no limit to the number of products you can add to your cart. We suggest that if products are not related that you create a separate application. For example, you should not submit a request for compression garments in the same application as a request for a manual wheelchair, if you are an eligible prescriber for both equipment categories.
• All items added to your cart will be reviewed, provided the request meets the following conditions:
  • you are an eligible prescriber for the item requested as per the relevant funding criteria. If you are not an eligible prescriber for the requested item (based on your qualifications), the system will not let you proceed with the application
  • the item requested meet the patient’s clinical need and the relevant funding criteria
  • the items requested are the most cost-effective to meet the persons clinical needs

If requesting multiple products from different equipment categories, you will be required to complete a set of questions for each item. For example, if you are requesting a power wheelchair and pressure cushion, each will require a set of questions to be answered. If however, you are requesting a bed and mattress, this will be on the one form.

The system will let you know the different forms you need to complete according to the item(s) in your cart. This will all be done in the one application

A large selection of products on the NSW Government contracts will be available at go live, however this will not be exhaustive due to the sheer volume of products on contract. The contract options will be expanded over time as the team works through the contract information and updates the catalogue. The current contract QRGs will remain available on the EnableNSW website until the EnableNSW Online catalogue is complete.

Yes. If the product you are requesting has a green ‘stock’ banner, you can request this for your patient. You should not trial this with a supplier.

You will receive an automated email to let you know this has been received, this will include an application number. If you do not receive an automated response right away, we recommend checking your spam/junk folder and waiting a little while before contacting our team.

You can also review the application status in the Applications section on the home page of the system. If your application shows a draft status, it has not yet been submitted to EnableNSW and you should finalise this. Applications that are not finalised within 14 days, will be closed.

Yes, you view the application status (and what it means) at any time by selecting Applications on the home page.

• There may be times where the product you are prescribing is not in our catalogue. For example, the product is a non-contract or custom. If you are unable to find the product, you should add a generic not listed product from the relevant category that meets the description of the product.
• You can do this by selecting your product category filter and typing not listed into the search bar. Please see the user guide for more information.
• Please note, for these products you will need to add your clinical justification later in the process.

If this section is greyed out initially, you will have the opportunity to add the quantity later in the process. If you are entering a quantity that is outside of the funding criteria, please include your clinical justification in the comment field. Applications that are received without this information will go on hold and the prescribing clinician will be contacted for more information.

You can amend an application up until the point where the EnableNSW team have reviewed your application, this includes a draft or pending status. Once a decision is made you will no longer be able to make any edits.  After this time, you will need to contact the EnableNSW team to make changes to an in progress application or submit a new application.

No. You will need to submit a new application each time.

Yes, you will have the opportunity during the application process to nominate a supplier for contract or not listed (purchase) products.

Most products will have an image, however this is not exhaustive in the system. We will continue to add to this collection as images become available.

Yes, you have the option to print to PDF. You can do this in the application screen by selecting Print.

Before you are ready to submit your application, you will be asked to read the declaration, and confirm by selecting Submit.

• If your patient has accessed our service since August 2020, you should find them in the system. Please check the spelling of their name and their date of birth and try again.
• If your patient is new and/or hasn’t accessed EnableNSW in a while, we will require an application form.
• In this situation, you will need to create a new patient by entering basic details about them. This will act as a placeholder until our team receives the application form. You can continue to submit an equipment request using EnableNSW Online and the request will then go on hold. As per our usual process, the person will receive a letter to let them know the request is on hold and an application form is required within 14 days.

• If the person has previously accessed EnableNSW and their information is current, this information will be populated.
• If the person’s application is more than two years old, they will need to submit an updated form as per our usual process.

Yes, you have the option to specify the delivery address in the application and this will be validated using the embedded Geolocator. If there is additional detail that you need to provide such as ward number, you will need to add this separately in the comments field.

You can edit the patient details while the application is still in draft. If the application has been approved, please contact our team immediately to have this corrected.

The first phase of this online platform is only for NSW Health clinicians. Your patient will need to continue submitting their application in the usual way. An online application is the preferred option.

No, we cannot review the application until we can confirm the person’s eligibility.

• Once we receive the equipment request form, and your patient has previously accessed EnableNSW, we will determine if the patient is eligible based on the current information we have about them.
• We request an updated application form every two (2) years, therefore if we receive the application and the patient’s details are not current, we will put the application on hold until we confirm the person’s eligibility. We understand that a person’s situation can change over time.
• If your patient is new to EnableNSW, we will require an application form to be completed. The online application is the preferred way to submit this information.
• The eligibility indicator on the EnableNSW website is an excellent tool to help determine eligibility before making a request.

You can upload any relevant supporting documentation in the final step of your application.

No. Please contact our team as soon as you can to have this corrected. The EnableNSW team can be contacted on 1800 ENABLE (1800 362 253) Monday to Friday 9am – 5pm. Alternatively, send an email to enable@health.nsw.gov.au

While the system itself is user friendly and provides a step-by-step ‘shopping cart experience’, there may be situations where users may need extra support. Here’s what is available to you:

1. a system user guide
2. the frequently asked questions on this page will likely cover most scenarios
3. an additional option on our phone system that will put you in touch with the right team (1800 ENABLE) 1800 362 253
4. we’ve provided our staff with the right tools and training, so no matter if you call or email, we’ll be able to assist you.